My dad is a salesman. This is called customer-based salesmanship: my dad would say that it was the opposite of treating your customer like a mark. You're there to facilitate the good of others, not to con them. It's how you survive a job in sales without losing your soul.
I think businesses before have done this, but then grew complacent down the road. Glad to hear that there are people who work in customer service that understands how it properly goes :)
@Music & Whistle msk this is a purely defensive comment - not one representative of reality. My father's opinion was developed by over 40 years of experience in the field. 🤷 There were and are many businesses and sales approaches that - some of them perhaps unwittingly - push their own good over the good of the customer, thereby creating the approach of the con. One of the main ways individuals do this is through delusion - essentially forcing themselves into believing it is simply not possible for the purchase of their product to be against anyone's good, ever. This is, I think, how most of the well-meaning but kinda-dumb salespeople of the world do it: cover up the pricking of their conscience with a delusionally overabundant enthusiasm for their product. These people cannot usually perform as well as someone invested in the customer's good, because many people sense the falsehood and won't trust them. That said, my father was of the opinion that the moral salesman was not likely to beat out a true conman for top slot - his experience was that, in any field where things were highly competitive, the temptation to be a con artist was forever present: that was simply how you got to the top. These con-artists are the people with smarts and skill, not dumb enough to bother with deluding themselves - they are artful liars, able to make others believe whatever they wish them to, bending them to their own ends. Back the 80s and 90s, corporations routinely cut everyone from their sales divisions after one or two years - except for a few top performers - preferring to pay the lower salaries of fresh-minted college grads otherwise, and pretending that this created an environment that "encouraged excellence" in sales. Many things have evolved since those days - I think it's not as bad as it was (although it's hard to say for sure: by the mid-90s my dad had opted to get out of that rat race and work for small businesses - nowadays he runs his own). But I think that backdrop still influences the field quite heavily today, because those young men, having to con their hardest to battle it out and "succeed" back then, are now the people in charge of sales and marketing divisions. 🤷 If you've found a place to settle that doesn't punish good people for their principles, great! But that doesn't mean the toxic approaches don't exist, because they ABSOLUTELY do, and they're still highly influential in the field.
Even when I was in TV/AV sales I hit a stride when I decided my goal wasn't how much I sold but to have zero returns. People are there wanting to buy awesome stuff, making sure it was exactly what they wanted and would feel awesome about it was the goal.
The only time I ever asked to speak to a manager in a restaurant was to compliment a server who was like this. He was the best server we had ever had! He was explanatory without being condescending. He was not intrusive at all but was right there to refill our water when it was low. Everything was perfect, and we will never forget that dinner! He earned the largest tip we ever left.
I have been tempted to ask to speak to the manager for good servers, especially when they did great despite being short staffed and busy, but I always chicken out because I figure the Manager is probably also busy!
@ke6gwf - Ben Blackburn even if management is busy, do it. Call them over. It'll be a sigh of relief that they don't have to worry as much about one of their servers, which becomes less of a worry overall. They also know their management skills have not gone to waste because they've managed their staff well enough to have their customers get such an exemplary experience that they want the management staff to know. It's a sigh of relief.
We had called over a manager to praise our server and it turned out that server had just been berated at another table by some dirt bags who just wanted a free meal. He was thrilled to have a customer seated at right about the same time back him up as the great server he was.
Unironically, the best servers are the ones who almost never speak to my table. After I order, just walk past my table and make sure the water is fine. Beyond that, I will make eye contact or otherwise flag you down if I need you. The thing that irritates me more than anything is when a conversation is interrupted just to be asked if everything is good. It's why I love France, those people do not care in the slightest how your meal is going.
The actor who plays Drew really nailed the character on this one! It felt like you were listening to a real server giving advice based on years of experience! Go Uncle Drew!
20 years of medium to fine dining... 1) Know your menu and your wines 2) Read and listen carefully to your customers 3) Don't pressure sales (people can tell) 4) Do offer your best advice and be honest 5) Be kind to yourself
Hahaha I too miss waiting tables...so much fun That feeling when all is perfect in your section...almost like you are the queen and yes this is your cat walk...
There were moments where I think of being a server because my social skills are trash. However, dropping people's food either in front of them or when it just got out the door scares me the most. I've already seen this happen to one of the employees when I was working once and I felt genuinely bad for her.
So weird I am 43 now. I bartended and served for over 14 yrs before I completed my PTA degree. I've been a PTA now over a decade, but this guy's videos almost make me want to pick up a weekend job😄. Good luck in the program!
100% feel this. In my seven-ish years of experience in the restaurant industry I've always felt that my introversion set me back as a server because I would always see my extroverted server coworkers go above and beyond with their sales pitches. But then I realized that I could use my introversion to my advantage by (like you said) shifting my frame of mind. Instead of trying to hyper-upsell items, I made a genuine effort to connect with my audience and make their dining experience genuinely enjoyable and since then I've never had any problems falling behind my extroverted peers, and it's something I mention in all my interviews lol
@@Bighannes410 Untrue. I would say I'm an introvert and I do catering, going to someones wedding and serving them food. Money is needed and it, can topple it.
💯 - this is the right way to see introversion (or any personality trait, tbh)!! It simply gives you different skills, it does NOT make you incapable of doing anything you truly want to do. Analyzing your personality is supposed to help you shift your mindset to use the skills you have, period. People need to stop using these things as an excuse, or as a way to gripe about the strengths of others.
@@Bighannes410 Being an introvert isn't all about anxiety. It is about not needing people, attention, other peoples compliments. It is being content with your goals and if I or whomever is content being alone to do it, that is fine. If I never receive a thank you for it, that is fine too.
I have little kids so don’t get too many dining experiences these days but when I do I LOVE having a server like that. It’s so enjoyable and their recommendations have never disappointed me.
@@opossumsauce4472 😂 that’s why I don’t take them to fancy places. I am looking forward to my annual fancy child free meal in April when we go on vacation.
Yeah my problem has never been gauging when to sell with good opportunities. My problem has always been management wanting every single customer to be sold something.
Drew i'm so happy to watch your channel grow, showing the service industry life the way you do is so relatable and funn to watch, been a fan since day 1
From a chef’s perspective I appreciate this. I like to see the different personalities of each individual staff member shine on its own. Sales are a big deal but im more concerned with customers returning than I am with an extra few bucks on a check.
