6 Scripts
That Changed My Tips

The Greeting

"Hey everybody! I'm [Your Name]. I'm going to be taking care of you. How is everybody doing? Are we celebrating or treating ourselves?"

When to use it: Your name. "Taking care of you." Find where you can upsell depending on occasion. Every single table. Every shift. No exceptions.

The Upsell — Appetizer

"So our [specific item] is honestly one of the best things on the menu. I always tell people if you're going to come here and get one thing, it has to be that. Are we starting with the [specific item] or feeling more like [specific item #2]?"

When to use it: Around the time drinks are ordered.

The Upsell — Alcohol

"If you think you're going to order two drinks, for $[X] more, you can get a double shot instead of a second drink. Should we do a double?"

When to use it: The moment someone orders a single cocktail or drink. You'd be surprised how often they agree to a double. And you'll be even more surprised how many people order a second round of the same drink you upsold.

The Wine Rec

"Are we leaning towards red or white? And are you wanting something lighter or something with more body to it?"

When to use it: Any time a table asks for a wine rec. You can guide them based on their answer to these 4 wines. Light white = Pinot Grigio. Full white = Chardonnay. Light red = Pinot Noir. Full red = Cabernet. If you can have a baseline, you'll feel slightly more comfortable.

The Complaint Handler

"That is NOT what I want your experience to be. You're my priority right now. Let me talk to the kitchen and make this right. Can I get you anything while we fix this?"

When to use it: The moment a table is unhappy. You can reduce so much conflict by matching their disappointment. People overdo their emotions because they're hoping they get something out of the inconvenience. They won't overdo it, if you're overdoing it.