She advises clients to break employees into small groups and appoint someone to act as a conduit between employees and management. In small groups, people are more likely to feel less threatened and say what's on their minds without fear of reprisal. In a large group, people are more inclined to talk about safe things or what the boss wants to hear. N.Y. Lynn points out that serving is still considered a low-level job in this country, and a factor that feeds that impression is abusive customers. How a server handles such incidents depends on his or her mindset as well as personality, says Lynn.
Managers can do a lot to help with the mindset.
Seventy percent of the dining check depends on the price of the meal,'' says Lynn. Managers can show how behavior establishes rapport. Smiling to customers, squatting and talking at eye-level, lightly touching a shoulder and letting fingertips touch the palm when returning change are proven ways to increase tips. Spivak and managers suggested that servers investigate how other operators dealt with the problem. Tips and morale improved.