It’s so true. I worked at this one place for almost 5 years. It was business-casual and the food was excellent, but every year the prices went up (especially the year the crooked owner got caught NOT offering us health insurance and had to fork it up), and every year it became harder and harder to sell. Then I realized that I know exactly what the best items on this menu are. They’re not the cheapest items, but also not the most expensive. I’m gonna make sure my guests have an amazing experience. I picked the two best apps, and the three best entrees and then learned them like the back of my hand. Then I’d tell my tables “look, if you haven’t dined here before, I can’t let you miss out. You have to start with our famous Thai chili tossed shrimp. We’re also famous for our homemade pimento cheese and house fried kettle chips, and famous for our creamy crab and corn chowder as well. We’re very famous for a lot of things!! (that corny shit usually gets a laugh.) Then I picked my top three entrees. But I wouldn’t just suggest them, I would DESCRIBE them. That’s the key. It takes an extra minute or two, but it’s well worth it if you can spare the minute and your tables are receptive to suggestions. “I have to recommend our shrimp and grits. But I’ll warn you, it deviates from the classic recipe. We start by slow cooking our home-style grits with creamy smoked Gouda. Then we batter the grits and fry them into these delicious smoky, cheesy grit cakes. Then we sauté some nice fat shrimp, grilled andouille sausage, peppers and onions simmered in a beer broth using our house dark ale, and we pour it over those smoked Gouda grit cakes. 6 out of 10 on the spice scale! Oh, you don’t do spicy? Well then you HAVE to try the Bison Meatloaf. Yes! Bison! Well if you don’t know, bison is full of flavor, but very lean. It’ll dry up quick when baked. So we pack our meatloaf in house with equal parts ground beef, pork, bison, and veal. No filler-nothing but savory meat. It’s a perfect combination of flavors, slow cooked in the oven and then grilled for a perfect texture that’s crisp on the outside and juicy on the inside. It’s sliced thick and topped with a homemade Demi glace, served alongside creamy blue-cheese buttermilk mashed potatoes and French cut green beans. And I highly recommend starting your meal off with our grilled romaine salad. Two crisp hearts of romaine are gently brushed with Caesar dressing and then tossed on the grill for just a quick moment just to wilt the edges and give it that savory grilled flavor. Topped with house-shaved Parmesan and plump, ripe Cabernet tomatoes with rye croutons made in house and a drizzle of balsamic reduction. Perfect compliment to your meatloaf! And if you need a wine pairing I highly suggest the Charles Krug Cabernet. He’s a big, bad, bold Napa valley red that will stand up to the challenge of a savory meatloaf and burst with complexity and compliment next to that salad.” 9 times out of 10 they get every item I suggest once I describe it. And they leave so happy and impressed with the food and service. See? aren’t you hungry for that now?? Edit: Lol sorry… I had fun typing all that out. 🤣 if you read all that, then thanks!
I would hate you as my waiter. I’d have to sit there, awkwardly listening to you describe shit I never would eat, feeling unable to interrupt your bullshit.
Drew, this type of advice could really help a lot of people out. Considering the number one profession is serving or working in a kitchen it could really help people. I know single mothers number one job is serving and they deserve all the help they can get.
Yes the advice is great ! I no longer serve food I am a bartender now but I was a server for 8 years ( ihop out of all places ) but still: I took the job seriously and I always tried to give a great experience to my guests . I did well in tips but once I found my new job I left ihop for good . As did about 6 other servers I worked with . To this day IHOP says the casino ( which is where all of us went to become cocktail servers) stole all the best servers . Well they didn’t 😂, the casino just paid us more . 8.50 an hour plus tips vs 2.14 an hour at ihop plus tips . So yea happy ending for me . I think drew did more fancy restaurants but even at IHOP you gotta make the service excellent always .
You just nailed the sales experience. Once you stop selling and start serving the customer. The way you would a close friend in your home. It becomes easy on everyone and everyone benefits. All industries can learn from this very simple perspective change. Keep up the videos. They’re great.
YES!!! This is amazing advice, I've been a server for 20 years, I've worked at 6 different kinds of restaurants. Anticipating the customers needs and being genuine, learning the shit out of the menu, will make you money and not be stressed.!👏🏼👏🏼
As a guest myself, I feel more confidence and trust on the food if the server is genuinely and enthusiastically guides me through what's what. It speaks volumes about how the server himself and his confidence on the quality of the food being served. I think, Drew is right here 100%
I'd love to see more serving and sales advice from you, Drew. Been working restaurants since 13 and I'm 26 now...so half my life, with the majority of it in fine dining. Well versed in BOH and FOH positions but am always open to hear other peoples takes on the industry and how to improve sales, tips, and customer experience. Your input is valuable to me and I'd be very interested in seeing more from you. Regardless, every piece of content you've put out is superb from the hilarious skits and shorts, to the serious advice like this. Keep it coming! You're an absolute jewel in the restaurant/serving community...and that's not just lip service. Thank you for what you do! Sincerely.
Well sir, that's some damn good advice. I've been serving for about 11 years and in the restaurant industry for 16 total. And you've hit the nail on the head here. This has been my strategy for most of my years outfront; Treat the customer how you would like to be treated. All the knowledge, connection and being friendly has lead me to very 'easy' style of serving, where I will usually be ontop of sales figures,make a high gratuity adverage and get the most positive feedback. For a relatively chubby man in his 30s, this us the way. Knowledge is everything, so you can instantly answer questions. Being friendly and trying to make the customer feel like they are special. You're videos are great, and waaay to accurate ;) Cheers sir.
Omg! You nailed it! This is exactly what happened to me too. Once I started approaching my service like this, it was crazy how much I started enjoying serving. People were leaving happy I was getting tons of compliments and my tips were almost always ~25%. Being genuine, really knowledgeable, and learning to listen to people makes a huge difference. Thanks for your post, I hope lots of people will take this advice.
I was a cocktail waitress and bartender for sever years in the late 90s through about 2000ish at an upscale cocktail and cigar bar. I learned to smoke cigars, tell the difference between cigars, learned which cigars paired well with which menu items. I knew so much about the menu I could've given a lecture on the making and history of rum. That product knowledge combined with my admittedly awesome cleavage put me at number 1 or 2 in sales every night. I hated leaving for a "real job" but it was time to start thinking long term career vs. just paying the Bill's and having fun. But I stayed in hospitality, moved into management and spent close to 30 years in the industry before leaving to become an Addiction Counselor. Yes I see the irony.
I mean, addiction counseling is like waiting right? You have to connect with the person and engage with them instead of giving them the corporate spiel about addiction is bad and you should feel bad etc.
@@SWFLAerialGuy saw your comment after the last part of the original comment had faded from my memory...almost choked given the first sentence. Kept reading and it made more sense, but still too funny NOT to mention.
I've managed restaurants for decades, and you are accurate in the majority of your videos. Very funny, realistic, and on point. I love your videos. Keep up the great work
I agree! When I was serving I never wanted to appear pushy and it wasn't until I learned this mindset that I was able to relax and enjoy talking about the features etc. Love your channel!
I 100% agree. If a place MAKES you go by a script and doesn’t allow you to be the guide, RUN RUN RUN. No matter what, I’ve told Dad jokes left and right, made up my own cocktails, and ask the guest what THEY prefer usually to help them figure out their course. I can say it’s never failed me and always results in a positive experience
Thank you for such genuine, helpful advice!! And for clarifying that servers are under pressure to make certain sales. I NEVER knew that until you mentioned it in a previous skit. 🤯 This helps me appreciate them even more. You approached that stressful job in a genuine, mindful way and made it meaningful. I find that self-reflective people are hard to come by. Kudos to you!
That is the BEST advice! I did that when I was a server. I listened and gave them Honest Opinions about the food, answered their questions and didn’t push any specific item. Make them happy they found YOU!
Great advice my man! I was a server\bartender for about 12 yrs and had a very similar mental shift at one point and it brought me back from the proverbial ledge big time.
I’m 57 and I worked at Bennigan’s and steak and ale in the 80s and they would have shut downs for a couple of days to put the entire staff though what you just described … I love your videos it hasn’t changed in years… I’m now an engineer but I remember this well and enjoyed every minute. Thanks you do great work
I’ve definitely had servers who had more of this mindset and it absolutely makes the experience better. There was a waiter we had 2 years ago that still sticks out in my mind because of the genuine interest he displayed in us and our experience as well as his knowledge of the options they had to offer and what would suit us best based on likes and dislikes. Really great advice, thanks for sharing
My mindset shifted to this a while ago. I legit have fun talking people through the experience. They have a great time. I don't worry about the silly minutiae. We make money and the customer has a positive experience... I know the menu inside and out. I did the work. It's definitely worth it.
