The Customer Isn't Always Right

"A man who goes into a restaurant and blatantly disrespects the server shows a strong discontent with his own being.  Deep down he knows that restaurant service is the closest thing he will ever experience to being served like a king."

- Criss Jami

Like most jobs, unless you've personally experienced it and logged the man hours, you truly don't know what it's like.  We all think our jobs are the worst, the hardest, and the most under appreciated.  Being a teacher, that thought crosses my mind occasionally, and when I started waitressing, I found myself thinking it even more.

If you've never been a server before, you might think that earning tips on top of an hourly wage is more than enough compensation for your work.  Might you think differently if you knew that in the state of Vermont, the minimum wage for tip collectors is $4.23 an hour?  Basically, the only money a server makes, is in tips and tip share.

I started serving as a way to fill the time of having summers off.  I prefer to be busy and the extra money 

certainly wasn't going to hurt me.  Last summer I waitressed quite a bit, every week, Thursday-Sunday and I had plenty of extra spending money.  However, had I not still been earning bi-weekly wages from my job as a teacher, struggling financially would have been a huge understatement.  I'm unsure of how those who's sole job is to wait tables, is able to make ends meet, afford rent and a vehicle, and all of life's other expenses.  If you're a server, I know you can relate.

In case you have never served, yet you enjoy going out to eat, take some notes.  What you hear might surprise you.  But seriously, it's mostly just common sense.

#1: The customer is not always right.  

This bullish rule drives me nuts.  Where did it even come from?  And I'm pretty sure if you're the customer, you know the least about what my job entails and how the company I work for operates. So shut your mouth and eat your food.  

When ordering food at any establishment, be explicit.  Yes, our job is to ask you how you want it cooked, what you want on it, etc.  But if we don't ask you, tell us!  I don't know that you have Celiac's Disease or a gluten allergy unless you tell me!  Sorry about your anaphylactic shock but my job isn't to ask you about your medical history before I take your drink order.  If you don't like pickles and you order a burger, tell me!  The most common cause of orders arriving to guests not how they ordered, is because that's NOT how you ordered it.  Be explicit with your server and if you're unsure, please ask.

Example:
Customer: I'll have the 6oz sirloin with garlic mashed potatoes and a garden salad with ranch dressing."
..order comes..
Customer: "My meal was supposed to come with shrimp, I ordered the sirloin and shrimp!"
Actually, you didn't.
Some servers like to upsell and offer add-ons but if you tell me you want a sirloin, I'm not going to ask you if you want shrimp. 

#2:  You're not the only customer.

The average sever is in charge of 3-5 table at a time (depending on the restaurant of course and the time of day).  Remember that severs travel back and forth between the kitchen and all tables, we're not just here to serve your table.  Any well trained and polite server does their best to be timely and punctual.  At the restaurant where I work, we ALL run food for ALL tables.  When something is ready to go we take it out.  So if you see me carrying food, don't assume it's yours.  Realize that we all help each other to ensure that everyone get's their food as soon as it's ready.  If you haven't seen your server in a few minutes and you need soemthing, entertain the idea that they're probably working in the kitchen to hurry your order along before you jump to such bold conclusions about our whereabouts.  It's not easy to greet, deliver drinks, refills drinks, take payment, deliver food, or run food for 4 different tables simultaneously.  

#3:  Bad service happens everywhere, be careful of who you place the blame on.

In restaurants the only faces you see are hosts and hostesses and servers.  You don't see line cooks, dishwashers, and manangers very often, and for good reason.  They're too busy busting hump in the kitchen!  That being so, servers often take the brunt of the customers frustration when the meat comes under or over cooked or the plate is missing something.  Trust that these are just oversights that can easily be fixed, but also think about what's going on in the kitchen.  On a busy Friday or Saturday night, when most people tend to dine out, most restaurants easily seat between 80-100 people at a time.  Can you imagine keeping up with and cooking that much food?  It's hard enough for 6 people to keep up with that kind of work.  Trust that with time, usually comes quality.  If you dine in a decent restaurant where most of the food is kept fresh, and not frozen, expect to wait a few extra minutes and know that it will be worth it to not have a burger that was pulled out of the freezer 5 minutes ago.
Line cooks make mistakes, things sometimes get dropped or forgotten and sometimes we run out of things.  You can't tell me you don't make mistakes at your job and forget things from time to time or run late.  But I'm sure you don't get paid less because of it.  And if you're unhappy with your food, let your server known and we'll do our best to take care of it.  Don't blame us or take it out on us, we didn't prepare it.  Maybe your taste buds are out of whack.

#4: It pays to be nice.
I'm referring to the customer here.  If you come into where I work and you act like a shithead, don't expect me to bend over backwards for you and be as pleasant.  You might say "Well if you want the tip, you'll put on a smile." Wrong.  Yes, I want the tip, but not because I let you talk down to me and boss me around.  Be pleasant at all times, even if something has gone horribly wrong.  Keeping your cool will ensure that both parties stay positive and you get the best service you can.  And don't jump so quick as to place blame on anyone who works their.  Yes, our job is to make sure you have a decent dining experience, but acting like a jerk won't get you that.

#5: Don't make assumptions.
For most servers, serving is a part time position in addition to a full time career or other part time jobs.  Don't assume that because we work in a restaurant that we're low life individuals who didn't get far in life.  When customers find out I'm and elementary school teacher, they seem surprised that I have another job.  The same goes for other servers who tell their customers, "I'm a student," or "I work at the bank."  At our restaurant, we have an attorney and an accountant who both happen to enjoy serving (and the extra money) and are still successful at other careers.

Dining out should be fun, worry free, and enjoyable.  When you're footing the bill, it's understandable that you expect a certain level of service and you deserve to have your meal exactly how you ordered.  Just remember that you're own actions too will help define the kind of service you receive at any establishment.  Be polite, understanding, and patient.

As if my life wasn't busy enough, serving adds just a little but more chaos into an otherwise delightful occupation.

I ran into an old friend yesterday who I grew up with.  He asked me how I was and jumped right to telling me he loved my blog and enjoyed reading it, so much in fact, that he forces his boyfriend to also read it.  He too works in food service and was part of the reason I chose this topic.  Thomas, I hope you're reading this! And I'm sure your smartypants-self agrees with most of it!