Simply Irresistible
No one in this industry has done more to line the pockets of
front-line servers than our own Bob Brown.  Just remember to send him 20% of the increases in your tip jar as a thank you.

Let’s face it—guests today are tired, wired and distracted. And, when you’re speaking at 150 words a minute and your guests’ minds are drifting at 450, how the heck do you hold your audience spellbound without a an arsenal of wake up strategies?
While consulting with Olive Garden, I decided to check out where guests were at on the server receptivity meter. I was surprised at what I found. Donning black socks, black shoes, black apron, white shirt and designer tie, I approached my first table. Mr. Jones was on his Blackberry; the wife was on her blue metallic photo-cell phone, little Johnny was entranced in his Play Station 2 and baby Sue was crawling under the table. I could have lit myself on fire and no one would have listened. So, listen up.

GET YOURSELF TOGETHER You’ve heard it: professional appearance alone makes you a better salesperson. OK—the obvious—clean and pressed shirt, tie and pants, matching socks, shiny shoes, minty-fresh breath, clean and not over-perfumed presence are just the price of appearance entry. But what about how you wear what you wear. Think of Brad Pitt. He doesn’t have that plumber’s crack showing. So, don’t come in looking like you’re wearing your big bother’s shirt. Make everything perfect—the fit, the feel—the style. Guests pick up on that.

ROLL OUT THE NON-VERBAL RED CARPET Another sure-fire way to start on the good foot is to greet guests warmly onto your stage. Sure you want to smile and make eye contact. But go beyond—help escort guests to the table, assist them with their jackets and belongings, pull out their chairs and rearrange the salt and pepper shaker. Guests take notice of a class act.
3 CAPITALIZE ON CUES The underlying current of your guests’ wants and needs are revealed in a vast sea of cues. From beginning to end, you must read and respond ever so cunningly. You have to field the thousands of tones, gestures and expressions that say anything from, ‘Cut the crap and take my order,” to “What red would you recommend with the Steak Diane?”
4 USE THE BOSS MAN Who’s this leader/buyer, boss man and why is he so important? He’s the guy who’s leaning in on your every word. He’s the dude who’s on your side— your assistant salesperson. He’s your to-go-to-guy. He tells his buddies to shut up and listen. Make sure to stand across from him when delivering your presentations of the wine list, menu and dessert offerings. Humans, are after all, are herd animals, so work it and the followers will follow.

ENGAGE–DON’T DRONE Sorry, but “Hi, my name is Johnny and I’ll be your waiter tonight,” isn’t going to cut it. In fact, it’s like a flight attendant rattling off exit row instructions. Guests are thinking, ‘Humm—time to check my voice messages.’ Pick up the pace with, “Welcome to Paulo’s. In addition to our full bar service we are featuring a Belvedere Cosmo prepared by our ace bartender Frank Zumbo from south Philly. Now the woman in position two is in—since her ex-boyfriend who dumped her—is from the city of brotherly love.  

HAVE A STAGE PRESENCE Stage presence plays a big part whether guests tune in or just blow you off. What kind of stage presence do you have? Are you quiet, efficient, flamboyant, funny, suave or charming? Perhaps you are a walking encyclopedia of truffle trivia. You might even be the dramatic and charismatic waiter who out-sells everyone this side of the Mississippi. And, though not all of us are Jack Nickelsons or Meryl Streeps, our job is to fine-tune the one-of-a-kind way we present ourselves to the world. Develop your own unique lines, routines and gestures. Your audience will be pleased. 

BE INTERESTING Make sure that you are locked and loaded with information that is entertaining. Deliver your presentation of the menu with panache. Know that the Stag’s Leap Merlot was Nixon’s favorite sipping wine while listening in on Watergate. If you’re interesting you’ve got a fighting chance. If you’re a boring order taker, you’re destined to being painted invisible. Remember, the more interested you are the more interesting you become. Commanding attention requires a heaping helping of skill, awareness and creativity. Your expressive voice, infectious smile and impeccable appearance all play a part. But, the jump-out-and-grab-me magnetism essential to hook today’s over-stimulated audiences can only be achieved with compelling attention getting strategies. So get busy.