I truly look up to you. I thought I had most it completely down 5 years into FoH. I learn an incredible amount on how to take my service to the next level from your videos.
VERY TRUE. I served, bartender-ed, and managed for a decade. Listening to your customers gets you the best results. Everyone is happy, service is easier, tips are bigger.
Drew. I absolutely love your content and everything is spot on. I've been in the restaurant industry for 25 years doing everything from bus boy to management. Everything you say is correct. Wish you could get a tv show because it would be amazing. Keep the videos coming brother.
Tons of respect for you, Drew. 23 years of the hospitality industry would absolutely crush some people - and you use it to fuel your comedy and you still talk about it with such passion.
Thank you for the advice man. I’ve been working in the industry for 4 years and it’s true the best way to give them a great experience it’s if you’re knowledge it’s on point. I’m a Latino in Canadá so learning the language was a my biggest struggle. Now I’m more fluent and I can enjoy my job more. I love your content keep it up.
bro, I worked all over the service industry for about a decade. Your channel is better than anythin on snl in the past 20 years. i hope you make wnough money to open your own restaurant, or accomplish whatever your dream is. good luck, and keep up the great work.
Never was a server but at one of the pizzarias (corporate) I worked at I was expected to upsell when I worked on phones. I'd have go-arounds with my manager because I refused to, I always felt if I listened to what the customer ordered I could make suggestions and the customer would appreciate that then some automatic drone spiel. Also (In case you wondered) how the "rogue" worker fared, I outlasted the manager. The Regional Management was happier in customer service than upselling it turned out.
I worked pizza when I started out, normally you can just tell them that by getting x instead of y you can apply coupons and save them some money, you can also just get to the point where you just give the line about “ok so that is XYZ would you like any ABC to go with that?” Jesus I hated it but it was easy and it payed. On a personal note I’d apply coupons to any orders that were placed if they didn’t already have that and they were applicable I swear I saved customers thousands a year collectively and no one will ever realize it lol.
Thank you for this explanation - it is a wonderful mindset that I think could be applied to almost any business. Nobody likes pressure, whether to sell or buy, so your description gives people the chance to enjoy an experience. 💜
Exactly! Worked for a contractor for Verizon. I hate selling, but what I love doing is helping the customer! I treated myself as an advisor rather than a rep, which made me learn about all the devices and service. I had great ratings on my evaluations from customers, and the numbers take care of themselves. I still carry this mindset to my new job.
I worked in sales a few years before I became a chef. We were always taught that the secret to selling was to actually want to make the customer happy. If someone feels that a person is genuinely trying to guide them to something they'll like, then they will spend more and be happier with what they bought. Those skills really helped moving into the food world because I knew that the thing people value most, no matter the industry it is, is feeling cared for.
Yep. I’m a new server who is really bad at sales and makes a lot of mistakes but I every day I come into work I genuinely just love doing my best to make my tables have a great experience. Giving a person an experience that they will remember for years is one of the greatest feelings in the world and I am constantly striving to do that for others
This is absolutely my style, customer-oriented service! It's SO much less robotic on both ends, and it makes you feel less like your soul is being sucked out of your butthole lol. It also has a lot do to with owners hiring and training people to be the independent, empowered brand ambassadors they can be.
I only knew this because my brother is an awesome server and explained about the “dining experience” years ago. I don't think a lot of people realize this. Thanks for trying to help all of the other servers out there! Shows how even more awesome you and your wife are for helping!
This was really cool for servers but this totally applies to every kind of job or just building good relationships with others. That was some real top quality advice there man.
Truth. I worked in custom framing and until I found this mindset, it was hell. We were expected to pull in 2-3k a day in a pretty rinks dink town, with a target average of $200-$250 per sale. It was like pulling teeth. And let me tell you, if you try to upsell a $50 piece of fancy glass to a customer who only wants to spend $50 TOTAL, they are going to walk over to the ready made frame aisles and be done. I had to connect with each person, really look at their art and listen to why it was precious enough to frame. Then I could figure out if the frame was the most important part, the matting, if the materials really did need certain protections with certain materials. Then we would figure out what combination made the most sense. For those who genuinely couldn’t afford much, we’d use a ready made frame from the floor, add on a special mat or protective glass, etc. they were happy. I made a lot more sales which made my bosses happy. And I got the ones who had the $$$ to spend a beautiful, elaborate custom piece to die for. So it all balanced out. 🤷♀️ you just have to genuinely want to help people, and they will recognize it and be happy to invest.
Drew, im a server of 8 years and all your videos are fantastic. I didn't think you could top them, but this is the cherry on top. Thanks for spreading the good word.
I just celebrated 33 years Clean and Sober yesterday. I am also a Vegetarian over 40 years.... I truely have to know what's going on!!!! I read alot of labels, I listen to what my guest tell me. I value what they share. I am Grateful for each guest I serve! If they don't know that when they leave, I have failed them. Regardless of what kind of tips I get from them. I pray for each guest when I get out of my truck... My attitude. They front and back of house...It all helps my stay focused on what's important. I don't worry about upselling or anything else... I just stay grateful! I thank you for all you do here , I have served in the same restaurant for 26 years. The guide is my approach. It is the Truth! Love and tolerance is our code. Plus I am here to Serve! Anyone, anywhere, any time! Sending Love from Indianapolis ❤️
I’ve been serving/bartending for 8 years now and o have to say this is the greatest and most honest content I’ve ever seen. Thank you so much. Your hard work is loved.
Great advice! As a server, you have an opportunity to make the people you serve feel heard, important and liked. You can really make a difference in their lives. It sounds silly, but it's where the rubber meets the road in life.
finally the man behind the skits!! i for sure know for me and alot of us who sub to your channel that WE LOVE YOUR WORK!! such great acting, unique content and very real conversations in the f&b industry. im not doing it anymore but i always felt heard whenever i watch your skits, a highlight of the day!! thanks so much drew❤️👍🏼 you rock!!
I don't serve anymore, but I love your content. You NAIL the industry. I learnt quickly to avoid the pressure to "turn tables" quickly, but instead "optimize the dining experience", when I did this, I didn't make as many tips as my fellow servers who could turn their tables over in 45 minutes, but my tip percentage was ALWAYS higher. Management may have preferred a faster flip, but I'd like to think I served my tables best and my tips supported that. Side note, I know you covered this once in a short, but I'd LOVE to hear/see your take on "server nightmares", could be a hilarious "dreamscape" to parody. Cheers man!
Well, this video certainly answered all my questions about your experience in the food service industry lol… Again, I only recently found you on RUclips and I’m trying to catch up to as many videos as I can I even started watching a couple of your livestream ones… You are amazing, Drew, and I am now one of your newest and biggest fans😊
Good advice! As a server you have knowledge the guest can't get from just reading the menu. I had a lot of success with what I called "microsales". Whenever someone ordered a cocktail I'd always ask if they wanted it top shelf instead. It's only a few dollars more, and worth the uncharge imo. If a guest ordered the smaller portion size of their entrée, I found they were more likely to upgrade if I said, "For $4 more you'll have enough for lunch tomorrow as well". They'd probably spend more at some crappy fast food joint, and have to wait in line at the drive thru on their lunch hour to get it. People would often admire the desserts when they saw them on the menu, but rarely ordered them because they were too full after their meal. One night I was chatting with a couple while I cleared the table after their meal and stumbled onto a sales tactic that single handedly tripled my dessert sales. The lady had mentioned earlier how good one of our desserts looked so I asked her if she'd like to order it. Of course she said no because she couldn't eat another bite. I said, "I understand but you really should try it next time because that cake is amazing! I can't tell you how many times I've bought a slice at the end of the night to take home. In fact, I'll probably be kicked back in my pajamas, eating cake, and watching Stranger Things about 2 hours from now. Living my best life". They both ended up ordering cake to go lol
This is so true. Sometimes there are specific items that need to be pushed for whatever reason but there are ways to incorporate that factor into your approach. Listening to your guests and determining what you upsell to whom is the difference between someone pushing product and someone who's doing their best to satisfy both client and business needs.
