The spine for Day 1 training, Rapport pillar.
Why rapport
Napkinomics tells you what to do. Rapport is how you do it without it feeling transactional.
A guest who feels seen tips more, comes back more, and recommends the place more. Cost: zero. Lifetime value: thousands.
Key principles
- Names matter. Use them when you have them. Remember them when guests come back.
- Eye contact is the cheapest hospitality move in existence. Use it constantly.
- Read the table. Some guests want conversation, some want to be left alone. Default to less, escalate based on signal.
- Offer a taste before pouring a full drink. The cost is nothing.
Reading list (in order)
- Make eye contact and acknowledge every guest you pass
- Warmth without TGI Fridays
- Make them look cool for inviting somebody here
- By the time they walk in they've made 10,000 decisions
Delivery
This module is 30 minutes. After the reading list, role-play three scenarios:
- A regular walks in and you know their name and drink.
- A first-time guest sits at the bar looking unsure of the menu.
- A celebrating couple takes a banquette and the server hasn't briefed you.
Track: Training.