Four Phrases to Never Use with Guests
When waiting on customers, there are four phrases that should never be used. Pass these on to your servers:
“I don’t know.” If you don’t know, find out. Instead, say, “Gee, that’s a good question. Let me check for you.”
“We can’t do that.” Instead, say, “Boy, that’s a tough one. Let’s see what we can do.” Then go find an alternative solution.
“I’ll be back in a second.” If you’ve ever said it to a guest, you’ve lied. Try the truth: “It may take me a two or three minutes to get back to you. Can I get you something from the bar on my way back?”
“No…” at the beginning of a sentence. The word “no” conveys total rejection. Turn a negative answer into a positive: “We aren’t able to substitute a taco for an enchilada on the combo platter, but I can bring you an extra taco on the side.”
Crystal Clear – How to Clean a Beer Glass
A bad glass can ruin a good beer — and a customer’s experience. Teach your bartenders the five steps toward a “beer-clean” glass:
- Start with a clean, three-compartment sink. Sink one should be filled with warm water and glass cleaner, and should feature an overflow pipe to maintain a constant water level and a funnel strainer to catch residue when glasses are emptied. Number two should be filled with cool water, with a slow but steady stream allowed to run throughout the washing process. Number three is filled with a sanitizer and clean, cool water.
- Empty all contents into the funnel in sink one. Scrub vigorously using a low-suds glass-cleaning detergent and, whenever possible, motorized brushes. Use odor-free, nonfat cleaning compounds made especially for cleaning beer glasses. Oil-based detergents can leave a film.
- Thoroughly rinse glasses in sink two. Always place the glass bottom down in the rinse to eliminate the chance of air pockets forming and/or improper rinsing.
- Repeat in sink three.
- Air dry the glass. Place it upside down on a deeply corrugated drain board, allowing air to enter the inverted glass and complete the drying operation by evaporation.
