Sell Before the Glass Is Empty
What we’re fixing tonight: missed second rounds and slow reorders.
Most second rounds don’t fail because guests don’t want another drink.
They fail because we wait too long.
If the glass is empty, the moment is gone.
Now you’re interrupting instead of leading.
What we want the team to understand tonight:
The reorder happens at 20–30% left in the glass.
Not at zero.
That’s when the guest is still enjoying it and open to continuation.
So this is what you run in your pre-shift:
Coach your team to watch the glass, not the guest’s face.
When the glass hits one-third:
Approach the table
Acknowledge the drink
Give direction
Language to give them:
“I’ll refresh that for you — same again, or would you like to try X?”
Why this works:
Momentum stays intact
The guest doesn’t feel rushed
Service feels attentive, not pushy
What to watch on the floor tonight:
Are reorders happening before empty?
Are second rounds faster than first?
Are tables staying in rhythm?
Send this out.
Reinforce it once during peak.
Debrief it after service.
Don’t wait for empty glasses.
Read them.
