The Magic Of Good Service

Oh, yo, I can taste yo, yo, yo, yo, I can taste yo, yo, yo, I can taste yo, yo, yo, yo, yo, I can taste. Ye.

Hello, I'm Katie McManus, business strategist and leadership coach. And I'm here today with a dear friend of mine, Ruben Miranda. And we made friends on the Internet through LinkedIn during the pandemic, just in each other's comments. And I love you to the moon back. I even put on my sparkly jacket just for you.

Hello, Katie. Good morning. Well, good evening to you.

I know. So this is Friday night for me. I'm spending night with you. And this is your Saturday morning.

Yep. I mean, look, you could have worse Friday nights. All right, I have. Well, yeah, fair enough. I've decided in, you know, for decorum sake, I'm not going to come on in my mankini. So I've just, you know, started to dress like a normal person.

I understand. Yeah. No banana hammocks.

No banana hammocks.

Next time, Next time.

Next time, Next time. Yeah.

So we're here today because you're. You're the guru of good customer service, and.

Yeah, yeah, yeah, I'll take that. I'll take that.

Yeah. I mean. I mean, you've worked in hospitality for a really long time, and you advise companies on how to improve their customer service not only to make their. Their clients feel warm and fuzzy, but to actually make more money. And I'm a big believer that good customer service actually empowers your clients to be better clients for you.

I agree with that. I do agree with that.

So, I mean, we didn't really plan what we're going to talk about in this topic.

No.

If you were to pick, like, three tenants of good customer service, what would they be?

Right. I think the first thing would definitely be your meet and greet. Okay. A smile. One of the most powerful things any server or anybody who works in the industry has in their arsenal is a smile.

Yeah.

All right. That immediately puts people at ease. You know, they feel that you are actually pleased that they're there, which. Okay. Inside you might not be, but they don't need to know that.

Well, what's interesting about smiling is. Yes. Like, we tend to go towards people who have a brighter face who are smiling. Right.

Yeah.

If we have. I know whenever I'm going into, like, a store and there are two options of people to talk to, the person who's smiling is the person I go to.

Right, right.

And it plays out like we don't realize how much we remember that when we Go to a restaurant or to a store or shop or something. We tend to go back to the place where we felt like we were liked.

Exactly. And you know, it's, it's been really interesting because with the pandemic and all that, everybody's wearing a face mask. Right. But, but you can still see the smile in their eyes. You know, the eyes crinkle up. I mean when I smile behind my face mask I've got bloody laugh lines and, and all sorts of happening around my eyes.

Yeah.

So it still does come across. So that would be the first thing. Smile. The second thing is your knowledge. Okay. You've got to know your menu.

Yeah.

Because you're gonna get asked all sorts of weird ass questions and sure you're not going to be able to know it a hundred percent, but you've got to have the bare bones at least so you can explain to the customer what it is you're ordering, what's in the dish, especially if it's on a specials board or something. So that's number two. And number three would be your own personal grooming. No one wants to see a messy looking server because the, the first thing you think about is like you're going to be thinking, ah, he, he or she looks so unkempt.

Yeah.

What's the state of the, what's the state of the kitchen like?

Yep.

You know, what's the sale of the restaurant going to be like? So those would be I suppose in no particular order, but my top three. And there's so many other things.

Right.

To get into.

Well, what I love your naming is two of those things are completely non verbal.

Correct.

Right. It's like, it's the thing that hits you right off the bat as you walk in, as you have that feel first impression of the person. Like you haven't heard a word out of their mouth and you're noticing their hygiene and how they're put together and you're noticing if they look happy to see you. And I love exactly. Comments that you can tell a smiler over the phone. You can absolutely hear someone smiling voice. Right?

Yes.

It's one of the tricks of the trade when you're, when you're, cold calling, you have to smile like your cheeks are like, you have to like massage at the end of the day really hard.

