Zekeriya Guser – Captivated conductor of my very own extraordinary journey.

Let’s kick off from the very beginning – when the customer strolls in, ensure you greet them right at the door before they even glimpse the place. Why? Well, if they have time to look around, they might choose a table on their own, making it tricky to guide them to the spot you prefer.

A little smile and a brief chit-chat won’t kill anyone – in fact, it hasn’t killed anyone in history so far – as far as I know. Now they’re comfortably seated at a table of your choice. Provide them with menus that aren’t as thick as novels; they don’t need to navigate through 17 pasta options. Offer a pasta of the day with a vegetarian twist (yes, cook that fresh sauce without the meat), and you’ve got a winner. Less but elegant choices, and switch up the menu regularly for that element of surprise and on a deeper level this will allure them of discovering something new hence you have a regular customer, chi ching..!

Now, the tricky but crucial part – make sure you’re always within a wink’s distance from the customer. If they struggle to get assistance, that’s a bummer. They might have questions or be ready to order, and you need to be easily reachable.

As you stand next to the table taking their order, don’t just listen and jot down on the order pad. Be a multitasking maestro – take their order, chat with them, and keep an eye on other tables. Engage with other patrons without annoying the customers you’re dealing with – How? You figure it out Man!

Knowing the menu as well as your chef does is crucial. Understand not only what’s in each dish or which wine pairs with which meat but also how they’re cooked, customizable options, and the presentation on the plate. Familiarize yourself with common allergies – we definitely don’t want to kill anyone. Offer suggestions as you go along, but don’t take customers for fools; be reasonable and understanding. Don’t just offer the most expensive items on the menu, listen to them, understand them and then shine. Crack a few jokes if they seem fun – turn it into an experiment, not just a meal for an empty stomach.

Now, let’s talk about some tricks to make your life easier. For instance, you’ve taken an order on a busy day – how do you prevent others from asking if their order has been taken? Establish a system; give menus when people sit, and when they order, put cutlery on the table or fill their glasses with water so others know the order is taken. Or just simply make a rule that who gives the menu’s should take the order. Little things that save time.

Allow them to relax with a cup of coffee or tea while waiting undisturbed. It’s also convenient to offer a small loaf of nice bread with olive oil or olive paste (or whatever suits your concept) to keep them nibbling and save them from boredom. If the kitchen is running a bit slow and they’re waiting, it’s time for you to rise&shine, talk to them – don’t make them feel unimportant. Explain why there’s a delay and, without hesitation, offer them something for free. Don’t be scared of the truth but make sure you sugar coat it a little. Do something, anything.

Then, the kitchen rings – the food is ready. Run, baby, run – time is crucial. Deliver what they came for, make them as happy as a kid receiving their first set of Legos (the ones that let you be creative and dream the impossible, not the IKEA type ones of today that are akin to purchasing a sofa with instructions attached, dictating what to create. Rather, the ones that foster creativity, that inspire you to dream the seemingly impossible… It appears I’ve digressed again, let’s return to the matter at hand.).

While serving, keep the banter going – witty or serious, depending on the customer, but ensure it’s neither boring nor quiet. They’re there for the food and the experience.

Once food is served, inquire if they need anything else and get out of the way! Let them savor the food but remain only a glance away. The atmosphere should be filled with energy at this point – don’t just stand in a corner. Walk around, stay on top of everything. A glass? Fill it up. A plate? Take it away. But remove the empty plate while they’re looking the other way so they don’t feel disturbed. Feel free to engage with them at some point in their “experience” if all is going well – the food, the service, even the atmosphere. This helps them feel at home and provides great insight for you. One little old rule to remember: never clear everything off the table if at least one of them is still eating.

Once they’re done, have had their desserts and perhaps a couple of espressos, it’s time to pay. Don’t make them wait for you to come and take their hard-earned cash – this is the part you enjoy the most. When they appreciate the fact, walk them to the doors, even if you have the time. After all you’ve done, you’re in for a treat, as there will likely be a hefty tip “mostly.”

So, after all this, you end up with a customer for life. They’ll hopefully bring friends, family, and colleagues. Also, as statistics show, an unhappy customer engages seven times more than a happy one. You do the math, my friend, you do the math.

Now that they’re gone, immediately clear up the table and make sure it’s ready for your next conquest.

This, my friend, is the recipe for a successful restaurant.

Thank me later 😉