🍸 TRL Weekly: Never Get Complaints

Happy Sunday, future server/bartender millionaire.

In today’s lesson Brandon teaches us how to NEVER get complaints.

Our Last Three Weekly Lessons:

• How To Provide Ninja Service - Read More.

• Stop Asking People This - Read More.

• Small Talk & Connections - Read More.

You can read the rest of the past weekly lessons here.

Today at a Glance:

• Weekly Lesson: How To Never Get Complaints

• Tactical Reminders: Your Video Lessons

🍸 Weekly Lesson:
How To Never Get Complaints

There are a few reasons why some servers get ‘Karens’ and some servers get lovely repeat guests.

The first reason is always going to be how happy you are as a server.

If you look like you don’t even want to be there, the guests are going to inadvertently mirror that energy.

Saying anything with a smile makes it 10x better.

Even if you have to say something negative or tell a guest you ran out of something.

Kill’em with kindness.

So how do you avoid complaints?

Avoiding complaints comes from the guests actually liking you.

This is done by a combination of things.

First off, you have to mirror your guests.

Humans naturally like people that are similar to themselves so when you come over as a server and you fit right in, they will like you.

Next, you have to take care of SERVICE things before you upsell/sell.

What does this mean?

A guest shouldn’t have an empty water glass (or even a low water glass) while you are selling them on the $56 filet special.

Their table should always be perfectly manicured.

Manicuring is an artform.

It is something we constantly talk about here at The Restaurant Launch.

Lastly, if there ever is even the smallest mistake, you have to fall on your sword and care more than they care.

Even if you just forgot to mark a fork for the next course and the guest says “Hey can I have a fork?” because their food just hit, you should actually apologize and say “Of course! I am sorry! That should have been there!” instead of just saying “Sure”.

So your new goal should be to have the guests continue talking while you are serving instead of having them stop their conversation every 2 minutes.

This does not mean EVERY SINGLE TIME.

You can obviously speak to your tables while you are filling water, but we never want it to be “here’s some more water”.

Instead, start small talk OR take their order while you do something to save yourself some time.

Repeat guests will RARELY ever complain.

Even if you make a mistake, they will have your back.

The main reason for this is because they know that you truly care.

So when they whisper the mistake to you instead of telling your manager, they know you will take care of it.

🚀 Tactical Reminders:

1. NEVER Get Complaints -  Avoiding Complaints -

   Video Lesson: Click here.

2. Derek - Obtrusive Service - Obtrusive Service / Glassware Handling -

   Video Lesson: Click here.

3. Stop asking about Allergies! - Allergies -

   Video Lesson: Click here.

That’s all for week nineteen.

See you next week,

The Restaurant Launch Team