I know, right. You end up, you end up getting chipmunk cheeks. You know, you got a mouthful of, you got a mouthful of nothing. But the thing is, all right, there's a, there's a massive language barrier here. Okay. A lot of the servers, their English isn't very good. And again, what cuts through all of that is your smile and your body language. Your body language is another big thing. If you're standing there slumped over with your hands in your pockets, you obviously are not pleased to see them.

No. You'd rather be looking.

If you're standing. Right. If you're, if you're, if you're leaning up against the bar looking your phone and not paying attention to the customers, what does that say?

No.

You, you, you, you, you, you, you. There is a, there is a, a lot of people don't actually understand the importance of body language. And you know, you know as well as I do what you, what your body says conveys a lot more than what your mouth does. I mean. Yeah, okay, my mouth says, well, 80%.

Of communication is non verbal.

Right, right, right.

Body language, it's, it's your facial expression. So it, I mean it's, it's mostly non verbal. That's why when you go to a country, you can pretty much get around without speaking the same language because.

Correct.

We find a way to communicate.

Yes, that's it. And the, the training I do, which actually, I know mine is very target specific to restaurants and stuff, but a lot of what I talk about goes across the board in most industries. And you know, the one thing I find very, very interesting about the service in America in restaurants and things like that is that the staff gets paid something stupid like a $50 or $2 an hour or whatever.

I got paid $2 and 54 cents an hour.

There you go, there you go. And you're, you're working for tips, right?

Yeah, yeah. That's how you make money. You don't get.

That's how you make a business. Yeah, right. And this has always fascinated me because I've always thought, okay, the server is actually just going through the motions and being nice to you for their tips, which is fair enough. You don't have to love everybody that comes in the restaurant. I mean, to be fair, I never did. But it's different here in the. You and in the uk. In the uk you get paid a fixed salary and you get your tips on top of that. Now when I was serving in the UK on the weekends, I used to be rich. I'd make so much in tips. Yeah, it's a bit different here in Malaysia because people generally don't tip. Things are quite expensive. Price is quite expensive. There's a service charge on top of that, which a lot of the servers don't see, the company takes that.

Right.

Which is pretty shitty. That really sucks.

Yeah.

So there's, there's no push really for them to go over and above, which is what happens in the US because you've got to, you've got to make an effort because you, you need your money, you need your tips. Right? Yeah.

But here's the thing. Like, I've, I've served. I've worked in numerous, numerous restaurants. And like there are servers who just don't put it on. You know, they're, it doesn't matter that they're dependent on the tips because it's such a culture of tipping that like, people are going to tip regardless.

Right, Right.

Not to say that that's everyone, that's a very small majority or a small, small population of servers who are acting that way. But I think a lot of times it just, it's just they don't know the best way to do things. Right. A lot of restaurants, so depending on the size of the restaurant and how much funding they have, you know, they either have the training for their people or they don't.

Yep.

It also depends on the local culture. Like, I just moved to Philadelphia in October, and no offense, Philadelphia, but I've experienced some of the worst service I've ever experienced in my life here. It's just not warm. It's very rude.

Right. Okay, now that's, that's interesting. Yeah, that's interesting. Why, why, why do you say it's not warm? And why is it? Why, why do you reckon it's rude.

People don't smile. People.

Okay.

There's no, like, hi, nice to see you. Welcome in. It's very, it's very cut and dried and to the point.

They got no time for your shit. They got no time for your shit. Okay. It just like, what do you want? Eat, pay, get out.

Sensitive Californian crying in the corner. Just like.

Those guys would fit in so well here. Okay. Bring them, sell them over.

But you know, it's, you know, I come from, I come from fine dining. So when I go out to dinner, right into certain things, like when they're serving the food, are they serving with their elbow in your face or are they open handed, you know?

Yep.

And just so you know, if you're not familiar with this actually in fine dining, many fine dining restaurants actually have it choreographed. So, so whenever, whenever your food is served, a plate is being put in front of everyone at the same time. Serving it is serving it so that they're facing you and being open towards you.

Right.

