Over the last year or so, I’ve consistently gotten free food, great service, and excellent discounts from restaurants. More important, I don’t have to jump through any hoops, sign up for a crazy feedback program, or even go out of my way to do it. Although I am special (I know ’cause my mommy told me so), I’m not so special that you can’t get in on the gig, too.
Be the Customer They’ll Remember
The cardinal rule here is simply to be as personable, cordial, and informal as possible. Frankly, I think that last one is probably the most important piece of the pie, simply because it will help to set you apart from other customers at whatever establishment you’re patronizing. For those working in the mind-numbing service industry, the things that get remembered are the anomalies. And you, my friend, want to be an anomaly if you ever want to get the hookup.
For some reason, we Americans have this weird way of interacting when a professional or commercial barrier is placed between us. Suddenly, we become more formal, less friendly, and downright less human than we normally are. I think this is silly! When you’re ordering at a restaurant, the bottom line is that you’re one human talking to another human, and together, the two of you are trying to accomplish something. All too often, I see people trying to place an order with an abject formality that simply makes me want to puke. I sure as hell don’t want to be that formal in a one-to-one interaction, and based on my personal observations, the guys and gals at your favorite lunchtime joint don’t care to deal with that kind of formality either.
The next time you’re in a restaurant, check out the behavior of your hostess and your waiter/waitress. Occasionally, you’ll get a really good actor who knows how to break down your defenses (and these are the people who you’ll tip well), but most of the time, if you want great service, you’re going to have to break down their defenses. After all, how many people do you think enter a restaurant with the mentality, “I’m going to make friends with my waiter today?” The truth of the matter is that this is exactly the mentality you should adopt if you want to capitalize on great service, discounts, and even free stuff!
I stumbled into all of this because I really abhor social formalities. Not only do they make me uncomfortable, but it’s also weird to me that people seem to behave so differently in a semi-professional, social context. Whenever I’m out dealing with someone in the service industry, I chat them up and joke with them constantly. There’s some solid reasoning behind this, though, and I think anyone could use it to their advantage:
- You’re more likely to give a discount to someone who is your friend.
- If this is a restaurant that you frequently visit, don’t you want to be friendly with the staff in order to ensure great service on every trip?
- Familiarity plays strongly on the human psyche. Be friendly. Be familiar. Be the customer they’ll remember, and they’ll treat you like a king!
Finally, breaking down these odd social barriers is a key ingredient to successful human interaction. Whether you’re ordering dinner, buying a TV, or even closing a sale, you’ll win every time if you’re the most friendly, most approachable person.
20 Comments ↓
From my experience: more often than not, restaurant service is definitely not consistent; regardless of how personable I may, or may not, appear to be to the waiter/waitress. I’m not much on formality either, but other factors in the restaurant are more important in determining whether one receives good service; e.g., the number of customers; time-of-day; who’s cooking . . .
Tom, there’s no doubt that’s the truth. I’m one of these people who goes back to a place again and again, and I like to set myself up for primo treatment by establishing a rapport with the people who work there.
I do, however, think that if you operate this way as a general rule, you are a million times more likely to receive fringe benefits. It’s all about setting yourself up to be successful.
Man, you’re posting like crazy these days. Free food is a good deal, I need to work on this. I spend way too much money at Pei Wei to not be getting something free.
Target the girls, dude. If you’re sweet to em, they’ll go out of their way to give you a little sum’in sum’in in return. Who knows, you might even get the Pei Wei “happy ending!”
Hmmm, I tend to believe the exact opposite is true, Chris. When girls are nice to guys they tend to get what they want (’can I get just a little more guac on my burrito, puhhleeease?’). Not to be sexist but guys guys feel once they give up something they’ll probably get something in return. As a guy I’ve come to realize girls are pretty keen when it comes to guys just being nice for the sake of niceness. Being genuinely nice does seem like a good idea, though!
Does anyone have any ’success stories’ to share? Chris?
Although I haven’t written about it yet on this site (and I’m sure it’s coming), I am a ridiculously frequent flyer at Qdoba Mexican Grill. I literally eat there almost every day, and I average about 10-12 visits a week.
Within a month of month of moving to my current location (and going to this new Qdoba), I established a great rapport with the entire staff there. Since then, I’ve routinely gotten “freebies” like drinks, extra chicken, and extra salsas. Free burritos aren’t that uncommon, either.
Another place I visit frequently is my local Starbucks, and the staff there has been very receptive to friendly banter. We all say “hi” when we see each other and things like that. As a result of these exchanges, I’ve been hooked up with free 1/2 lb. bags of the black apron exclusive blends and also free coffees.
Finally, I also go to a local Thai restaurant about once a week. My girlfriend and I have gotten to know a young lady who works there, and she gives us excellent service every time we visit. I’ve also noticed that she’s stopped charging us for extras like peanut sauce or even my girlfriend’s Sprite addiction.
