Restaurant Manager Table Visits

Restaurant Manager Table Visits

If you’re a new restaurant manager
and you’re struggling with table visits,
like what to say, it’s awkward, how to
handle this properly, or if you’re a seasoned restaurant manager or owner
and you’re just not doing this enough. It’s so important
that you do this. Stick around, I’m going to share
one of my biggest tips for you on how to properly
visit with a table. Hey, everybody. Ryan Gromfin here – author, speaker, chef, restaurateur,
and the founder of the
and What an honor to be here
with you today. I appreciate your time. I want to talk
about table visits or table touches as
people call them. Now, this is going to be kind
of a casual video because there is no right way or
wrong way to do this, but there are some tips that I
have to make this easier for you. There’s really two types of
table visits or table touches. The first one is way more casual and
that’s one that comes from your server. 30 seconds to a minute after
they drop off the food, that’s more of
a check-in is everything okay?
Is everything cooked properly? Do you need anything? Did I forget to bring the ranch dressing
that you asked me for three times? Write it down servers. Those are huge when it
comes to people tipping you. If I told you, I want ranch and you
bring me my burger without ranch, I’m angry now. So write that stuff down and
make sure it happens, but anyway, this is a
casual conversation. Now, the common question is,
is everything okay? How is everything?
And to that question, what response do
we usually get? Fine, okay, great; right? Hey, folks, how is everything? Fine. That doesn’t help us. Now, the question that
I want to ask is, is everything exceeding
your expectations? Or did that steak exceed
your expectations? Or is that steak exceeding
your expectations? That’s a much harder
question to ask, and if your servers are capable of
that and you can train them on it, you can get them
comfortable with it, it’s a great question because you’re
not going to get answers like fine or okay or great. If I say, is that steak
exceeding your expectations? You’re going to hear,
well, it’s a little salty, or it was a
pinch overcooked, or I was expecting it
to come with a sauce. What a great opportunity
to say, oh, I’m so sorry, we’d be happy to bring you
something, what would you like? Would you like some steak sauce?
Would you like some hot sauce? Would you like some of our
Demi gloss or you know whatever? If it’s a burger – oh, I was
expecting, you know this, or I was expecting that. I don’t
know what the answer is going to be, but the answers are
going to be great. The problem is, most servers
have a hard time with this. So this is where the
manager touch comes in. Now, if you’re kind of a
family casual restaurant, the manager touch isn’t
as important, but I still love it, but if you’re anything more
than like casual family dining, if you’re at all like
medium level or fine dining, we absolutely need a manner
to touch on every table. So, the first thing
I want to do is, I want to teach you this
more empowering question. Managers, you have no excuse,
you should never be asking how is everything. You should never just be walking
up to a table and just being like – hi, folks! How is everything?
That’s lame. You should always
be introducing yourself and then asking if everything’s
exceeding their expectations or if that particular dish is
exceeding their expectations. That is going to give you
way better feedback. Now here’s the thing – whatever
they’re about to say to you, feels like it could be damaging,
like oh my god! If I ask that question, they’re going to
tell me all these things we did wrong. Those are gifts,
that’s fantastic. Welcome that
into your life. What a gift that they’re giving you
the opportunity to fix something before they tell their friends
about it and never come back. It is a gift.
If they tell you, they were expecting
this and not that and you hear that
a few times, what an amazing opportunity
to improve your menu. To give guests
what they want, or to fix it right
then and there. If they say, they were expecting
it to come with a sauce, go get them a sauce. If they say that they were expecting
it to be cooked a little more, go get it cooked a little more.
If they were expecting it to have a bigger side
of French Fries, go get them a few extra
French Fries, whatever it is, but exceed their expectations. And the only way to exceed
their expectations and know what their expectations are. Another tool I want to give
you as a tool called LAST. L.A.S.T – write that down.
LAST stands for listen, apologize, satisfy, and think. So, the first thing is,
we got to listen actively, introduce yourself
and then listen, right? Apologize. Let them
know how sorry you are about what happened if there
was a problem, of course, that it didn’t exceed
their expectations. I’m really sorry about that, that’s something maybe we
need to look into changing on the menu, or we need to work
on training with our service to make sure that
you know that ahead of time. I’m definitely going to
make a note of that. You know satisfy, give them
whatever they need and then thank them, genuinely thank them. If I handed you a gift today,
if I handed you a new iPad or a laptop or a new car, you’d be like thank you so much,
that’s awesome. These people are
giving you gifts, they’re telling you
how to improve, how to attract
more customers, how to satisfy
more customers. Genuinely thank
them for that gift. You know, I just want you
to think of this as if someone were
in your house. If a friend were
in your house, you would introduce yourself to
this new friend. You would say, hi. You would welcome them. You would thank them
for coming over. You would be a little
more personable with them. And I think sometimes like we get into the restaurants and
we forget that these people are your guests. So when you’re touching their table,
it’s not this formal process of, oh! I haven’t touched this table,
I got to touch the table. It’s a check-in, are they happy?Are they comfortable?
Can you get them anything, right? If they were guests
in your home – hey, guys, you’re doing alright?
Do you need anything? Is this TV show okay? Do you want
to watch something different? What do you guys want to do today?
Are you hungry? Right? It’s that same thing.
Just kind of chill out a little bit. Ask a better question. Be prepared with what to do if they give
you an answer that you weren’t expecting, but more than anything, just treat them as if they were
guests in your home because that’s what they are. Anyways, I hope this was
helpful for you today. I’m honored that you’re here
spending time with me. I look forward to bringing you
more videos just like this. The only way that
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engagement and spread the word. So, if you get a chance,
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you more great free videos like this, sorry about that. Have a wonderful day! And I’m looking
forward to seeing you guys next week. I want to thank you
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27 Replies to “Restaurant Manager Table Visits

