Advanced People Skills: Make Huge Tips!, #7

By Scott Young

The Definitive Inter-Personal Skills Training Manual. Book #6 In The Make Huge Tips Series.

- Developing Great Communications is a Science And An Art! This Is NOT a Recipe Book.

- Learn The Psychology of Attracting Customers & Giving Outstanding Service.

- Goes Deep Into Understanding Common Situations. Learn What To Do, What To Say and Why.

- Learn To Give Customers a Reason To Come To Your Bar, Stay Longer, Spend More Money, Tip Well,
and Tell All Their Friends What A Great Time They Had.

- A MUST for Every Restaurant & Bar Manager ( Give to Every Bartender & Server )

Remembering People, Faces, Names, Orders, Is Only The Beginning. 
"The Ability To Get Along With People Is the Most Valued Characteristic In An Employee". John D. Rockefeller.

 

About The Author:

Scott Young - Bartender | Trainer | Author | Featured Speaker & Video Producer

- 30+ Year Bar Industry Career

- Made Over 800,000 Drinks.

- Taught Seminars in 16 Countries, 27 US States & Every Province in Canada.

- Featured in Over 400 TV & Radio Interviews, Magazines & Newspaper Articles

- Created 25 Training Course DVD's Sold in Over 100 Countries.

- Considered by many to be the pioneer of standardized training for Practical Working Flair Bartending.

- Author of 28 Bar Industry Books, Study Guides & Work-Books

• Language: English
• Publisher: Digital.NBRTraining.Com
• Release date: Jul 2, 2022
• ISBN: 9798201901868

Scott Young

- 30+ Year Bar Industry Career  - Made over 800,000 Drinks. - Taught Seminars in 16 Countries, 27 US States & Every Province in Canada.  - Created 25 Training Course DVD's Sold in Over 100 Countries.  - Considered by many to be the pioneer of standardized training for Practical Working Flair Bartending. - Author of 28 Bar Industry Books, Study Guides & Work-Books - Featured in Over 400 TV & Radio Interviews, Magazines & Newspaper Articles - He is still learning

Book preview

Learn How to Make More Money in The Hospitality Industry

A person holding a sign Description automatically generatedDescription automatically generated

We Are All Service Givers and Memory Makers.

Table of Contents

Learn How to Make More Money in The Hospitality Industry

Keep An Open Mind

1: Develop High Level People And Conversation Skills

CUSTOMER SURVEY

Talk With Your Customers – Make Them Guests Instead

How To Attract Customers

Getting Your Customers Attention – From Long Range

Getting Your Customers Attention – From Medium Range

Getting Your Customers Attention – From Close Range

Greeting People

Bad Greeting Vs Good Greeting: Garry Leavy Says:

Serving A Big Crowd

Look People In The Eye!

Be Respectful and Patient

Introduce Yourself By Name

Give Compliments

Bartender Promo Tab

Don’t  Accept A  Tip If You Give/Buy the Drink

Funny Way to Not Accept a Tip

Hand Shakes *** COVID has changed the world.

Embrace the High-5 and the Fist Bump: *** COVID has changed the world.

Ask a Guest For Their Opinion or Advice On Something

Don’t Be Afraid To Give A Hug Now & Then: *** COVID has changed the world.

Tim’s Place: Oh my god...this guy is my new hero!!!

Ice-Breakers – 79 Great Conversation Starters

Listen Intently To Guest’s Stories- Without trying to fix everything

Learn to Interrupt In A Professional Manner

Phrases to Avoid And Adopt

Give Words of Encouragement

Table Touches

Be Very Aware Of Your People’s Moods And Needs

Play Matchmaker

Be Aware Of When A Guest’s Drink Is Almost Empty

Offering a Breath Mint to Someone Who Needs it

Guest List

Reserve A Seat Or Table In Your Section For V.I.P. (Big Tipping) Guests

When You Make a Mistake, Admit It

Don’t Hit On Your Guests

Don’t Accept A Tip If You Have Given Bad Service

2: Remember The People You Serve

Are You Good at Remembering a Faces?

