As a food truck enthusiast and someone who covers the industry daily, I spend a lot of time in food truck lines and I have seen good service, I have seen absolutely spectacular service and I have seen down right awful service. Asking a customer, “Do you need change?”
Today’s Customer Service Tip of the Day comes from the service I saw at a local food truck a couple of months ago.
Do You Need Change?
The customer in front of me had a bill for $12.50. They promptly handed the service window attendant a $20 bill. What happened next took me back…the server asked, “Do you need change?” Huh? Were they really angling for a $7.50 tip?
What’s worse in my opinion was that the customer wouldn’t have gotten back something even close to what they might if they left a 20% tip. In this case it makes the customer feel stingy for not leaving a nearly 80% tip.
If you are a food truck owner you should be training wait staff that the correct phrase would be “$7.50 is your change” while extending the change back to them. This gives the customer the opening to say “That’s OK” if they intend for them to keep everything.
As an owner or manager, when a server picks up a cash payment, and asks the guest “Do you need change?”. They might as well say “Can I keep the change for my tip?”. You need to train your staff to look the guest in the eye and state “Your change will be [insert amount here]” and give them the chance to say “OK” or “Keep the change”.
In today’s food truck world, we’d be curious to know if any of your servers have made the mistake of asking, “Do you need change?” and what your reaction has been. You can share your thoughts with us via email or share on Twitter or Facebook.