The Server from Hell. Dealing
with poor service.
Sending food back, or mentioning
a dirty glass --
sure-fire win/win scenarios.
Be a snitch about annoying diners,
it pays!
Problems should be "no problem".
Resolving a conflict with Darth Waiter by asking him to send the manager over will probably only make things worse. This is a big tip-off that he's gone to far and you're seeking revenge. It gives him the chance to make a case to management before you can tell your side. So, once things seem totally hopeless leave the table, like you're off to the restroom or something, and find someone in charge. Calmly and politely let management know the server, for various reasons, is not working out. Don't try any of that "I want him fired!" stuff. Let the restaurant deal with server problems outside the sight lines of the dining room and get you the service you deserve.
Don't go one-on-one with busing staff either. In cases involving buspersons mention problems to your server and let them handle things. If you try and go it alone with these folks there could be unmentionable consequences. With most waitstaff issues the rule of thumb is not to be foolish and represent yourself. Go through channels!
Sending food back,
or mentioning a dirty glass -- sure-fire win/win scenarios.
"My entrée is terrible! Take
it back and throw it in the Chef's face!"
That sort of outburst may play well if you're Eminem, or Naomi Campbell.
It's better to be slightly apologetic and say to your server, "I
may not have been clear about how I wanted my entrée done."
Unless the server has some sick personal grudge against you they should
be glad to make the problem go away. For being pleasant and patient about
the matter you may receive a completely fresh (not reheated) entrée
or a little something more.
The amazing I'm Sorry Effect. A True Story. Even if you believe with all your heart that you've been done a grievous wrong, it actually pays to apologize for a restaurant's preparation error. Example: I was recently served a chicken entrée that came off the grill early. I mentioned this to our server by saying, "I'm so sorry to mention this, because I know you're busy, but this is not quite done." Brrr-other did she apologize! Shortly thereafter the General Manager surprised us by personally delivering a properly prepared fresh entrée. He reassuringly placed his hand on my shoulder and continued to apologize. I responded with another apology.
As we departed, the love-fest continued with the GM introducing himself saying, "If anything like this ever happens again please ask for me by name." He then politely paused for my name. He concluded, "Mr. X, it'll be our pleasure to serve you again soon." I reassured him that these things happen and not worry because we'd be back.
So put this unusual part of human nature to good use and apologize for the restaurant's preparation mistakes. They'll end up remembering you for the right reasons!
Mentioning a dirty glass or utensil
--
As just mentioned, almost apologetically let your server know about the
problem. To make up for it you may receive a nice end-of-the-meal-surprise.
Remember the restaurant doesn't want you leaving miffed about anything
-- just for you to come back and pass on good word of mouth.
Be a snitch about annoying diners, it pays!
It wasn't cool in grammar school to "tattle" on someone. However, when you're restauranting we suggest that you not mess around and quickly "finger" poorly behaved patrons and children. Keep in mind that these accidents-waiting-to-happen might also take you out when they finally decide to crash. For instance, if a rambunctious kid or over served guest (restaurant speak for noisy obnoxious drunk) bounces their head off your table it leads to a sirens blaring visit by an EMS, a potential law suit you could get dragged into and a very bad end to your evening. Pretty scary, eh?
Never try to defuse these potentially volatile situations yourself. You risk being scolded by over protective parents or having the drunk take a swing at you. This is not a problem for your busy server either; they've got enough on their plate already (-sorry-). Quietly leave the table and point out the trouble to senior management. In these situations those with the authority to make ejections are the only ones who can really intervene. Be assured, management will love you for turning the jerks in.
Problems should be "no problem".
Any problem is the restaurant's -- not yours. You shouldn't break a sweat over anything. The restaurant is in the hospitality business. They should therefore know how to manage most problem situations.