Remember People’s Drinks

Don’t Remember Their Name, But Do Remember Their Drink?

Remember People’s Names – As many as you possibly can!

What to Do When You Forget Someone’s Name

Use Their Name Frequently

Learn Names of Their Family

Tent Card Name Place Holders

Encourage Everyone To Run A Credit Card Bar Tab

3: Tricks of the Trade

Bar Napkins

Having Enough Pens For People

Take Really Good Care Of Your Support Staff

Serving Water To Guests

Candy

Do You Have a DJ Or A Live Band?

Birthdays

Dealing With Servers The Right Way

X-Mas Time

The Holidays Bring In New Customers – Make The Most Out Of It

4: When Money Changes Hands

Giving Guests The Bill

Understanding The Psychology Of Tipping

Tip Trays And Bill folders

Giving Guests The Bill #2

How To Give Change Properly

When a Guest Asks, What’s a Good Tip? or, What Should I Tip You?

Sailing Ship Bells

When You Get a Good Tip...

Tip Buckets Behind The Bar

5: Thoughts to Leave You With

Promotional Passes

At End Of The Night

I’m a Nice Customer – Author Unknown/Anonymous

Help Your Teammates Be Better Bartenders & Servers

Consistency, Stability & Teamwork

Bonus Thought: Okay, So You’re Now Making Good Money. Now what?

About The Make Huge Tips Series Of Books, Study Guides

Author’s Note: Don’t be afraid to try new things.

10 Ways To Get The Most From This Book, Study Guide/Workbook

––––––––

"Just Make Up Your Mind At The Very Outset

That Your Work Is Going to Stand For Quality,

That You Are Going to Stamp a Superior Quality Upon Everything

That Goes Out Of Your Hands,

That Whatever You Do Shall Bear the Hallmark of Excellence."

- Orison Swett Marden

Keep An Open Mind

I have always tried to be very non-combative about the way I teach.

I can’t come into your country, your city, your bar and TELL you what’s going to work with YOUR customers.

You are professional, working service givers,

and experts on your area.

We respect that.

What I can do, is tell you about all sorts of things that are working in other bars & restaurants around the world. It’s up to you if you want to try any of them or not.

We, all the people who contributed to this series, really want you to succeed.

This entire series is about giving you ideas on how to be a better All Around service giver.

We’re here to help you make more money! Money for yourself and for your bar.

There are things that suggest that you’ll think to yourself.....

Yeah.... Scott, that’s not going to work for me ☺.

No problem. We don’t expect you to agree with everything we say or write.

Just remember. Everything we’ve written has come from hard won experience.

Basically, we’ve screwed up so many times, we’ve figured out some better ways to do things. Not perfectly, that’s too much to expect, but with excellence ☺

So, keep an open mind, be willing to experiment a bit and you may find

that you have more fun and make more money.

"If You Always Do What You’ve Always Done,

You’ll Get

What You’ve Always Gotten."

- Anthony Robbins

Make Some Changes And See What Happens

© Scott Young Bar Smart Inc. – TheBartendingMasters.com |

1: Develop High Level People And Conversation Skills

Understanding Your Customer – Author Unknown/Anonymous

I was given this as a 19 yr. old bartender. I’ve shared it with my students ever since.

What Is a Customer?

A CUSTOMER...is the most important person ever in this establishment, in person or on the telephone.

A CUSTOMER...is not dependent on us. We are dependent on them.

A CUSTOMER...is not an interruption of our work. They are the purpose of it. We are not doing hem a favor by giving us the opportunity to do so.

A CUSTOMER...is not an outsider to our business. They are a part of it.

A CUSTOMER...is not a cold statistic. They are a flesh-and-blood human being with feelings, emotions, likes and dislikes.