And so, I mean, that stuff doesn't happen in Philadelphia. But. But other. The other thing that really grinds my gears is when everyone is, like, eating their entrees and, like, two people finish and they clear those plates before everyone. Crazy. Because I'm always. I'm a slow eater because I end up talking and entertaining, and then I all of a sudden feel like I have to rush through the rest of my meal.

Yeah.

And I don't enjoy it.

Yep, we've. Okay, that's. That's really interesting, because when I was in hotels, it was exactly that. You do not clear the table until everybody else has finished eating. Yeah, right. Like, for exactly that reason. You don't want to put pressure on the person who's still eating to whom the food down and be done with it. And it was the same when we're doing banquets or functions. A10 top two people have finished eating. Leave it there. Just leave it there. Wait for the whole table. Your flow is done a lot easier as well. You run into the kitchen, you go, okay, I've got three cables that are completely clear. They're starters. Send me out their mains. Right. And then you flow. The only times I've ever cleared in that situation was when. When a Karen used to put a hand up and go, oh, my God, I finished my food. Can you clear my plate for me, please?

Gotta love the Karens.

And I'm like, dear Lord, woman. All right, just settle down. Don't get your knickers in a twist. I'm gonna say it to you. I did that once, and my operations manager pulled me aside and gave me a year full. Like, you don't. You don't care to everybody finish. I'm like, well, he was shouting and made a clear play. What do you want me to do?

Right?

But here. All right. Fine dining is pretty much dead here for several reasons. People can't afford it. People don't have the time for it. It's only really like, the 1% of the population who can go out and entertain and take their time over a meal. You know, like Liga station menus here, all their flop. Generally, nobody has time to sit for three hours and eat a little tiny. Yeah, well. Yeah, well, yeah. Like, what? The hell with the rest of it With a little.

A few drops in their glass of the pairing.

Yeah, yeah, right. Exactly like pairing this. Shut up. Just fill up my glass, man. Jesus, Web. So it's. It's a lot of cafes and chain restaurants and stuff, and it's fast, right? It's Fast and furious.

Right.

And it's probably, it's probably later than Philly. You know, get them in, feed them, get them the out. Let's get the next.

Yeah.

Turn over table.

Some of the mid tier restaurants that are, you know, more hang out for a while.

Right.

There's one sushi place in the neighborhood where the service is always fabulous. And I'm always like the person flagging down the. The manager saying, just want to let you know my, my server was amazing.

Excellent.

This and I, I really appreciate her. Keep her, you know, and I just wish we would go around the rest of the restaurants and train them or you would come here and just slap them around, you know.

You know. Yeah, apparently that's not allowed anymore.

I mean, metaphorically, not. Realistically, like not.

Oh, right, right. Wow. Wow, that's a shame. Okay, I'm glad you around. Yeah, I'm. I'm glad you clear cleared that up because I would have literally just slapped them around.

That's the story of how Reuben got deported from the United States.

Exactly. Became an illegal alien. No. But had to run off to Mexico.

You know, on the FBI's Most Wanted. Like, like, yeah, you know, like.

And my mug shot on the poster will be like, you know.

Here'S the question. What is the worst service you have ever had? Somewhere.

That's interesting thing. I don't, I can't really say it's been the worst, but it's been a succession of shockers. I'll give you a perfect example. Lucy and I, we went out to eat not too long ago, Friday nights, normally our date night. And we, and we go out and we went to a fairly well known restaurant chain, serves a lot of local food and stuff. It's really quite nice. So we ordered our food, it came out and we thought, right, we're gonna pig out. We're gonna order desserts, right? So I flagged this server down. Young, very young Chinese girl, very pleasant. And I said, would you mind. So this is the first thing, right? It's. They'd seen that we had empty, empty plates on our table, right. Nobody came to clear them. Okay, that, that already, that pisses me off.

Yeah.

