I recently celebrated a colleague’s birthday and headed off to a new, smart French restaurant (part of a small chain) called Aubaine in the West End of London. We were a party of nine, it was lunchtime and we were all heading back to the office straight afterwards. We collectively agreed on main courses and desserts only (lightweights I know!).
There was a lovely ambiance in the restaurant, a lively buzz and wonderful decor. A delicious menu was presented as well as some lovely artisan breads to munch on whilst we made our choices. All great stuff!
We each chose our main course and the charming waitress politely mentioned that as we were a party of nine, our mains would take a little time to prepare – perhaps we would like to share some starters instead? Of course we did, we ordered three between the nine of us! (Smoothly executed up-sell – and done so charmingly one ‘hardly’ noticed – great staff training in action here!)
Our mains duly arrived and it was totally delicious – yum!
Now this next bit I felt was rather inspired – a modern take on the old-fashioned dessert trolley! We were not presented with a menu for desserts, but each dessert on offer was presented on a fancy slate platter – it was bought to you personally so you could see, drool over and actually point at what you wanted. Now at this stage in a meal, some are really feeling that they would rather not have a pud – and on reading a just a menu it’s much easier to say “no thank you” – but seeing the finished article looking all inviting and luscious right in front of your eyes – now that is hard to resist!
Well done Aubaine on creating a great customer experience alongside some great up-selling techniques!