A CUSTOMER...is not someone to argue or match wits with. Nobody ever won an argument with a customer.

A CUSTOMER...is a person who brings us their wants. It is our job to handle them, to the profit and pleasure of us all.                -Author Unknown/Anonymous

CUSTOMER SURVEY

A few years ago, I asked some of my customers at the ROXY NITE CLUB in Vancouver, Canada if they would share their opinions about the service industry. I gave them all surveys. Here’s what they wrote...

WHAT MAKES A GOOD BARTENDER?

Someone who’s attentive and has a smile on their face and has creative drinks.  Tanya B.

Good friendly attitude.  Roger Fernandes

Quick and friendly service. John Curtis

Friendly, charming, smiley.  Melissa Charlton

Fun ! Tricks ! Cute ! Lena Yalve

When simple things are done with style.  Jay Front

Someone who appreciates the people he/she serves. To actually like people is more important than knowing the trade.  Michael Root

Someone who is genuine, not phony, not trying so hard to get a tip. Vito Russo

A combination of charisma, speed, awareness, imagination and agility all wrapped up in one hell of a personality.       Michael Olesen

I’M A REGULAR WITH ONE FAVOURITE BARTENDER. WHY ?

Personal service to make a customer feel important goes a long way for return business.  John Curtis

He’s on it with lighting my cigarettes. Lena Calve

He makes me have a good time when I’m here. Melissa Charlton

You seem to really enjoy what you do, are always entertaining and have a great smile.  Sharon Mooney

Genuine, relaxed, fun!  Holly Stefonovich

Someone who takes the time to say, Hey, how’s it going? instead of just handing you a drink, and if they can put on a show by flipping the bottles, all the better.  Stephanie Rosloski

WHY DO YOU CHOOSE TO BE SERVED BY THE BAR INSTEAD OF A WAITER OR WAITRESS?

Bartenders are more fun.  Lena Calve

I want to see my drink poured.  Roger Fernandes

They cater to every need. Ray Winters

The SHOW! Mike Minichiello

Conversation, suggestions on drinks and pizzazz. John Curtis

I can never decide what to drink, so Scott asks me, What’s your favourite colour? and makes me a yummy drink.  Stephanie Rosloski

IT MAKES A DIFFERENCE TO ME WHEN ..........

The bartender remembers you.  Mike Minichiello

The bartender acknowledges that you are there even if he’s busy! John Curtis

I’m served with grace.  Chris Bean

The bartender takes the time to introduce himself and shake my hand.      Dwayne S.

The bartender is upbeat and happy. Roger Fernandes

You personalize your service, what a treat !!! Holly Stefonovich

They are fast AND entertaining. Crystal Latteh

You are attentive and take personal care in remembering my favourite drinks and shooters.  Michelle Gavrin

Talk With Your Customers – Make Them Guests Instead

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Chat them up! Get them talking. Everyone loves to hear the sound of their own voice.

The More You Talk With Your People, And Get Them To Talk To You,

The More Money You Will Make!

Why? It allows you to create a relationship that is stronger than just a nameless, faceless bartender and just another customer. It allows you the opportunity to change that customer into a friend.

It’s also more fun for you. Standing around all night making drink after drink for people that you don’t talk with can get very boring and you could find yourself looking at the clock all night. What do I talk about? Whatever they want to talk about, but here are a few tips to get a conversation started.

A)  Get interested and start following the big sports teams in your area.

B)  Always have a current newspaper and/or city entertainment guide behind the bar so you can let your people read it.

C)  Be aware of what’s going on in the city...sports events, plays, festivals.

D)  Know what movies are out and be able to comment on them.

E)  Do pop quizzes – Have a Trivial Pursuit game (See below).

Just have a few cards and pass them around the bar and get people talking together.

If you think they’ve said something interesting, tell them that. It will make them feel good.

Start Asking Questions That Will Get Them Talking. It’s a lot easier to concentrate on all your duties while listening than it is when you’re