Business Tips & Entrepreneurial Lessons from Being a Waiter

Posted by JuJuan Buford, Entrepreneur & Writer @JSBUFORD

 Many an article has been written and an unflattering joke told at the expense of restaurant workers subjecting them to ridicule, with an occasional plug espousing the virtues of the profession. If you’ve ever worked in the profession, you are acutely aware that being a waiter is one of the most underappreciated jobs one can take on, especially given the import of the occupation. They are literally on the front lines, dealing with every manner of insult from condescending and rude customers, insensitive tippers, drunks, etc., while still having to memorize food and drink pairings, negotiate the tastes of picky eaters, and solve for food allergies. And do it all with a smile. 

Most people wouldn’t consider waiting tables to be a gateway for unbridled success as an entrepreneur, however upon close inspection many would be surprised. At the end of the day, waiters are in the business of managing people in what is one of the most chaotic work environments you can imagine. Doesn’t it sound a lot like the organized noise that entrepreneurs grapple with everyday? However, the similarities don’t end there. 

Success is Determined by How You Show Up

U.S. citizens are more stressed out and angry than they’ve been at most periods in history during the last couple decades. If you were to ask most people “how are you doing today”, it would not be a stretch to expect a down pouring of complaints ranging from their mistreatment at work; feelings of malcontent with their home lives, and their partners in particular; to their angst regarding the current political atmosphere. 

Restaurant workers from management on down to the dishwashers understand that the majority of restaurant patrons walk in the door to escape it all. Being a waiter requires a surreal degree of empathy, and almost every decision made from the time the first glass of water hits the table until the last crumb is bussed is designed to make the disgruntled spouse, underpaid teacher, or stressed out intern remember that they matter. It all starts with a delightful smile, jovial yet calibrated banter, attention paid to the emotional state of their customers along with their palate preferences, and the repeated acquiesce to some of the most absurd requests one can imagine. 

All the while, that waiter's life may be headed to hell in a hand basket. And he or she still has to show up with all the positive vibes their sore feet can muster. 

It’s no different as an entrepreneur. When you wake up in the morning the world could care less about whether your rent is due, you endured a car accident yesterday, you were involved in a drag out screaming match with your significant other all night long, your child just spilled a milkshake on your favorite suit jacket, or your mulling bankruptcy. The world doesn’t wake up thinking, how can I help you build your business today. The market doesn’t care. 

People conduct business with people they like, know, and trust. And the fastest and most effective way to establish rapport is to exude a positive attitude and a genuine interest in the person standing in front of you. Showing up on time, 15 minutes early. Being prepared, having taken the time to research or ask qualifying questions initially, before you sit across the table from a potential client matters. People easily forget or misconstrue what others say regularly, but how they feel sticks to their bones. 

Yes, showing up is 80% of success, but how you show up is 90% of the 80%.

Getting Out of the Weeds

You quickly learn as a waiter, that certain things are just out of your control. The hostess sits three tables simultaneously in your section. You deliver a plate to the table, and the person who requested their steak medium rare insists that he desired, medium well, or running around the plate rare. You grab a bowl of macaroni with chicken off the expo line, and as you turn the corner you realize it was cooked with red pepper flakes, and the customer specifically requested no pepper flakes. 

The best waiters develop tactics and exercise a keen of understanding what is important versus what urgently needs to be addressed to prevent things from going from bad to worse. It may involve dropping off a free round of samples, accompanied with waters to guests; having a profanity laced, yet warm discussion with one of the kitchen staff to expedite a dish; and covering a lot of ground at a breathtaking pace, etc., etc., while smiling the entire time. 

You install a new contact manager, and realize you haven’t been receiving your emails until the evening. You awake to find growling emails and voicemails from three of your highest net worth clients, requesting that you immediately resolve their challenges, and your appointment book is full. One of your business partners or key employees steps away to address a family or health matter indefinitely, jeopardizing the solvency of your business. 

When circumstances like the aforementioned occur you learn very quickly that time management is an oxymoron. You can’t create or buy more time, or stop the clock. Instead, being able to resolve conflicts, and properly measure the difference between what is urgent, important, and inconsequential can mean the difference between enduring a lot of unnecessary pain and hardship versus a temporary inconvenience. It is not a question of whether the customer is right or wrong, it boils down to committing to what will always be most important.  

All of your branding, marketing, operations, and client services activities must work in concert to deliver more value, than is anticipated by the customer. 

Speed Kills & There Are No Traffic Jams Along the Extra Mile

As a waiter you may have three to six tables that you must commandeer, and every moment that guests are left waiting for a beverage, their appetizers, entrees, deserts, and for their tables to be bussed delays the next time that table can be sat again. It’s a balancing act between taking the time to develop rapport versus moving speedily to expedite the actual delivery of services. 

Every extra moment spent responding to a text, watching a social media post, or taking one too many ESPN bathroom breaks is a moment not being spent helping your guests forget about their trials and tribulations, bussing the table (hastening their departure), or developing enough rapport for them purchase a high ticket bottle of wine or dessert. All the aforementioned requires a greater degree of commitment, speed, and sweat equity, and make the difference between an average experience versus a memorable one equating to bigger tips and repeat customers. 

It can mean the difference between earning $100 versus $300 in a night.

We live in a society that monetizes speed and convenience above all else. Think Blockbuster versus Netflix. Borders vs. Amazon. Consider the growing trend - especially among Millennials - for people to order their food to go or via Uber Eats like services, rather than dine in for an hour or so at a time. Success in entrepreneurship often boils down to arbitrage and being willing to do what your competition will not. The ability to provide an employee handbook in three days as opposed to a week. Being able to respond to a request for information 24/7 around the clock as opposed to during regularly scheduled business owners. Taking the time to level up your learning and competency in anticipation of a significant verbal exchange or emerging shift in the market.

Be more present, more engaging, and less sale-sy..... In other words wish people happy birthday more frequently, ask how was your vacation experience, how did your recovery from surgery go, or how else can I help you more speedily reach your goals. All of the aforementioned can mean the difference between brokering a highly lucrative wholesale deal before the competition, or securing the corporate account that makes a difference in the operating budget. 

Here’s another related, but unrelated business tip if you’re wondering how to exercise this level of TLC with prospective clients. Invest in a good contact manager. 

JuJuan Buford is a Detroit native, entrepreneur, business development professional, public speaker, and writer dedicated to helping families, entrepreneurs, and business owners establish thriving enterprises, achieve financial independence, and build lives of satisfaction.

LinkedIn: https://www.dhirubhai.net/in/jujuan-buford-25997a2a

Twitter: @JSBUFORD

Blog/Website: https://www.catchjsbuford.com/