I have never been in the industry but I agree as a client 100% I would rather spend two times as much but have a great food experience that an experienced waiter will give me advice on what to get and listen to his recommendations than pretending to know what I want if I really don't. I did not know honestly that waiters had a sales quota or whatever that was a big shock to me in the short I watched but it's great you addressed it. Learned something new. I love your videos, keep it up!!!
This is s great message for someone in any sales industry. If you’re authentic in your intention to create a great experience, the sales will always show up. Even better, a salesperson can feel confident about their motivations.
Worked at a few restaurants as well as a Disney internship. Really cool to see this perspective from you in a video! This tip is absolutely it!! Just from having a genuine good time with the guest, they'll be like "Wow, you know what, lets make this night great," and get a little extra
I respect this guy a lot for having so much success off of this channel about being a server like I would never think someone could make such good content about being a waiter/server and such awesome shorts too. Keep it up 👍
As someone who never been a server but have gone to many incredible restaurants I really see the server not just a sales person but a tour guide. There are times I really want a particular thing on a menu but other times I go and knowing everything could be the greatest thing, I want to find the best of the best. Sometimes it up to the server to guide you to the item that just leaves you the most stratified. And while maybe we don't order a ton of bottles of wine and the most food, instead maybe we are now constant guests simply because you as the server made the visit the most enjoyable.
Always treat everyone like you would like to be treated. Never prejudge a guest. This way you’re always authentic. I love being a part of their celebrations. It should be a memorable experience.
Your contents incredibly relatable. It's a blast to watch and I truly enjoy it you could add another character as well. I've realized every kitchen has its one super strung out cook that's always taking uppers to keep going and they're truly just wild to be around
I have been a BOH employee since i was 16 and i can tell you the struggle is real for server's. I have always respected Dedicated servers that think this way. Remember to tip your server's, thay work harder than you know
I always genuinely enjoy having people try to pitch me something. I know that I’m pretty impressionable when it comes to that so I’ve just embraced the role, and I’ll try to hear people out even if I know I’m not interested just to see how they approach it. And people who are more genuine about their recommendations are always so much better experiences than ones who are clinging to a script for dear life.
I just left the industry again(BOH), but the whole place knew about your videos, and it helped us all get through our shifts sometimes. Love your content homes.
I have done all sorts of sales oriented jobs. The best sales people are the ones who skip the stupid "pitches" and know their customers and know their products. You are right; listening is the key. We have two ears and one mouth for a reason.
You know when a customer has worked in food service and the ones that never have. The ones that never have eat up all the fancy words to sell. My key is to act like a picky customer that has never been in food service. When I was a server I always got great tips that way.
This logic applies to any sales situation. I work in home improvement retail. My goal is to find people the best products for their project and budget, NOT to sell high margin items to every person walking in.
I was only in retail sales in auto parts. But frankly, it was a very similar story. Company wants you to push products but at the end of the day being honest and explaining/listening to the customer is so much easier to do and after you get some experience you can actually help people find what they want and need. We'd even have old customers remember certain employees because of the way they treated their service this way.
This is great advice ....love what you are doing on tik tok.... I know nothing about servers or working in a restaurant but love all the characters and it’s all so funny .... I really feel happy when I see the characters pop up and it all feels so real, I feel like a fly on the wall on someone’s shift.... great job 👍🏻🤗❤️
Ty, awesome Advice! I've been doing this for over 20 years, U r absolutely correct! There r many younger Servers, that just believe in turn and burn, But U can make just as much money, by guiding your guests through an excellent dining experience!
Yeah, I’m a new server and I make A LOT of mistakes but I love trying to find a way to connect with every table and make their experience as great as possible. If you’re table has an amazing experience than you will also have an amazing experience. I love talking and interacting with people so much and just seeing the smile on their faces and seeing the amazing experience that I gave them is worth everything. It drives me to do better every day and it makes me love my job. Now everytime I go to work I get one table that I really connect with and myself and that table get to share an amazing experience and it’s great.
I was a server at my favorite restaurant. This makes complete sense….I genuinely wanted to share my love of the menu with the guests 👍 Love all your content!!
You're awesome! It's the simple stuff. Don't be afraid, connect like a real person. People appreciate that :) I have trained so many first time servers and just told them that. LOVE your vids - so funny - Bartender/server
All you said is so true.. but also comes from the food you selling.. i worked for corps before and well all menus are the same and taste the same across the country.. well you only upsell .. but I started at this local brewery with all made from scratch kitchen and well crap selling food that tastes awesome comes certainly easy and upsales basically come by them selfs .. we’re never pushed to up-sale anything and sure we 86 our kitchen and bar left and right... love all your videos keep the good work men!!! Roll tide!!!!
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My dad is a salesman. This is called customer-based salesmanship: my dad would say that it was the opposite of treating your customer like a mark. You're there to facilitate the good of others, not to con them. It's how you survive a job in sales without losing your soul.
I feel like its what businesses need to start aiming for with a customer base more and more interested in experiences.
I think businesses before have done this, but then grew complacent down the road. Glad to hear that there are people who work in customer service that understands how it properly goes :)
@Music & Whistle msk this is a purely defensive comment - not one representative of reality. My father's opinion was developed by over 40 years of experience in the field. 🤷 There were and are many businesses and sales approaches that - some of them perhaps unwittingly - push their own good over the good of the customer, thereby creating the approach of the con. One of the main ways individuals do this is through delusion - essentially forcing themselves into believing it is simply not possible for the purchase of their product to be against anyone's good, ever. This is, I think, how most of the well-meaning but kinda-dumb salespeople of the world do it: cover up the pricking of their conscience with a delusionally overabundant enthusiasm for their product. These people cannot usually perform as well as someone invested in the customer's good, because many people sense the falsehood and won't trust them. That said, my father was of the opinion that the moral salesman was not likely to beat out a true conman for top slot - his experience was that, in any field where things were highly competitive, the temptation to be a con artist was forever present: that was simply how you got to the top. These con-artists are the people with smarts and skill, not dumb enough to bother with deluding themselves - they are artful liars, able to make others believe whatever they wish them to, bending them to their own ends. Back the 80s and 90s, corporations routinely cut everyone from their sales divisions after one or two years - except for a few top performers - preferring to pay the lower salaries of fresh-minted college grads otherwise, and pretending that this created an environment that "encouraged excellence" in sales. Many things have evolved since those days - I think it's not as bad as it was (although it's hard to say for sure: by the mid-90s my dad had opted to get out of that rat race and work for small businesses - nowadays he runs his own). But I think that backdrop still influences the field quite heavily today, because those young men, having to con their hardest to battle it out and "succeed" back then, are now the people in charge of sales and marketing divisions. 🤷 If you've found a place to settle that doesn't punish good people for their principles, great! But that doesn't mean the toxic approaches don't exist, because they ABSOLUTELY do, and they're still highly influential in the field.
