I'm a restaurant guy...
and I have hired, trained and parted ways with hundreds of servers in my career. there have been good ones, bad ones. Ones that were born for serving and ones who should have never even tried.
The successful ones I believe are the servers who do not work for restaurants or managers but work for themselves as business owners.
Servers like all business owners have to have return on their investment in order to make their life continue. They do not rely on an hourly wage but on the generosity and "perceptions" of good service of their customers.
Servers have customers.
Their customers like in any other business are not all the same. They have different demeanor's and require tack and professionalism when dealing with them. Servers as business owners have to be the PR and Customer Service Agent of their business. They have to market themselves "Come back and see me next time" They have to handle face to face inquiries and comments on how they do their job. They are the only face of their organization. They can ill afford to be rude or crass even when the customer is rude or crass with them. Their gamble for them is not that they may have to comp an item or give a discount, No most of the time it is a total loss if customers leave unhappy. Servers who are skilled in the art of the constant smile and kind words make the most because they understand the tip is usually ALL or NOTHING and their time is precious.
Successful Servers play with kids, have photos of their kids in their server books, learn names quickly, ensure accuracy in order taking like they take phone orders for catalogs. They smile often, enjoy doing the job and make their tables laugh. Face time is how they make money so they spend time near or around their tables. They say "Thank You" a lot. They can recognize the level of service needed quickly and come to a non-verbal agreement with guest on level of service quickly. They are not the same to each guest. They tailor service to the customer who is in front of them.
Servers have Suppliers.
Being a middle man or woman has never been fun. But that is how business runs. Servers have to get supplies from Kitchens, Bars, Hosts, and Managers. Sometimes they are responsible for maintaining their own supplies like side work during shift. When business owners work with suppliers they Place orders, Ensure order accuracy, Deal with returns and quality issues and most importantly deal with the people who supply the items. When dealing with suppliers you first want to speak the same language. You may think you are ordering one thing and really be ordering another. You must have product knowledge and know the ins and outs so that you do not over or under order. The people who are the suppliers can be temperamental or busy running their own business as well, So you must find the right ways to communicate.
Successful servers have great menu knowledge, ask the questions before they become mistakes, review orders before sending to kitchen. They have good relationships with cooks and bartenders so that their orders are fulfilled happily. Some even buy treats or say a lot of "Thank You's" to co-workers. I have seen some who even know all the cooks names.They communicate with Hosts and Mangers when the business is overwhelming and express concerns when supplies are low or poor quality. They treat others with the respect they want to be treated.
Servers have Business Climates.
Doing business in different climates requires we act differently. Business climates can mean different traffic patterns, schedules and availability of work, technical support, external marketing, strengths and opportunities of surrounding area.
Successful servers open their availability and show their cooperation to work themselves into prime shifts and schedules. They do not try to mandate their schedule but show how beneficial they are so that they have opportunity. Successful servers find themselves in the building when the customers are. They quickly know which manager can provide quick assistance and which ones are just not available. They know how to stock computer printers and where things in the restaurant are that others don't. Successful servers do not rely on who they are working with but rather know how to work with anyone. Successful servers are brand ambassadors. If they are not happy with their product they should probably sell something different.
Similarly to renting a chair in a salon for a hair dresser is how Successful Servers view their job. They have space in a place where customers are coming or can be driven to but they must still operate as business owners dealing with the salon owner and marketing themselves to people who will come and get their service.They have to ensure that their service is better than the salon next door or the hair dresser who has the chair beside them. It is about point of view.
Non-Successful servers view things in a take, take, take mentality and consequently never maximize their business to its full potential.
Running your own business always carries Risk/Reward. But it is very fulfilling and profitable if done right.
