What Waitressing Taught Me About Client Relationships

Waitressing tables is the hardest job I’ve ever had. I mean that sincerely. And I’ve worked a lot of hard and undesirable jobs over my professional life. This job also taught me some of the best life skills I continue to employ until this day. Customer service, time management, problem solving, and resilience to name a few. In a moment of reflection, I thought back on my waitressing days and realized there’s a lot in common with how I approach my client communications. Maybe you can relate? Or maybe this helps to shed light on a new approach that may be helpful? Either way, keep reading to learn what my waitressing days taught me about providing exceptional client communications and growing strong relationships.

Build trust with the first interaction.

Whether you’re sitting down hoping to have a quick lunch or engaging in a long-term contract worth hundreds of thousands of dollars, great customer service begins with trust. When I was a waitress I learned that my best shot at impressing the customer and having a smooth service experience began with the first hello and introduction. Being timely to greet them at their table, smiling, showing genuine interest in taking care of them, and building confidence in my competency was key. This didn’t require anything over the top, just small gestures that were kind and thoughtful.

The same is true of my client relationships. I aim to build trust early and often. I want them to know I’m invested in a successful working experience, I’m competent, and I can be trusted. If we get started off on the wrong foot – delayed service, unresponsiveness, or disinterest – it’s really hard to get back on course without this bittering the relationship. Getting it right from the start matters greatly!

Form a personal connection.

I’m human and so are my customers/clients. Forming that human connection is so important. Restaurant customers are more than a mouth and waitresses are more than a set of hands. In my business, I am more than a computer and keyboard and my clients are business owners with families and lives they need to support that are impacted by the success of our work together. We are real people who are all seeking our own way of making a living, meeting a need, and making an impact. The best way to reinforce this truth is to share stories or details about your day. Find an opportunity to insert a mention of a hobby or interest that matters to you. And ask questions about what interests the other person! We all love to hear our own voices.

Learn their preference for customer service.

People who are great at customer service have a good sense of each person’s unique preferences for how much or how little they want to be engaged with. For some, having their basic needs met and then being left to enjoy a meal in peace is top-tier service. To others, they want to be checked on regularly, chatted up, and given recommendations on the specials and what to order. In my current work, this is equivalent to clients who are happy to know you’re available when a crisis hits, but otherwise are fine to be left alone. Others need weekly, even daily touchpoints and want to be included at every level of project management. In my opinion, the best clients (and restaurant customers) are somewhere in between. But really, that’s not for me to decide! I aim to serve, and to do so this means understanding and adapting to how each client wants to be treated.

Choose your touchpoints strategically.

When I was a waitress, I learned the right timing and purpose of touching base with the customers. At all costs try to avoid sneaking up on them right as they take a big bite of food, am I right? Although that can’t always be avoided. Now as a PR consultant, I’ve learned a similar tactic where there are key points in a project that deserve checking in more frequently. And there are times when you can allow space so that you’re not causing extra work for the client. Most importantly, make the most of when you do touch base. Think proactively, come prepared, and anticipate what needs or questions they have may. This brings my to my next point…

Anticipate needs and come prepared.

If there’s one exceptional skill waitressing taught me it’s how to anticipate someone’s needs. Based on what they ordered, I would think ahead and bring additional silverware and napkins, condiments, or a beverage refill. Rather than waiting for them to ask me, I went ahead and anticipated the need and brought the solution. That is absolutely something I still do for clients to this day. It saves a lot of back and forth and allows me to control the workflow. By working ahead (anticipating needs) and proactively presenting solutions, I have learned to scale my bandwidth while remaining a solo-preneur, and to create a solid roster of very satisfied clients.

Don’t measure your success in tips.

If your real motivator in your job is the tip (or paycheck or some other metric for success) you are setting yourself up to be disappointed on a regular basis. Moreover, it’s nerve-wracking to give someone that much control over your peace of mind. Focus on what you can control. Effort, energy, attitude…not outcome. As a business owner, the success I produce for my clients can be measured in a number of different ways. I have learned to be careful to never back myself into a corner of being held to a metric I cannot control. I can control my effort (i.e. producing an op-ed and the number of outlets I pitch to). But I cannot control the outcome (how many outlets actually pick it up). Success is in the effort and doing what I say I’m going to do. The outcome is the bonus…just like that tip that far exceeds 20%!

Have you worked a waitressing job or any job in hospitality? Do you agree with these points or have another to add to the list? I want to hear it! Meet me in the comments.

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