CHARLESTON S SERVICE STANDARDS

Transcription

1 CHARLESTON S SERVICE STANDARDS You may have realized that that we never use the word customer or patron, we only use the word GUEST. When someone you value enters your home you treat them as a welcomed guest. You strive to accommodate their needs and expectations, and anticipate their return. This is exactly the way we treat, value and appreciate each and every person who dines with us. As you serve here, remember that you are striving for the perfect dining experience. This perfection takes into account KNOWLEDGE (of the menu and our high standards), PERSONALITY (the attitude that you convey to the guests and other employees) and your SHOWMANSHIP (at your tables you re on stage, relax and entertain by having fun!!) This section will teach you how to increase your tips and have the absolute best time here at Charleston s. ATMOSPHERE The atmosphere that we create for our guests is one of comfort, warmth, and friendliness. As a server you will help create that atmosphere by making Charleston s a fun, upbeat and relaxing place to have great food and drinks. As you begin your shift examine your section, take possession of your tables and the experience that you are providing. If something seems out of place, fix it! This is how you make your money, by taking ownership!!! ATTITUDE Attitudes are contagious, is yours worth catching. Here at Charleston s we ask that you always have a great attitude and a smile on your face. A poor attitude has been shown to affect not only your tips, but your own health, happiness and wellbeing. Having a great attitude merely requires the decision and will to follow through with it. *TEAMWORK* Henry Ford revolutionized the automobile industry by using people for specific jobs to create a common goal or product; this was called the assembly line. He created something no one thought was possible through TEAMWORK. Everything you do at Charleston s should be focused on the 60 tables that you are responsible for. I know what you re thinking, WHAT!! No one can possibly be responsible for 60 tables. Your right, no one can.without teamwork. As you are assigned a section, you will be adjacent to at least one other server, that server is your BUDDY. He is your salvation when you are weeded and your ability to rise to the challenge when he needs you. As you are giving great service to your tables, go by and introduce yourself to his tables and let them know that you are nearby to assist them in any way possible. This way you can look to 1

2 see what your buddy needs. Does he need beverages, a greet for his table, or just a little help with maintenance and bussing? As you give that server a little help he will remember your contribution and look for a way to repay your courtesy. CONSOLIDATION You find that your tables need four iced teas. Which would be quicker and easier, making and running one ice tea, making another and running it out, and repeating the process till all the teas are ran; or would making them all and taking them out with one trip? Obviously the one trip will always save you time and effort. This is CONSOLIDATION. With a little skill and thought you can save yourself precious minutes when you re extremely busy. Instead of running just the two teas that table #21 needs, run four and you ll be grabbing extras for either your other tables or someone else s. Never go to the kitchen empty-handed, always check other stations for pre-bussing and teamwork. Likewise never leave the kitchen empty-handed, if there is no food to be ran, take teas and water and go make some friends in the restaurant! NEVER-ENDING BEVERAGE SERVICE There are many aspects to Charleston s service standards that make our wait staff the best in town. Charleston s is known for excellent service. Our never-ending beverage service is the key to that excellence. When a glass of tea or water becomes half full another full glass will be given without ever asking the guest if they would like another one. This service will continue until the guest has left the building. If a guest is drinking a cocktail or soda and it becomes half full ask the guest if they would like another. If they say no, then bring them a glass of water. This never-ending beverage service must be adhered to in order to maintain our high standards. Remember if the beverage is water, tea or coffee you Automatically get them a new one. If the beverage is a soda, cocktail or other alcoholic beverage ask the guest if they would like a new one, and if they do not Automatically bring them a glass of water. THE GREET First impressions are the biggest indicators of performance, make sure that your first impression sets the tone for the evening and keeps them coming back. Set the pace off right and let the guest know that they are our first priority. We have a 30 second greet requirement. You MUST greet every table within 30 seconds. If you ve ever waited minutes to eat at a restaurant, you know what it s like to be thirsty, hungry, and ready for someone to fulfill your dinning expectations for that evening. In order to always hit our greet times, you can use other servers to aid you (Teamwork), or simply acknowledge the guest by saying I ll be right there, let me drop off these plates, glasses, etc. By acknowledging the guest you let them know that they have not been forgotten, and are appreciated. 2

