CL 2/11

2. The passage describes the ways servers “read” (verbally and nonverbally) and manipulate customers in order to manage a successful job in the service industry.

The servers know what each word and menu item on the menu means. This includes knowing the process of food production of each food item on the menu. Although each customer may have a full understanding of what and how a food item on the menu is produced, it is equally important for the server to have literate knowledge of how the kitchen prepares certain items on the menu.

In this specific instance, the menu is in a foreign language, so this shifts the authority and decision making to the server, whom will have a better understanding of the menu than the customers. This jump buys the customer time and mutually creates a smooth and coherent ordering process for the customers and server. Furthermore, a customer not understanding the menu gives the advantage to the server to up sell a menu item.