So we flagged it out and we said, would you mind clearing our plates with all the desserts? And she went, yeah, sure. And then she goes off. I was like, okay, what's she doing? And then she comes trundling back with a trolley. And on that trolley are two bins stacked with dirty plates and cutlery. And she parks this thing next to our table. And she proceeds to clear the table and just dump the plate straight in those. In those tubs and moves on to the next table who actually asked for their place to be cleared and does exactly the same thing. And I'm like, on what planet is it acceptable to wheel your dirty crockery trolley? No, park it next to the table. I mean, if you can't carry three plates, take two at a time, you know, and nobody's asking you to balance them on your head. Just. Okay, so that was one. And in the same place, Lucy ordered a drink that had soda in it comes out, she takes a ship. She goes to soda's flat. I was like, fine, okay, send it back. No staff on the floor. So she gets up, goes to the bar and I hear. I can hear a muffled conversation and then I hear the. You know when you open up a fresh. Yep, right? And she came back with a drink. I said, did he just open up a new tin of solar for you? She went, yes. I said, I know exactly what's going on there. The bosses or the manager said, don't waste the soda or don't waste the fizzy drink. So he just stopped off and drink with a flat soda.

Three hours, right? Someone orders.

Exactly, exactly. Now, you know, those things go flat in like, what, 15 minutes? Especially in this heat. 10 minutes max, right? Even if you put it in the fridge, right? So I'm thinking, these people have not got any training whatsoever. They've not had any training whatsoever. They've just been thrown in the deep end. And it's across the board everywhere we go out to eat. I will. And I'm really picky about this, okay? I'm really picky about this. And Lucy gets pissed off with me. She's like, would you just sit down and eat your meal properly and stop. Stop managing the restaurant. I can't help it. And I don't blame them, okay, Because A, they've not been trained, B, they've been told to do certain things. And then there's the all important C, which is some of them just don't care, right? They may have had a bit of training, but they just don't care. And this is the thing about the cervical this week. You've got to have it in you.

Yeah.

If you. If, you know, if. If you don't have it in you, it's pointless, right? Yeah, it's. I can't. I can't think of one particularly horrendous thing that's made me get up and walk out, but it's just a success. A succession of small things that drives me nuts. Of course, there was the lady who. Who fell dead face first in the main course, but that wasn't her fault.

Yeah, no, no, no. Well, it's interesting because I think of all the bad experiences I've had with service, and recently, it's all been retail.

Oh, really?

Yeah. Retail has been just absolutely horrendous. And I'm sure this has to do with the. With the pandemic. You know, a lot of retail stores, like, they can't afford as many staff as they normally have. So they're staff, like, can't deliver on a certain. You know, at a certain level. But I was in a. Like a. I was shopping for bras at Bloomingdale's in New York City, and this woman was helping me, and she was like, I'll be right back with some sizes. I was waiting for 20 minutes.

Pretty health.

And she had, like, gotten bombarded at the desk, like, to check people out. But I'm like, good. Maybe just said, hey, I have someone in the dressing room.

Yeah, right, in the dressing room.

Let me just let her know that I'm not gonna be back with the sizes that I'll be back with. Like, she just left me in there. And when I. When I finally. Because I found a couple things that worked, and, you know, I get in line to, like, pay for them, she's like, oh, did you want to order some other colors in the same size? Like, no. Like, I'm not the commission on that. Like, I'm gonna order them online.

Right?

No.

Right.

That's not how this works. You abandoned me there, and I was.

Not comfortable, you know, but, you know, you raised. You actually raised a very important point. During the pandemic, many restaurants had to let loads of their staff go. Right? And now that we're pretty much back to normal and open for business, they're struggling because they don't have enough stuff. And the guys who are there, they're getting hammered. And, you know, in a way, I don't blame them. It's kind of gotten to the point where just consider yourself lucky. You've got your correct food and drink in front of you. Everything else is a bonus.

Yeah. There's an art form to the server. Who knows they're gonna be slammed and completely. Who goes around every table and is like, hey, here's what's up?

Yes.

Right now, I'm gonna give you the best experience I possibly can. But what I'm gonna do right now is I just got Quadruple SAP. And I'm gonna get drink order and their drink order and their drink order. And they're good.

