Strategic Selling Power of Suggestion

     Lewis and I recently dined at the Sea Grill at Rockefeller Center.  I observed a waiter approach his table and ask if they wanted dessert.  A man at the table said that he had already looked at the dessert menu online--via his iPhone--and they'd decided against ordering anything.  The waiter replied, "Very well.  I'll get your check."  

     What a lost opportunity.  That waiter gave up too easily, barely tried to sell, and ended up with a lesser gratuity.  

     I have a better scenario.

     Nowadays, wait staff should be used to the fact that diners will pre-screen menus on their handheld devices.

     All the more reason for servers to combat clients' assumptions.  Everyone knows that a menu doesn't do justice to the cuisine.  Nothing compares to a human telling a story about an item: describing its flavors, giving life to the words, explaining the cooking process, et cetera.  
     Furthermore, that waiter's "approach" was all wrong.  Lewis thinks he should've cleared the table and reset it for dessert.  But, I think such a gesture affronts the customers--imposing them with cutlery and porcelain.  In addition, if the customers still refuse dessert, all of those items must be washed again.  They cannot be taken off of the table and given to someone else.  More work; more waste.  
     In my opinion, the waiter should've approached the table, with dessert menus in hand.  As a gentle gesture, he should keep them slightly in front of his waist, slightly into their space.  He should highlight the seasonal ingredients, the specialities, the pastry chef's creative process.  
     If the customers decline as they did, he should say, "Thank you for looking online at our menu, but I do want to point out that we're serving organic Greek figs over fresh ricotta with locally-made rooftop honey.  It's only served during this time of year, and the creamery made that cheese only yesterday.  Such a refreshing flavor to end your delicious dinner.  Additionally, the Chianti you're drinking is the perfect accompaniment for figs.  This dish is such a treat."
     It's all about overcoming objections with grace and salesmanship.  The customers were not fully informed, simply by reading the menu.  Giving life to the situation improves the probability of adding sales/gratuity and making a stronger connection.

Just a little something I noticed, and wanted to share with you.  Bon appetite!