Thoughts from a Coaster #1
When greeting a guest, it’s usually a good idea to ask them how they are feeling. “Hi there, how ya doin’ today?” you might say. “I do that,” you’re probably thinking right now. But do you? Do you really ask that question, or do you just mutter the words and amble off down the bar to have a laugh with the waitstaff?
If you really ask the question, then you ask it while looking the guest in the eye, letting him/her know that you are truly interested in their answer. Then, and this is very important, wait for an answer. That’s right, when you ask a question, you must wait for an answer. It gets even tougher at this point: After the guest answers your question, it’s now your job to react to their answer. “Good to hear it,” or “Oh, damn. Been there. Not good. Let’s see if we can make you feel a little better.” That sort of thing.
All of this usually takes less than a minute. “I don’t always have a minute to spare at 11.30 on a Friday night,” you might say. And you’ll be right. We can’t do this all the time. Just do it every single time you do have a minute to spare when a new guest bellies up to the bar.