3 1. Introduce yourself while placing bev naps on the table. This lets your fellow servers and managers know that the guests have been greeted. 2. Explain the featured items for that shift to the guest. Ex. Let me begin by telling you about our featured items this evening. (NEVER SAY SPECIALS ) 3. Suggest a specific drink by name from the bar. This should be one of our specialty drinks or featured wines of the evening. Ex. Why don t I start you off with a Peach Bellini or a fantastic Perfect Margarita? If they appear to be under age then still suggest a non-alcoholic drink. Ex. May I get you an Iced Tea or Dr. Pepper to start with this evening? 4. Offer a starter BY NAME! Ex. While I get your drinks, would you like to start off with our wonderful Shrimp Cargot or our famous Creamy Spinach and Artichoke Dip? The Greet may take one to two minutes depending on the guests interaction and the detail in which you describe certain items. Read your guests. Take only the time necessary to deliver the information and then move on. It is very important that you tell the guests the Features of the day when you take their drink order. They are usually ready to order by the time you return. Remember Do not slouch, lean or kneel at the table. This is very unprofessional. Beverage service ASPECTS OF CHARLESTON S SERVICE A) 2 minute beverage service, from the time the beverage is ordered. B) When a beverage is half full automatically get the guest a new one. C) Suggest a cup of coffee or after dinner drink with every dessert ordered. D) All alcoholic beverages are automatically served with a water! Greet times - A) All server greet times must be under 30 seconds. This is very important and must be constantly attained. B) Use bev naps to indicate that the table has been greeted C) Using the Team greet system. Anyone can greet your tables to help with 30 second greet times. This helps you and in return you can strive to help that person. 3

4 Guest courtesy - A) The guest always has the right of way. If a guest is trying to pass, no matter how busy you are, allow them to pass by taking the time to move to the side. B) All guests should here five Thank You s /Hello s C) Show any guests where the bathroom is by saying absolutely, right this way and taking them there. DO NOT say Turn at your first right, then take a left by the bar, down the stairs and talk to a small man named FELIPE (Exaggeration) D) Use affirmative language. This means don t say Yep, guys, Ya, nope, etc. Use positive professional language that conveys your knowledge and level of aptitude as a server, for instance Absolutely, My Pleasure, Excellent, Wonderful, or Gentlemen and Ladies. Up-selling A) Use 2 favorites to describe any course. I.E. Can I start you off with either of my two favorites, the Shrimp Cargot or the Creamy Spinach and Artichoke Dip. This sounds much more appealing than Can I get you an appetizer. B) Never use lazy words such as dessert, appetizer, or drink (as in Can I get you something to drink? ) C) If a party orders two or more glasses of the same wine, offer a bottle. For just a little more a bottle will give twice as much wine. D) Whether you enjoy an item on our menu or not, remember that you are not just an order taker but a salesman. EVERYTHING is great at Charleston s and describe it as such. Service details - A) Every guests that orders Fries should automatically receive Ketchup on the plate. B) Any problem with a guest must be handled by management. As a server you are not trained nor expected to handle a guest complaint. C) To-Go boxes are to be given to the guest for their use. Do not take an item back to the kitchen and box it for them - This is very unsanitary! Writing the date on the To-Go box is a great addition. A to-go bag should be taken out to guests with two or more boxes. D) At lunch-time, present the check once the entrée has arrived. This allows the guest to pay quickly and get back to work. This is called CHECK BACK / CHECK DOWN. At dinner, have the check printed and ready. This prepares you in case the guest needs to leave. This is called being CHECK READY. 4

