There are a few potential sensitive spots that relate to bill presentation;
1. A BILL SHOULD NEVER BE PRESENTED UNLESS REQUESTED BY A CUSTOMER!
2. Don’t retrieve the bill too quickly, unless it is obviously ready to be paid. This can seem pushy and some guests take their time in paying!
3. Always return any left over cash to the table - don’t assume it has been left for a tip.
A good waiter will always know where their tables are up to. This form of anticipation is important for any good, professional service. If desserts have been ordered or menus offered then it is a good time to check your bill or inform the cashier that it is pending. Thus we ensure that everything is accounted for and there are no issues like wrong meals or someone else’s drinks on the check. This way if the customer chooses to pass on coffee and ask for the bill, it is prepared & ready to go. If they decide to stay on, then there is no harm done but be sure to check the bill again before presentation to ensure those last few items are on the check.
It is the waiter’s responsibility to make sure that no items are missed and there are no extra charges on the bill. A mistake is bad for everyone. If you have over-charged, the customer has every right to feel violated and may leave with a sour reflection on your establishment. If he is under-charged then the owner has every right to feel ripped off. You have effectively stolen from him by giving away his stock for free.
Once the bill is checked and the customer has asked for it, present it in a timely fashion. I try to position it just out of reach or on a funny angle so I can easily notice whether the customer has opened it. This way I know whether it is ready to be removed.
A good customer will always leave the card or cash hanging out of the top of the bill folder to communicate to you that it is ready. For those of you who want to overcome this as a problem, just use bill plates. You can always see when it is ready. Once you know the bill is ready for payment, process it quickly.
When returning to the table with the completed transaction wish them farewell in case you don’t see them leave. (see article on ‘Saying Goodbye’)
#1 by David at February 16th, 2010
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The thing that annoys me most at a restaurant is when I’ve asked for the bill, received it, clearly left the credit card poking out the top and the bill on the edge of the table for quick retrieval, and they don’t come to collect it? If I’ve done all of this, I’m looking to make a quick exit. And surely if you’re in a busy restaurant, finalising a table and getting them out of the door makes the waiter’s life easier than not???
Good article.
#2 by Shaun Cooper at February 16th, 2010
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David - that is definitely annoying - it gets to me too when dining out and it will often lead to the worst case scenario where the customer gets up with his bill and stands in the middle of the restaurant trying to find a staff member to take it off him - a seriously unprofessional look for the restaurant! A waiter should always be looking for someone wanting that quick exit and never forget about a bill they have presented.
#3 by David at February 17th, 2010
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If I’m left waiting for ages in order to pay the bill and they’re not interested in taking my money, then I have walked out in the past (only once mind).
#4 by Shaun Cooper at February 17th, 2010
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yeah David i’ve seen it happen before - and i can kinda understand it.
#5 by banquet manager at February 18th, 2010
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Good post, I agree.