Exceptional service sets the tone for everything that follows, from how much guests spend to whether they return.
How your team interacts with guests, guides purchases, and handles each experience directly impacts both today's revenue and tomorrow’s loyalty.

This principle focuses on sharpening staff behaviour, upselling and cross-selling naturally, and embedding consistent excellence across every customer interaction.

Why Service Excellence Directly Impacts Your Bottom Line

Well-trained servers can boost average check size by 10–30%.

Guests are more likely to return and spend more after a standout service experience.

No app or automation replaces genuine human interaction at the table.

Guests remember how they were made to feel. Service excellence transforms transactions into experiences, and experiences into profits.

Core Techniques for Frontline Staff

  • Natural Upselling

    Suggest upgrades that fit the situation, not random add-ons.

    Use customer-centred language: “Many of our guests love adding avocado for just £1.”

    Focus on quality, not just price increases.

  • Seamless Cross-Selling

    Offer logical pairings: wine with entrees, sides with mains, desserts with coffee.

    Use phrases like: “Would you like to pair that with…?” or “Our chef recommends…”

  • Service Anchoring

    Highlight a few signature, high-margin items consistently.

    Train staff to weave in mentions naturally, not as a checklist.

Quick Note: What’s the Difference Between Upselling and Service Anchoring?

Upselling is about what is offered. Premium add-ons, pairings, or upgrades.

Service anchoring is about how the experience is framed. It builds trust, sets expectations, and positions your brand as thoughtful, high-quality, or detail-focused.

Used together, they don’t overlap they compound.

Digital Enhancements: Supporting Your Staff (Not Replacing Them)

Smart Tech Makes Service Stronger

POS Upsell Prompts

Equip staff with on-screen suggestions during order entry to boost relevance and speed.

Online Checkout Upsells

Offer premium add-ons or bundles during the ordering process, e.g., “Upgrade to a meal deal for £3 more.”

AI Personalization

Use customer history to surface tailored recommendations that match their preferences.

Important:
Technology supports great service when it enhances awareness, timing, and accuracy, not when it overrides human judgment.

Menu Design Matters More Than You Think

  • High-Margin Highlights

    Call out premium dishes with tags like "Chef’s Recommendation" or “Best Value.”

    Use concise, vivid descriptions to raise perceived value.

  • Smart Bundling

    Bundle sides, drinks, or desserts to create obvious value packages.

    Example: “Meal Deal: Any sandwich + chips + drink for £10.”

Menu design quietly trains both staff and customers to move toward higher-margin items.

Training Staff for Long-Term Excellence

Role-Play Real Scenarios

Practice handling upselling, dietary requests, and table service interactions.

Menu Deep-Dives

Host tastings so staff can describe dishes naturally and enthusiastically.

Quick Script Frameworks

Give staff simple phrasing guides to avoid feeling robotic.

Incentives for Mastery

Reward staff who consistently drive upsells while maintaining high service scores.

95% of staff won’t guess their way to service excellence. They must be trained, practiced, and motivated.

Common Challenges & How to Solve Them

  • Challenge: Pushy Upselling

    Many guests shut down when they sense a hard sell.

    Solution:
    Train staff to frame recommendations as enhancements, not upgrades.
    Instead of “Would you like to add fries?” try:
    “Many guests enjoy pairing this with our hand-cut fries, would you like to do the same?” Use phrasing that invites curiosity and feels like guidance, not persuasion.

  • Challenge: Inconsistent Staff Performance

    Some servers naturally upsell. Others avoid it due to lack of confidence or discomfort.

    Solution:
    Track individual upsell rates, then reward progress not just top performers.
    Share what’s working in team huddles, run short role-plays, and make upselling feel like service, not sales.

Metrics That Matter

Measure what drives the biggest impact:

Average Check Size

Target steady growth month-over-month.

Upsell Conversion Rate

Measure % of orders with a premium add-on or cross-sell.

Guest Satisfaction Scores

Track feedback on service quality to ensure upselling doesn't hurt the experience.

Staff Incentive Participation

If few staff are engaged in upselling goals, adjust training or rewards.

The Real Goal: Authentic Service That Sells

Upselling and cross-selling are about genuinely enhancing the guest experience. Suggesting a wine that pairs better, a dessert that completes the meal, a coffee that finishes a celebration.

When service excellence becomes your team’s standard, higher average checks and stronger customer loyalty are natural outcomes, instead of forced ones.

Ready to elevate your restaurant’s service and boost average checks?

Get In Touch

Contact us today to learn how we can help you implement a full service excellence system, customized to your team, your menu, and your brand.