“Table Touching” is a phrase used to describe the action of interacting with guests, at their table. Most companies try to impose minimum standards, such as 40% or 80% of guests should speak with a manager. However, I have found that making this a requirement feels intimidating to some managers. Also, I can pull up a chair at one table, talk with my guests for a moment or two, and then briefly say “hello”, to surrounding tables as I make my way to the next dining room. This is just as effective a technique, and doesn’t require as much time.

When I’m asked what I do for a living, my most common response is “I’m paid to hang out with people all day”.

When you cut right down to the most basic part of a Manager’s job description, that’s it. Hang out with people. By ensuring your business is running smoothly, and your staff is on-point, you can easily spend half of your shift interacting with your guests, staff and vendors. Get to know them, let them get to know you. Sixty seconds at one table today will almost certainly lead to returning guests.

Now, I understand that for a large portion of managers this is a scary thought. Afterall, if a guest has something to complain about, it’s you who will take the brunt of their frustrations. However, if you’re aware of your operations, and potential issues at all times, you’ll be able to anticipate the majority of issues that may come up with your guests.

For example, if you have a new fry cook on the line, and you notice a young man with chicken and waffles in front of him, you could approach the table and ask how they came out. No matter what the response is, you will be prepared with a response;

Manager: “How’d that Chicken and Waffles come out?”

Guest: “Just as good as always! Thanks for asking.”

Manager: “No problem! We’re breaking in a new fry cook this week, and I didn’t catch that plate before it left the kitchen. Wanted to make sure she’s catching on. Enjoy your breakfast.”

Or…

Manager: “How’d that Chicken and Waffles come out?”

Guest: “Honestly, the chicken seems a little overcooked, but it’s alright.”

Manager: “I’m so sorry to hear that. We are breaking in a new fry cook this week, and I didn’t catch your plate before it left the kitchen. Let me have her make you a new order.”

Guest: “Thanks so much.”

You see, if you can anticipate potential issues, and jump in front of them, your guest will not get to the point of frustration. Additionally, replacing a sub-par order without the guest asking for it speaks volume to your personal interest in the quality of the food you serve, and their experience within your four walls.

In the instances when you are informed that a guest has complained about something, get as much information from the server as possible so that you can calculate a response on your way to the table.

On more than one occasion, in my first year with this company, we had complaints about the New York Strip. Our broiler cook was not the best, and cared very little about quality. Needless to say, he is no longer working for us. By the third complaint, I had devised what I considered to be the perfect response.

I would humbly approach the table, pulling an empty chair from a nearby table, and sit down with the guest. Immediately I would open with “So I hear we can’t cook a steak tonight”. Every single time, the guest’s body language turned from frustration to humor. The guest would let me know how they asked for the steak to be prepared, and show me how it was served. Once they made it through their story, I would apologize and let them know that the kitchen is already preparing another steak for them. I also make a point to thank them for their feedback, as it helps us in developing our staff.

Being a manager who truly listens, and responds with empathy and concern is absolutely necessary in this industry. If you are not already that manager, set a goal to develop your skills in that direction. Faking it doesn’t work. Your guests will see right through it.

Maintain a high level of awareness of your daily operations, staff, and product quality. Anticipate any potential issues, and be prepared to handle them. And most importantly, TOUCH THAT TABLE! Getting to know your guests, and being available to them will absolutely help you to grow a business of returning guests, and eliminate a multitude of issues.

Work smarter, not harder.