Restaurant Hidden Extras

[Shelley G.]

If you know of a restaurant where they provide service incentives for upselling on top of our regular tips, I'd love to hear it, since I'd like to apply there.

I see evidence of people who don't read our clearly-printed menu daily, such as people who bring in a party of 40, unannounced, and proceed to ignore the fact that our menu states that an 18% gratuity will be added to all parties of 5 or more, and so they scratch out the gratuity on their credit card slips and write in what they see fit, even though they've been given good to above-average service.

←

Um - I offer incentives to my servers who upsell. We are only open for lunch, so individual cheque size is really important. Sometimes the goal is to move starters, sometimes a glass of wine, sometimes both, because the main and dessert orders are given. No coaxing on dessert

She who sells the most extras receives a gift certificate for something I know for certain she likes, or a bonus on her regular paycheque. I am a big believer in incentives - if the restaurant doesn't profit, neither do they, but extra effort is rewarded.

I too have troubles with squawks about the additional gratuity for large parties, though it is printed on the menus. Credit card transactions are not really the problem for us - it's debit transactions that can be sticky, since they punch in the tip themselves. Despite being told what it is going to be, many times I have had to politely suggest that they must have made an error when adding the tip, and redone it. I am proud of my servers - they are attentive and kind without being saccharine in any way, and they always go the extra mile for the restaurant and the patron. Therefore, I do not allow them to be shortchanged. However, I have been told that I am extremely diplomatic, and I hope that this is true - I do not let the servers discuss tip issues with customers, naturally.

[Carrot Top]

When a customer sits down in a restaurant, they expect a lot.

They expect to be cared for, hopefully to be catered to, to have a good meal that is to their tastes and liking including all food prejudices and loves, and to be understood in what they want and like and then to get it all at a fair price.

On the customer side, people are as varied as they are in real life. You will see the same amount of cheapskates...the same amount of people who want to 'put one over on someone' (and my goodness this group seems to be growing, in my opinion!)...the same amount of just plain nice people....and the same amount of people who are incapable of speaking up for what they want, thereby never really managing to get it.

And they of course, expect to be served by a person that is well-trained. Not only in carrying food to the table...which is the physical side of the job....but also in the sorting-out of what their personal desires are...which is the emotional or psychological part of the job.

And who...are generally our servers in the US?

And how well...are they usually trained?

And...is the art of providing good service (with the implicit fact that providing good service to someone involves a bit of sublimation of self) admired in a person...in this country?

And is the job of waiter/waitress one that is held up to be something admirable in itself...or is it something simply one might have to do to get through college....

Our servers are mostly young people. They are working their way through college...or working while they figure out 'What it is they really want to do' because this job is not commonly considered a profession in this country.

They are generally taught how to deliver the food to the table, but are often not taught or trained in the least, as far as personal dynamics or the finer points of pleasing at table.

They are not generally respected...in the ways that other professionals are respected here.

And then we wonder....why? Why so much mess in the area of service to the customer.

The art of service....and the job of being a server...will not improve until it is given its due respect. It is at least a two way street...and more likely it is a crossroads, this situation.

Hidden extras are one very small part of it.

The whole thing, overall, is very aggrevating and not a happy one for anybody.

[lovebenton0]

I appreciate your comments, Judith, and would like to respond to them as thoughtfully as I can muster.

As far as selling incentives provided to servers for "upselling," I haven't seen this or had the benefit of it in any restaurant where I worked. I'm not saying it doesn't exist, but in my experience, the only benefit of upselling has been in the potential that the guest will tip on the added expense to the bill, which is a predictable factor in most people's tipping habits. I've even done extra services - such as setting up a service bar for an extra charge of $100 or so, with only the 20% tip (mandatory, as it was for a private party) split between the 5 or so servers who where serving the party.

If you know of a restaurant where they provide service incentives for upselling on top of our regular tips, I'd love to hear it, since I'd like to apply there.

←

I'm in Central TX, and you are where?

Ztejas in Austin specifically offered incentives. (Still does as far as I know -- but I've not been a personal guest recipient in a while, so shoot me if I'm wrong. ) For some reason they called these incentive coupons "Scooby Bucks." (Was that just a particular oddity with them or am I missing inside restaurant info? ) The server who sold the most upsell items was rewarded with the most points toward Scooby Bucks. These Bucks could be used by the employee or by employee's guests, applied toward purchase price of menu items. I have eaten for free there through the generosity of friends.

I must say also that I have never been the victim of upselling me out of the pleasure of dining there. As Shelly mentioned in her situation there would be targets for upselling. You weren't being gigged throughout the meal.