Drink. Yeah.

When I deliver them, I want you to let me know how quickly you drink.

Yep.

And we're just gonna be doing this all evening. Yeah, like, let me know. But I'm gonna be doing this all evening.

You're absolutely right. I used to go in child tables. Guys, listen, we're getting slammed. Kitchen's getting slammed. I know you told this at the door. I hope you told us at the door, but let me get your drinks for you. And it's gonna be, you know, 30 minutes, whatever, I'll be around. I might not be constantly at your table, but, you know, just throw something at me if you need something. And people just need to know. Right. They just need to be kept in the loop. And then it's up to them whether if they want to stay or not. If you do want to stay, then don't about it because you've already been told.

Exactly. And, and if they have kids, feed the kids first. That is the first thing that should hit them.

Oh, dear Lord. I know, right?

Because no one wants to be sitting there. Not that table, not the tables around them. And not you.

No.

With this.

No.

They haven't gotten their chicken fingers yet.

Right. I, I, I very briefly worked at a place where the kids meal was a Mac and cheese. And I said, okay, cool. What's the cooking time for this? And they were 15 minutes. And I said to them, I said to all the management team, I said, are you all nuts?

No.

You put a thick 15 minute cooking time on a kid's meal. Are you nuts?

No.

And to this day, they haven't changed it yet. So, you know, fed used to them.

Yeah.

Stupid idiots. So that's there. There are so many factors, and a lot of people, especially in this country, they think being a server is really easy.

Yeah, it's not.

It's not.

I got fired from two different serving jobs.

Right.

It's a really hard job. And what it takes is being able to, like, remember like 17 different things that you have to do at the same time.

Yep.

Real time, go.

Yep.

Everything done. And also remember, like, the 17 other things that you have to do next.

Yes.

I can't do that. I get distracted. I get sucked into a conversation. I'm like, oh, that's right. I have drinks.

It is, it is really tough. And you know, service in the uk, in the, in the States as well, you guys, you got to make your own desserts. In some places, and you got to make your own drinks.

Like, I worked at places, you know, like, make your own salads.

Make yourself that man. And make your own teas and make your own coffees and all that. Like, Jesus wept. So actually, the servers in this country are really spoiled because we got. We got bartenders who. Who made that. We got the. The kitchen crew who make the salads and desserts and things like that. And really, all you have to do is just take an order, get it right. Yeah. Something, period. Try and upsell desserts. The only ones to get me started on upselling and how nobody wants to do it because they're scared to talk. I'm like, jesus Christ.

Here's what drives me nuts about the resistance to upselling, because someone is already ordered something that they're expecting. Excited about, Right?

Correct.

They've just ordered. Say they ordered the Mac and cheese, and they're like, I just love Mac and cheese. And you're like, you know, right? Cheese is amazing. And I fully support your. Your order. Would you want to make it that much better? Like, let's make tonight special. You know, we. We can either dress it up with some lobster baked in or some. Some truffle. Some fresh truffle. We just got a shipment in from Italy. It's to die for, you know, which would you like?

Right?

It's like the. This. The. The patron at that point gets to be like, oh, like, do I want to treat myself? You know? And they can always say, no. Oh, no, it's fine. I just really want traditional Mac and cheese. Right.

And 99% of the people do want to treat themselves. They just need a slight push, that's all.

Oh, yeah. Mm.

It's. It's not hard. Hang on. I'm just gonna move inside. I'm sat on the balcony. It's getting really bright, and I don't want. I don't want the sun. Sun bouncing off my head.

It's pitch black. It's. It's not.

Of course. It's just because you're being difficult and working on a different time zone. That's all.

We're exactly 12. You're exactly 12 hours ahead of me, aren't you?

Yep. Yep. And I decided just like right now, I'm not doing any more calls on my laptop with you, because you just it up for me. I don't know how you do it.

I don't know. It's. I'm a witch. What can I say?

You're always.

There's a reason why they you're not allowed to bring electronics into Hogwarts.

