concierge Michael Fazio explains how to pry what you want out of the
service world.
In the process, he provides some intriguing insight into the inner
human brat that service people often face.
For that, you'll have to buy the book. But here are a handful of his
tips for navigating this rusty old world in more princely fashion:
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- No reservation at the restaurant? No problem. Check in with the
host, be engaging (not smarmy) and acknowledge that you're an idiot.
Say, "look, I know I'm a loser, I didn't make a reservation. I'm going
to go hang out at the bar. I'd love to come here. It looks so great...
I'm in your hands." Fazio swears by it.
- Waiters have more clout than you know and can reward good customers.
Tip no less than 20 per cent.
- Hotels track your complaints. If you are a nice guest, that will go
on your digital record. You may be rewarded even at other hotels. And
if you're a jerk, you may be rewarded for that too.
- If you have a legitimate reason to send food back, be very gracious
no matter how you feel. You might be surprised at how well you'll be
treated.
- "Don't make plans when you're drunk. Trust me," Fazio says.
- "You're not going to get good service from somebody who's afraid of
you. It's the same reason people don't keep porcupines as pets."
- When trolling for celebrities at restaurants, sit up front, not in
the back. In front, you'll see the "whole parade".
- In selecting a service person, do you want to see a cute face or get
help? "I always look for the oldest, least glamorous person," Fazio
says. "They might not be nice, but they rule the roost - and they
don't usually get any validation, so you'll get a lot more mileage."
- Forget Starbucks if you want a place to camp with friends. Plant
yourself in the lobby of a nice hotel instead. "The seats are much
better than at a Starbucks, the ambience more appealing, and there
won't be people hovering over you to finish your coffee so they can
take your chair."
Above all, treat service people as if you're on their team, and they
will deliver.
Concierge Confidential: The Gloves Come Off - And The Secrets Come
Out! Tales From The Man Who Serves by Michael Fazio
