Adjust your work habits to the personality characteristics of the guest.

You will find it to your advantage to respond to each guest according to his personal needs. For example, if a salesman with a outgoing personality is entertaining a client in your restaurant, he is more likely to appreciate you if you take the time to talk to him, and perhaps to kid around or joke a little with him than will a couple who are meeting for a romantic evening and who want nothing more than minimal conversation with you and want to be left alone.

By the same token, you will notice that often in a large party there is someone who wants to impress the group and wants to feel important. He or she will probably do much of the talking or behave in such a way as to attract attention. There may also be others in the group who seem insecure, do little talking and seems to want to merely be seen in the company of the other people in the group. Each of the different personalities will appreciate being treated appropriately by you.

You may find it necessary to play different roles - servant, friend, confidante, comedian, salesperson, therapist, etc. - at different times according to the particular needs of your guests. For example, if a guest tells you he's upset about something, be sympathetic. It will probably ease the pressure and maybe even solve his problem just by talking about it. If you can make him feel better, he will enjoy his meal a whole lot more and he's sure to come back soon.

When a customer is obviously burned out from a hard day at the office, do whatever you can to lighten his mood and help him forget how exhausted he is. A nice welcoming smile and friendly attitude accompanied by excellent service can do wonders to eliminate a guest's problems. You need to effectively train your employees in this area of restaurant marketing.

Whenever you find it difficult to figure out how to respond to a particular guest, ask yourself the following four questions:

• How can I make this guest feel important?
• What extra services can I provide that will make the guest's dining experience more pleasant? How can I Exceed their Expectations?
• Does this guest seem depressed, or worried? If so, how can I help him have a more enjoyable time?
• Is this a special occasion? If so, how can I help enhance the occasion?

Remember, by catering to the specific needs of each of your guests, you can turn their visit in your restaurant into a refuge from the stresses and worries of their everyday schedules. You can calm them down and convince them that their every wish is your command, and they will reward you for it by giving you better tips. Communication with your guests is very important and a lot of thought must go into the "wording" and "phrasing" as you communicate this type of restaurant marketing to your guests. Use Power Talk with the guests to maximize your Word of Mouth Advertising.