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.”