  1. Thanks for the video. We are opening one restaurant this summer. Suggest us any playlist which will help.

  2. Hi, Ryan! I love your channel! I'm the manager of a family owned Brazilian restaurant in Los Angeles and I think your tips are VERY useful!!! Thanks for sharing your experience, keep it up, please! All the best for your, man!

  3. Thanks to your previous videos, I've actually had the courage to speak like this to customers and the results are awesome. I try to be really specific when asking feedback. If they asked for a garlic sauce, I ask, was it spicy enough? or similar stances. My GM is not to keen on critical feedback, so I try to convince him that it is "a gift" just as you mentioned. Thank you for your channel man!

  4. You truly need to be in every restaurant manager/owner/employees ear. If I'm ever in a position to recommend your videos to my coworkers, I will. I'm going to start the stronger approach of "is everything exceeding your expectations?" Vs my normal "is everything wonderful?" this week. With attention to dishes in particular they took off my recommendation. It almost makes my chest tighten at that thought of disappointed guests, but I'm excited to rise to the challenge of it and force my restaurant to move forward. I just have to tell the right people moving forward to adopt this way of thinking, and make them think it was their idea in the first place. You know, restaurant antics, it's as intricate Inception, a job in it's own right. I'm trying to change our culture from my current position as a waiter. Love your stuff,short story long, but big fan, 10 out of 10

  5. Table touches are strange for the customers also. But my friend and I used to go to a place where the food wasn't even the most amazing. It was a nice restaurant, but we didn't go for the food. We went for the staff. The manager used to walk around like he had nothing to do. He seemed like he owned the place and he didn't need the money. It felt like he might walk up wiht a bottle of wine and just give you a drink because what else does he have to do…Hello ladies, what are you two doing? HAHAHAH We felt rich and fancy just being in that place and it wasn't the Ritz.. haha I have also found that no one wants to tell the manager about problems. People would rather just not come back and tell everyone why. I have had people reduce tips and say oh the server will understand because I am giving less than 20%. Once, I went to the server and explained this. My friends were astonished. Why Why would I do that? And I am like the server was young and probably new and you just shorted her on the idea that she will figure it. So I went to her and filled in the tip and told her exactly what happened. This way, she can work on this and get bigger tips. Instead of people, just talking bad about her behind her back.

  6. I'm coming up to my first year as a shift coordinator/ assistant manager. I've had many learning experiences and I've been following you throu my journey and your videos have been extreamy helpful.

  7. Excellent video. I'd love to see you roleplay the whole customer experience from coming in to leaving the restaurant.

  8. I rarely give comment on videos but it seems a lot to you so… Enjoyed your videos. They are exceedingly helpful.

  9. You're opening up a can of worms by asking that queation(s). Introduce yourself then ask them how everything turned out. Then hand them a free app card. That's how you do it!

  10. Can you use these in Fast Casual dining like Arby’s? I plan to be a owner of a fast food restaurant and these videos help me learn more about it.

  11. That's so nice. This is a new way to me of visiting a table. That's so helpful to me. Thank you once again

  12. As an extravert I’ve been able to excel at table visits. When our guest experience is missing the mark I like winning the guest over. This way we don’t use front of house comps, or discounts. It works 99% of the time when the chef comes out and finds a solution to their deficit. You don’t guilt them, or ‘teach them a lesson’, or explain your self. You listen, thank and, exceed their expectation. I appreciate how you frame things in order to help our hospitality Industry realize that we are here for our guests. They aren’t always right; you have said this in a video here and there. But the ideas your spreading about being articulate and a better listener for our guests is refreshing because I use the same approach.

  13. Dear Chef, I really loved your videos ….. AWESOME keep updating us,
    Have a Rocking day or Night

  14. This sounds great in theory at an upscale restaurant with more affluent guests. If you do this in casual dining you are inviting the roughly 20% of the guests who are looking for an opportunity to "get one over on you". There are way too many guests who will use the opportunity to answer that question to get a free meal or drink. We've been in business for 41 years so we're definitely doing more right than wrong but if we asked every table if their meal exceeded expectations our comps would exceed 8% of sales each day.

  15. AWESOME!! I've felt like my table visits were "ok" but I'm amazed at how one little question can make such a big difference. I've always had a feeling that a guest thinks once a dish is delivered to them, "it is what it is." I'm always looking for an opportunity to improve their experience and I know that just by asking THAT question they will better understand my willingness to do anything to ensure that their meal is the best. The chance of a return visit and them spreading the word about our great service & amazing food is almost guaranteed!

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