@Music & Whistle msk shut up con man. You and your sales buddies are con men don't get it twisted
Even when I was in TV/AV sales I hit a stride when I decided my goal wasn't how much I sold but to have zero returns. People are there wanting to buy awesome stuff, making sure it was exactly what they wanted and would feel awesome about it was the goal.
The only time I ever asked to speak to a manager in a restaurant was to compliment a server who was like this. He was the best server we had ever had! He was explanatory without being condescending. He was not intrusive at all but was right there to refill our water when it was low. Everything was perfect, and we will never forget that dinner! He earned the largest tip we ever left.
I have been tempted to ask to speak to the manager for good servers, especially when they did great despite being short staffed and busy, but I always chicken out because I figure the Manager is probably also busy!
@ke6gwf - Ben Blackburn even if management is busy, do it. Call them over. It'll be a sigh of relief that they don't have to worry as much about one of their servers, which becomes less of a worry overall. They also know their management skills have not gone to waste because they've managed their staff well enough to have their customers get such an exemplary experience that they want the management staff to know. It's a sigh of relief.
We had called over a manager to praise our server and it turned out that server had just been berated at another table by some dirt bags who just wanted a free meal. He was thrilled to have a customer seated at right about the same time back him up as the great server he was.
Unironically, the best servers are the ones who almost never speak to my table. After I order, just walk past my table and make sure the water is fine. Beyond that, I will make eye contact or otherwise flag you down if I need you. The thing that irritates me more than anything is when a conversation is interrupted just to be asked if everything is good. It's why I love France, those people do not care in the slightest how your meal is going.
The actor who plays Drew really nailed the character on this one! It felt like you were listening to a real server giving advice based on years of experience!
Go Uncle Drew!
Reminds me of that Bo Burnham clip where he is reacting to himself reacting to himself reacting...
Haha this one was good
💀💀💀
That's not Drew.
He was a server. That's why the skits are so accurate. And funny. Look him up.
20 years of medium to fine dining...
1) Know your menu and your wines
2) Read and listen carefully to your customers
3) Don't pressure sales (people can tell)
4) Do offer your best advice and be honest
5) Be kind to yourself
Be kind to yourself should be #1, but yes
What is medium dining?
@@pmv5322 something in between taco bell and a fine dining restaurant? Lol
@@pmv5322 I would consider it finer family dining. Products and service should be a couple steps above your classic family chain restaurants.
@@pmv5322 a cafe Like Panera or bistro
Waited tables for about 7 years. Going to school for physical therapy assistance now. But yeah, this video ALMOST makes me want to serve for fun.
I know, right. This reminds me of the fun part of serving.
Hahaha I too miss waiting tables...so much fun
That feeling when all is perfect in your section...almost like you are the queen and yes this is your cat walk...
audrha kecil the bot speaking hebrew
There were moments where I think of being a server because my social skills are trash. However, dropping people's food either in front of them or when it just got out the door scares me the most. I've already seen this happen to one of the employees when I was working once and I felt genuinely bad for her.
So weird I am 43 now. I bartended and served for over 14 yrs before I completed my PTA degree. I've been a PTA now over a decade, but this guy's videos almost make me want to pick up a weekend job😄. Good luck in the program!
100% feel this. In my seven-ish years of experience in the restaurant industry I've always felt that my introversion set me back as a server because I would always see my extroverted server coworkers go above and beyond with their sales pitches. But then I realized that I could use my introversion to my advantage by (like you said) shifting my frame of mind. Instead of trying to hyper-upsell items, I made a genuine effort to connect with my audience and make their dining experience genuinely enjoyable and since then I've never had any problems falling behind my extroverted peers, and it's something I mention in all my interviews lol
If your serving your definitely not introverted but yeah 🤣
@@Bighannes410 Untrue. I would say I'm an introvert and I do catering, going to someones wedding and serving them food. Money is needed and it, can topple it.
💯 - this is the right way to see introversion (or any personality trait, tbh)!! It simply gives you different skills, it does NOT make you incapable of doing anything you truly want to do. Analyzing your personality is supposed to help you shift your mindset to use the skills you have, period. People need to stop using these things as an excuse, or as a way to gripe about the strengths of others.
@@BluntedBaboon introversion is caused by things like anxiety disorders, you can’t just swipe anxiety disorders under the table and forget about it
@@Bighannes410 Being an introvert isn't all about anxiety. It is about not needing people, attention, other peoples compliments. It is being content with your goals and if I or whomever is content being alone to do it, that is fine. If I never receive a thank you for it, that is fine too.
I have little kids so don’t get too many dining experiences these days but when I do I LOVE having a server like that. It’s so enjoyable and their recommendations have never disappointed me.
Ugh I hate getting seated with little kids.😭
@@opossumsauce4472 😂 that’s why I don’t take them to fancy places. I am looking forward to my annual fancy child free meal in April when we go on vacation.
It depends on the kids
Yeah my problem has never been gauging when to sell with good opportunities. My problem has always been management wanting every single customer to be sold something.
Drew i'm so happy to watch your channel grow, showing the service industry life the way you do is so relatable and funn to watch, been a fan since day 1
Agreed
literally bro the first time i saw drew and andrea's vids they were the best id had seen. These two have it down and know what they are talking about!
It’s called being authentic rather than just trying to manipulate a sale. I really enjoyed this serious video Drew!!! More please ☺️
From a chef’s perspective I appreciate this. I like to see the different personalities of each individual staff member shine on its own. Sales are a big deal but im more concerned with customers returning than I am with an extra few bucks on a check.
It’s so true. I worked at this one place for almost 5 years. It was business-casual and the food was excellent, but every year the prices went up (especially the year the crooked owner got caught NOT offering us health insurance and had to fork it up), and every year it became harder and harder to sell.
Then I realized that I know exactly what the best items on this menu are. They’re not the cheapest items, but also not the most expensive. I’m gonna make sure my guests have an amazing experience.
I picked the two best apps, and the three best entrees and then learned them like the back of my hand. Then I’d tell my tables “look, if you haven’t dined here before, I can’t let you miss out. You have to start with our famous Thai chili tossed shrimp. We’re also famous for our homemade pimento cheese and house fried kettle chips, and famous for our creamy crab and corn chowder as well. We’re very famous for a lot of things!! (that corny shit usually gets a laugh.)
Then I picked my top three entrees. But I wouldn’t just suggest them, I would DESCRIBE them. That’s the key. It takes an extra minute or two, but it’s well worth it if you can spare the minute and your tables are receptive to suggestions.
“I have to recommend our shrimp and grits. But I’ll warn you, it deviates from the classic recipe. We start by slow cooking our home-style grits with creamy smoked Gouda. Then we batter the grits and fry them into these delicious smoky, cheesy grit cakes. Then we sauté some nice fat shrimp, grilled andouille sausage, peppers and onions simmered in a beer broth using our house dark ale, and we pour it over those smoked Gouda grit cakes. 6 out of 10 on the spice scale!
Oh, you don’t do spicy? Well then you HAVE to try the Bison Meatloaf. Yes! Bison! Well if you don’t know, bison is full of flavor, but very lean. It’ll dry up quick when baked. So we pack our meatloaf in house with equal parts ground beef, pork, bison, and veal. No filler-nothing but savory meat. It’s a perfect combination of flavors, slow cooked in the oven and then grilled for a perfect texture that’s crisp on the outside and juicy on the inside. It’s sliced thick and topped with a homemade Demi glace, served alongside creamy blue-cheese buttermilk mashed potatoes and French cut green beans.
