Tag Archives: restaurant service

why auto gratuities shouldn’t work…but they do.

A friend of mine that lives in LA told me that they were at the Roosevelt Hotel bar and their bar bill for two drinks had an auto gratuity added.  This friend has worked in the restaurant industry for a long time and knows that auto gratuities are normally only added to large parties.  Quick […]

why the restaurant industry will be changing in the customers favor

My friend who has worked for Olive Garden for over 20 years told me that the company recently sent notice to all tipped employees that regardless of what their hourly rate is they would all go back to making minimum wage.  My friend at the time was making over $14 for their service and this […]


Part of providing a great customer experience in the restaurant is good timing.  A lot of fast food or quick serve restaurants believe in the rule of “Faster = Better” (they also believe in “Cheaper = Better” but that’s another article entirely).  But is this true?  Is there such a thing as going too fast?  […]

service marketing

So much of what restaurant owner’s focus on with their marketing is bringing in customers or reminding them to come back.  Millions of dollars are being spent on advertising campaigns, loyalty programs, and restaurant promotions. But what if those millions were spent on training their restaurant staff on how to give better service?  Or developing […]

don’t talk to me…just look at the sign

Why are there so many signs in restaurants that are giving their customers directions and warnings? Like: “We refuse the right to serve anyone.” – When would this sign be necessary? If a customer is out of line you’re going to have to speak to them anyway and you’ll probably tell them you are not […]

handling difficult customers

In this business handling difficult customers is an everyday occurrence.  As a server and a manager I dealt with difficult customers every shift of every day.  The challenge was, you knew it was part of the job, you knew at least one person was going to be difficult maybe more than difficult (and usually more […]

34 things i have learned about the restaurant business

  1. We are all sensitive about things that go in our mouth. – That’s what makes the restaurant business so interesting.  It’s also why we freak out when there’s a hair in our food because we’re thinking “I almost put that inside me!”   2.Great managers and leaders can both teach as well as […]

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