The document outlines the vision, mission, and secrets of providing excellent service as a waiter named CrazyWaiter. His mission is to delight guests and create fantastic memories by giving perfect service tailored to each guest's expectations, within the limits of the company. Some of his secrets to great service include improvisation techniques, mirroring body language of guests, performing unexpected acts of service, effectively handling complaints, being proactive, and having passion for guests and fun in his work. The overall message is that great service is focused primarily on the guest's experience.

1. The secret
of the

2. Contents
• Vision and mission
• Models and tools
• The secrets
• Quotes
• Questions
No management speak !

3. Mission and vision

4. What is Service Quality
« Service Quality is giving the best service possible,
fitted to the expectations, wishes and situation of the
guests »
… given the limits set by the company

5. 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

6. 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!

7. 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

8. Know yourself
• Set goals
• Write a personal development plan
• Know your weaknesses
• Listen to feedback
• Develop yourself continuously

9. Models and tools

10. Servicemodel

11. ServQual

12. Peper and salt model
Work
atmosphere
Work conditions
Tools
To
motivate
To
delegate
To develop
The
coach
The employee
The environment

13. And now…
the secrets !

14. 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

15. Improvisation
Phantom of the restaurant
Coldreading
Voodoo doll
Living statue

16. Mirroring
• Body language, gestures, postures
• Repeating orders

17. 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

18. 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

19. 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

20. Complaints
•To listen
•To emphatize
•To do everything what is
possible

21. Proactivity !

22. But it’s not about
me !

23. It’s all about the Guest !
• Who is the guest
• What does the guest want
• What does the guest expect
• … at that moment

24. And your collegues: TEAM
• Together
• Everyone
• Achieves
• More !

25. Quotes
Every guest is holy

29. « What I and you can see,
the guests does also »

31. « A foreseen problem,
is a problem less »
M. Dantec

32. Be in a hurry
when you have time,
so you will have
time
when you are in a
hurry

34. http://kinspiring.com/2011/06/ladies-and-gentleman-serving-ladies-and-gentleman/

36. And the real secret?
Having fun in the work you do
and passion for the guest !

37. Questions ?

38. Contact / feedback
http://www.crazywaiter.com
http://www.twitter.com/crazy_waiter
http://www.pinterest.com/crazywaiter/