5 E) When delivering an entrée, always face the meat or main part of the entrée toward the guest or closest to them. F) When bringing food to the bar, step up to the service bar and call out Bar Top. The bartender should then come over to take the plates out of your hand. Never lay the plates down assuming that the bartender heard you. Never deliver the food to the bar guest yourself. CHARLESTON S 7-STEP SERVICE WHEEL STEP 1- YOUR TABLES / SECTION After a table is sat in your section, you have 30 seconds to greet that table. Walk up to the table, begin your show, and get their drink and appetizer order. Before leaving your section, look at your other tables (if they are sat) to check for what they might need. This could include other greets, beverage service, orders taken, pre-bussing, and check presentation, on your tables and your Buddies. GREETING A TABLE Upon greeting a table there are certain steps we ask you to follow. While performing these steps, let your own personality shine forth and above all enjoy yourself -- Have fun!!! *Place bev naps on the table (This informs the manager you have greeted the table within the 30 second greet time.) *While placing bev naps on the table, talk to your guests. * Hello, Welcome to Charleston s... * Our fresh fish and soups are. * Can I start you off with a frozen margarita or a Peach Bellini? * My name is and I ll be taking care of you tonight. * Would you like to start off with the Shrimp Cargot or Creamy Spinach and Artichoke Dip It is very important that you tell the guests the features of the day when you take their drink order. They are usually ready to order by the time you return. 5

6 STEP 2- WEAVE While heading back to the kitchen Go the long way through other server s sections; picking up dirty dishes, glassware, or anything that needs to be removed from the tables. Our goal here is to get FULL HANDS. This means that by the time you reach the dish area (Hobart), your hands are full of pre-bussed dishes from other server s sections, Yah Baby Teamwork! STEP 3- HOBART The dish area (Hobart) is where to put away all dirty plates, glasses, and silverware. Each dirty dish has a designated spot in the Hobart. This step also includes pulling all clean plates, glasses, and silverware that needs to be brought up to the expo line [The expo line is the main wait station and location where food leaves the kitchen]. This TURN AND PULL action assures a good supply is maintained on the expo line. STEP 4- P.O.S. After dropping off plates, glasses, and silverware at the dish area (Hobart), step up to the P.O.S. (Point Of Sale computer system used to ring tickets into the kitchen) and ring in the drinks and starters for the table we just greeted. While here at the terminal perform any other P.O.S. functions for any other tables that require it at this time. This includes ringing other orders, printing checks, authorizing credit cards, and settling checks. * Do not bring dirty dishes to the POS- this is not following the 7 steps of service. STEP 5- SIDEWORK Servers will be assigned a side-work duty during their shift. This could include such things as brewing tea, stocking ice, checking the restroom, etc. This duty should be checked and performed if necessary at this time. Side work must be continuously performed throughout the shift. STEP 6- SECTION NEEDS Now it s time to grab those drinks our table just ordered. This time is also used to get anything else our other tables need. These items could include to-go boxes, extra condiments, etc. This consolidation will save you many steps and needed time. STEP 7- FOOD RUN The next step is our NUMBER ONE priority, running food. Just as we have FULL HANDS IN entering into the kitchen, we also have FULL HANDS OUT exiting the kitchen. This means before leaving the kitchen we fill our hands with food, drinks, or whatever else is needed. Make sure you are using the designated OUT DOOR. 6

