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Category: Bob Brown Says

Seamless Systems: Four Ways to Make the Right Thing the Easiest Thing to Do

After a boat ride up the Potomac one October afternoon, I stopped by a Washington Harbour cafe with my family. While struggling to put two tables together, a server scolded, “You must check in with the host, and you can’t sit here unless you order entrees!” Needless to say, we took our $70 elsewhere. When we experience […]

Seven Ways Successful Servers Sell Using the Power of the Senses

How can you sell more without using words? Sure, great waiters paint pictures and use words that “taste” good, but they also masterfully use the power of the senses to create impulse buying. Create a display case Guests often buy off the next table as much as the menu. Bet you’ve seen table-shopping guests crane […]

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 […]

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