Would you hire your last waiter or waitress?

By
Real Estate Agent with Progressive Realty (Boise Idaho) www.Progressive-Realty.info DB-17066

How well do you read your clients needs and objectives?  Are you working for TIPS or just showing up to work and waiting for people to come sit in your "section"?

I just read another blog, http://activerain.com/blogsview/1980839/call-the-waiter-great-advice- that got me thinking (I know that is dangerous). . . Would you hire your last waiter or waitress?

In Don's blog he talked about how waiters and waitresses are supposed to "wait".  Don say's they are supposed to wait for us to make up our minds and order and then wait to see if we want desert. 

But wait, my waiter/waitress forgot to wait!

I am always amazed when I am out having a business lunch, or date night with my wife, when all of a sudden out of nowhere, the wait person interrupts with a mind bending question like "would you like more water"?  I know we are supposed to conserve water, but really what is the downside to just filling it up?  Or why do they have to interrupt to see if I am done eating instead of just paying attention to the rate at which my food disappears on my plate, do they really need my plate to be re-used that badly that I can't finish my last two bites?

Wouldn't you tip better if your waitperson actually treated you based on the reason you were in their restaurant?  Shouldn't you hope to be treated differently if you were there for:

 

  • just food;
  • a date;
  • a business lunch;
  • a meeting / presentation
  • birthday / anniversary
Did you know that "TIP" is actually an acronym?   I bet most people in the restaurant business don't know that either.  It stands for "To Insure Promptness" or "TIP".  When I used to train new waiters/waitresses, I would tell them to modify that to "To Insure Professionalism".  We would run contests to see who could generate the most referral business judged by having clients "request" their sections.  When is the last time you were so impressed by your server that you remembered their name and requested them next time?

What does this have to do with real estate anyway?  Hopefully, you will realize that each of your clients have different needs, wants, and desires.  You need to determine their motivation and keep "selling" toward that if you really want to create raving fans.  For example, if they are selling because:
  • they are relocating, make sure you team them up with the right agent in their next city;
  • If they are downsizing, keep reinforcing that the quicker they sell, the quicker they can move on to their next next home with less maintenance;
  • If they are a buyer moving out of their apartment, call them to look at homes after the party upstairs kept them up all night;
  • If they are getting married, talk about the romantic walks along the paths in the new community or the beautiful views from the patio or make note of the double shower heads in the master (skip this one on client going through a divorce). 
Happy Selling and I hope you are out there creating "Raving Fans"!
Raving Fans in Boise Real Estate

 

Comments (35)

Vickie Nagy
Coldwell Banker Residential Real Estate - Palm Springs, CA
Vickie Jean the Palm Springs Condo Queen

Jim, by the way, your new header is a winner! Much appreciated in the navigation scene, but also great to show your brand and contact information.

Nov 22, 2010 02:45 PM
Eileen Hsu
Douglas Elliman Real Estate - Manhattan, NY
LICENSED REAL ESTATE SALESPERSON

In other countries, tips are not so mandatory as opposite to here in United States. It makes tips much more deserving than something they expect it to get. It is actually a very silly practice in my honest opinion.

Nov 22, 2010 03:22 PM
Jose Dias
Home Sellers Help in Scottsdale-Phoenix-Peoria-Glendale - Scottsdale, AZ
Sell Your Home in Scottsdale-Phoenix-Peoria-Glendale-Goodyear

Jim, I loved your post. And to be honest I have never thought about the waiter job that way. Now I don't think I will be able to go to a restaurant again and assess the waiter's performance without thinking about your post... :O)

Nov 22, 2010 03:42 PM
Don Wixom
RE/MAX Executives Nampa, ID - Nampa, ID
"Looking out for your next move..."tm

Jim, thanks for the promotion of my blog & I'm glad it spurred on some thought! I never knew the acronym for TIP. Thanks!

Nov 22, 2010 04:40 PM
Cheryl Ritchie
RE/MAX Leading Edge www.GoldenResults.com - Huntingtown, MD
Southern Maryland 301-980-7566

This is an interesting thought. Motivation in them translates into specific behavior tailored for them. Good point.

Nov 22, 2010 08:42 PM
Claudette Millette
The Buyers' Counsel - Ashland, MA
Buyer, Broker - Metrowest Mass

Waiting tables - that is one job I have never had to do and I feel thankful for that. It's incredibly hard work and when well done, deserving of a generous tip.

 

Nov 22, 2010 11:17 PM
Michael Myers
King-Rhodes & Associates - Cherokee Village, AR

I learned a great deal about business waiting tables and bartending in college. Bartending was probably as good or better than some of my business classes at a well known state university. The real life experience was invaluable, and I made lots of contacts.... lots of contacts.