There you go, right?

Yeah. It just messes with it. Can't use them. Could you imagine, could you imagine in 2022 being a muggle born kid who's had a tablet your whole childhood?

I know.

And suddenly in like the Internet and you know how to look up and then you go to Hogwarts and you're like, what is this?

Why can't I know?

Where are the computer? Like, I think some kids would just like, screw magic.

But, you know, I reckon it would be nice in a way to get back to that time.

Yeah.

And okay, this is the technology, right? Nobody. No servers write anything down anymore because everybody's on a tablet, right? They come up to your table, the Hobbes, they take your order and they key it on the tablet and they fire it. But. But they're not repeating the order back to you.

Right. And this is more common in, in Europe and outside the US by the way. In the US a lot of restaurants are still writing things down.

I like that. I like writing stuff down because let's be fair, sometimes the customer is a dick. If you've written it down and you've repeated it back to them, you can go, listen, I'm sorry, but this is what you said to me. I repeat it. I repeated it to you. You know. Well, it's really hard to do on a tablet. But yeah, there's a. There's a lot of new tech. Have you seen. I don't know if you're aware of this now, but I think it's in Australia. They are trialing. They're like food lockers. Okay. So you, you, you download this app, whatever you place your order.

Mm.

It gets put in this food lock, either warmer or chiller.

Yeah.

And you just go there, scan your phone, your app, whatever, it opens up, and you go off with your food. So there's no actual human interaction at all.

Well, why not just order delivery?

Right?

That just seems annoying. Like, I don't want to. If I. If I don't want to go someplace and I don't want to talk to people. People. Like, I'd rather someone just home.

Exactly.

Right. That's a. I'm not a fan. I actually, I'm, you know, I'm an extrovert. And so when I go out, I love the interaction with the host. I love my interaction with my server. I love sitting at the bar and having a nice conversation. Bartender. I just, I. And I love just hearing how they're interacting with Each other too. Oh, God.

Can you see this? Can you see this? Idiot?

I have, I have Luna over here.

Oh, Luna, Luna. I've got, yeah, I've got Hobbes just. He's still feeding, you see? So everything is fair game to go in his mouth. I know. What a pain in the ass. No, but you're right, you're right. Everybody's so head up about AI and tech killing the, the food industry.

Right.

And at some point, maybe in the next 20 or 30 years. Yes. When we, when we move into the Jetsons world and everybody's just eating capsules.

That's not gonna happen. No, no, no, no, no. People love the experience of going someplace and, and seeing an art form that someone else has created for them.

Exactly, exactly, exactly.

And, and social aspect to it that you just can't replicate with AI.

No, you, I mean, let's face it, you go out with your friends to sit in a bar and, and have a few drinks and have a chat. You don't do that. You can't do that with AI, can you?

No.

Well, and it's, you want to use it.

It's not the same. If you went to like a room that has a beer vending machine.

You.

Can'T ask the beer vending machine about like taste profiles, what kind of beers they prefer. Is there anything correct that's like done by a cool person, you know?

Yes.

It's just the same experience.

No, and it's, you're right. Dining out is. Yes. It's about the food and the service, but a lot of the times it's just about getting together with your friends and your family or whatever, and, and sitting down and just talking nonsense and enjoying yourselves. And one of the big mistakes that many places here make, they think because they've got a hot chef and the food has lava exploding format or nitrous oxide or nitrogen. Whatever, man. Yeah, whatever. Bs.

Yeah.

They neglect their service.

Right.

And they forget. It's, it's, it's, it's, it's, It's a two pronged thing. If your service sucks, your food may be amazing. Not many people are going to come back. If your food sucks and your service is amazing, people will still come back.

Yeah.

You know, the number of times I've flirted my way out of bad situations, I made friends with people. The good servers, the good managers, they, they get a following.

Yeah.

And if they leave an outlet and they go somewhere else, these customers will go back to the new outlet to see them because they know they're going to get a certain level of service and camaraderie and, you know, stuff like that. It's not. It's not rocket size, but for some people it is.

