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Category: Bob Brown Says

Mastering goodbye is the key to repeat business

Don’t let your efforts go up in smoke at the finish line. Embrace a series of artful tactics and strategies to ensure a perfect ending. 1. Be hyper-vigilant at the end of the meal. Do your guests want to linger over Gran Marnier or bolt for the Cineplex? * Work your table to the bitter […]

Answering, ‘What’s good?’ is Your Ticket to Paradise

When guests ask, “What’s good?” they’re really saying, “Tell me what to buy.” They’re saying, “Here’s my American Express card…have at it.” This advice-seeking question is your pass to the “Promised Land.” Unfortunately, too many servers respond with, “Everything’s good.” That’s code for, “I don’t have a clue,” or “I’m too lazy to bother.” 1.  […]

Six Ways to Create Magical Connections with the Inside-Scoop Tool Box

So, you want to be a food and beverage expert extraordinaire? The secret to knock-your-socks-off service is to arm yourself with an inside-scoop toolbox of guest preferences, the local area, current events, and cool activities. 1. Be up on what’s up the neighborhood. While working at the Loews Hotel and Resort in South Beach, I […]

Nine Ways to Get Attention-Resistant Guests to Sit Up and Listen

Today’s tired, wired, and distracted guests have little appetite for listening. While rattling off specials, I bet you’ve felt you could light yourself on fire…and no one would notice. Not to worry, you’re not alone. So, let’s explore. 1) Get yourself together. Professional appearance alone makes you a better salesperson. Okay, the obvious. Clean pressed […]

10 Tips for Restaurant Training Success

1. Be an expert. The fastest way to deflate an audience is to not know the jargon and the ins and outs of a business. Know your topic and connect the concepts and techniques to real-life experiences. You’ll be effective, believable, and confident. 2. Set the stage. Restaurants are less than ideal training venues. Their […]

Server Alert: 3 Fullproof Ways to Up Your Game

Back in my musician days, while opening for the likes of Neil Young and Richie Havens, I never gave much thought to restaurant service. That all changed when waiter Steven Hayes at the Garden Restaurant in Ocean City, Md. cast a spell with stories of the Garden’s local seafood that was enhanced with home-grown herbs. […]

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