Service check back lines... the good, the bad and the boring

Asking diners if they enjoyed their meal is standard practice for any restaurant hoping to understand in ‘real’ time, what guests thought of their dining experience. Pretty much every restaurant ie. every good restaurant has a ‘2-minutes / 2-bites / 2-sips’ check back rule as a standard operating procedure (SOP).  Even then, a lazy or rushed server may go through the motions without bothering to check back with the table at all.

The 2-by-2-by-2 rule is considered a timely window to catch any issues before the guest are too far into their meal, or begin to voice (perhaps loudly) their dissatisfaction. Furthermore, it is an opportunity to pick up valuable feedback about the tables meal experience. However, there are times, when the check back rule may not necessarily go according to the prescribed SOP. That’s mainly due to the bland script servers’ use, by sending out lines that get answered with one-word responses that barely say anything at all. These boring lines include: -

• Question: “How’s everything?” reply: it’s OK.
• Question:” Is everything OK?” reply: Um-hmm
• Question: “You guys all good?” reply: Yes.
• Question: “What do you think of the meal?” reply: Fine

A better way of re-phrasing the question would be to ask ‘open-ended questions, such as: -

• “I hope you are enjoying your meal?”
• May I get you anything?”
• How does everything taste for you?”
• How are you feeling over here?”
• “If there’s anything else I can do to make your meal more enjoyable, please don’t hesitate to let me know.” Is a sure winner. (Be prepared though for some frivolous answers such “yes, please don’t bill me.” Said in good fun).

The above are not just courteous ‘going through the motion’ expressions; instead, they convey a genuine inquiry into their (diners) satisfaction.

While we’re at it, how about a few alternatives to the ugly, post-meal comments, such as “Are you finished with that dinner plate?” A simple, “May I?” or “Excuse me…” or “Ready to move onto something else?” sounds so much more hospitable.

Before rushing to apply the ‘2-by-2-by-2’ rule be observant. Most training manuals don’t include the advice; if your customer is chewing his / her food don’t ask them questions that can wait. In other words, don’t interrupt a mid-bite moment.  If there is a group or family at the table, direct your question to the table at large while making eye contact with each member of the group/family.

Experienced servers know when setting a table with a variety of eating utensils (cutlery), that it follows the guideline of ‘starting at the outside and working one’s way in”. However, not many know the hidden language behind cutlery, where customers who are very knowledgeable on dining etiquette, will place their cutlery on the dinner plate in specific ways to indicate at what stage of the meal they are at.  For example, when they place the fork and knife side by side in a vertical position on top of their plate it indicates that have finished the meal/eating. Likewise, there are several other specific ways that placing cutlery on the dinner plate conveys their requirements to the server.

Before concluding, let’s shift attention to kids, towards whom many servers hardly show interest. I recall this restaurant hostess who noticing that our grandson hadn’t touched his meal, immediately knelt down to his level with a smile and asked him “Is there something else you’d like instead of the chicken or can I get you some sauce that might make it yummier for you?” demonstrating not only sensitivity to the child’s preference but also a proactive stance in ensuring his dining experience was just as enjoyable. Now, that really is going the extra mile and a half.

Shafeek Wahab – Editor, Hospitality Sri Lanka, Consultant, Trainer, Motivational Speaker, Mystery Guest Auditor, Ex-Hotelier

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