Right. I think. I think one of the ways in which AI and, you know, social media could actually add some dignity to the service profession is to allow for service, you know, professionals to have some kind of way where the people who come and patronize them can connect with them and follow them from restaurant to restaurant. And then they can go restaurant and say, hey, you know, you should hire me, because I have 500 people who have followed me from three different restaurants because they really. My service.

Correct.

And here's. Here's my average on checks, and here's. I typically get tipped, and this is blah, blah, blah, you know, and they're able to email, text or. Or reach out to any of those people at any time to say, yeah, I know you love white truffles. We're having a white truffle dinner next week.

There you go. There you go. Exactly. It's all these little things, right? It is just a little thing. It take you, you know, what, 20 minutes to let your followers know that we've got this special on or whatever. It might mean nothing to you, but it means a big deal to them.

Yeah.

It'S. It's. I mean, you can blame the pandemic to a certain extent, but here things are getting worse.

Yeah.

And owners, the owners are really milking it because they're thinking, you guys need a job, you know, so I'm gonna just hire you and rape you. But what they're forgetting is every outlet in the same boat. So it's. It's not an employer's market anymore. It's an employee's market. And these places need the staff more than the staff need them.

Right.

And I've always said to every manager I've ever worked with, I've always said to them, don't be too cocky because you're only as good as the people under you. And if things go to shit on your day off, then you've actually failed. Right, Right. You should want your team to be able to carry on with you with or without you there.

Right. Well, and the other thing about good service is once you train your core group of employees to give good service, they're going to train the next new hire.

Exactly.

The next new hire. It's not like they're going to have to invest in, like, new training every single time they hire a new person.

No.

It becomes the. The culture. It becomes the standard of the business.

Yes, exactly. That makes everybody's life so easy with.

All the emotional problems and disturbances and all that stuff gets passed.

Don't even get me started on that. I remember I had to. I walked into the outlet once and the bath and there's hair was all over the place last night. What the hell's wrong with you? What's going on with your hair? And it's like, oh, I overslept and I don't have money to buy hair gel. I was like, son of a bitch. Right? Fortunately, the outlet is in the mall. So I strolled over to a pharmacy, got him a tube of hair gel, went to pay for it, and the cashier looked at me, looked at the hair gel, looked at me and just started giggling. Started giggling. I was like, sakes is not for me. Okay? Just give me that.

So funny. Reuben, I. It's getting close to my bedtime since I'm, you know. All right, nighttime. I'd love to hear what's your final, like, message of wisdom to any business owner, restaurant owner who's struggling right now with their servers?

Right. I would say this. I know you're struggling. I know funds might be tight, but invest in their training. Be very clear on what you need from them. Because oftentimes, especially if it's a family run business, there's four or five different messages coming from four or five different people. So they need to hear one voice, one message. And you know what? If they're not working out, if they're not doing live, they just cannot change. Get rid of them.

Right.

It's pointless trying to change somebody who doesn't want to change. There's other people out there who need work and you'll probably work out better for you, Right?

Yep.

And of course, of course, you know, hire me to help you out with the training.

I support this message. Anyway, thank you so much for coming live with me. This has been so much fun.

Oh, thank you. Thank you.

To see your face.

Yes. It's always lovely to see yours. Take care. Don't fall over anymore.

I know. No more falling down the stairs. I promise.

I can't. I can't. My heart can't take it. All right. It's just too much.

My ass can't take it. I don't know. Anyway, with that, have an amazing Friday night, everyone. Thank you for joining Asher and LinkedIn user. I'm sorry, we just weren't able to see your name. I'm going to be going live for the. Every day for the rest of this month. So stay tuned. I don't really know what I'm going to be going live on, so if you have any questions you want me to answer in my lives, then please, please pop them in my DMs. Other than that, I'm Katie McManus, this is Reuben Miranda. Thank you for joining us this evening, and have a great weekend.

Thanks, guys. Bye.