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When it comes to answering guest’s questions an excellent server avoids using the word NO.
<aside> 🆗 “NO” shuts down a conversation. “NO” makes a guest feel like this isn’t a place where they belong. Subliminally and subconsciously a shake of the head tells the guest that they can’t get what they want here.
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Even if the answer to their question is technically NO, an effective server will answer the question behind the question. The answer instead, is an offer for a close alternative. Rather than shutting the conversation down with a “NO”, they make an offer for something that will equally satisfy and meet the customer’s needs by answering every question with a friendly nod of the head and an affirmative answer.
By banning the word “NO” from a server’s vocabulary the guest gets their needs accommodated and their experience enhanced.
That’s the power of YES.
GUEST: Do you have coconut milk?
SERVER: We have soy & almond milk as an alternative to dairy.
GUEST: Can I get a diet sprite?
SERVER: Our low-calorie drink options are diet-coke, iced tea and sparkling water.
GUEST: Can I get takeaway?
SERVER: We are happy to do takeaway orders Monday thru Friday only.
GUEST: Can I get relish on my hamburger? SERVER: Are are pickles ok?
GUEST: Do you have a table for two?
SERVER: Yes, of course! One will be available in 10-15 minutes. Can I get your name for our list?
GUEST: Can I make a reservation? SERVER: The best times to come in to avoid waiting for a table are…