Phil's Server Tip Of The Day.

Be honest about your mistakes.

I had a bad night last night.

I've talked about this before, but I'll do it again for the sake of this line of posts.

I was, as it's known in the restaurant community, 'weeded.' A server gets 'weeded' for all kinds of different reasons. The kitchen is 'weeded', causing you to become 'weeded.' Or, your tables just happen to be particular about their orders requiring extra steps to complete. Most of the time you have been given more tables at once than you can competently handle. When this happens, you have been 'slammed' with tables, and 'weeding' occurs. 'Slammed' and 'weeded' are often interchangeable terms.

Last night I got 'slammed' and 'weeded.' Not as fun as it might sound.

I made a number of mistakes I don't normally make. I delivered a beer that a woman had not ordered. I tried to drop off a crab stuffed shrimp appetizer to that same table when they had not ordered it, plus it took me another wrong table before I found the right table. The one I feel worst about was a group of nice regulars came in with a six-year-old and I forgot the straw they had asked for for him. He had a mohawk and was very well behaved. I also took an order for apple pie from them, discovered we were out, and had to go back and disappoint them.

Everyone has a bad day and mine was last night.

When this happens, I find the best way to deal with it is being upfront. Apologize, admit your mistake, correct it, thank them for their patience and work to make it up to them.

You don't want to be presumptuous and give the impression that mistakes are acceptable, but most people have been where you are.

If you have otherwise been polite and thorough, most customers will give you the benefit of the doubt. They understand and want to feel that you are aware, contrite and working on the problem.

Phil's Server Tip Of The Day.

Be generous.

As a server, you are depending on your customers tips for your income. This is hard logic for some to understand. (See Steve Buschemi in Reservoir Dogs.) Often, customers see servers through a haze of suspicion. At best, viewing their every move as some attempt to increase their tip. At worst, they fear we have poisoned them. (See Fight Club.) Sure, I've known some mercenary, customer-hating servers in my day, but most, at the very least, just want you to enjoy your meal.

An excellent way to calm a customer, endear them to you, and help insure they return to give you their business is generosity. Buy them a drink. Whatever they are drinking, or a cup of coffee at the end of the meal. Buy their appetizer and start your relationship off with a sign of goodwill. Buy them a dessert and drop it at the table with a, "Thanks for dining with us, I hope you enjoy this pie. On me." Leaving them with a positive impression at the end of the meal.

Of course, there are restrictions depending on what kind of boss you have. Even if your restaurant has a strict policy against this kind of behavior you can usually find a way to do it. There's a couple things to remember: 1. As a server, you earn the bulk of your income from the tips your customers leave, making them your true "boss." Help them feel that way. 2. Your boss should always be reminded that return business is the best business. Spoiled customers come back, and they tell their friends about your generosity.

There are other ways to exercise generosity. Take your time at the table, indulging them in their questions. Refill drinks without being asked. Welcome them when they arrive. Thank them often for dining with you. Get creative and come up with some on your own.

There are many options, but I think the best way is through free stuff.

That's a "thank you" everyone understands.

Phil's Server Tip Of The Day

Always repeat your customers order back to them.

Quite often as a waiter takes an order, the person ordering has just bit into a bread stick, or perhaps they are just a low talker. Sometimes they are neither, but insist on looking everywhere but the waiter that they are talking to while they are giving their order. This can lead to a misunderstanding and confusion about what they have ordered.

Repeating their order back to them gives you a chance to confirm what you have written down. A chance for them to correct you if you heard them wrong, heading off any mistakes that might happen. Taking this one extra step during the ordering processes can help prevent the appearance of sloppy service, and hopefully, improve your tip.

Phil's Server Tip Of The Day.

If a customer asks you what you like on the menu, mention the items you don't like first.

This gives you credibility in their eyes. They understand that you aren't just a shill for the restaurant. That you are actually interested in them enjoying their meal.

For example, the sangria at our place isn't very good. It comes from a box, and I don't like to serve it. If someone orders it, I tell them it comes from a box, and offer them a taste. If they like it fine, they can have it. But it does my tip no good serving items I don't like.