And I highly recommend starting your meal off with our grilled romaine salad. Two crisp hearts of romaine are gently brushed with Caesar dressing and then tossed on the grill for just a quick moment just to wilt the edges and give it that savory grilled flavor. Topped with house-shaved Parmesan and plump, ripe Cabernet tomatoes with rye croutons made in house and a drizzle of balsamic reduction. Perfect compliment to your meatloaf!
And if you need a wine pairing I highly suggest the Charles Krug Cabernet. He’s a big, bad, bold Napa valley red that will stand up to the challenge of a savory meatloaf and burst with complexity and compliment next to that salad.”
9 times out of 10 they get every item I suggest once I describe it. And they leave so happy and impressed with the food and service.
See? aren’t you hungry for that now??
Edit: Lol sorry… I had fun typing all that out. 🤣 if you read all that, then thanks!
You're amazing at your job!
I would hate you as my waiter. I’d have to sit there, awkwardly listening to you describe shit I never would eat, feeling unable to interrupt your bullshit.
Lol. Yes I was told to, 3 items " I " liked and then sell those. Worked like a charm. "I like this and this is my favorite became my 2 best lines.
Yes I am hungry for that now!
Ordering food right now😂😂
Drew, this type of advice could really help a lot of people out. Considering the number one profession is serving or working in a kitchen it could really help people. I know single mothers number one job is serving and they deserve all the help they can get.
Yes the advice is great ! I no longer serve food I am a bartender now but I was a server for 8 years ( ihop out of all places ) but still: I took the job seriously and I always tried to give a great experience to my guests . I did well in tips but once I found my new job I left ihop for good . As did about 6 other servers I worked with . To this day IHOP says the casino ( which is where all of us went to become cocktail servers) stole all the best servers . Well they didn’t 😂, the casino just paid us more . 8.50 an hour plus tips vs 2.14 an hour at ihop plus tips . So yea happy ending for me . I think drew did more fancy restaurants but even at IHOP you gotta make the service excellent always .
You just nailed the sales experience. Once you stop selling and start serving the customer. The way you would a close friend in your home. It becomes easy on everyone and everyone benefits. All industries can learn from this very simple perspective change.
Keep up the videos. They’re great.
YES!!!
This is amazing advice, I've been a server for 20 years, I've worked at 6 different kinds of restaurants. Anticipating the customers needs and being genuine, learning the shit out of the menu, will make you money and not be stressed.!👏🏼👏🏼
As a guest myself, I feel more confidence and trust on the food if the server is genuinely and enthusiastically guides me through what's what. It speaks volumes about how the server himself and his confidence on the quality of the food being served. I think, Drew is right here 100%
I'd love to see more serving and sales advice from you, Drew. Been working restaurants since 13 and I'm 26 now...so half my life, with the majority of it in fine dining. Well versed in BOH and FOH positions but am always open to hear other peoples takes on the industry and how to improve sales, tips, and customer experience. Your input is valuable to me and I'd be very interested in seeing more from you. Regardless, every piece of content you've put out is superb from the hilarious skits and shorts, to the serious advice like this. Keep it coming! You're an absolute jewel in the restaurant/serving community...and that's not just lip service. Thank you for what you do! Sincerely.
Well sir, that's some damn good advice. I've been serving for about 11 years and in the restaurant industry for 16 total. And you've hit the nail on the head here. This has been my strategy for most of my years outfront;
Treat the customer how you would like to be treated.
All the knowledge, connection and being friendly has lead me to very 'easy' style of serving, where I will usually be ontop of sales figures,make a high gratuity adverage and get the most positive feedback. For a relatively chubby man in his 30s, this us the way.
Knowledge is everything, so you can instantly answer questions. Being friendly and trying to make the customer feel like they are special.
You're videos are great, and waaay to accurate ;)
Cheers sir.
Omg! You nailed it! This is exactly what happened to me too. Once I started approaching my service like this, it was crazy how much I started enjoying serving. People were leaving happy I was getting tons of compliments and my tips were almost always ~25%. Being genuine, really knowledgeable, and learning to listen to people makes a huge difference. Thanks for your post, I hope lots of people will take this advice.
I was a cocktail waitress and bartender for sever years in the late 90s through about 2000ish at an upscale cocktail and cigar bar. I learned to smoke cigars, tell the difference between cigars, learned which cigars paired well with which menu items. I knew so much about the menu I could've given a lecture on the making and history of rum. That product knowledge combined with my admittedly awesome cleavage put me at number 1 or 2 in sales every night. I hated leaving for a "real job" but it was time to start thinking long term career vs. just paying the Bill's and having fun. But I stayed in hospitality, moved into management and spent close to 30 years in the industry before leaving to become an Addiction Counselor. Yes I see the irony.
I mean, addiction counseling is like waiting right? You have to connect with the person and engage with them instead of giving them the corporate spiel about addiction is bad and you should feel bad etc.
I'm sure your sense of humor didn't hurt, either!!!
@@SWFLAerialGuy saw your comment after the last part of the original comment had faded from my memory...almost choked given the first sentence. Kept reading and it made more sense, but still too funny NOT to mention.
That's great.
Show me your boobs.
I've managed restaurants for decades, and you are accurate in the majority of your videos. Very funny, realistic, and on point. I love your videos. Keep up the great work
Wish I had this advice when I used to serve. Love your channel man, can’t wait to see you blow up. ROLL TIDE
Roll tide
I agree! When I was serving I never wanted to appear pushy and it wasn't until I learned this mindset that I was able to relax and enjoy talking about the features etc. Love your channel!
I 100% agree. If a place MAKES you go by a script and doesn’t allow you to be the guide, RUN RUN RUN. No matter what, I’ve told Dad jokes left and right, made up my own cocktails, and ask the guest what THEY prefer usually to help them figure out their course. I can say it’s never failed me and always results in a positive experience
Thank you for such genuine, helpful advice!! And for clarifying that servers are under pressure to make certain sales. I NEVER knew that until you mentioned it in a previous skit. 🤯 This helps me appreciate them even more. You approached that stressful job in a genuine, mindful way and made it meaningful. I find that self-reflective people are hard to come by. Kudos to you!
That is the BEST advice! I did that when I was a server. I listened and gave them Honest Opinions about the food, answered their questions and didn’t push any specific item. Make them happy they found YOU!
Great advice my man! I was a server\bartender for about 12 yrs and had a very similar mental shift at one point and it brought me back from the proverbial ledge big time.
I’m 57 and I worked at Bennigan’s and steak and ale in the 80s and they would have shut downs for a couple of days to put the entire staff though what you just described … I love your videos it hasn’t changed in years… I’m now an engineer but I remember this well and enjoyed every minute. Thanks you do great work
I’ve definitely had servers who had more of this mindset and it absolutely makes the experience better. There was a waiter we had 2 years ago that still sticks out in my mind because of the genuine interest he displayed in us and our experience as well as his knowledge of the options they had to offer and what would suit us best based on likes and dislikes. Really great advice, thanks for sharing
My mindset shifted to this a while ago. I legit have fun talking people through the experience. They have a great time. I don't worry about the silly minutiae. We make money and the customer has a positive experience... I know the menu inside and out. I did the work. It's definitely worth it.
I enjoy you answering questions about the culinary world. It’s a nice change up from the skits (which are still top notch by the way).
