One Hundred Things Restaurant Staffers Should Never Do

[jeff]

http://boss.blogs.nytimes.com/2009/1...o-part-one/?em

I'm not all excited about every single one of these, but in general, yeah - these are good rules.

Read the comments too - lots of controversy here!

[Gav]

Do you guys really have problems with stuff like this?

[JackOfHearts]

Well... About a week ago, I was out to dinner with family when the waiter came right up behind us and clapped his hand on my shoulder as he introduced himself. That was more than a little off putting. Even moreso was the way he leaned over me as he took the orders. He stopped once I traded seats with my aunt. I didn't bother leaving a tip.

[Gav]

The US has such a good rep for customer service that I am genuinely surprised. I've not seen more than a handful of the things that are listed on that article over here.

[TBean]

Do you guys really have problems with stuff like this?

Yes. As stand-alone issues most of these things can be ignored and you can have a enjoyable meal. However if your server does a bunch of these things over the course of a meal it can, and will, negatively impact how you feel about your experience - no matter how good the food. I've had bad service mar what should have been excellent meals.

Do I expect this kind of service at a pub or a chain restaurant - not really. But there are plenty of mid-level or better restaurants that I go to that can, and should, aspire to have their waitstaff reach this level of professional service. I certainly expect it on the special occasions that I go to very high-end restaurants.

[Gav]

It's not that I've never experienced bad service, far from it, it's just that from that list I can only think of a handful of them (e.g. waiters banging into chairs) that I can think I've seen here - and your reputation is so much better for service than ours. All the stuff about touching customers and running your hands over the lips of glasses or bottles is bizarre.

One of my top complaints - and as far as I know it came here from the US - is someone coming back to the table to ask if everything is ok. If everything wasn't ok I would be asking for attention. So don't bother me while I eat.

That, and microwaving apple pie. Who microwaves apple pie? That's not just a culinary disaster it's downright rude.

[jeff]

Some of the items really don't bother me. A waiter who says "My name is X and I'll be your server" isn't a problem. A waiter saying "My favorites are / I recommend the ..." might be useful: the house staff tastes things and a good waiter may point you to something that is a really good meal.

On the other hand, that may be a scripted statement to drive the customers to high-margin meals or to stuff that the house is trying real hard to get rid of. I don't necessarily mind them "hustling the lobsters" if they have reason to believe their customer wants to get the last ones.

I don't like "Great choice", as if they're giving you their seal of approval or just part of sucking up for a tip (I think a big difference here is that tips are a bigger part of the wait staff's income and usually NOT automatically put on the tab as a service charge. Tipping is more discretionary here, so more theatrics...)

Some of the comments really apply to "fine dining" and are irrelevant for a casual meal. But nobody wants to be kept waiting or sent to a table in Siberia, regardless of the restaurant.

[MyrddinsPrecint]

My boyfriend and I went out to eat for dinner at a place we usually go for dim sum. There were only a few other tables filled, so we were the only table our particular waitress was responsible for. Before we'd even received our food, she had moved our plates around for us, and several times had taken my boyfriend's water glass from where he put it and put it somewhere else farther away. I joked, at one point, that soon she'd be taking it out of his hand and moving it...... and shortly after, while it was in his hand, she came over to fill it. And then placed it far away from him.

She crowned the evening by stepping on his foot while giving us the check.

We will, in the future, only go there for dim sum, when they're far too busy to move our water glasses for us.

[Gav]

There are two restaurants I've been to where the service is so appalling it's legendary - and yet I would go back because the food is just so damn good. Oddly enough they are both Chinese places. One has closed down (Chinese Home Cooking here in Edinburgh - more anon) and the other is in Chinatown in London (it's poor service is legendary but it's truly amazing food).

Chinese Home Cooking was one of our favourite post-fence chinese places. The food was excellent. The place looked like it hadn't been done up since circa 1971 and the service was... variable. We used to joke that we always got served by the one-eyed peg leg midget. She was the owner's wife, frequently grumpy and couldn't pour a beer. But the food... Oh happy days. Chinese Home Cooking how I miss you!

[Fencergrl]

I consider myself to be picky when it comes to service and I agree with Jeff that some of those items are not real issues. For instance, my hubby loves lobster, prime rib and roast lamb. He would want to know if they were almost out of those specials.

I often ask for the staff's opinion of certain dishes and consider it bad service not knowing the products you sell. Even if you haven't eaten it yourself, at least give me some feedback... is it spicy? etc..

[TBean]

I often ask for the staff's opinion of certain dishes and consider it bad service not knowing the products you sell. Even if you haven't eaten it yourself, at least give me some feedback... is it spicy? etc..

It is one thing to solicit the opinion or ask for clarification - I don't particularly want unsolicited opinions on the food.

