When dining out, most of us size up our server within the first few minutes—even seconds. How well you manage the greeting sets the stage for a boon or a bust. Here are some tips for making the most of the greeting and its multitude of opportunities to express warmth and thoughtfulness and set a positive tone for your interactions.

1. Assist guests wherever they are. Years ago, I helped a couple who were perusing the menu at the service bar of the Georgetown Seafood Grill in Washington, D.C., while waiting for a table. “I see you’re checking out the crabcakes,” I said. “They’re the best in town, made with fresh jumbo lump crabmeat, lightly bound with mayonnaise, Dijon, and Old Bay seasoning. By the way, a bottle of our Robert Mondavi Chardonnay would be a perfect match.” Minutes later, they were seated in my station and ordered exactly what I suggested.

2. Help seat guests. Being at your table from the get-go is not only courteous but smart business. Are your guests dressed to kill? Do they have Christmas presents? Did they bring their children? Do they want to be left alone or pampered? While you help a guest with a chair, you can also eavesdrop with the intent to help. Overhearing, “Wow, I’m ready for a drink,” provides an obvious lead in: “Our bartender Billy from Philly makes a mean Patrón Margarita.”

3. Touch the table. Most tables have a bubble of guest resistance—a wall of BlackBerry, iPod, texting, yakking, and surfing. Graciously moving the salt and pepper shaker or adjusting the petunias is not only thoughtful but affords a simple, powerful way to connect with your audience.

4. Use the leader/buyer. Most tables have an in-charge kind of person. She influences the buying habits of the table. She controls the conversation. She has the power. First, find her, and then stand across from her when greeting the table. If she likes what she sees, she’ll root for you and make certain fellow guests follow.

5. Use icebreakers. Shooting the breeze unlocks a wealth of information to act on regarding the purpose and context of a guest’s visit. Examples:

• “Is this your first time with us?” This question opens the door in two ways: A “yes” answer provides an opportunity to give an overview of your menu and drink lists. A “no” answer allows you to enquire about their last experience: “What was your favorite appetizer?”
  
• “What brings you to Georgetown?” Guests will tell you if they’re tourists, live in the neighborhood, are attending a convention, celebrating an anniversary, or closing a deal.
  
• “Are you in town for business or pleasure?” This question helps you adjust your approach. “You’re here for the medical convention, and it’s your last night? Well, that calls for a celebration with our finest steaks and bottles of Silver Oak all around!” Or, “Since you’re here sightseeing, don’t miss our crab cakes; they’re hard to find in Montana!”
  
• “I love your pin!” This kind of observation is an opportunity for insight into how people spend. If the guest replies, “I bought it at Nordstrom,” you know you have an educated buyer who is open to quality.
  

6. Make hello special. “Hi, my name is Tyler. May I offer you a cocktail?” is a robotic function-based greeting that dooms you from the start. A genuinely expressed, “Good evening and welcome to J-Paul’s. Thanks for your patience; we’re delighted to have you,” is polite, warm, and gracious.

In these ways, through a group of compelling tactics and strategies, both verbal and non-verbal, you’ve set the stage for a powerful performance.

Bob Brown, president of Bob Brown Service Solutions, www.bobbrownss.com, pioneered Marriott’s Service Excellence Program and has worked with clients such as Disney, Hilton, Morton’s of Chicago, Olive Garden, and Red Lobster. He has appeared on the Food Network, is author of The Little Brown Book of Restaurant Success and The Big Brown Book of Managers’ Success, and has recently released The Seven Keys of Beverage Sales Success DVD Learning System, www.bobbrownmedia.com. Copyright Bob Brown 2010.