Nov 23, 2010 01:12 AM
Happy Grasshopper
Happy Grasshopper - Tampa, FL

Great Post...  I do often feel like the art of the service industry has been lost.  We expect commissions and tips based on preset standards rather than on the actual service provided?  How do you think the real estate industry would change if commissions weren't a standard percentage?  Especially from a buyers perspective - as a non-realtor I always wondered - what is the realtors incentive to get the best price for a buyer?

Nov 23, 2010 01:38 AM
Jim Paulson
Progressive Realty (Boise Idaho) www.Progressive-Realty.info - Boise, ID
Owner,Broker

@Vickie, thanks so much for pointing out the details on my header.  I am glad to know it shows up better!

@Erica, I agree.  I have thought about hiring some of the wait staff and bartenders in a Limited Service Referral Agreement.  You meet a lot of people that way, but I am not sure how many would list with them knowing they aren't selling real estate full time.

@Eileen, when I lived in several other countries, I was just a kid so I never thought about tipping in Vietnam or Korea.  It wasn't done at all in Iran.  There the practice was more like a bribe but that was more in government positions, not restaurants.

@Jose, I hope I don't end up ruining your dining experiences.  My wife wishes I didn't analyze people so much.  I think it is much more entertaining than watching a fish tank or an ant farm.

@Don, your welcome.  I try to give credit where it is due and your blog did put this one into motion.

@Cheryl, isn't is amazing that the restaurant managers don't realize this?  Talk about a job that gives you a chance to give yourself a raise that day and so many of the employees just don't get it.  They think their job consists of taking orders, delivering and refilling drinks, asking if you want desert, collecting the money; rinse & repeat).

@Claudette, some of the restaurants I worked at I made incredible money at.  I could make $100-$200 in a 4 - 6 hour shift and that was 25 years ago.

@Micheal, I bartended during college too and loved it.  I would make $100 - $200 a night in a bar instead of being like my friends spending $100 in a bar so I enjoyed the same environment and got paid to be there.

 

Nov 23, 2010 01:54 AM
Jim Paulson
Progressive Realty (Boise Idaho) www.Progressive-Realty.info - Boise, ID
Owner,Broker

@Celeste, good insight.  I wish I could get 10-20 percent TIPS to sell a home so I would love to see a new model (grin). When I talk to buyers about incentives to have me work for less is pretty easy, because of long term referral business.  Let's make the math easy and assume a $100k listing at 3%.  If I was greedy and not capable/willing to negotiate a lower price I would gross $3,000 in commission and would get no referrals from the buyer.  If I negotiated and did my best to get the price down to $95,000, then I would only get $2,850 or $150 less.  My buyers should be thrilled and refer me another client that I would do the same thing for to make a $2,850 bonus for making less on the first home.  So Mr. and Mrs. Client, which do you think I would be willing to work harder for:  $3,000 or $5,700 ($2,850 + $2,850)?

@Michael, one way to "pre-qualify" your server is to tip them in advance if you are in need of better service.  I used to rip a 20 or a 100 dollar bill and give half up front the waiter/waitress and tell them if they did a good job, I would give them the other half.  That was always more effective than tipping the same amount after! 

I remember in the year that I closed just over $7 million in real estate that I couldn't do any more without hiring people or raising the price of the homes I catered to.  Back then, my average sales price was only $110K so I closed 64 homes.  Most of those homes were first time buyers and they ran me like crazy.  Since then, I concentrate more on trade up homes and my average sales price is now closer to $260,000 so now I only have to sell 27 homes to net the income! My net income is actually higher since I have less homes to advertise and less gas being burned!  Hours worked is actually lower too.

 

Nov 23, 2010 02:15 AM
Timothy Mattingly
Louisville Homes Team Louisville KY louisvillehomesreport.com - Louisville, KY
Louisville Homes for Sale

Jim-Good post and good analogy to real estate.  Raving Fans is a great read as well.  I worked in the food business for years leading very large teams.  We went out for dinner one night as a group of about 40 people.  I told the server that I knew she would add an 18% tip to the bill due to party size, but if she wanted to waive that, I would tip based purelyon service.  She looked at the size of the party and I know that she really wanted the 18%, but she agreed to be tipped on service, not some pre-expectation.  I would have hired her on the spot that night if I thought I could afford her, and she was tipped $500 on a $1000 bill. And by the way, the water glasses were never empty, she was smart and got another person to help her.  

The service industry is not dead, it is just like our industry, there are good and bad servers just like Realtors.  Which one do you want to be?