7 Always offer ONE HAND or TWO HANDS to the expediter (a manager who checks all food before it leaves the kitchen) before leaving the expo line. If you are leaving with three drinks and three appetizer plates, you ll offer ONE HAND since you can carry the three drinks and appetizer plates in one arm, leaving the other arm free to run food. While dropping off the food, place the entrée facing the guest and be sure to ask, Is there anything else I can get for you? If they ask for something, make sure YOU get it. If you re too busy to get what they need, ask another server or a manager to help you with your other needs. It is very important to follow through on a guest contract. CONCLUSION Now where are you? You re back in your section where you started- and the 7 steps start all over again. Obviously, these steps will not be followed exactly every single time (ex. guest complaint, re-cook, etc.). However, remembering to follow them in order on a consistent basis will not only make your job easier, but also help everyone work together to insure our guests receive the very best service possible! TABLE SET-UPS Make sure tables and chairs have been wiped down with a clean towel. Be sure all condiments are arranged in their proper order, and are clean and in good supply. Table arrangements will vary, so be sure and ask your trainer for correct setting at each style of table. Condiments are filled on an as needed basis until the end of the shift, at which time they should be completely full and ready to go for the next shift. EXPEDITING AND RUNNING FOOD A. Running food. Hot food is our HIGHEST PRIORITY! Because food running is a large part of the teamwork philosophy, serve guests as if they were your table in your station. Don t just drop food and take off. Make sure the guest has everything they need. Be sure to never leave the kitchen empty handed. Check the window for hot food, then the salad window, and then see if one of your fellow servers may need an extra hand. You do this by saying: One hand, or Two hands. B. Expediter. The expediter is here to help you by organizing orders, garnishing foods, checking to see that items are prepared as specified, and channeling communications between the kitchen and the service staff. All communication should go through this person, even requests for extra sides, checking on orders, etc. The expediter should be the only one directing the flow of food leaving the window. This eliminates confusion and ensures each guest receives the proper order. It is your job function to run food, therefore all servers will be held responsible for running food. *** Do not run food until expediter has checked it!!! *** 7

8 RE-COOK PROCEDURES Although the kitchen will do its best to cook all items as ordered, re-cooks on items are inevitable. If this situation does occur, the server should use the following procedure.(the 4 R s) 1. Remove the items immediately from the table. If wrong side, leave plate and get new side. 2. Take the item(s) back to the expediter and Report the guest s exact feedback as to the problem. 3. Take a red Re-cook slip from the expo line and fill in as follows: A. Name of product B. Side order(s), if any C. Table, server and pivot number D. State instructions for re-cook 4. When the food has been correctly re-cooked, it willbe Run to the guest by a MANAGER only. RESTROOM CHECKLIST From time to time you will be handed one of these Restroom Check-List slips. Restroom checks are to be done every thirty minutes. Take the slip and check each item listed. Is there plenty of toilet paper and towels? Are any of the light bulbs burnt out? Plenty of soap? Are floors and counter tops clean? Upon restocking and ensuring cleanliness of the restroom, sign the slip, write the time on it and return it to the expediter s spindle. GUEST RELATIONS Never argue with a guest! Make a genuine effort to please your guest by being courteous and efficient. SMILE! Also, try to use an individual approach with each guest you serve. All people are different, in different moods, with different needs. Try to read these messages and serve your guest accordingly. If a problem arises with any guest, use your discretion, but always get a manager. We never want a guest to leave unhappy. 8

9 BIG TOPS Big Tops are a great chance to impress many guests at one seating. To make sure that service is not sacrificed, we have a strict policy on Big Tops. We allow the maximum of twelve guests to one server on a Big Top. Servers will be required to share a Big top if there are more than twelve people. This gives each server the opportunity to give great service and to show off the teamwork of the restaurant. It is important to know and communicate which seat is position 1 on all big tops. A good idea is to let the expediter known (i.e. man with blue shirt). ACKNOWLEDGE your guest immediately! If your hands are full or you are busy, simply go by the table with a smile and a Hello, I will be right with you. That is all it takes. Never let a guest feel like he/she is being ignored. If you absolutely cannot get to a table, have someone else greet them for you. PRE-SHIFT TEAM MEETINGS (P.S.T.M.) Pre-Shift Team Meetings are given ten minutes before the start of each scheduled shift. For example, during an evening shift there will be a four o clock P.S.T.M. for those scheduled to come in at 4:00, a five o clock P.S.T.M. for those scheduled at 5:00, and a six o clock line up for those scheduled at 6:00. During this time the manager will inspect uniforms, tell the specials for the shift and communicate any issues that need attention. DURING PSTM: You will be asked to show the following items: Three pens- Black click A bank (1 five, 12 ones and 3 dollars in coins) BEFORE PSTM Directly before PSTM you should do four things: Make sure you clock in and wash your hands. Check your assigned side work. Check your section to ensure that it is clean and ready for guests. Know your Buddies. PRESENTATION OF UTENSILS A. SILVERWARE Silverware is to be picked up by the handle always, especially when doing roll-ups. Placing roll-ups on the tables is the responsibility of the wait staff. Roll-ups should be clean and tightly rolled. The outer seam should face inward. All Silverware is to be polished before being rolled. B. PLATES Plates are always handled and served by the rim only. Never carry plates against your body. Do not carry plates tray style, you do not have as much control. 9