I truly look up to you. I thought I had most it completely down 5 years into FoH. I learn an incredible amount on how to take my service to the next level from your videos.
VERY TRUE. I served, bartender-ed, and managed for a decade. Listening to your customers gets you the best results. Everyone is happy, service is easier, tips are bigger.
Drew. I absolutely love your content and everything is spot on. I've been in the restaurant industry for 25 years doing everything from bus boy to management. Everything you say is correct. Wish you could get a tv show because it would be amazing. Keep the videos coming brother.
Tons of respect for you, Drew. 23 years of the hospitality industry would absolutely crush some people - and you use it to fuel your comedy and you still talk about it with such passion.
Thank you for the advice man. I’ve been working in the industry for 4 years and it’s true the best way to give them a great experience it’s if you’re knowledge it’s on point. I’m a Latino in Canadá so learning the language was a my biggest struggle. Now I’m more fluent and I can enjoy my job more. I love your content keep it up.
bro, I worked all over the service industry for about a decade. Your channel is better than anythin on snl in the past 20 years. i hope you make wnough money to open your own restaurant, or accomplish whatever your dream is. good luck, and keep up the great work.
These videos help me realize being a waiter is way harder than I thought. You guys are way under appreciated.
Never was a server but at one of the pizzarias (corporate) I worked at I was expected to upsell when I worked on phones. I'd have go-arounds with my manager because I refused to, I always felt if I listened to what the customer ordered I could make suggestions and the customer would appreciate that then some automatic drone spiel. Also (In case you wondered) how the "rogue" worker fared, I outlasted the manager. The Regional Management was happier in customer service than upselling it turned out.
I worked pizza when I started out, normally you can just tell them that by getting x instead of y you can apply coupons and save them some money, you can also just get to the point where you just give the line about “ok so that is XYZ would you like any ABC to go with that?” Jesus I hated it but it was easy and it payed. On a personal note I’d apply coupons to any orders that were placed if they didn’t already have that and they were applicable I swear I saved customers thousands a year collectively and no one will ever realize it lol.
Thank you for this explanation - it is a wonderful mindset that I think could be applied to almost any business. Nobody likes pressure, whether to sell or buy, so your description gives people the chance to enjoy an experience. 💜
Exactly! Worked for a contractor for Verizon. I hate selling, but what I love doing is helping the customer! I treated myself as an advisor rather than a rep, which made me learn about all the devices and service. I had great ratings on my evaluations from customers, and the numbers take care of themselves. I still carry this mindset to my new job.
I worked in sales a few years before I became a chef. We were always taught that the secret to selling was to actually want to make the customer happy. If someone feels that a person is genuinely trying to guide them to something they'll like, then they will spend more and be happier with what they bought.
Those skills really helped moving into the food world because I knew that the thing people value most, no matter the industry it is, is feeling cared for.
Yep. I’m a new server who is really bad at sales and makes a lot of mistakes but I every day I come into work I genuinely just love doing my best to make my tables have a great experience. Giving a person an experience that they will remember for years is one of the greatest feelings in the world and I am constantly striving to do that for others
This is absolutely my style, customer-oriented service! It's SO much less robotic on both ends, and it makes you feel less like your soul is being sucked out of your butthole lol. It also has a lot do to with owners hiring and training people to be the independent, empowered brand ambassadors they can be.
I only knew this because my brother is an awesome server and explained about the “dining experience” years ago. I don't think a lot of people realize this. Thanks for trying to help all of the other servers out there! Shows how even more awesome you and your wife are for helping!
This was really cool for servers but this totally applies to every kind of job or just building good relationships with others. That was some real top quality advice there man.
Truth. I worked in custom framing and until I found this mindset, it was hell. We were expected to pull in 2-3k a day in a pretty rinks dink town, with a target average of $200-$250 per sale. It was like pulling teeth. And let me tell you, if you try to upsell a $50 piece of fancy glass to a customer who only wants to spend $50 TOTAL, they are going to walk over to the ready made frame aisles and be done. I had to connect with each person, really look at their art and listen to why it was precious enough to frame. Then I could figure out if the frame was the most important part, the matting, if the materials really did need certain protections with certain materials. Then we would figure out what combination made the most sense. For those who genuinely couldn’t afford much, we’d use a ready made frame from the floor, add on a special mat or protective glass, etc. they were happy. I made a lot more sales which made my bosses happy. And I got the ones who had the $$$ to spend a beautiful, elaborate custom piece to die for. So it all balanced out. 🤷♀️ you just have to genuinely want to help people, and they will recognize it and be happy to invest.
This is so powerful and relates to almost any customer service position in any industry.
Drew I really appreciate your channel and the knowledge you pass on to your viewers.
Drew, im a server of 8 years and all your videos are fantastic. I didn't think you could top them, but this is the cherry on top. Thanks for spreading the good word.
Informing yourself was the key to everything! This is great advice for just about any job!
I just celebrated 33 years Clean and Sober yesterday. I am also a Vegetarian over 40 years.... I truely have to know what's going on!!!! I read alot of labels, I listen to what my guest tell me. I value what they share. I am Grateful for each guest I serve! If they don't know that when they leave, I have failed them. Regardless of what kind of tips I get from them. I pray for each guest when I get out of my truck... My attitude. They front and back of house...It all helps my stay focused on what's important. I don't worry about upselling or anything else... I just stay grateful! I thank you for all you do here , I have served in the same restaurant for 26 years. The guide is my approach. It is the Truth! Love and tolerance is our code. Plus I am here to Serve! Anyone, anywhere, any time! Sending Love from Indianapolis ❤️
I’m a restaurant owner who is also a vlogger. This was what I was always trying to achieve. Great job buddy!!
I’ve been serving/bartending for 8 years now and o have to say this is the greatest and most honest content I’ve ever seen. Thank you so much. Your hard work is loved.
Great advice! As a server, you have an opportunity to make the people you serve feel heard, important and liked. You can really make a difference in their lives. It sounds silly, but it's where the rubber meets the road in life.
finally the man behind the skits!! i for sure know for me and alot of us who sub to your channel that WE LOVE YOUR WORK!! such great acting, unique content and very real conversations in the f&b industry. im not doing it anymore but i always felt heard whenever i watch your skits, a highlight of the day!! thanks so much drew❤️👍🏼 you rock!!
I don't serve anymore, but I love your content. You NAIL the industry. I learnt quickly to avoid the pressure to "turn tables" quickly, but instead "optimize the dining experience", when I did this, I didn't make as many tips as my fellow servers who could turn their tables over in 45 minutes, but my tip percentage was ALWAYS higher. Management may have preferred a faster flip, but I'd like to think I served my tables best and my tips supported that.
Side note, I know you covered this once in a short, but I'd LOVE to hear/see your take on "server nightmares", could be a hilarious "dreamscape" to parody.
Cheers man!
