Most of us would typically say no, preferring the historic 15%. If feeling generous we’ll go 20%, when peevish 10%.
So what must a server do to earn big tips? Read the room, and market properly.
For years I’ve complained about what folks do wrong in their marketing.
Doctors, corporations, and the Postal Service have all come under withering attack for poor marketing practices or non-existent customer service.
A 23-year old server at Escondido’s Stone Brewery demonstrates how to do it properly.
Most servers introduce themselves to encourage a “relationship”, albeit a short-lived one. They work hard for minimal pay, hoping for tips to allow them to live like real people.
Anyone believing they’re above such menial labor sees wait-staff as unskilled workers.
Nothing could be further from the truth.
To survive these staffers must be knowledgeable, gracious, personable, and talented. This week I met such a person.
Madison is hardworking, entertaining, bright, personable, and efficient. She spoke her mind, didn’t miss a trick, and restored my faith in the future of service businesses.
She made us feel truly welcome, engaging with my party and learning what made us tick.
It was unusual behavior for a server, and something I might’ve frowned upon under other circumstances.
However, it was a slow night and she read us correctly; we were open to conversation.
So she talked with us about us, rather than merely doing busywork.
We found her intelligent, her humor charming, and encouraged her to stay.
Despite my desire to interact with my dinner partner, I found Madison brought much to the conversation.
Her taking the time to care for and anticipate our culinary needs led to that well-earned 43% tip.
Few 20-somethings figure out the importance of good customer service. Indeed, many people twice that age don’t get it.
But Madison knows the 3 rules of good marketing:
- The customer’s always right
- Know your business
- Anticipate customer needs
Merely introducing yourself isn’t enough to increase your earnings. Being overly-friendly won’t appeal to everyone.
Yet this young woman demonstrated it’s possible to market yourself well while carrying a tray full of drinks. She followed our lead, and established a real relationship.
We’ll both be her customers again…soon!
With that said, I wish you a week of profitable marketing.
Send your comments about Madison to www.marketbuilding.com.