The secret
of the Crazywaiter
Contents
• Who am I…
• Vision and mission
• Models and tools
• The secrets
• Quotes
• Questions
No management speak !
Who am I
Who am I
« An outstanding
castmember »
Mission and vision
What is Service Quality
«  Service Quality is giving a service fitted to the
expectations, wishes and situation of the gue...
Mission statement
CrazyWaiter sees himself and wants to be seen as a professional. He adapts his service fitted to the
exp...
Mission statement
CrazyWaiter sees himself and wants to be seen as a professional.
His mission is to delight his guests an...
Vision
• The guest is the central point of his
professional life.
• CrazyWaiter is energetic, friendly and
charismatic.
• ...
Know yourself
• Set goals
• Write a personal development plan
• Know your weaknesses
• Listen to feedback
• Develop yourse...
Models and tools
Servicemodel
ServQual
Peper and salt model
working
atmosphere
tools
To develop
To motivate To deleagate
The employee
The environment
working con...
And now…
the secrets !
Improvisation
Phantom of the restaurant
Coldreading
Voodoo doll
Living statue
Language skills
« If you talk to a man in a
language he understands, that
goes to his head. If you talk to
him in his lang...
Mirroring
• Body language, gestures, postures
• Repeating orders
Unexpected act of Service
• Bringing also a gluten free dessert
when the birthdaycake is coming for a
girl
• Looking for s...
Unexpected act of Service
• Giving a glass of water when you see
that someone is very very thirsty
• Adding some honey if ...
Unexpected act of Service
• Indicating the way to the toilet if you see
someone looking for it
• Serving grated cheese if ...
Complaints
•To listen
•To emphatize
•To do everything what is
possible
Proactivity !
Running waiter
• Against the stress
• More energy
But it’s not about
me !
It’s all about the Guest !
• Who is the guest
• What wants the guest
• What expects the guest
• … at that moment
And your collegues: TEAM
• Together
• Everyone
• Achieves
• More !
Quotes
Every guest is holy
« What I and you can see,
the guests does also »
« A foreseen problem,
is a problem less »
M. Dantec
Be in a hurry
when you have time,
so you will have
time
when you are in a
hurry
http://kinspiring.com/2011/06/ladies-and-gentleman-serving-ladies-and-gentleman/
And the real secret?
Having fun in the work you do
and passion for the guest !
Questions ?
Contact / feedback
http://www.twitter.com/rcsmit
http://www.linkedin.com/user/rcsmit
http://www.pinterest.com/rcsmit/
http...
Inspired by / sources
• @delamarlaura
• @kimvanvelzen
• @hostmanship
• All collegues, guests and
teachers on the job
The secret of the CrazyWaiter (English version)
The secret of the CrazyWaiter (English version)
The secret of the CrazyWaiter (English version)
The secret of the CrazyWaiter (English version)
The secret of the CrazyWaiter (English version)
The secret of the CrazyWaiter (English version)
The secret of the CrazyWaiter (English version)
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The secret of the CrazyWaiter (English version)

  1. 1. The secret of the Crazywaiter
  2. 2. Contents • Who am I… • Vision and mission • Models and tools • The secrets • Quotes • Questions No management speak !