Nov 23, 2010 02:49 AM
Brian Persons
Brian Persons Front Range Home Inspections - Greeley, CO
Certified Master Inspector

Good post. I always have to qualify my clients also, as an inspector. Is the client an investor,first time buyer ect..Different situations require different needs and focus.

Nov 23, 2010 03:46 AM
Terry McCarley
Coastal Real Estate - Cape Coral FL - Cape Coral, FL
REALTOR, SRES, CDPE - Cape Coral, FL

Thanks for the "TIP" - I tried working as a waitress years ago and failed miserably so I appreciate good service and pride myself on giving all of my clients good service.

Nov 23, 2010 04:08 AM
Richie Alan Naggar
people first...then business Ran Right Realty - Riverside, CA
agent & author

The ACES (as they are called in the biz) who wait on us...get the big reliable bucks every-time. When I managed restaurants, they were taking home $100 on a bad day and $150 on a good. Unlike Jessie James who made lots of money robbing people, these professionals earn every cent by waiting on you and your needs from start to finish. I always ask for the best server because I tip well when I get what I want and so do others...Service sells and people buy......good post Jim

Nov 23, 2010 04:56 AM
Anonymous
Joe Froelich

I've always construed good customer service as "Exceeding Customer Expectations". Whether it be showing them a house, or slinging slaw, my objective has alway been to exceed their expectations.

Nov 23, 2010 06:39 AM
#31
Bryant Tutas
Tutas Towne Realty, Inc and Garden Views Realty, LLC - Winter Garden, FL
Selling Florida one home at a time

Hi Jim. I was a professional waiter for 10 years at a high end restaurant in Clearwater fl. I would have won your contest hands down!! There was always a waiting list for my section. I would be full from the time we opened to well after closing time.

And you are absolutely right that each customer of mine was handled differently. I knew what they drank and how much they drank. I knew if they wanted to chat after dinner or if they wanted desert and a check right away. I made each diner feel special. And they were. You can't fake it. Just like you can't fake real estate.

It's all about service.

Nov 23, 2010 09:13 AM
Joan Cox
House to Home, Inc. - Denver Real Estate - 720-231-6373 - Denver, CO
Denver Real Estate - Selling One Home at a Time

Jim, there are a few servers that I would hire, as they truly enjoy their jobs!    Congrats on the Feature!

Nov 23, 2010 09:20 AM
Jim Paulson
Progressive Realty (Boise Idaho) www.Progressive-Realty.info - Boise, ID
Owner,Broker

@Timothy, I know a group here in Boise that used to meet at the Outback Restaurant every Thursday night and routinely tipped very well.  The staff could actually auction off that shift if they couldn't cover it!  I miss the New Orleans East Restaurant in Louisville where you are from!  It was my favorite in the country!

@Brian, I am glad as a home inspector you understand this.  

I remember one home inspector in my area trying to convince my buyer to use a different type of loan to which my clients said "I respectfully listened to your advice and cordially choose to ignore it.  Now do the job I hired you for"!  I hope to never forget that quote as I get old!

@Terry, I give you credit for trying and now focusing on what your good at.

@Richie, I like your comment "Service sells and people buy"

@Joe, maybe that is a great lead in with new clients . . . "In order for me to exceed your expectations, would you mind taking a moment to outline yours?"

@Bryant, I should have guessed based on how you "serve" up your blogs.  I am honored to subscribe to your blog so people are still requesting your "section"!

@Joan, I have hired a few servers and sold even more of them homes. The good ones are a huge source of referrals since out of town people don't have a kitchen to go home to!  You can tell them you TIP even better when people tell me they learned about my services via yours!

 

Nov 24, 2010 05:28 AM
Jim Paulson
Progressive Realty (Boise Idaho) www.Progressive-Realty.info - Boise, ID
Owner,Broker

My favorite TIP for bad service = "A Penny and a Midol".  

Translation = "No I didn't forget and here is why" (grin)

Nov 24, 2010 07:56 AM
Lanre-"THE REAL ESTATE FARMER" Folayan
Keller Williams Select Realtors-Buy a home in Washington DC. Sell a home in Washington DC - Bowie, MD
I don't make promises.I deliver results.SOLD HOMES

Thanks to Fred Griffin,I didn't miss this blog. This is sooo true. Makes us think about the kind of services that we provide for our clients. Really need to check out the book "Raving Fans". Congratulations on the Gold Star. Great post.

Nov 24, 2010 02:04 PM

What's the reason you're reporting this blog entry?

Are you sure you want to report this blog entry as spam?