Learn from the mistakes of others because you can't live long enough to learn everything. ~ Eleanor Roosevelt
My family is staring at me, anxious to eat and comment on my performance. After serving table three’s beverages, I approached my family with the scripted greeting, “Welcome to King’s Family Restaurant Grand Opening. My name is Kimberly and I will be serving you today. Would you like to learn more about the specials?”
My father and brothers said they were ready to order, however my mother did ask to hear the specials.
“Today, we have homemade beef barley soup and our special is the turkey club sandwich. You may want to start thinking about our famous apple pie with cinnamon ice cream or super sundae for dessert.”
Dad started the order with a burger and apple pie with cinnamon ice cream. My brothers followed with their order of chicken nuggets and hot fudge sundaes. Mom ordered a strawberry sundae. She asked, “Can you put on a few extra nuts and don’t forget the cherry on top?”
I remember that day like it was yesterday, although more than two decades have passed. At age sixteen, I was hired as a server for King’s in Bridgeville, Pennsylvania. Before the store opened, all of the new hires attended several days of instructor-led training. We learned about the ingredients in the menu, the ten step service procedure, and how to prepare ice cream desserts. A few days before the official opening, our families and community leaders were invited for skills practice and complimentary meal.
As I managed three tables, my confidence was grew. I followed every step of the ten-step service procedure. Every table’s order went to the kitchen and was promptly served. The customers reported that they were satisfied with their food and appeared happy with my service. After dinner, with excited anticipation, my family waited for their notorious desserts.
After picking up the apple pie from the kitchen, I walked to the ice cream bar in the center of the restaurant. It was time for my debut of dessert making. I felt hundreds of eyes on me. The cinnamon ice cream was placed onto the top of the warm apple pie, and then I reached for sundae glasses. Very carefully, one scoop, two scoops, and just a little lagniappe went into the sundae fluted glass. I really wanted to impress my family and loaded as much ice cream as possible in each of the dishes. Each sundae was loaded with hot fudge or strawberries, swirled whipped cream, nuts (for Mom) and a cherry on top.
All four desserts were arranged on a tray, and then carried proudly to the table. As I handed the first sundae to my mother, the cherry and whipped cream slipped from the top of the ice cream to the top of the table. With a disguising smile, I quickly returned the whipped cream (yes, with my hand) and cherry to the top of Mom’s sundae, before serving the remaining desserts. My mother was laughing so hard that she needed another napkin to wipe the tears. My brothers, noticing my mother’s reaction, began laughing as well. Thankfully the lure of the sundae was more tempting than laughing at me so their attention was re-directed. To this day, all Mom remembers was the cherry falling from the top of her sundae.
My lessons learned to Keep the Cherry On Top!
- Do not overload. How much will satisfy needs?
- Focus on the cherry. What is most important?
How often do we design and deliver learning solutions with our focus on the ice cream (content) not the cherry (results)? Do we keep the cherry (results) on top?
A few months later, I was asked to help train new servers for the Bridgeville store and for the opening of a store in Cranberry. My trainees learned about the menu, serving customers and making desserts. They know exactly how much ice cream to scoop to satisfy the customer and most importantly, how to keep the Cherry on Top!
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