Dolphins and whales listen for signals.  We all know cats n' dogs surely do.  Horses and even a good many asses at times seem able to silently read our body language.  Gorillas and plenty of monkeys study us from behind the bars of their cages with a somewhat unnerving stare.  It's as if they sense our being or our nothingness.  If animals can listen with their eyes, why then can't some humans?  Especially those who serve food.

Three dots, three dashes, and three dots is the Morse Code signal for S.O.S. a plea for 'Save Our Souls'.  In food and beverage it's 'Save Our Sales'.  Repeat sales are the soul to retaining our jobs.  Ninety-nine percent of the time we miss important signals, alerts, wants and needs our customers' body language conveys as we approach table-side.  Ok, by now you get the gist...

So who is Uta, and why should you know about her? Uta Hagen was a German-born American actress and drama teacher who said, "We also 'listen' with our eyes.  Our eyes, as well as our ears, evaluate and interpret.  We interpret content and intention from an expression or movement which the action has given to the words.  "You're full of baloney!" sent aggressively with a smirk might infuriate me.  The same words sent with a grin and a pat on the back might send me into gales of laughter, depending on who has done what to me."

Those who serve food depend heavily upon repeat customers.  Guests listen with their eyes when they look upon you.  They have no other choice but to trust you with their food.  Something quite personal which touches bone.  What they really want to learn about you is "Do you really care?"

Besides seeking your climactic brilliance, they  hope you have uncommonly good intentions and their best interests at heart - even if they are undeserving of them.  Did you first greet them with your eyes fixed upon them or were you looking down at your order pad?  As if saying, "Come on, come on give me your order and let's be done with it?"

Assuming, that your clean apron, nicely starched shirt, or even your posture and stance is enough to bluff your way through a sterling serving process with no eye contact... it is - well kinda stupid.  Guests can spot a superficial server in a New York minute.  'Tis your eyes my dear sweet little Macushla that transmit and lock-in the assurance.  That is what a guest truly desires.

If you're questioning why you don't have repeat customers it is most likely because your eyes are not listening.  You're not reading the guests body language.  Why guests don't ask for you by name. It's those "screw you" sound bites resonating from YOUR eyes.  It's because you don't really care - they get it.

If a guest follows you with their eyes - they are talking to you.  They have further need of your assurance or assistance.  Be that; They are in a rush or extremely hungry.  Did you listen carefully, as to how they wish their  meal prepared?  Did you get - that they have a food allergy?  Their children are antsy - how about some extra bread and butter?  Drinks may require replenishment.  A piece of cutlery dropped on the floor and needs replacing.  They forgot some further details.

Are they upset about something that has nothing to do with their meal?  Do you sense it?  Can you decipher their wordless needs?  Can you break the code?  By spending a few extra moments with them you help fulfill a human need - caring.

If a guest is dining alone, make them feel wanted, as if you were expecting them.  As if it is "they" who are brightening your day.  Do it - but mean it sincerely.  It will make you both feel like a million greenback dollars!

Guests need to know you care, no matter how busy you are.  No matter how long they stay.  No matter how small an order they place with you.  Make them feel comfortable - like a guest should be made to feel.  It's your duty, an expression of respect which trickles right back to you.  It's a gift meant to be enjoyed by the both of you.  Do it because you want to.  Do it because you care and it feels good!

  (c) 2010 ptsaldari.posterous.com : PTsaldari Group Inc. | The Art of Serving Well | Serve Me Well Inc. All rights reserved. This article originally appeared on ptsaldari.posterous.com blog authored by PTsaldari.  This article may be shared and reprinted as long as this entire copyright message accompanies it. Email: ptsaldari@gmail.com