From the Tip Jar

Suggestive Selling Lite: Making Recommendations Without
Turning Off Your Guests

If you've been reading our Profit Tips for very long you
know that we're not big fans of teaching servers to use
suggestive selling techniques as a way pump up their check
averages, tip income and restaurant sales.

While the use of these practices may increase sales in the
short term, eventually, aggressive selling can have the
opposite effect on guest loyalty and repeat business.

If patrons start to sense their server is more concerned
about prying more dollars out of their pocket than taking
good care of them, it lowers the mood at the table and they
may be less apt to return or at least return as often.

However, we also recognize that servers have a responsibility
to guide guests through the menu and make recommendations.
Customers want this and genuinely appreciate servers who do
it well.

Making a recommendation that isn't pushy or sound like a
sales pitch can be as simple as the following.

For example, at the end of the meal, instead of a server
boldly announcing, "Now let me tell you about our fabulous
desserts . . .." how about something more like this . . . 
"If you're in the mood for something sweet, would you like
to hear about our award winning cheese cakes?"

Notice the server 'asks for permission' to tell the guests
about the desserts instead of automatically proceeding.

Coaching servers on making recommendations in a tactful
manner can be discussed daily in pre-shift meetings. Once
your servers get it (chances are many already have), they
can be a source for ideas and examples of what works for them.