Top-notch service is an important ingredient in the success of any restaurant. To get the lowdown on what it takes to provide superior service, Bread & Butter recently talked with the winners of the 2000 Sweet 'N Low Great Waiter Awards Contest. The nationwide contest, sponsored by New York City-based Sugar Foods Corporation, judged servers on their positive attitude, presentation, attentiveness to customer needs, skill level and knowledge of their establishment's menu. First-place winner, Christine Pabreza, is a 34-year industry veteran who works at Arie's London Grill Singapore in Kalamazoo, Michigan, and second-place winner, William Chang, is a waiter for Halcyon Restaurant in New York City. Pabreza and Chang provide the following advice on how to be a stellar server.

• Provide a personal touch. Pabreza chats with customers about their interests, sports and current events. She learns the names of the regulars and keeps track of their preferences, such as how they like their coffee.

• Make customers feel at home. "Treat everyone with respect—just as you would if someone was in your home," advises Chang, who has worked in the industry for 20 years. "Treat everybody as a friend."

• Know your stuff. "Rule number one is that you know everything on your menu" and are prepared to patiently answer any questions about menu items, says Chang.

• Provide service with a smile. Pabreza notes that a cheerful attitude, including "a pleasant smile," is among her chief assets as a server. Chang also recommends that servers keep an upbeat attitude. "Never say anything negative. People don't want to hear about your problems," he says. "They want to enjoy their meals."

• Learn how to read customers. "You have to know how to read their body language," says Pabreza. For example, if a customer seems anxious, check to see if there's anything he or she needs. She also relies on nonverbal signals to determine whether customers want her to strike up a conversation or want to be left alone.

• Stay a step ahead of the guests. "You should always be scanning your tables" to identify customers’ needs, says Pabreza. For example, she refills customers' coffee before they even ask.

• Keep your orders straight. Pabreza recommends recording orders in a way that will help identify who gets what item.

• Learn to multitask. "You have to be able to think in five directions at once," says Pabreza. Chang agrees, noting that the key is to juggle everything without seeming distracted when interacting with customers.

• Turn lemons into lemonade. Even the best server is bound to make a mistake from time to time. Make a bad situation better by admitting the error and apologizing to the customer, says Chang. "Not losing ground if you make a mistake is important," he says.

To nominate a server for the 2001 Sweet ’N Low Great Waiter Awards Contest, e-mail rticknor@sugarfoods.com.