Service 101: The Importance of Bussing

busser cleaningBussing may be the most important aspect of service that is overlooked by restaurant owners and managers. Perhaps it’s because business owners think guests don’t pay attention to the little things like how a table is cleared or when a water glass is topped off. Maybe it’s a pervasive mentality that bussing is a simple job that anyone can figure out. But great bussing is a complicated job that requires experience, training, and passion for the work.

Go to an average restaurant and you may see some tell tale signs of a neglected bussing team. You may see an overflowing bus tub filled with dirty dishes hiding in a corner or see a busser cut in front of a guest on their way to clear a table at the end of their meal. You might watch as the rushed worker clinks plates together as they snatched up the dishes like playing cards. Maybe you’ll be left too long with an empty glass or a pile of empty sugar packets in front of you.  You could find your table wet from a fast wipe down or a chair littered with crumbs. Perhaps you’ll cringe when your busser sticks their fingers in a stack of glasses as they carry them away.  When a table goes neglected for long stretches and then is suddenly barraged by a fast moving busser struggling to clear the table at the end of the meal, diners feel rushed, ignored, or worse–unimportant or unseen.  All of these things may seem minor at first, but when the problems add up during a meal, these little missteps begin to subtract quality points from your dining experience.

“How hard can it be to clear a table?” I’ve heard many a customer say in frustration.  I’ve even seen restaurant owners and managers remark that “any idiot can bus a table” while failing to show the staff how to do their job better. But the truth of the matter is, clearing and re-setting tables in a timely fashion isn’t a simple thing. Bussing requires skill, training, timing, grace, hospitality, and efficiency.

Investment in Service

Because restaurants are in the business of earning profit through the pennies and nickles on every dollar, many restaurant owners choose to focus their support staff training in one area alone: clearing tables quickly. Typically, the instruction offered isn’t so much a formal training as it is daily tirades on the need to “move faster!”

The general lack of guidance and good coaching leads to all sorts of sloppy choices. Rather than challenge their staff to work smart, clean, and gracefully, the average restaurant leader pushes their support staff to cut corners, take shortcuts, and do whatever it takes to clear and reset a table in a timely way.  Many business sacrifice the quality of their service over the long term in order to chase the short game of getting a single table cleared quickly. The result of this short term thinking: thousands of dollars of loss in breakage, lost silverware carelessly tossed in garbage pails, unhappy customers, and food that is mistakenly thrown away that has to be re-fired for a customer’s to-go request.

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Find Your Accountability and Visioning Team

visioning and accountability team
It takes courage, strength, hope, and help to make your Big Dreams come true

The Big Dream is hard to achieve when you don’t have anyone but yourself to rely on. You need strength, talent, and motivation to fulfill your desires, but self-will can only get you so far.  If you want to be successful in realizing your Big Dream, you better have a few key people in your corner.

Just watch an Oscar speech and you’ll get an idea of just how many people it takes to make one person reach their Big Dream. Friends, family, colleagues, technology crews, and even wardrobe people become essential in making something as simple as acting work.

Who will you need to rely on to make your Big Dream come to fruition? Are you strong enough to ask for help? Who can you trust to give you honest feedback and keep you on point? Because let’s face it, the road to success is too difficult to navigate on your own. There are twists in the road, surprising perils, and unforeseen challenges on the way to The Big Dream.

You need help.

You need advice.

You need directions.

What you need is an accountability team.

Accountability team
An accountability team might be small (one person might be all you really need) or comprehensive (a handful of friends and colleagues who you trust), and be available to you for advice, perspective, mentoring, and  guidance. The quantity of helpers isn’t nearly important as the quality of the people, because these individuals will demand that you stay true to your word and deliver on your promises. They must be strong-willed folk who won’t be distracted by excuses and will call your bluff. Your accountability team must be trust worthy, true to their word, and able to offer insightful advice that will push you to go further than you thought you could.

If you think you might want or need an accountability team, the first step is to identify The Big Dream. Got it? Great. Next up, decide if you are ready to make the commitment to support someone else on their road to success. If you can’t give 100 per cent to someone else, then there’s no expecting someone to give the same to you. Accountability teams only work if both parties are willing to put in the hard work. Are you prepared to show up prepared, ready, and excited every time you make an accountability date?  Are you prepared to be accountable for the things you say you’re going to do?

Reaching out to others to ask for help and guidance isn’t always an easy thing to do. You’ll have to be vulnerable. You’ll need to have trust or faith in the people you turn to. You’ll have to be willing to take advice. You’ll need to share secrets or  personal information. You’ll have to be humble enough to accept critical suggestions and feedback. You’ll have to give credit to others for their help.

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