Don't Let Your Systems Drive Your Customers Crazy! - Hospitality ...

SERVICE
The Two-Minute
Rule
by Susie Ross
What is the two-minute rule? Well, if you’re a server, you
should know automatically what it is and, if you don’t,
shame on you. The two-minute rule is the time you
should allow your guests to have their food before you check back
with them and make sure everything is great. Notice I didn’t say
“ok” – I said “great!” That’s a topic for another newsletter.
After two minutes, most guests will have had time to try their
food and know whether or not it was prepared to their satisfaction.
If it wasn’t, it becomes your opportunity to correct a mistake
immediately and save your tip from dipping below the acceptable
mark.
One of the things that is most irritating to guests is needing
their server and not being able to locate him. Other servers
don’t seem to care that you’re looking around the restaurant for
someone to offer another drink, refill beverages or just clear some
plates. It becomes the classic “that’s not my table” syndrome.
Another equally annoying situation is having the server hover
over you, asking every five to ten minutes, “Is everything ok?”
“Is everything still ok?” I can tell you that from personal experience
I have wanted to throw my dish at servers who kept coming
by and asking that question. It’s not necessary to keep asking that
question! Your guests are trying to enjoy the dining experience
and perhaps have a conversation with the other people at the
table – not the server!
The only time it’s ok to come by and repeat that two-minute
rule is if there was a mistake and the server corrected it and needs
to make sure the dish has indeed been prepared to the satisfaction
of the guest.
This brings up an issue that a reader recently pointed out
to me, and that is the need for a sort of “silent summons” for
the guest to give a waiter so as to avoid raising one’s hand or
shouting out as if to a dog. There is a restaurant in Denver that
has a system that is probably similar to the one suggested. This
casual, cafeteria-style Mexican restaurant has little wooden stands
on each table. Cleverly designed are flags attached to strings that
guests can raise up to let the server of that station know that
something is needed. The problem is obvious; servers may not be
in their stations to know they are needed. They have to be present
to see the flag! The other option could be an electronic device
that signals the server wherever he/she may be. I propose that a
well-trained service staff shouldn’t need any kind of “summons”
system, either electronic or otherwise, to do their jobs properly.
By definition, a server’s job is to be at the ready for guests.
“ …you may only have to
observe and step in when
necessary – silently. ”
After your two-minute check-back, you need to use silent
service, which is merely your presence and visibility in your station.
That’s who you’re there for – the customer. Don’t ever
forget that. If you’re present in your station, you may not even
have to intervene; you may only have to observe and step in when
necessary – silently. Believe me, your guests will appreciate it.
Training and information is the key! Contact me, Susie, at
Waiter Training, either by phone or email. My business number
is (720) 203-4615, and web address is http://www.waiter-training.
com.
I have restaurant training manuals available for sale, as well
as my book, “A Waiter’s Training,” for the individual server who
wants to learn more about his/her career and improve on skills.
Susie Ross has been involved in the hospitality industry for ten years. She has just
written a definitive work on front of house customer service and techniques for waiters
and waitresses. For more information about Susie’s book, “A Waiters Training,” her
training manuals and training seminars please visit her at
http://www.waiter-training.com or email her at susie@waiter-training.com.
HOSPITALITY MALDIVES OCTOBER/NOVEMBER 2006