KETCHUP, THE TRAINING
By Gail Shendelman, Senior Director
Needed for training:
1)Director – The Director (hat, director chair, clapboard)
2)Waitress – The Waitress (apron – Waitress to bring?)
3)Customer – The Customer
4)Plate of fries, bottle of ketchup (Director to bring fries, Gail to bring Ketchup)
5)Cut up lessons and distribute in envelopes marked with the Lesson # - have different team members read the lesson after each scene is acted out.
SCENE 1: Customer is sitting at the table and Waitress delivers a plate of fries.
WAITRESS: Here are your fries. Would you like some ketchup?
CUSTOMER: No thank you.
WAITRESS: Okay. If you change your mind, just let me know.
DIRECTOR: The lesson? If they are not interested in ketchup, they’ll be honest with you. But if you don’t ask, you haven’t done your job.
SCENE 2:
Customer is sitting at the table and Waitress delivers a plate of fries.
WAITRESS: Here are your fries. Would you like some ketchup?
CUSTOMER: Hmmmm… I’ve never tasted ketchup. Is it good? Do you think I’ll like it?
WAITRESS: Well, a lot of my customers do, in fact some say a French fry without ketchup is not even worth eating. Would you like to try it? May I suggest pouring a sample on your plate and dipping a few of your fries with your ketchup before deciding what you think?
DIRECTOR: It’s okay to suggest people give it a try. A lot of people might not ask, but WILL be interested once you’ve invited them to consider it.
SCENE 3:
Customer is sitting at the table and Waitress delivers a plate of fries.
WAITRESS: Here are your fries. Would you like some ketchup?
CUSTOMER: Yes! I’d love some ketchup! I’m SO GLAD you asked! I’ve been craving it all day - in fact, I ordered the French fries just so I could have some ketchup with them!!!
DIRECTOR: Some people are just waiting for you to ask!
SCENE 4:
Customer is sitting at the table and Waitress delivers a plate of fries, THEN WALKS AWAY.
CUSTOMER: (Thinking out loud). Yummmm…. French fries! I love French fries, especially with ketchup! Hmmm … where’s that waitress? (Searches around for her, signals waitress to come over to her table.)
Waitress walks past, but ignores Customer.
CUSTOMER: (Thinking out loud). Oh well, I guess she’s really busy. I’ll just do without. (Eats a few, then sighs.) It’s just not as good as it is with ketchup. (Calls to waitress) Excuse me! Could you help me here?
WAITRESS: Hi, what can I get for you?
CUSTOMER: I’d love some ketchup, please.
WAITRESS: Okay, I’ll get you some just as soon as I can.
Waitress walks away, but gets busy, and never responds.
Customer is watching her watch as the Minutes go by … say “tick – tick – tick”, look frustrated, then resigned to the fact she’s not coming back.
CUSTOMER: She’s too busy to help me. Oh well, I’ll eat them this way (sad face).
DIRECTOR:: Sometimes people give us cues they are interested - but WE aren’t paying attention to their needs. Listen during your shows for verbal cues! When you hear a question like “How many nights a week do you this?”, your customer is really asking how many nights a week THEY would need to do this. And, often times they’ll give you a compliment, “You seem to really love your job!”but what they really mean is, “I wish I could be having as much fun as you.”
When they comment, respond but follow up with a question. For example, “Thank you for saying that. It’s easy to love a job that’s this much fun. Have you ever thought about doing something like this?”
One side note: If they didn’t say something but they checked yes or maybe on the door prize slip,, it’s because THEYWANTINFORMATION! Don’t ignore them by putting their doorprize slip away without following through!
One last thought: If you aren’t comfortable answering people’s questions, say “I am still pretty new at this but I have a friend who has been in the business a lot longer than me. Would you mind if I have her give you a call to answer your questions?” (The keyword here is “friend”) Once you have her permission, give her name and number to your director for follow up.
SCENE 5: (This scene is called: “WHAT NEVER HAPPENS”)
Customer is sitting at the table and Waitress delivers a plate of fries.
WAITRESS: Here are your fries. Would you like some ketchup?
CUSTOMER: (Totally indignant) NO! How dare you ask me if I want ketchup! If I’d wanted ketchup, I would have asked you first! Harrumph!
DIRECTOR: Spend a few days in the restaurant business and you’ll see, no one will EVER get mad at you for asking!
SCENE 6: (This scene is called: “WHAT NOT TO DO”)
Customer is sitting at the table and Waitress delivers a plate of fries.
WAITRESS: Here are your fries. Would you like some ketchup?
CUSTOMER: No, thanks.
WAITRESS: Why? Everybody loves ketchup! You’ve got to try it – here, taste this! I know you’re going to love it (while dousing her fries with ketchup – lots of it!) Customer is looking up at Waitress, totally bewildered and incredulous!
SCENE 5 LESSON: It’s never okay to MAKE someone eat ketchup! If they say “no thanks,” the conversation is over. Simply say “thank you” and move on!