Anyone who knows me, or reads this blog regularly, knows that I work in a restaurant. I have worked in restaurants, from divey to fancy, as well as everything in between, off and on since I was 16 years old. I fully intend to write a book about my experiences in food service at some point, but until I do, I'd like to take this opportunity to vent a little, share some pet peeves and hopefully in the process, provide some insight and education to those who frequent restaurants, but have never worked in one.
When you go out to eat, it is reasonable to expect a certain level of quality. However, I feel like the phrase "You can't please everyone all the time" should be painted across the front door of every restaurant in existence. It has certainly become my motto over the years. Here's an example of why: For every 10 steaks that are ordered and prepared "medium", 5 people will say it is cooked perfectly and tastes delicious; 3 people will say it's under-cooked and send it back to be redone; 1 will say it's terrible and refuse to pay for it; and 1 will eat the entire steak, say it's fine, pay the bill, then go home and write an awful, online review about the restaurant. This last person, the bad review writer who wasn't happy, but didn't alert anyone so they could try to remedy the issue, is one of my biggest peeves.
Restaurants serve meals to hundreds of people a day. Mistakes are bound to happen once in awhile since they are, after all, run by humans. The important thing to remember is that these mistakes are not intentional and any place worth it's salt will typically bend over backwards to either fix the problem or compensate you in some way, since you are the one keeping them in business. My point is, you have to let someone know there is a problem. Thanks to a handful of gross movies, people seem to have the idea that if they complain about their food, the server will do something disgusting to it. Now, while I can't say this never happens, I can say that in the 15 years I've worked in restaurants, I've never seen it happen. There are always jokes, but no one I've worked with would ever actually do it and if they did, you had better believe I wouldn't stand by let it happen. That being said, don't be afraid to let your server know when something is wrong. As long as you're polite, and clear about how you would like it fixed, your server and/or the manager is usually more than happy to do what they can to please you.
It's also a good idea, especially if you are trying out a new place, to
listen to your server's suggestions. Most restaurants have at least a
few items that aren't great, but are on the menu anyway for various
reasons. Your server will be more than willing to tell you their
personal favorite items, as well as the most popular items. And if
you're lucky enough to get someone really honest, they will come right
out and say "We are a steak house. Order a steak. The only reason we
have the cheese ravioli you're asking about is to appease vegetarians,
but it's not great."
This brings me to Pet Peeve #2... Since I began managing, I can't tell you how many times I've had to speak with an unhappy table at the end of their meal, who didn't want to tip their server. "Well, the food was terrible", they say. To which I respond "I'm sorry you didn't like the food, did you let your server know so they could bring you something else?". Often, the answer is no. It's then I say to them "Did your server do everything they could for you? Did you get your drinks/refills in a timely manner? Were they friendly and helpful?" Often, the answer is yes.
People. Please understand that your server does not cook your food, nor do they have any control over how long it takes to do so, or what it tastes like when it arrives. If your server has provided you with good, timely, friendly service for the duration of your meal, and your only complaint is that the food was bad, you still need to tip your server! It's one thing if you don't want to pay for the food--that is understandable and something you need to speak to the manager about--but tipping is still necessary. Your server makes $4.00 an hour and just spent at least that long waiting on you. Do not punish them for things that are out of their control. If you do, you're an asshole. Think about it this way: Let's say you work in an office setting. You spend an hour on the phone with a customer who is dissatisfied with one of your company's products. You finally calm them down and offer them a refund on the item, but they are still annoyed and tell you they won't buy your company's products in the future. You hang up, and your boss comes in and tells you that you will not be getting paid for that last hour on your next check. How is that fair?
Another point of contention is coupons. Coupons are great for both businesses and customers. They get customers in the door during slow months and provide people with a good deal. However, your server is doing the same amount of work, whether you paid full-price for your meal or not. Please tip on the amount of the original, un-discounted bill.
Pet Peeve #3
It is 2013. The standard tip amount is 18-20% for good service. 15% is no longer the norm, and anything less than 10% is just insulting. If you are bad at math, use your iphone app or ask the server to add the appropriate amount for you. If you are foreign, I don't care how they do things in your country, you need to buy a USA guidebook and learn the local customs. There is no excuse for not tipping or tipping poorly, unless your server is flat-out rude, mean, or apathetic, in which case you should promptly alert a manager.
Pet Peeve #4
Please don't complain about prices. This is an especially frustrating thing to hear when you work in a small, independently-owned establishment. I've heard people say "I can get this same steak at 'Blah Blah' corporate restaurant down the street for $4.00 less!" Of course you can, because there are 5 different 'Blah Blah' corporate restaurants in this town and they get huge discounts from distributors for ordering in mass quantities. Mom and Pop places know they can't always compete with corporate places on pricing, which is why they typically try to make up for it by offering various specials and incentives, or by making your experience special in some way that 'Blah Blah' can't.
Things cost what they cost and are priced accordingly. If you can't afford to go out to eat, then don't. Yes, you can get a bottle of wine at the liquor store or a steak at the grocery store for 1/3 of what you pay in a restaurant. But remember, we charge more because we are preparing it for you, serving it to you, and washing your dishes/cleaning up for you when you're finished. It's called 'overhead' and it's sort of the whole concept behind restaurants. Anyone who thinks an independent restaurant is "sticking it to them" with prices, then laughing all the way to the bank, is mistaken. Most small establishments, especially in touristy areas where business is seasonal, are one slow week and an unapproved loan away from going out of business altogether. I've seen it happen more than I like.
Pet Peeve #5
Please don't get angry with the hostess/manager because you didn't have the foresight to call ahead when you knew you would be bringing 9 of your closest friends out to dinner at 7:00 on a Saturday night and now you have to wait for a table. We will do what we can to accommodate you, but we're not going to displace people who did make reservations, just because you're hungry NOW.
Finally, and this is a bartending-specific pet peeve, please don't order "double" Long Islands, or "double" Margaritas. These, and similar drinks are already 3/4 alcohol and are prepared in a way to taste like they aren't. When you ask for these to be "doubles", you sound like a douche. If you are hell-bent on getting plastered at dinner, then either keep a flask in your glove box so you can pre-game in the parking lot, or order straight shots on the side. And maybe check out an AA meeting sometime.
I could go on for hours about all the strange and crazy things I encounter working in the food-service industry, but I felt these were some of the most important. If nothing else, I would ask that you show a little compassion for other people who are trying to make a living the best way they know how, just like you are. I'm sure your job has it's sucky moments too and maybe you can tell me about it sometime. :)