I’m just saying that this type of thing happens all too frequently to be coincidence.
such a good idea :p
But that’s their job. They look out for people like you, then sweeten them up with free stuff. It means you’re more likely to go back and spend $$$ again and again and again. And you’re also more likely to tell everyone you know about the place. Like on your blog, for example. ;o)
Nothing especially clever on your part - but damn simple and effective marketing on theirs.
I completely disagree with that assessment, Barry. Here’s an example of why:
When I go to Qdoba and get my meal free, I often see the people in line behind me looking at the person at the register, thinking, “Why does he get his free??”
We all know that it’s a good business philosophy to treat your regulars well, but my impression is that I personally receive more “freebies” than the average Joe. As I stated in the article, I think the fundamental reason for this is simply that I try to break down these people’s defenses and get past the commercial/professional barrier.
Moreover, you say that “[it's] their job” to tack on the bells and whistles for regulars, but there’s a problem with your reasoning. Technically, yes, you are correct. In practice, however, people who work retail often show complacent and go-through-the-motions tendencies. I’m suggesting that since they’re in such a mind-numbing position, they are more vulnerable to attacks of “niceness” or joviality.
I guarantee that I get more freebies (statistically speaking) than a large percentage of the population, and I also guarantee that there is a correlation along the lines of what I’ve suggested here.
I totally agree! I worked retail for 5 years - and hated it. People are always so grumpy and rude. All you hear your entire shift is “I want I want I want”.
So, yes, that one person that cracks a few jokes, flashes a few smiles, and is downright friendly, personable, and hilarious ALWAYS got better service and little perks from me.
For example, you might have one customer bitching about a coupon that expired 24 hours ago angry because I “can’t” let them use it OR you might have the other customer who is SUPER nice, VERY friendly and outgoing, cracks a few jokes, asks how work’s going tonight or what not and asks about using that very same coupon - which one would I call for management approval? You do the math…
Policies don’t mean shit in the customer service industry (unless they’re federally regulated of course - i.e. at the bank) the employee KNOWS there are loopholes and he/she definitely knows how to get through ‘em. If you use Chris’ plan of attack, you are definitely more likely to get the same special perks he gets!
Cool examples. I’ll point out that places like Chipotle (better! ;)) empowers their employees to do exactly what you’ve explained. Treat some ‘better’ than others. Who cares though? Chris gets free burritos and I don’t!
In response to Tom’s first comment - Who cares if the service is inconsistent?
There are givers and takers in this world. “Which one do I want to be consistently,” should be the question.
In my life I’ve noticed that when I am a taker, I am always needing to take more because what I have doesn’t last as long. This could be material objects, but this could be interpersonal “cash”, like respect.
Conversely, when I give respect or courtesy like Chris spoke of, before it is given to me, I find that I don’t need to worry about taking or “getting mine”. I end up with more (stuff, respect, etc) than I needed (or probably deserve)
Thanks for the post Chris - I’ve seen your designs everywhere on the web & thought I’d check out your site.
Tres classy : )
R. If you are on the receiving end in the service industry it makes life a lot easier to be like the nice customer, no matter what is being thrown at you. Treat any customer the same way as you would like them to treat you…whether they are or not. Apply a smattering of empathy and you will enjoy your day a lot more.
Chris. Have to agree with Matt - very chic design m8!
It seems to me that courtesy reaping rewards is common sense. Although everyone has an agenda, not the least the waiter or waitress, dont you think that you are more or less likely to treat someone who is friendly to you as a friend. Waiters have refined this into an art or so it would seem.
they want a good tip and if you are ttreated with courtesy and respect, it iss a good bet that you are going to leave a nice tip
nice site btw.
Mark,
I totally agree that this is pretty much a common sense issue. Over the last couple of years, I know I’ve saved a couple thousand bucks thanks to friendly handouts, and I figured I may as well pass along some of my experiences.
Thanks, by the way!
This friendly advice is applicable just about everywhere. Even without free pie you are paying forward to brighten someones day.
Great post, Chris… thanks again.
Chris,
It’s cool that you are getting an occasional freebie at these places, but you are obviously spending so so much money there. Qdoba isn’t a cheap restaurant. In my opinion, it’s really kind of a rip off. Moe’s offers a much better price for more and better tasting food. That’s just my opinion and not really the point anyways. I’m just saying, Barry is right when he says that these companies LOOOOVE you. It probably is mostly you charm or whatever that gets you these little perks, but don’t be disillusioned to think that you are winning in this deal. You make them rich. A few free drinks a week costs them 50 cents. That same week, you’ve spent close to a hundred bucks. All that said, no one can say that a little informality and a good attitude like yours isn’t a good thing for the world. Good luck with the freebies. Be well.
Buxton
great post:) thanks for the tip man, i’ll be trying it out
I say as a college student-waitress,if you kind and smiling,you’ll have bigger dessert portions from us(it’s the only portion we can control)ahah
Well, I agree with you Chris,
It’s 1 life we get in this world & why spend it
being a Dick all the time, be happy, cheerful & smile sometimes,
That’s all u need to feel good & make others feel comfortable.
Good post Chris, keep on posting…… !!
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