10 C. GLASSES Fingers are never to go inside the glassware or touch the rim of the glass when being served. Glasses should be filled a dime size below the lip of the glass and should never spill over. D. SOUP BOWLS (10 oz. servings) Soup is served in a soup bowl on the soup bowl plate. All soups are served with a soup spoon and the appropriate garnish on top of the soup. (Crackers are served on request ONLY). E. SOUP CUPS (5 oz. servings) Soup is served in a cup resting on a small round plate. Refer to Soup Bowls. SET-UPS A. ICED TEA Fill the glass to just above the rim with ice (tea is brewed hot and will dispense hot). Garnish with one lemon wedge resting on the rim of the glass. Served with a straw. B. HOT TEA Fill silver tea pot with hot water, place it on a small round plate with ONE tea bag and lemon on the side. Take this and a warmed coffee mug to the guest. C. SOFT DRINKS Served in a Collins/Pint glass with ice all the way to the top. NOTE: A straw goes in every refill. (Only if the guest is using a straw) D.COFFEE (Regular or decaf) Served in a coffee mug, no under liner and with a spoon. Ask guest if they would like cream. Make sure to warm mug up with hot water before filling up with hot coffee. This will increase temperature. E. HOT CHOC. Obtained from the bar. Topped with whipped cream. F. MILK & Served in a Collins/Pint glass or to-go cup, obtained from the KID MILK bar. G. WATER Served in a Collins/Pint glass full of ice. To be served automatically with all hot drinks, alcoholic drinks, and wine. Otherwise served only on request. Served with a straw. Lemons on request only. H. REFILLS All refills on coffee, sodas, ice tea, hot tea, and water are free. When filling coffee or water at the table, pick up the mug or glass and refill to the side. All other beverage refills get a new set-up unless requested otherwise. Refills are automatic when drink falls below the ½ full level of the glass. The guest should not have to ask, nor should you, just make it happen! 10

11 I. BEV NAPS All beverages receive a bev nap. Replace bev naps as needed throughout the meal. J. SMALL To be taken to the table with all starters. Check the quality of ROUNDS all plates making sure the plates are clean on top and bottom. K. FINGER Triangular folded linen placed on a small round. Pour hot water in LINEN the center of the linen on both sides, place a lemon wedge on the center of the linen, and take to the table. L. LEMONS If lemon is requested after the drink is served, bring two lemons per guest that requested, on a small round. 1. Be positive at all times. SERVICE POINTS AND TABLE MANNERS 2. When taking an order, stand up straight. Never lean over, crouch or write the ticket on the table. 3. Know and sell the daily features. 4. Know the menu, inside and out. 5. Place entree in front of the guest and beverages on the table quietly. Never put fingers in the glasses or around rims when serving. Handle all full glasses by the base, and silverware by it's handle. Make sure the guest does not need anything else. Ask: What else may I get you? 6. Suggest another round of drinks when glasses are half-empty. Selling liquor is one of the best ways to increase your sales. Be a salesperson, not just an order taker. 7. Check back on the quality of the food in one minute. 8. Be aware of the time your orders take to get out. Our standard is 8-10 minutes at lunch and minutes at dinner. 9. Keep your eyes on your guests constantly. Before returning to the kitchen, check your entire station and other stations along the way to be sure nothing is needed by our guests. This is called weaving. 10. Pre-bus your tables. This simply means clear the plates, empty glasses and pick up the trash. Have a neat, well-manicured table at all times.(remember Consolidation) Do not stack the plates or glasses on the table while pre-bussing. 11

