Top Of The Table

Christopher De Voss

Feb. 1, 2002

What is a classic mistake that most servers make? No, it's not mixing the diet and regular soft drinks. It's forgetting to do the all mighty "check-back".

For the unlighted the "check-back" is simply that point in the course of the meal where you ask how everything tastes, or to their liking, or is everything good? Miss this important step, and it could shave ten dollars off your tip. Why is this step so important? Two reasons: One it shows you care about your guest's dinning experience, and that you are available when needed. Number two reason is that if there is a problem, you can fix it immediately, thus saving the situation of one person eating, and one not. The longer the table is in this dilemma, the more your tip will suffer. When people go out to eat together, well, they like to eat at the same time, funny as that may seem.

When do you perform the "check-back" and how many times? You always check-back once for each course severed. You want to make sure the guest has tried the food before you ask how it is also. This is very important. You will look stupid if you ask how everything is…to a table that has not even touch their food. A good rule of thumb is to wait about two minutes before performing the "check-back." Make sure you look at the plates before opening your mouth to make sure people have taken some bites. If everyone has tried their food except maybe one person who had to juggle baby duties, amend your "check-back" phrase.

"How is everything, those who have had a chance to try it?"
"I'll be back to check on you after you have had a chance to take a bite."

Don't keep asking how everything tastes repeatedly. Only ask once, unless they have not touch their food in a long time. You will get those people who think everything is good, and then suddenly change their mind. Don't worry it's not your fault, these people are probably never happy with any decision they make on anything.

Personally, I never ask about dessert. If there is one safe bet, it's dessert. I don't remember the last time I ever got a complaint on a dessert, and I don't want to put my guests into "check-back" overload.

The "check-back" also gives you the chance to survey the table, see if there is anything else people might need or want. Things to check for are drink refills, bread refills, clear away any useless plates and silverware, and anything else that might come to mind based on your restaurant and service style.

If you do have a problem with an item after doing a "check-back", take the item away, apologize, and find out what the guest wants. Do they want the item re-cooked, exchanged, or replaced with something completely new? The most important step is to listen to what is wrong with the item, and listen to what they want instead. Sometimes they may not know what they want, and then it's up to you to suggest something. This is the save of the ball game stage. You can turn what could be a bad dinning experience into a very minor inconvenience, one they may not recall later.