Texas Roadhouse Servers Use Scripted Buzzwords

Texas Roadhouse servers are required to use a set of scripted buzzwords and phrases with every table they serve. These terms are part of a mandated script designed to enhance the chain's Texas-themed dining experience.

Servers must greet guests with a 'Howdy.' They are expected to describe menu items, particularly margaritas, as 'legendary.' Other required descriptors include calling beers 'ice-cold,' steaks 'hand-cut,' and bread 'fresh-baked.' The script extends to a specific question for new customers: 'Is this your first time dining with us?'

The Scripted Dining Experience

If a customer confirms it is their first visit, servers launch into a pre-scripted monologue about the restaurant's highlights. The interaction follows a training playbook, which often ends with a server recommending 'our fall-off-the-bone ribs.' Throughout the meal, staff are strongly encouraged to upsell items.

The chain has specific terms for add-ons. Servers ask if customers want their order 'smothered' with extras like shrimp, or 'loaded' with cheese or bacon. A 'kicker' refers to an extra shot in a margarita. They also promote 'made-from-scratch' sides, again using the word 'legendary.'

Required Procedures and Checks

When ordering steak, servers must translate doneness temperatures into layman's terms. For example, if a customer orders a medium-rare steak, the server is to say, 'That's going to come out warm and red in the center.' They are also required to read the entire order back to the table to verify accuracy.

To manage customer expectations during delays, servers are coached to give specific reasons. One example script is: 'I have more fresh-baked rolls coming out ASAP, but it could be a minute. Our bakers take their time to make the bread right.' New staff must memorize the entire menu before serving tables.

Verification and Additional Duties

Server performance is verified by undercover secret shoppers who ensure compliance with the scripted language and behaviors. Staff are also required to memorize and sing a cheesy birthday song to guests celebrating at the restaurant. The report states that these practices are drilled into servers during their training.