12 11. It is very important to move at the same pace as our guest. Do not make him/her feel rushed or neglected. Time your tables. 12. When you give the guest their check, stay within 10 feet of the guest to see if the guest is ready to pay immediately. CLOSING YOUR TABLES Once you have been closed you will no longer receive tables. You will continue to wait on your existing tables, do your side work, run food, roll silverware, etc. When your table(s) have left, there are a few things you need to do before getting checked out. 1. Wipe down your entire table with a moist towel (and the condiments). Wipe each seat and check the corners for crumbs. 2. Set your tables with silverware roll-ups. Make sure each one is neatly placed across from the other in the center of where the guest would be seated and not to the right. The roll-up should be tightly rolled with no DOG EARS sticking out. The point of the roll should face the inside of booth or face clockwise on all other tables. 3. Fill each condiment if needed. SALT, PEPPER AND SUGAR -Fill each salt, pepper, and sugar (if applicable) and if you can see any space or light coming through from the top. Fill these to the rim because they will settle some when you take them to your table. SWEET-N-LOW AND EQUAL - Fill your sweet-n-low caddy so you can just place the tip of your index finger in the caddy. Do not cram the sweet-n-low in if it is full. If you shake the sugar down to one side of the packet they will go in easier. The packets should be neatly placed in each caddy. (3/4 sweet-n-low and 1/4 equal) 4. Make sure you wipe down the outside of all your condiments, and sweep the floors surrounding your tables. CHECKOUT PROCEDURE Check your side work duties to see what you need to do to close down or restock your assigned side work. Once all of your tables are gone and all of your checks have been closed, you need to run a cashout and checksum report. These reports lists your total sales for the shift. Then write your name, the tables you had and your side work on the top of your cashout. Take this to the shift leader. You will be responsible for watching the shift leader s station while they are checking out your station. Once the shift leader has checked your station and there is nothing they have asked you to do, you are ready to checkout with the Headwait (Basically, this means giving the money you owe, to the restaurant. You are to continue to run food, roll silverware, pull dishes and glassware until you are called by the manager.) DO NOT STAND AROUND, STAY BUSY WORKING!!! 12

13 CHECKING OUT WITH THE HEADWAIT Before you take your tickets and money to get checked out, there are a few things that you need to do: 1. Print a checkout, tip-declaration and a checksum from the squirrel. You will need to pick-up your checksum from the bar printer in some locations. 2. Separate your tender in piles of credit cards, comps, gift certificates, and cash. All Visa should be together, all Discover together, etc 3. Using your checksum, verify each credit card receipt and its amount against the amounts on the checksum. If the guest has totaled a credit card incorrectly, please write the correct total underneath the total written by the guest, circle it, and initial it.. Never write over what the guest has written!! If there are any discrepancies or missing C.C. receipts, find the check number of the error on your check sum and ask a manager to help you. 4. Once ALL credit cards match up, next check your Comps. Using the cashout, check each type of comp and their amount. Next stamp the backs of all the DUPLICATE copies and fill out the comp completely. Staple any appetizer/dessert cards to the front of the yellow copy and write VOID across it. A manager will sign the comps at the end of the shift. (if the same check had more than one type of comp, you must have two separate copies of the check, each with a comp stamp). A list of comps will be provided for you to view. 5. Now check your Gift Certificates against the cashout for the proper totals you should have. 6. Look at the NET CASH you owe and add the amount of TIP-POOL that you also owe for your total cash due. Make sure that the exact amount due is given with all the bills facing left and right side up. Change should be to the nearest.05 cents 7. The order to place all of these is as follows: Cashout report, comps, credit cards, gift certificates, checksum, and the cash you owe the restaurant. Do not leave until the Head wait/manager has counted your money. Don t forget to clock out, and claim 100% of your tips. 13

