And it usually begins the moment you walk in to the restaurant. You are greeted (sometimes!) and seated, you get a menu, and then the fun begins. Will your server bring you water and bread? Do you see your server? How long have you been waiting before your server comes over to say hello? How many people do I have to say hello to before I get something to EAT???
It happens all the time. Sometimes without a glitch, and you pay the check, leaving a handsome tip, and all the way home you are thinking, what great food, what great SERVICE! Or...the food was great, the service, well, not so much. Or...the food was ok, the service was GREAT, or, you get it. A myriad of things can happen. That's why I started this thing. I've been increasingly underwhelmed with customer service in restaurants these days. And I should know, because I work in the business. I have managed some great waitstaffs, and I have managed out some terrible waiters. Restaurants these days seem to live and die by the menu. If the food is good, they'll eat it, pay for it, and come back for more. What about the service? Too many operators don't take the time to properly train their staff to provide not just good, but great service. And that's a shame, especially when you go out and spend over $100 not including tax and tip on dinner for two. Dining out shouldn't just be about not having to cook at home. It should be about the total experience, eating good food you wouldn't normally cook at home, and being waited on in an unobtrusive, comfortable atmosphere. I've heard it from my friends and family over the years, and I've heard the same things standing in line waiting for a table at the "hot" restaurant: why do they do this like that? well, there's a free table, why can't we sit down? how come it takes so long to get my food? I only asked for water! Where's my waiter? YES! I have heard almost all of them. Maybe you have one that stumps you. Maybe you have a question on your mind, about your recent visit to a restaurant that made you so angry, OR, you have a comment about getting GREAT service. I want to hear them all. The good, bad and ugly. I'll reply to your comments. I'll give you my objective, professional take on how the restaurant could have better handled things. That's what I want here. That's the view, from my table.
2 comments:
OK, so I order something. It takes a while. Everyone is served at the same time and mine is the only one that is cold. I don't want to send it back because I am afraid the waiter will think I am annoying. I also think that then it will be overcooked. Maybe this is an issue from my childhood when my Mother used to send back the Challah French Toast because it was soggy in the middle. The waitress would always let out a deep sigh!
I thought those heat lamps were supposed to keep everything warm! What's up?
Hi Suzanne,
Two things first: one, was this your favorite greasy spoon where the food is great with the same hash slinging waiters hanging around for years? if so, then they should cook your food to order again, no sighs allowed. Or two, this really sounds to me like the food was fired in the kitchen too early.
Restaurant kitchens should be trained to properly time the food preparation so all of the meals on one order come out at the same time with minimal holding time "in the window" as they say. Heat lamps are really no longer in use, unless it's a diner or a fast food joint.
And don't worry about the sigh! A nice smile along with "excuse me waiter, but, my food is cold" will get any waiter to respond. If the meal goes south from there, I would ask to speak to the manager. They should get you the meal cooked fresh, not reheated, and it should be complimentary. Or at least, buy you a dessert or a drink. If they sigh, or if the food comes back overcooked, even after you've spoken with the manager, then the ownership of that establishment might not really care. And unless it's a great spot, I wouldn't go back. Funny thing about the french toast, my mom would have done the same thing. Thanks for your comment! -the General Manager
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