| Image via Flickr: Crafty Dogma |
There's no boot camp for waiters and waitresses, but there should be. Maybe such a thing would help offset the overflow of poorly trained servers now working in restaurants.
Here are five annoying things that some servers -- who obviously aren't supervised by a manager or restaurant owner who gives a damn --still do. They may sound like petty annoyances, but any of these is reason
enough not to return to a dining establishment.
5. The Dirty Factor: Servers who come to work wearing dirty, rumpled or stained shirts. Or, even more appalling, dirty hands and fingernails. There are still restaurants, I'm happy to say, that send employees home who have come to work in this shape.
A fellow waiter at a restaurant where I once worked came to work wearing a white dress shirt stained with blood. Asked about the stains, he said that he had sent away for a nipple-piercing kit and "things hadn't worked out as simply as I thought they would." He was sent home for the night.
4. The Show-Off Server: You know, the server who doesn't write down your order. As a friend of mine says: "I don't care if the waiter has never made a mistake in the 99 times he's pulled this gambit. I don't want to be the exception to the rule and be the first time he's fucked up an order by not writing it down."
3. The "I'll Have to Ask the Kitchen" Problem: A national restaurant chain used to require that all of its serving staff know every ingredient to every dish on the menu -- and tested servers on their knowledge. Yes, I thought it was a pain in the ass, but it was an invaluable skill to have developed. There are customers who have serious food allergies, have distinctive culinary pet peeves (cilantro, for example), or just want to know some detail of the preparation process. The good news is that most servers today are a lot more savvy about ingredients or are willing to dash into the kitchen to find out. The bad news is that there still servers who make little or no effort.
2. Do I Know You?: There are customers (I'm not one of them, by the way) who get annoyed when a server brings the credit card and the receipt back to the table and thanks the patron using his or her first name. Yes, it's a little too familiar in this setting, but I'm just grateful to get my credit card back.
1. And Now the First Course: The Story of My Life: I'm as guilty as anyone when it comes to asking servers questions not related to the restaurant (usually "Didn't you used to work at such-and-such?"), but, like most restaurant customers, I'm there to eat, not to hear a monologue or a one-woman show. That said, I've heard some fascinating confessions over the years while my coffee cup was being filled or a plate taken away. Among the more memorable? "Well, my boyfriend beats me..." and "I'm wearing this bandage on my arm because I tried to kill myself last week..." I'll take the check, please.
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So their options are getting criticized by you for a mistake they didn't make, or being criticized by you for "throwing the kitchen under the bus." Nice. Either way, if your order is really screwed up half the time, you should probably choose another restaurant.
There are several good reasons why your server doesn't write down your order. First of all, their short-term memory is better than yours, simply from the repetitive brain exercise of remembering numerous orders day after day. They're not showing off, they're simply using their skills. Second, it takes time more time to write down the order and then again to read it as they enter it in the computer. That leaves them more time to attend to the other aspects of giving you good service. Third, it often avoids mistakes from hearing something correctly but writing it down incorrectly, or from reading it incorrectly when entering it in the computer. Different people function differently, and some brains process hearing better than vision. Fourth, they're more engaged with the people at the table when they're talking to them instead of frantically scribbling. Not only is it a more personable experience, but they are also able to observe the table more naturally to assess what everybody needs. Bottom line: most servers who don't write orders down will be giving you much better service as a result. And they'd be stupid to skip writing it down if they couldn't do it reliably. That would only lead to higher stress and a lower income for them. If they screw up your order, take it out of their tip if you're bothered, but making assumptions about how and why somebody else does their job a certain way makes you look stupid.
Memo to all servers:
"How are you guys?" may be appropriate for your health club or your study hall. It isn't when addressing people who are old enough to be your grandparents.
BTW: My wife isn't a "guy'', either.
I am Foodsnob, there is an imposter out there using my moniker! And, what the hell was the fake "Foodsnob" commenting on anyway????
Anyway, I eat out quite a bit and agree with most of what you've said, Charles. I don't mind chatting with the servers though. I don't like being referred to by my credit card name because that is not the name I go by, though I usually just grin and nod to the use of it. The memorizing of orders does drive me a little crazy but a lot of times servers who write things down don't have a clue as to which person ordered it or who the extra plate of fries goes to.
Servers do seem to have a chip on their shoulders when it come to being critisized but honestly who could blame them as the general public orders them around like they are servants and don't even look them in the eye when speaking to them. Servers are people too.
