AJAR.id – Hello Ajarian! Commonly there are fewer complaints about drinks than there are with meals. Nonetheless, there can be occasions when drinks are less than acceptable so you need to be alert to the need to keep an eye on customers to identify when they have a problem with their drinks.
Common problems may relate to:
- The beer or white wine is warm
- The wrong mixed drink has been served – the ‘rum and coke’ is actually ‘brandy and coke’
- The wine tastes ‘off’.
In practice, the 3-minute check provides an opportunity for diners to complain about beverages as well as the food but the monitoring of drinks needs to be more frequent than just this one check.
Tips on checking customer satisfaction with drinks include:
- Monitoring the non-verbal language of drinkers – being alert to facial expressions that indicate something is wrong and being tuned in to customers who beckon you to their table
- Making eye contact with people when at or passing their tables to encourage them to speak to you if there is a problem
- Making verbal statements. In some ways this is similar to the 3-minute check concept, about their beverages, such as “How’s the cocktail?”.
Nurturing You to Grow!
Written by: Alan Hickman, Nick Hyland
Subject Matter: Provide Silver Service