Helpful Service Behaviors for Staff + Common Service Mistakes to Avoid
DO:
- Be direct and honest — a clear "yes" or "no" is more respected than a vague or over-softened answer
- Maintain strong, confident eye contact — it signals trustworthiness and engagement
- Treat Dutch guests as equals — a peer-to-peer tone lands better than deference or dismissiveness
- Wait to be beckoned before approaching — Dutch guests signal when they want service
- Use a thumbs-up to signal approval or agreement — it lands well in casual service interactions
- Keep tipping low-pressure — 5–10% rounding is the norm; high default tip prompts may cause discomfort
DON'T:
- Don't come across as arrogant, showy, or boastful — ostentatious upselling puts Dutch guests off
- Don't snap your fingers to get a guest's attention — it is considered extremely rude
- Don't point a finger at a guest or product — use an open hand to direct instead
- Don't tap your index finger to your temple or forehead — it implies the person is foolish and is offensive
- Don't pile on excessive compliments or hollow enthusiasm — sincerity matters more than flattery
- Don't skip proactive refill offers — Dutch etiquette considers helping yourself without being offered impolite