Additionally I have known other places in various areas, but time and distance prohibit me from mentioning specifics. In general, a couple restaurants in Houston -- that was years ago, three I knew in the Chicago area, and one in Tuscaloosa AL.

One specifically around Daytona Beach. At that one, we were on our honeymoon several years ago, spending a couple of days on the beach before a short cruise to the Bahamas. So we were just winging it. We found a charming little lagniappe Cajun hut up the coast right on the beach. (Wonderful food -- and no I don't remember the name.) We happened to hit a slow time for them and our server spent a lot of time with us out on the deck just talking about the area and asking us about the TX Gulf Coast. We were enjoying the interaction and let's face it we were on our honeymoon and how much more open can you be than that? At one point during the off and on conversation she asked us if we'd like to add another course -- we were basically doing an informal tasting. She had a recommendation. We already had quite a bit of food, but then some of it was leaving with us for a later sunset snack on the beach and we were waffling, "Maybe so . . . " She just looked right at us and in a low voice (I wasn't completely deaf then ) she said if she could add another course to our order that would give her more points for a "beach day." Boy did she read us right! We really weren't offended (honeymooners, remember? ) and we just went for it. We took it with us and scarfed it later on the beach. I hope she got her day.

For service staff, it's definitely a difficult proposition to offer extra bread or a refill, if the restaurant owner chooses to offer such with an added charge. Writing it on the menu might work for literates like you, but for a lot of people who choose to look at the menu in a haze without understanding it, there are obvious problems.

I see evidence of people who don't read our clearly-printed menu daily, such as people who bring in a party of 40, unannounced, and proceed to ignore the fact that our menu states that an 18% gratuity will be added to all parties of 5 or more, and so they scratch out the gratuity on their credit card slips and write in what they see fit, even though they've been given good to above-average service.

I've read a lot of what you've written, Judith, and I think you're decidedly cool, so tell me, what would you do?

←

I do read menus. I like menus. I'm a foodie and I just like to know what's available and what's up. I am also functionally deaf in public situations even with a cochlear implant (restaurants are awful, even painful noise producers!) and do have to depend on what I read.

I also understand the dilemna for servers. If it were me, because I appreciate this as a diner, I would be specific in asking some one if they wanted to order another drink, basket of bread, etc. I would not offer "refills" to people, which can translate to no extra charge. Also "Would you like to order the blah blah blah dressing (or whatever)" as opposed to just asking them if they'd "like" it.

When it comes to those extra (out priced) specials I'm just fairly stumped, the dilemna still exists. Does the server offer the wine menu again to the customer? -- that can be intrusive. The quick offer is less so, yet not informative. And endamame at $25 a shot? How the hell are they going to sell many of those if the server announces that price up front?

[deltadoc]

My understanding of this is that you are taxed on items you sell, not on items you give away.

Tax, is by definition, a percentage applied to the amount of a transaction. If restaurants are really charging tax on the "value" of the meal, not the "cost" of the meal, then do the car dealers in those states also charge sales tax on the list price of the car regardless of how much you actually "paid" for the car?

I've never heard of that being done. Car dealer gave me a "free" loaner car, and when I checked it in, they had a pre-printed form that had a $10 sales tax permanently listed on it. I explained to the clerk that you can't charge me a "sales tax" because no money changed hands. 6.5% x 0 = 0. Had to call the manager over who quickly assured the clerk that I was right.

I would have thought the same principle applies to any purchase, food in a restaurant included. If I lived in those states mentioned above, I think I would look into that State's Dept. of Taxation and make sure that's how the law is written.

In Minnesota, you get two $14 entrees, and are charged only $14, then the tax is applied to the $14, not to $28.

doc

[TheFoodTutor]

I'm in Central TX, and you are where? 

I'm in Atlanta, Georgia. I guess I just haven't been lucky enough to work somewhere that gives those cool incentives, but I do work in a pretty good restaurant that is constantly busy, so I don't get too bad of a deal. The comment from Shelley about extra money in the paycheck made me do a double-take. Oh, yeah, I thought, servers in Canada actually get paychecks. The kind that don't say ****Zero dollars and Zero cents*****Null and Void****

Really interesting thread. I can understand why tourist traps want to hoosegow the sucker Americans, but I'm utterly at a loss as to why most restaurants would want to make a bit of extra chump change and, in so doing, guarantee that you'll never return. Can someone explain this?