14 Sample Cashout ******************************************************* CASHOUT FOR JOE S. Total cash tickets. 05/10/04 ******************************************************** REFERENCE # 14 Total credit card tips. PAYMENTS TIPS NET # ================================================ CASH This amount plus tipshare is the VISA amount owed to store from server. MASTER AMEX TOTAL $ Total Credit card sales. 4-EMPL$ Credit cards will be listed under 8-TRN $ cash. Make sure your credit card 4-CHAR$ slips add up to this amount TOTAL$ = This amount is your net Sales. CATEGORY SALES TIPPOOL Credit cards will be listed under ================================================ Cash. Make sure your credit card FOOD $ $ slips add up to this amount. LIQUOR $ 0.00 $ 0.00 WINE $ 0.00 $ 0.00 BEER $ 0.00 $ TOTAL $ $ This amount is the total tipshare ITEMS DOLLARS VOLUME ================================================ NA BEVS $ SERVER SALES $ # COVERS : 42 AVG CHECK $ 9.34 TOTAL # OF CHECKS: 21 TOTAL # OF STAFF CHECKS: 0 ********************************************************* 14

15 PIVOT POINT SYSTEM The pivot point system is designed to eliminate confusion and must be used at all times here at Charleston s. We do not want to auction off food. The pivot is the point in the aisle where the service person stands to take the order. The seat to the service person s immediate left when he/she is standing at the pivot point is number 1, (It is position #1 whether it is occupied or not), continuing around the table clockwise is number two, three, four, etc.. The host staff needs to know the pivot point system for a several reasons, they are as follows: A. If a guest stops you and asks you to get their server B. If a guest needs to see a manager C. If a guest tells you it is someone s birthday at the table D. For any other reason that you would need to communicate to a manager or a server about a particular person sitting at a table

16 WHY GUESTS QUIT 10% Competitive Reasons 17% Product Dissatisfaction 73% Quit because of Attitude of Indifference Toward Guests by Some Employee I AM YOUR GUEST You often accuse me of carrying a chip on my shoulder, but I suspect that this is because you do not entirely understand me. Is it not normal to expect satisfaction for one s money spent? Ignore my wants and I will simply cease to exist. Satisfy those wants and I will become increasingly loyal. Add to this satisfaction any little extra personal attention and friendly touches you can dream up; and I will become a walking advertisement for your restaurant. When I criticize your food or service, which I certainly do whenever I am displeased and to anyone who will listen to me...take heed. I am not dreaming up displeasure, the source of it lies in something you have failed to do to make my eating experience as enjoyable as I had anticipated. You must find that source and eliminate it or you will lose me and my friends as well. I insist on the right to dine leisurely or eat in a haste according to my mood, schedule or other circumstances. I refuse to be rushed and I abhor waiting. This is an important privilege that my money buys for me. If I am not spending big money with you this particular time, just remember that if you treat me right I will be back later with a larger appetite, more money to spend and probably with a number of my friends. I am much more sophisticated these days than I was just a few years ago. I have grown accustomed to better things and my needs are more complex. I am perfectly willing to spend more money with you, when I have more money to spend, but I insist on quality to match your prices. I am, above all, a human being. I am sensitive especially when I am spending money. I cannot stand being snubbed, ignored, or looked down upon. I am proud. My ego needs nourishment of a friendly personal greeting from you. It is important to me that you recognize my own importance to you and that you appreciate my business. Of course, I am a bit of a show-off too, but do not condemn me for that because you are probably a little hammy at times yourself. Just smile and indulge my whims as best you can. Remember that while you are feeding me in the literal sense, my money is figuratively feeding you. 16

17 Whatever my personal habits may be you can be sure of this, I am a real nut on cleanliness in restaurants. Where food is concerned, I demand the strictest sanitation measures. I want my meals handled and served by the neatest of people in sparkling clean dishes. If I detect signs of carelessness such as dirty fingernails, cracked dishes or soiled table cloths, you will not see me again. I am your guest now, but you must prove to me again and again that I have made a wise choice in selecting your restaurant over others. You must convince me repeatedly that being a restaurant guest is a desirable thing in the first place. I can, after all, eat at home. You must provide something extra in food and service, something superior enough to beckon me away from my own table and draw me to yours. You must provide the incentive for me to eat out. DO WE UNDERSTAND EACH OTHER? 17