Day 1: The Psychology of the Upsell Summary: Look, here's the thing—most new servers think upselling is being pushy. It's not. It's guiding. A table that orders an extra round or an appetizer leaves happier because you helped them have a better time. Your job is to read the room. Are they here to watch the game? Celebrating a birthday? On a date? Match your energy. Script 1: "You guys watching the game? Nice. If you want something to snack on during the first quarter, the wings are the move—they come out fast." Script 2: "First round's on me? No? Okay, but seriously, if you're into IPAs, our house ale just tapped and it's dangerously drinkable." Why This Works: People mirror energy. If you're chill and helpful, they relax. If you're stiff and scripted, they feel sold to. Bar Book: Quiet by Susan Cain – Teaches you to read people who don't talk much. --- Day 2: Mastering the Appetizer & Drink Suggest Summary: The first interaction sets the tone. Don't just take the drink order—plant a seed. "While you're deciding on food, can I start you with something to sip on?" is fine. But better is: "We've got a killer spicy marg special if you're feeling dangerous." Script 1: "I'll grab those waters. Also—totally optional—but the bartender makes this smoked old fashioned that's ridiculous. If you're a bourbon person, just say the word." Script 2: "The nachos here feed four people. Just so you know. I've seen it happen." Why This Works: The word "optional" lowers defense. You're not selling; you're informing. Bar Book: Influence by Robert Cialdini – The psychology of persuasion. --- Day 3: The Entrée Upgrade & "The Bait" Technique Summary: When someone orders a burger, don't just say "great." Say "awesome—and if you wanna make it a double, we've got this special dry-aged beef patty tonight. Only six left. It's stupid good." Script 1: "The chicken sandwich is solid. But honestly? The fried chicken breast we're running as a special is from a local farm and it's twice the size. Same price basically." Script 2: "You want the sirloin? Cool. Heads up—we have one ribeye left and it's the best cut in the house. Just throwing it out there." Why This Works: Scarcity ("only six left") triggers FOMO. Specificity ("local farm") triggers perceived value. Bar Book: Kitchen Confidential – Helps you understand why the kitchen sometimes runs out of things. --- Day 4: Dessert & After-Dinner Drinks Summary: Don't ask "want dessert?" Ask "are we sharing the brownie or are we getting our own?" Assume they want it. Just figure out how. Script 1: "The brownie sundae comes out on fire and takes about five minutes to die down. Great for a video. Want me to grab one for the table?" Script 2: "We've got an espresso martini that'll actually keep you awake for the drive home. Dangerous but delicious." Why This Works: "On fire" is visual. "Great for a video" is social proof. You're selling a moment, not sugar. Bar Book: Liquid Intelligence – For understanding what makes a great cocktail. --- Day 5: Guest Recovery 101: Kitchen Errors Summary: When food is wrong, own it fast. Do not argue. Do not blame the kitchen (even if it's their fault). The guest doesn't care whose fault it is—they want it fixed and they want to feel heard. Script 1: "Oh no, that burger was supposed to be medium-rare? I'm so sorry—that's on us. Let me get a new one fired right now. Can I bring you some fries while you wait? On me." Script 2: "Ugh, I hate when that happens. I'm grabbing that from the kitchen and I'm taking it off your bill. Truly sorry." Why This Works: The word "on us" signals accountability. The offer of fries shows goodwill. Cost to restaurant: $2. Value to guest: feeling taken care of. Bar Book: The Customer Rules by Lee Cockerell – Disney's approach to guest service. --- Day 6: Guest Recovery 201: Service Failures Summary: If drinks are slow, be transparent. "Bartender is in the weeds" means nothing to a guest. "I totally dropped the ball on your round—it's coming up right now and I'm comping one" means everything. Script 1: "Okay, full honesty—I forgot to put your drink in. It's at the top of the queue and I'm buying this round. My bad completely." Script 2: "The bar is backed up but I just flagged your order personally. Should be out in two minutes. Thanks for bearing with us." Why This Works: Honesty disarms anger. Comping one drink costs $3–$5 but saves the whole table's vibe. Bar Book: Setting the Table – Danny Meyer on hospitality. --- Day 7: Tying It All Together Summary: You've got the scripts. Now forget them. The best servers don't sound like robots. They sound like themselves—just a slightly more polished, professional version. If you mess up, laugh at yourself. If a table is cool, be cool back. Script 1: "I absolutely butchered that order earlier—but you guys were chill about it so I'm buying you a round. What're we drinking?" Script 2: "You've been great tonight. If you're ever back on a Wednesday, ask for me—I'll make sure the nachos are extra loaded." Why This Works: People remember how you made them feel. A server who owns mistakes and then delivers becomes someone they'll ask for next time. Bar Book: How to Win Friends and Influence People – Still the best.