I guess it depends on which specific example you are talking about. As far as the ones for New York City, I know they have quite a few of the "If you have to ask, you can't afford it" type of restaurants there, so I lump things like $25 edamame under that category. It does sound ridiculous, though.

But the average restaurant owner doesn't put a lot of effort into playing menu "Gotcha!"

[therese]

That is a good point you made, CT, about how even nice, well-mannered guests can easily forget to tip on items that are comped. I have a good friend and dining companion here in Atlanta who has told me that, while she is a consistent 20% tipper, even she has forgotten about comped items at times.

←

And it can be particularly difficult to remember to tip on comped items if one's had more than one glass of wine, you know?

[nwyles]

However, I have been told that I am extremely diplomatic, and I hope that this is true - I do not let the servers discuss tip issues with customers, naturally.

I do not let them discuss tips amongst themselves inside the restaurant. Guests could overhear and it would be a sticky situation all round. No guest should be made to feel uncomfortable about the amount they leave. If a server gets stiffed, I want to know about it for every reason you can think of.

We have an auto grat situation for large parties that is printed right on the bill, right on the menu and the staff have to get me to add this to the bill. They must indicate to the guest that it is there and I make them cross the tip line out on the credit card slip. If the guest wishes to leave more they may and can do so.

If a server gets a tip on top of a auto tip, I question it. It is cause for immediate termination. No double dipping. Don't get me wrong , I am not overly concerned about an extra 5 % in an auto 15 % grat, it is when I see and extra 20 % on top by a guest who might have had too much to drink.

I think I am protecting all parties here - It take lots of effert to get a server trained to the point where you are happy with them - you would hate to see this go down the drain in one greedy moment

- regular guests are cherished and you would hope to see them return. They are all hard won and you would hate to lose one over a tip. We have seen comments that people would not go back to a restaurant over a charge for a refill !

- your reputation - you would not want people to think that you are a rip off joint - this is truly bad for business.

If a guest wants to leave an extra tip, they will find a way. I just want our people to do it honestly. A dishonest tip is an embarrassment for everyone involved.

[Shelley G.]

I'm in Atlanta, Georgia. I guess I just haven't been lucky enough to work somewhere that gives those cool incentives, but I do work in a pretty good restaurant that is constantly busy, so I don't get too bad of a deal. The comment from Shelley about extra money in the paycheck made me do a double-take. Oh, yeah, I thought, servers in Canada actually get paychecks. The kind that don't say ****Zero dollars and Zero cents*****Null and Void****

←

I don't want to imply that there are absolutely bags of $$$ showing up on the paycheque... but the servers definitely appreciate their bonuses. And yes, servers in Canada definitely receive real paycheques. Most of us struggle pretty hard with labour costs. We also must contribute 4% vacation pay (accrued or paid out on each paycheque) as well as the inevitable pension, UI and Workman's Comp contributions etc. Every time the government raises the employer's share of contributions, or institutes a hefty increase in minimum wage, it usually means foregone raises and other benefits for employees. Neil's province has a huge minimum wage - $8.00 an hour. Anyway, I realise that I'm a tad off topic. I am a big believer in profit-sharing. Though I never give people the speech that starts with "We're all family here..." - because that is utter rubbish, IMHO. What I want is happy, attentive staff, who will do their utmost to give the customers the most enjoyable experience imaginable. A little tangible expression of my appreciation for their efforts is well worth it - and I note with pleasure that they seem to value the verbal appreciation as well.

[Shelley G.]

When a customer sits down in a restaurant, they expect a lot.

They expect to be cared for, hopefully to be catered to, to have a good meal that is to their tastes and liking including all food prejudices and loves, and to be understood in what they want and like and then to get it all at a fair price.

The art of service....and the job of being a server...will not improve until it is given its due respect. It is at least a two way street...and more likely it is a crossroads, this situation.

←

My feeling about this is that it takes a great deal of mental and physical co-ordination, and also an ability to be swift and intuitive in perception of the customer's wishes to be a good server.

Some people want to be coddled, some entertained, some treated with businesslike efficiency only. The server has perhaps one minute, if that, to determine what is required. Then their job is to deliver a rather complex bundle of emotional wishes which are virtually never verbally expressed. Service is indeed an art. Before I owned the restaurant, in the long ago, I did a lot of serving. I was endlessly fascinated by the process of discovering what each customer really wanted, and while that was happening, I actually did not give much thought to tips. I just tried to provide them with wahat they wanted. Weirdly enough, I made enormous tips. I always tell this to would-be servers at the restaurant now. If their eyes glaze over, I know that they do not now, nor will they ever get it. The two servers I have now do get it.