Senior Service ©
by Paul C. Paz


Too many times waiters profile senior guests based on unwarranted and unfair assumptions. It’s the old jokes mocking seniors because of poor hearing, eyesight, or they’re cranky, picky, or impatient. The challenge is that more waiters need to become proactive in making their senior diners feel welcomed by providing little extra service features unique to their needs.

A while back I was the guest of several hundred IHOP peers from the Pacific Northwest and presented them with a customer service seminar titled after my book, Service At Its Best. These wonderful IHOP service professionals had many great suggestions on how to provide the best service to senior diners. Here are few of their ideas:

Seating: Ask if they prefer a booth or table, closer to the front door, or brighter lighting. Avoid noisy spots (large groups, crying babies or frisky young children, and high pedestrian traffic areas). Don’t take off like a track-sprinter and leave your senior guest in the dust. Walk at their pace so they aren’t left behind.

Hearing: Speak a little (not a lot) louder, slower and distinctly. It also helps to lower the tone of your voice, as it is much easier to be heard rather than a high pitch of voice. Be patient and prepared to repeat yourself.

Vision: Keep a pair of reading glasses handy. I carry a small credit-card size plastic magnifying glass with me (they also make an 8x11 which I keep in the side-stations) and present it whenever my senior diner is having difficulty with the menu print size. I also carry a high intensity mini flashlight for better illumination.

Ordering: Offer separate checks up front and they’ll be thrilled! Know what items are popular with your senior diners. Know the senior features and their location on the menu. If a shared meal is requested: 1st – serve the order split on separate plates and 2nd – always inform them if there is an extra charge. Don’t assume they want to order from the senior menu by immediately announcing the senior selections… they might not be old enough and feel insulted! When they present their senior discount coupon: Don’t ever roll your eyes!

Courteous Etiquette: Strangers should be greeted with certain salutations to show respect. That includes the terms: Please, Thank You, Yes, No, Miss, Madame, and Sir. In certain circles it is socially acceptable to greet someone with “Hey!” followed with the title, “Dude”. However our senior guests may find that disrespectful even though it’s not meant to be. Older diners grew up learning that “hey” is what you said to the dog when it tries to steal your pork-chop off the table and “dude” is a term used to mock a city-slicker dressed like a cowboy. Address elders with terms and titles that are familiar and acceptable to them and their values. Our seniors really do appreciate service from younger folks who understand and use courteous etiquette.

It has been reported that mature workers over 55 years old represent nearly 50 million consumers that make up around one fifth of the USA population and hold more than half the discretionary purchasing power! Overlooking this customer segment will cost the operator and waiter valuable income. So watch out… my next birthday I’ll be really old and I’m going to attempt to set a record for how many senior discounts I can get in a 24-hour period! I may end up in your station!