A server says she boosted her tips using a subtle strategy to upsell alcohol. However, other servers and diners say the trick may be unethical.
In a video with over 967,000 views, TikToker and server Kelsey (@okay.kelsey) says she changes just one sentence to get customers to agree to a higher shelf alcohol in their drinks.
On her page, she shares tons of upselling strategies for servers. Upselling is a tactic used by sales workers to increase the total of the customer’s bill by suggesting small add-ons to elevate the experience and bring in more revenue. In the case of servers, a larger bill may result in a heftier tip based on percentages.
“‘Do you have a preference in vodka?’ Don’t do that!” she suggests. “‘Tito’s OK for you?’ It’s the path of least resistance. The answer is yes or no.”
She recommends “incorporating more psychology” by nodding as she asks the question, to prompt the customer to say “yes” to the more expensive alcohol.
What other common strategies do servers use to upsell?
In a follow-up video, she addresses how to upsell if a customer turns down the Tito’s and asks for house vodka instead.
“I’m going to build trust and rapport and set myself up for the next upsell,” she says. “‘Perfect. Mixer hides the flavor anyway. Why spend more if you don’t have to, right?’”
She says she drops off the drinks and immediately tries to sell an appetizer.
“‘Here are those drinks for you. Are we ready to snack on something like a spinach dip or some wings or something? I can’t let you starve on my watch,’” she says as an example.
She reminds her viewers that even if they say no to an appetizer, they should try to upsell whenever possible.
Kelsey shares another strategy for upselling alcohol if the customer turns down the Tito’s.
“If they say no or ‘what else do you have?’ then I’ll offer alternatives that are higher than Tito’s,” she notes.
In the comments section, she notes that she only upsells on bar drinks, not signature cocktails that have a set price listed on the menu.
How do customers feel about the upselling tactics?
While upgrading the alcohol in a cocktail may only add a few dollars to the bill, customers push back on the controversial tactic.
“If you say ‘Tito’s okay for you?’ without telling me that’s an upcharge, and there’s an upcharge on the bill, we’re going to be having a conversation, and it’s coming off the bill,” one writes.
“If you ask, is Tito’s ok with me? That means it’s what it comes with. I’m not paying extra for it. I’m either not paying for it or taking it out of your tip. Deceitful tactics aren’t cool,” another says.
“If someone upsold me this way, I wouldn’t leave a tip at all,” a third remarks.
Several servers also push back on upselling customers.
@okay.kelsey It really is strategy and psychology #serviceindustry #restaurantlife #bartender #server #upsellingtechniques #upselling ♬ original sound – okay.kelsey
“Longtime server here, most people do not want to be duped into paying more,” a commenter suggests.
“As a server, I never upsell. I’m not desperate enough for a few potential extra dollars of tip,” another writes. Kelsey responds, “It’s not desperation. Serving or bartending is quite literally a sales position. But if that’s what works for you, more power to ya!”
The Mary Sue reached out to Kelsey for further comment.
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