I will ask for another glass of water or another wine glass if my server handles it by the rim, and that has happened. And if you are going to take a job at "bring your own bottle" restaurant, it is best to take some time and practice opening a bottle of wine.

[jeff]

Chinese restaurants and service seems to be a theme...

I had one memorable incident the first time I went to a Szechuan place. They had dumplings on the menu. "dumplings in hot red oil. I wonder what that means". I love dumplings, and was mostly familiar with the mild-seasoned Cantonese style. Ordered the dumplings, bit into it and the spice darned near took my head off! The waiters were laughing at me behind their hands, but in this one case I guess I had it coming.

[Gav]

Chinese restaurants and service seems to be a theme...

I had one memorable incident the first time I went to a Szechuan place. They had dumplings on the menu. "dumplings in hot red oil. I wonder what that means". I love dumplings, and was mostly familiar with the mild-seasoned Cantonese style. Ordered the dumplings, bit into it and the spice darned near took my head off! The waiters were laughing at me behind their hands, but in this one case I guess I had it coming.

If you're ever in Edinburgh I'll take you to Chop Chop. It's one of those places that's a little tatty. It's quite cheap and I am reliably told it's pretty close to real chinese food (without the craziness). Lots of dim sum. One of their best dishes is "trout in hot sauce". It's a thing of tasty beauty.

[I_luv_saber]

These rules are waaaaaay too rigid.

A good customer service person (regardless of whether it's hospitality, restuarant, or what have you) can assess a person or group and change tone accordingly. Part of that is talent, part of that is a learned skill.

A good example is shuttle service. Many people like to converse during the ride because they feel silence is uncomfortable. Other people really don't want to be bothered. It's your job to give an opening, assess, and move on from there. A good method is usually starting with a simple "How are you today?", and make a call from there whether to strike further conversation or leave them alone. This, to me, is good service.

Many of these items (such as never say "No Problem") are over the top. Sure, you want to start as professional as possible - but for some people, being that rigidly professional is extremely off-putting (it is to me, anyway). Start with your most formal side, then judge from there if the customer would be more comfortable with you being more casual.

I agree with the basic rules (Don't touch the rim of glasses, etc), but the rules on customer service, while being a decent rule of thumb to start with, are far too rigid. Good customer service is flexible and caters to the CUSTOMER, not to pomp and circumstance.

[Purple Fencer]

These rules are waaaaaay too rigid.

A good customer service person (regardless of whether it's hospitality, restuarant, or what have you) can assess a person or group and change tone accordingly. Part of that is talent, part of that is a learned skill.

A good example is shuttle service. Many people like to converse during the ride because they feel silence is uncomfortable. Other people really don't want to be bothered. It's your job to give an opening, assess, and move on from there. A good method is usually starting with a simple "How are you today?", and make a call from there whether to strike further conversation or leave them alone. This, to me, is good service.

Many of these items (such as never say "No Problem") are over the top. Sure, you want to start as professional as possible - but for some people, being that rigidly professional is extremely off-putting (it is to me, anyway). Start with your most formal side, then judge from there if the customer would be more comfortable with you being more casual.

I agree with the basic rules (Don't touch the rim of glasses, etc), but the rules on customer service, while being a decent rule of thumb to start with, are far too rigid. Good customer service is flexible and caters to the CUSTOMER, not to pomp and circumstance.

Exactly....I was service from a human being, not a robot. And it doesn't matter if it's at Dennys or a 5-star upscale place.

[jeff]

Second half of the list: http://boss.blogs.nytimes.com/2009/1...-do-part-2/?em

[Purple Fencer]

"93. Do not play brass — no brassy Broadway songs, brass bands, marching bands, or big bands that feature brass, except a muted flugelhorn."

That's a bit too strict....I'll agree that playing a modern drum corps show might be inappropriate, but if you want an upbeat, happy atmosphere, what's wrong with some Glenn Miller or the like??

[D'Art]

I have to say I'd get rid of a fair percentage of those rules straight away, and also question whether or not you lot are allowed to have/use common sense at all

[Gav]

"93. Do not play brass — no brassy Broadway songs, brass bands, marching bands, or big bands that feature brass, except a muted flugelhorn."

That's a bit too strict....I'll agree that playing a modern drum corps show might be inappropriate, but if you want an upbeat, happy atmosphere, what's wrong with some Glenn Miller or the like??

There used to be a Jazz place in Edinburgh that did some good food. I used to eat occasionally when I was a student.

I've come to the opinion the that the author of these pieces is a douchebag*.

* What a great americanism!

[JacoKierkegaard]

I like the list. It's solid advice, definitely more applicable to a nice restaurant than to something like a TGI Friday's, but still all good stuff for setting a more professional tone among the staff.