Well, this video certainly answered all my questions about your experience in the food service industry lol… Again, I only recently found you on RUclips and I’m trying to catch up to as many videos as I can I even started watching a couple of your livestream ones… You are amazing, Drew, and I am now one of your newest and biggest fans😊
Excellent insight, best server advice I’ve ever heard! Waited tables for 10 glorious years… 👏
Good advice! As a server you have knowledge the guest can't get from just reading the menu. I had a lot of success with what I called "microsales". Whenever someone ordered a cocktail I'd always ask if they wanted it top shelf instead. It's only a few dollars more, and worth the uncharge imo. If a guest ordered the smaller portion size of their entrée, I found they were more likely to upgrade if I said, "For $4 more you'll have enough for lunch tomorrow as well". They'd probably spend more at some crappy fast food joint, and have to wait in line at the drive thru on their lunch hour to get it. People would often admire the desserts when they saw them on the menu, but rarely ordered them because they were too full after their meal. One night I was chatting with a couple while I cleared the table after their meal and stumbled onto a sales tactic that single handedly tripled my dessert sales. The lady had mentioned earlier how good one of our desserts looked so I asked her if she'd like to order it. Of course she said no because she couldn't eat another bite. I said, "I understand but you really should try it next time because that cake is amazing! I can't tell you how many times I've bought a slice at the end of the night to take home. In fact, I'll probably be kicked back in my pajamas, eating cake, and watching Stranger Things about 2 hours from now. Living my best life". They both ended up ordering cake to go lol
Roll tide. Love your channel Drew you crack me up every time.
What?
This is so true. Sometimes there are specific items that need to be pushed for whatever reason but there are ways to incorporate that factor into your approach. Listening to your guests and determining what you upsell to whom is the difference between someone pushing product and someone who's doing their best to satisfy both client and business needs.
Wonderful! Great job philosophy for any field! Love your material!
Well said Drew!
I have never been in the industry but I agree as a client 100% I would rather spend two times as much but have a great food experience that an experienced waiter will give me advice on what to get and listen to his recommendations than pretending to know what I want if I really don't. I did not know honestly that waiters had a sales quota or whatever that was a big shock to me in the short I watched but it's great you addressed it. Learned something new.
I love your videos, keep it up!!!
This is s great message for someone in any sales industry. If you’re authentic in your intention to create a great experience, the sales will always show up. Even better, a salesperson can feel confident about their motivations.
Worked at a few restaurants as well as a Disney internship. Really cool to see this perspective from you in a video! This tip is absolutely it!! Just from having a genuine good time with the guest, they'll be like "Wow, you know what, lets make this night great," and get a little extra
I respect this guy a lot for having so much success off of this channel about being a server like I would never think someone could make such good content about being a waiter/server and such awesome shorts too. Keep it up 👍
I need you to keep making shorts because I’m running out of new ones and it’s the only thing getting me through the day. Thanks. Love you.
As someone who never been a server but have gone to many incredible restaurants I really see the server not just a sales person but a tour guide. There are times I really want a particular thing on a menu but other times I go and knowing everything could be the greatest thing, I want to find the best of the best. Sometimes it up to the server to guide you to the item that just leaves you the most stratified. And while maybe we don't order a ton of bottles of wine and the most food, instead maybe we are now constant guests simply because you as the server made the visit the most enjoyable.
Longtime server, I love your comedy skits, this info is also spot on. Give your guests a genuine experience and they will treat you right.
Few people understand the service industry as well as Drew Talbert. Respect to one of my favorite channels.
Always treat everyone like you would like to be treated. Never prejudge a guest. This way you’re always authentic. I love being a part of their celebrations. It should be a memorable experience.
Your contents incredibly relatable. It's a blast to watch and I truly enjoy it you could add another character as well. I've realized every kitchen has its one super strung out cook that's always taking uppers to keep going and they're truly just wild to be around
I have been a BOH employee since i was 16 and i can tell you the struggle is real for server's. I have always respected Dedicated servers that think this way. Remember to tip your server's, thay work harder than you know
Love it! Grown up in the industry, made the switch to Construction... love the reminiscing feelings! Keep it up sir!
Cheers!!!
This is a great advice on changing the mindset. Thanks drew! You really use your platform for good. Love your content 💙
yesssss, every restaurant ive worked at had daily “goals” like beverage PPA has to be over $4
I always genuinely enjoy having people try to pitch me something. I know that I’m pretty impressionable when it comes to that so I’ve just embraced the role, and I’ll try to hear people out even if I know I’m not interested just to see how they approach it. And people who are more genuine about their recommendations are always so much better experiences than ones who are clinging to a script for dear life.
Great advice mate, been serving 20 years and this is exactly the shift between green servers and vets.
I just left the industry again(BOH), but the whole place knew about your videos, and it helped us all get through our shifts sometimes. Love your content homes.
I haven’t waited tables for years now but this advice is still meaningful to me.
As a cook we really need more servers like you. You rock and your shorts are hilariously accurate!
I have done all sorts of sales oriented jobs. The best sales people are the ones who skip the stupid "pitches" and know their customers and know their products. You are right; listening is the key. We have two ears and one mouth for a reason.
You know when a customer has worked in food service and the ones that never have. The ones that never have eat up all the fancy words to sell. My key is to act like a picky customer that has never been in food service. When I was a server I always got great tips that way.
I was never good at the upsell, but listening always made me into a rockstar. Good advice!
You’re absolutely right dude. Love your channel and cheers from Canada 🇨🇦
I love your channel Drew. It makes me laugh so much. I worked in retail for a long time and waited on some of the same folks you did.😂
This logic applies to any sales situation. I work in home improvement retail. My goal is to find people the best products for their project and budget, NOT to sell high margin items to every person walking in.
Since I've never worked in food & beverage, I had no idea that servers had sales goals until I started watching your videos. Great sales advice.
I was only in retail sales in auto parts. But frankly, it was a very similar story. Company wants you to push products but at the end of the day being honest and explaining/listening to the customer is so much easier to do and after you get some experience you can actually help people find what they want and need. We'd even have old customers remember certain employees because of the way they treated their service this way.
This is great advice ....love what you are doing on tik tok.... I know nothing about servers or working in a restaurant but love all the characters and it’s all so funny .... I really feel happy when I see the characters pop up and it all feels so real, I feel like a fly on the wall on someone’s shift.... great job 👍🏻🤗❤️
Oh man, I wish I could be Drew's customer having an amazing dining experience back in the day
I work in sales and some times it hurts selling stuff to people who don't need it because if you don't get extra pay or get to keep your job.
Ty, awesome Advice! I've been doing this for over 20 years, U r absolutely correct! There r many younger Servers, that just believe in turn and burn, But U can make just as much money, by guiding your guests through an excellent dining experience!
That is some good advice. I have done sales for most of my working career and that was always my approach.
Yeah, I’m a new server and I make A LOT of mistakes but I love trying to find a way to connect with every table and make their experience as great as possible. If you’re table has an amazing experience than you will also have an amazing experience. I love talking and interacting with people so much and just seeing the smile on their faces and seeing the amazing experience that I gave them is worth everything. It drives me to do better every day and it makes me love my job. Now everytime I go to work I get one table that I really connect with and myself and that table get to share an amazing experience and it’s great.
I was a server at my favorite restaurant. This makes complete sense….I genuinely wanted to share my love of the menu with the guests 👍 Love all your content!!
You're awesome! It's the simple stuff. Don't be afraid, connect like a real person. People appreciate that :) I have trained so many first time servers and just told them that. LOVE your vids - so funny - Bartender/server
Been in sales for about 10 years now started by waiting tables.
This advise is gold and works in almost every industry.
All you said is so true.. but also comes from the food you selling.. i worked for corps before and well all menus are the same and taste the same across the country.. well you only upsell .. but I started at this local brewery with all made from scratch kitchen and well crap selling food that tastes awesome comes certainly easy and upsales basically come by them selfs .. we’re never pushed to up-sale anything and sure we 86 our kitchen and bar left and right... love all your videos keep the good work men!!! Roll tide!!!!