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How we change what others think, feel, believe and do
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How we change what others think, feel, believe and do |
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Repeat the Order
Techniques > Tipping > How to Get a Bigger Tip > Repeat the Order Description | Discussion | See also
DescriptionRepeat the order back to the customers. If it makes sense, use the same words that they use (though beware of this sounding strange). In particular make sure you repeat any variation to the order, such as 'no onions'. Note here that it is important to use their words. If they say 'no onions' it is better for you to say 'no onions' than something like 'hold the onions'. DiscussionWhen you repeat back the order, you are at minimum showing that you understand and you so reduce the stress they might feel in worrying that you may not have heard correctly and they may get something they do not want (and will then have to deal with the embarrassment and inconvenience of this). Repeating a person's words also gains additional benefits of reflecting a person back to them, building a personal connection. In research, van Baaren et al. (2003) found that waitresses who indicated they understood by saying 'okay' got a bigger tip. When they repeated the order, they got an even bigger tip (doubling the no-comment value). See also
van Baaren, R.B., Rob, W., Steenaert, B. and van Knippenberg, A. (2003). Mimicry for money: Behavioral consequences of imitation, Journal of Experimental Social Psychology, 39, 4, 393-398 |
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