There’s comfort in returning to a place you love, especially when traveling. For my partner and me, this unassuming restaurant just outside Torino’s center had been a revelation twice before. Attentive waiters, smooth service, little upsell moments like burrata on pizza or fresh bread with tuna tartare. So when we found ourselves back in Torino, car parked and hungry, it felt like meeting an old friend. This time, though, something felt… off.
We were seated in a new waiter’s section, polite, kind, but clearly busy as the dinner rush built. I always love sitting where I can scan the room, watching the kitchen pass, the waiters moving, the rhythm of a restaurant at work. Maybe it’s from years in hospitality or just a habit, but seeing the “machine” in motion feels oddly comforting.
What I really love, especially in authentic places, is when I’m handed the menu and the server offers something local or their own. A regular aperitif like Aperol spritz, prosecco or even a small cocktail to set the mood before we decide on food. Don’t go with the usual, “Would you like something to drink?” or “Would you like water?”. 90% of tables will take the water anyway. Instead, ask: “Would you like to try our famous Aperol spritz while checking the menu? Still or sparkling water with it?” Simple, guided and it breaks the ice. We missed this moment and when asked “What would you like to drink?” we had to lead the order ourselves. A small touch like this makes a real difference. I’ll share more about breaking the ice with aperitifs in future posts. After our drinks arrived, we ordered a starter to share and this is when small things began to add up.
The missing bread
Our tuna tartare came plain, no bread. Last time, it had been offered, and we happily added it. Should I have asked? Maybe. But I didn’t want to bother anyone and I wished he’d offered. Honestly, even if you just bring it without asking, I doubt anyone would complain over €3 for a good bread.
An empty glass
After we finished the tartare, we ordered our mains and a glass of wine. The Aperol spritz had been a bit too strong for me, so i opted for water (though maybe a recommendation for a non-alcoholic option, like a homemade lemonade, could have worked). During the main course, my partner’s wine glass emptied but there was no check-in, simple “How’s everything?” or “Would you like us to refresh your wine glass?” would be sufficient to add an extra connection to already fine food and atmosphere.
Not like before
We remembered how, on past visits, the small details made a difference. Thoughtful check-ins, well-timed suggestions, making the experience feel better. This time, it felt more like a routine, not bad, just missing attention. And we weren’t the only ones; we saw other tables around us getting the same rushed treatment, without the attention they probably deserved.
The lingering question
I don’t think they were understaffed. They had helpers focusing on jobs like bringing drinks and clearing tables, which should have given the waiters time to focus on the important things: guest experience and upsells but somehow we missed that. The people were kind, the food was good, the tiramisu was perfect and the complimentary limoncello was a nice touch. The energy was still there. But the experience felt thinner, like something had slipped away. The missed moments hit both the guest experience and the restaurant’s profits. It’s not about pushing but guiding and when that care fades we’re left wondering: should we give this place a fourth visit when we head back home from France or is it time to try something new?
The takeaway for owners
Teach your team to notice small chances to offer something extra, it helps guests feel looked after and grows your sales. Keep an eye on when the team is stretched too thin or when small things are getting missed. Let your most experienced people help guide others on timing and reading the guest’s needs.
If even 5–10 tables a night miss a €5–10 upsell, that’s €25–100 a night. Over a month, that’s €750–3,000, money that could go into team bonuses, skill training or simply improving operations. Small details, scaled up, fuel real improvements. The biggest cost won’t be a missed upsell but a loyal guest who might never come back. The good news? These improvements are simple, with a few small changes, you can strengthen both the emotional and practical side of your service making guests happier and your business stronger.
Not sure where your upsell moments are slipping through? Email us and let’s figure it out together. Had a similar experience or want to share your story? We’d love to hear from you.