  3. 3. Who am I
  4. 4. Who am I
  5. 5. « An outstanding castmember »
  6. 6. Mission and vision
  7. 7. What is Service Quality «  Service Quality is giving a service fitted to the expectations, wishes and situation of the guests  » … given the limits set by the company
  8. 8. Mission statement CrazyWaiter sees himself and wants to be seen as a professional. He adapts his service fitted to the expectations, wishes and situation of the guests with the primary process as perfect as possible given the limits set by the company. He wants to be an added value in the life of the people around him in whatever way. •The guest is the central point in his professional life. CrazyWaiter acts as much as possible in the favor of the guest. All guests are equal. As long as they treat the waiters and other people in the restaurant with respect and pay the bill every single guest receives the best service possible. •CrazyWaiter is energetic, friendly and charismatic. He has a positive attitude and likes his job. He dances, sings and makes jokes. He uses several drama- and improvisationtechniques to amuse his guests. •CrazyWaiter knows that he has a lot of qualities and strenghts, but is also aware of all the defaults he has and tries to adapt to soften the weaknesses. He takes responsibility for every error and stupidity he makes. He shares successes with those around him. Complaints are taken seriously and used as input for improvement. •Development is an ongoing process. It's all about being a better personality, know how to do things well and knowing more. He wants to be within the best 10-20% of his peer group. He keeps studying on what he can improve on these three things and tries to widen his knowledge about products and servicequality. For that he follows the latest scientific insights  and hospitality- and serviceblogs  and tries to implement this knowledge in his work. He loves to share his knowledge and ideas with others to inspire and educate them. He speaks as many languages possible. •CrazyWaiter knows that he and his colleagues can only operate well in a work environment that is safe and healthy. He gives the good example and is keen on things that can be improved on this subject. Of course he has knowledge of Basic Life Support •CrazyWaiter is very keen on honesty and integrity (the things you do when nobody is looking).  He doesn't steal (in the most wide sense of the word) from guests, the company he works for or his colleagues. Food, drinks and goods (possibly) destined for guests  are not to be consumed or used. Confidentiality is something normal, never he names, tweets or talks (negatively) about his (famous) guests. •CrazyWaiter knows he's not alone on the world which he lends from his (future) children. So he does as much as charity as possible and acts the most sustainable way possible. •CrazyWaiter never hints on tips. He never does something more (or less) because there are possible tips involved. (FYI In France the service is included, the fixed salary is something above social minimum and tips is extra income but not necessary to surive) Please read it at Crazywaiter.com
  9. 9. Mission statement CrazyWaiter sees himself and wants to be seen as a professional. His mission is to delight his guests and creating fantastic memories by giving a perfect service to fit expectations, wishes and situation of the guests with the primary process as perfect as possible - given the limits set by the company. He wants to add value and inspiration to the life of those around him to multiply all the good things and vibes in life!
  10. 10. Vision • The guest is the central point of his professional life. • CrazyWaiter is energetic, friendly and charismatic. • CrazyWaiter has a lot of qualities and strenghts and tries to adapt to lessen his weaknesses. • Development is an ongoing process.. • CrazyWaiter is very keen on honesty and integrity
  11. 11. Know yourself • Set goals • Write a personal development plan • Know your weaknesses • Listen to feedback • Develop yourself continuously
  12. 12. Models and tools
  13. 13. Servicemodel
  14. 14. ServQual
  15. 15. Peper and salt model working atmosphere tools To develop To motivate To deleagate The employee The environment working conditions
  16. 16. And now… the secrets !
  17. 17. Improvisation Phantom of the restaurant Coldreading Voodoo doll Living statue
  18. 18. Language skills « If you talk to a man in a language he understands, that goes to his head. If you talk to him in his language, that goes to his heart. » Nelson Mandela
  19. 19. Mirroring • Body language, gestures, postures • Repeating orders
  20. 20. Unexpected act of Service • Bringing also a gluten free dessert when the birthdaycake is coming for a girl • Looking for some color pencils if you see that those from the guest are broken • Bringing some wet towels when people have to shake a lot of hands with a condoleance or wedding
  21. 21. Unexpected act of Service • Giving a glass of water when you see that someone is very very thirsty • Adding some honey if you bring tea to singers • Bringing a plate with small cookies if you hear that people are discussing who has to take the last cookie
  22. 22. Unexpected act of Service • Indicating the way to the toilet if you see someone looking for it • Serving grated cheese if you hear a kid complain that there is no cheese on the pasta, even if daddy says:’So be it ’ • If you see that a guest didn't eat anyting, ask 'whether you can do something for him' (never:'something is wrong?') or even bring another alternative dish unasked
  23. 23. Complaints •To listen •To emphatize •To do everything what is possible
  24. 24. Proactivity !
  25. 25. Running waiter • Against the stress • More energy
  26. 26. But it’s not about me !
  27. 27. It’s all about the Guest ! • Who is the guest • What wants the guest • What expects the guest • … at that moment
  28. 28. And your collegues: TEAM • Together • Everyone • Achieves • More !
  29. 29. Quotes Every guest is holy
  30. 30. « What I and you can see, the guests does also »
  31. 31. « A foreseen problem, is a problem less » M. Dantec
  32. 32. Be in a hurry when you have time, so you will have time when you are in a hurry
  33. 33. http://kinspiring.com/2011/06/ladies-and-gentleman-serving-ladies-and-gentleman/
  34. 34. And the real secret? Having fun in the work you do and passion for the guest !
  35. 35. Questions ?
  36. 36. Contact / feedback http://www.twitter.com/rcsmit http://www.linkedin.com/user/rcsmit http://www.pinterest.com/rcsmit/ http://about.me/rcsmit
  37. 37. Inspired by / sources • @delamarlaura • @kimvanvelzen • @hostmanship • All collegues, guests and teachers on the job

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