November 11th, 2009
Soon-to-be restaurateur Bruce Buschel wrote an awesome post on the New York Times small business blog last week, listing 100 DONT’S of restaurant service. It’s essentially a list of rules for his new waitstaff to live by. He certainly pissed some people off in doing so, but there is some truth to his list. Of course these rules should only be applied at the finest of restaurants. It’s understood for me at least, that at a casual restaurant I won’t get offended if my conversation is interrupted by a waitress who wants to take my order. But when you’re paying top-dollar for a meal, the service should correspond to the price tag.
At these meals, sometimes I do feel like I have a little empty checklist of this sort in my head. If my friends’ plates are cleared before I’m finished (check!), if a waiter is hokey and talks too much (check!), if I have to request a water refill (check!), so I was delighted to see this list. Sometimes I’m alone in my gripes. I recognize that I’m more picky about service than other people, but I bet everyone has their own points of kvetching.
Here are some of my favorites from his list:
3. Never refuse to seat three guests because a fourth has not yet arrived.
4. If a table is not ready within a reasonable length of time, offer a free drink and/or amuse-bouche. The guests may be tired and hungry and thirsty, and they did everything right.
6. Do not lead the witness with, “Bottled water or just tap?” Both are fine. Remain neutral.
15. Never say “I don’t know” to any question without following with, “I’ll find out.”
17. Do not take an empty plate from one guest while others are still eating the same course. Wait, wait, wait.
18. Know before approaching a table who has ordered what. Do not ask, “Who’s having the shrimp?”
39. Do not call a woman “lady.”
41. Saying, “No problem” is a problem. It has a tone of insincerity or sarcasm. “My pleasure” or “You’re welcome” will do.
48. Do not ask what someone is eating or drinking when they ask for more; remember or consult the order.
50. Do not turn on the charm when it’s tip time. Be consistent throughout.
51. If there is a service charge, alert your guests when you present the bill. It’s not a secret or a trick.
54. If there is a prix fixe, let guests know about it. Do not force anyone to ask for the “special” menu.
55. Do not serve an amuse-bouche without detailing the ingredients. Allergies are a serious matter; peanut oil can kill. (This would also be a good time to ask if anyone has any allergies.)
56. Do not ignore a table because it is not your table. Stop, look, listen, lend a hand. (Whether tips are pooled or not.)
60. Bring all the appetizers at the same time, or do not bring the appetizers. Same with entrees and desserts.
62. Do not fill the water glass every two minutes, or after each sip. You’ll make people nervous.
62(a). Do not let a glass sit empty for too long.
64. Specials, spoken and printed, should always have prices.
65. Always remove used silverware and replace it with new.
72. Do not serve salad on a freezing cold plate; it usually advertises the fact that it has not been freshly prepared.
75. Do not ask if someone is finished when others are still eating that course.
76. Do not ask if a guest is finished the very second the guest is finished. Let guests digest, savor, reflect.
77. Do not disappear.
78. Do not ask, “Are you still working on that?” Dining is not work — until questions like this are asked.
85. Never bring a check until someone asks for it. Then give it to the person who asked for it.
88. Do not ask if a guest needs change. Just bring the change.
95. Never hover long enough to make people feel they are being watched or hurried, especially when they are figuring out the tip or signing for the check.
You can check out the full list here, and here
What bugs you about restaurant service?
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LOVE LOVE LOVE this post!!!
Thanks Suzee! What are your biggest gripes?
2 of the ones that get me no matter how casual the place may be.
78. Do not ask, “Are you still working on that?” Dining is not work — until questions like this are asked.
88. Do not ask if a guest needs change. Just bring the change.
Yes, I might be in a diner at 2am but I am not a horse working on my feedbag and yes I want I want my change, so I can change your tip!
:-)
-Robbin
Haha, those are great ones Robbin.
I think if you have never worked in a resturant you have no right to post anything here :) Rich people are silly
Thanks for your comment David, but I have worked in a couple of restaurants before.
just being a critic, you should always be aware of the other side. Thats all