Funny how all of these "Top Shelf" servers have got their aprons in a wad over points Ferruzza made about "Bad Servers". I agree with the author, nobody wants to be served by an unkempt, unclean, too familiar waitress or waiter. Seems like a no brainer to me. I'd also add that a good server needs a good attitude, not seeing much of that in the comments. Just a bunch of pissy hash slingers who think bringing food to a table is right up there with rocket science and heart surgery.
You carry plates of food for a living, ease up on the offended sensibilities shtick.
I served in restaurants for 10 years. I never wrote down orders. I learned that from an "Old School" server. My customers loved it! Never a break from the conversation let alone paying attention to what the table may be needing at that time. There was never a mistake I made. I still do it these days when taking wine orders. People think they've got me, but I have the orders in my noggin!
I do agree that if I don't know you, I don't want you to use my name. I never did that as a server.
#1) don't ask questions you don't want the answers to. if you ask someone what happened to their arm and they tell you they tried to off themselves you have only yourself to blame for it. as a server when i ask someone how their day is going i am fully prepared to hear "terrible" and to deal with that as the case may be. id rather hear an honest answer if i'm asking the question.
#2) i would rather have someone ask if what i am allergic to is in the dish than guess and kill me. i am not alright with people hemming and hawing about it just, again, tell me the truth "you know, i've never been asked about that particular ingredient so im not sure but i can find out for you right away."
All this reminds me of a semi-famous food servant saying, "Bitter! Table for ONE, please."
I did read the post:
"Yes, it's a little too familiar in this setting, but I'm just grateful to get my credit card back." (Pnt. 4 Last Sent.)
The only grammatical way to read your post is that you find it weird when people say your name, but not to the level where it annoys you. In the end you are happy you got your card back. Please inform me if there is any other way to read this sentence.
You further preface your argument that:
"They may sound like petty annoyances, but any of these is reason enough not to return to a dining establishment." (Intro to Art.)
The only logical conclusion is thus that any violation of your/unknown contributors' five points justifies not returning to the restaurant. Further, the above statement and the fact you write the article at all is in upon self an affirmative advocacy of the position.
Further if you READ my post I am simply discussing the position YOU decided to write about, not per se your opinion. Because somehow on a blog what YOU write and what is YOUr opinion are different?
Thus it is ripe to be critiqued, and critiqued it shall be.
And you were a server?......remember when you most likely said the sentence, "If only everyone worked in a restaurant at least once in their life...", or, "I'm glad I didn't end up like that asshole". Well, only "that asshole" would write something like this and expect people to agree with you.
Maybe you should write about all of the things people do for YOU that make YOU happy. Seems like that's what is really on your mind.
Yeah, maybe those fat-asses should realize how the real business world operates. Greeting and saying goodbye to a guest/client by name is a cornerstone of good business. The high-end steakhouses that I have worked in Dallas and here, even currently, in Kansas City have taught us to do such a thing. Even management at these certain plaza steakhouses have to remember guests names when the arrive/leave.
Guests like to feel special and important when they go out and it's the proper thing to do. Some guests feel special about hearing their own name....others feel special by getting fatter on their free b-day brownie dessert at a trashy suburban restaurant, even when it's not their birthday and they abuse the system.
Scott: I'm going to have to call to each his own on this one. I worked in restaurants a long time (and had tons of call customersm by the way) and noticed that servers who didn't write down orders invariably messed up the meal for their patrons and ruined a great tip for themselves. And if you would actually READ the post, you would know that I personally don't mind a server using my name but we get a lot of complaints here in Fat City from patrons who find it irritating. I'm just saying it like it, baby.
(slaps forehead...great, another blog pissing and moaning about the general population not living up to my lofty expectations)
1. We all get it. Some servers aren't the greatest. I have worked side by side with my fellow servers for 15+ years. But most are just fine at doing their jobs accordingly. Where are the lists that begin with, "5 things people did that made me happy?" A lot of us make much less than than you, especially in this economy. Sorry your personal poor slave isn't perfect at all times. A lot of us are damn good 99% of the time.
2. Customer service, in general, is sub-par at best no matter where you go to (retail, restaurant, automotive, etc...). It's just a part of life so people need to get over it already. Bless the few that surprise you rather than pissing on the majority that will never change.
3. Don't list something and then mention, within the first statement, that it doesn't apply to yourself. See #2. I thought this was your list?
4. I am sure there is someone in the pitch office that is thinking about the top 5 things that bug them about Charles Ferruzza, but they would rather not waste time writing about pointless negativity and bitterness. They go outside and read books instead :)
Oddly enough, I was in a review of yours 11 years ago and you had nothing but good things to say about me.
Is this a joke?
