Category: Bob Brown Says

Greeting: Six Steps to Set the Stage for a Powerful Performance

Most of us size up our server in the first few minutes — even seconds. How well you manage the greeting, with its multitude of opportunities to express warmth and thoughtfulness, sets the stage for a great or lackluster customer experience. 1. Assist guests everywhere Years ago, I observed a couple seated at the bar […]

Economizers: Don’t Fight ‘Em, Join ‘Em

The best servers breathe, adjust, and flow to guests’ ever-changing styles, moods, and pocketbooks.     Having a planned approach to every diner, whether an economizer, faithful regular, complete meal diner, or jackpot table, maximizes your income and their experience. Don’t Pre-judge On a Tuesday night after the holiday rush, I worked a shift at the Georgetown […]

Casting: Your Secret Weapon to Building a Championship Team

A manager’s greatest gift is to put people in roles they love and let them fly. Build your Hospitality A-Team by tuning into your team members’ special talents and putting them in roles where they’ll shine the brightest. I’ll never forget former manager Michelle, who berated me for stacking plates in front of two guests. […]

Product Knowledge Pays

From peeking under a stairwell to look up terms like chicken vindaloo at 14 Market in Charleston, S.C., to sniffing a handful of fresh basil at a Paolo’s food show in Georgetown, I find food fascinating. And using an experiential approach to make product knowledge come alive is a win/win for staff and guests. Consider […]

Selling Wine: Wine Keys to Dining Sales Success

The elixir of a memorable dining experience is wine. It boosts sales, builds rapport, enhances the food and mood, and heightens the experience. Increases sales. Guests dine with wine. When you sell a bottle, guests order more appetizers, soups, salads, entrées, and desserts. In short, wine turns eaters into diners. And, when you sell a […]

Embracing the Coupon People

The best servers breathe, adjust, and flow with guests’ ever-changing styles, moods, and pocketbooks. In the Meal Designer series, we explore effective approaches to every kind of diner—economizers, faithful regulars, celebrations diners and jackpot tables—to enhance the guest experience and maximize sales. Don’t pre-judge. In my server days, on a Monday night in January after […]

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