1) I am never afraid to ask the kitchen. You make the point that you should know everything in a dish. But at fine dining establishments menus change daily because of the quality of fresh produce and meat. While at national chains it might be the same day in and day out. But I would much rather have a server who asks and tells the kitchen of the allergies even if the product does not contain the item.
2) Bad servers need to write down orders. Good servers do not.
I never write down an order for any party less than eight. If you go to the best restaurants in the country, small parties will not have a server writing down an order.
The idea is that writing down an order at the table takes from the personal feel of the service. If you have a tough time memorizing three courses for people thats fine, then write it down.
However if you can do without, you will remember through out the meal what they had and often when they return. I just served a returning customer that I had six months and remembered her order and what she liked about the dish last time. And it is only because I put a face with the order instead of hurrying to write it down.
Lastly, the servers at my place of employment who make the most errors in entering orders are those who do write it down because often they wont hear something or will over look a small note when entering it into the computer.
3) If you go to a shitty restaurant don't say the name. If you go to a nice establishment say the name. Even if a guest pays in cash I will go to the reservation book to see their name. It adds a personal feel and David is right the number one thing people like to hear is their name in a positive context. Communication 101.
4) Yes a server should not share to much information. But I can promise that the server you have tipped the most you have had a laugh with outside of just discussion of the menu. Servers are people with their own journeys and often light dialogue outside of the scope of food adds a personal touch.
5) You weren't ever a good server. Sorry buddy, but I doubt you had any regulars of any significance if you followed these rules.
David: I channelled my younger self today and he told me to stop reading blogs and find a good book. Thanks to you and him, I'll go to the library today!
Mr Ferruzza (if I may call you that without being presumptive) I think you might need to think back to your serving days and recall how much guests like yourself annoyed you. You set up these standards based upon your opinions that are not the norm.
You will not trust an server to memorize the order for your party of two, but do expect them to know every component of a dish that the chef created two hours ago and that they have often never seen. I think most people who have a sever allergy would much prefer the server check with the chef than just give their best educated guess.
Study after study has confirmed that people react favorably to hearing their name. It makes them feel important and appreciated. Even if they don't appreciate it, I never imagined that anyone would be offended by it. You won't even admit to being one of them. Why even include this point. You are truly stretching to find something to complain about.
The last one is the one that really kills me. So I am not allowed to use your name (well not your name, but someone else's name), but you are allowed to ask me questions not related to the restaurant. Like most server, I am there to give you and everyone else in my section a great dining experience and get paid. If you want to know about the filet, great. If you want to know about me, to use your phrase, "it's a little too familiar in this setting." When you do ask a question, I am supposed to respond graciously, but only in the preordained number of sentences you find appropriate.
Find a way to get in touch with that younger self who waited tables. Let him proofread your posts. I think more often than not he would find far more than five ways you would bug the shit out of him.
My wife likes to ask the wait staff their recommendations and it seems every time that they haven't tried something on the menu: familiarize yourself with the entrees, kids.
You know, I'm really not annoyed by servers that don't write anything down, generally I've had good luck with this, and it's not often that I've had an error on my food.
When I did work food service, I always did my best to connect with my customers when I could because it makes the restaurant look like it cares, the server look like they care, and yes, increased my tip. However there is a fine line and it requires the skill of being able to read a persons body language to know how far you can take it.
The only annoyance I really have with servers are the ones that don't know the balance of how often to visit the table or absolutely stop refilling my cup once the check has been dropped off.
1. There are more dirty guests than there are dirty servers...nose picking, eating with their mouths open, burping, not washing their hands after going to the restroom etc
2. There are more loud show off guests than there are severs...loud and obnoxious too...
3. Most restaurateurs spend little to no money on training...hit them not the waiter and isn't it better to be a bit delayed whilst the waiter checks with the kitchen than in the emergency room with a swollen throat...
4&5 Yes it sucks when people are friendly...I make more money by talking to my guests than not. A good waiter knows where to draw the line...
See, my #1 is when they disappear. For looong stretches of time. I cannot STAND that.
I hate when servers don't write stuff down. If you're just taking our drink order, it's fine, but for crissakes write down our food order. Even at a table of 2, I'm guessing it's been about 50/50 over the years that a non-writer has brought me a sandwich drenched in mayo after I requested it be left off.
Corollary to this: after pointing out the offending substance, some servers have come back with my new food and a receipt that says -MAYO. They explain that THEY didn't make the mistake in a misguided attempt to save their tip; what they don't realize is that they're throwing their kitchen staff under the bus and making the whole operation look bad.
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