Ask George: I know customers complain a lot, but what are the biggest problems servers have with their guests? John S. St. Louis
Servers get lambasted all the time, but restaurant customers are far from perfect, too. I’m fine with turning the tables and voicing a few of their gripes. I’ll list seven…out of a possible 777.
Time Wasters – Customers who ask the server to recite the two dozen different draft and bottled beer selections, and then order a Bud Light.
“One drinking” the Server – Otherwise known as the “I’ll have one of those, too” syndrome. When diners are in a large group, they often order drinks one at a time, causing unnecessary back and forth trips to the bar, resulting in the server’s other tables having to wait…and get mighty impatient—as well as thirsty--themselves.
Over-Modification of Dishes – Servers understand and respect food allergies and the omission of an item, but when the customer in effect recreates a dish via multiple substitutions, it causes problems all around—in the communication and production of it, and then with the guest’s ultimate satisfaction—or dissatisfaction--with the dish. The real rub: if entitled customers were to tip as well as their persnicketiness suggests they should, servers wouldn't get so upset about it. The most demanding customers are usually the poorest tippers and servers know it. Special orders do upset them—and justifiably so.
Kids Running Free—Why this happens, no one in the restaurant business knows. Parents absolutely know that unruly kids are a nuisance and a danger to themselves, other staffers, and other guests, and should know that restaurants should be used as a training ground for how kids should behave in public, not the other way around.
Not Reading the Menu—A customer orders something and sends the item back because it contains something clearly stated on the menu, but undesirable. The customer must choose a new item and the kitchen has to prepare it, all of which takes time and upsets the flow of the table, which many times is taken out on the server in the form of a lesser tip and/or costs the server an extra table turn.
Ordering While on the Phone –You know this person: it’s the same one who yaks his/her way through the entire checkout process at Schnucks. Either way, the priorities are clear: the customer does not respect the person providing the service (see below) and in this case, unless that cell phone gets put into a pocket immediately, they can expect a similar “meh” attitude from the server. Note that the entitleds are the first to criticize poor service—once they get off the phone, of course—and inevitably the same folks who refuse to move their cell phone out of the way when the server arrives with two armfuls of hot food.
Customers Being Condescending and Downright Rude – Fortunately, they are one or two in 100, but they stay with you. In the past, our goal as managers/owners was to instruct servers to “kill them with kindness”—and on our table passes we would do the same. Most times, we’d get them to come around. Nothing made us happier than when a server would smile and say, “I cracked ‘em, boss--they’re actually being nice.” And even if they never cracked, the server would go home having taken the high road, knowing they’d done the right thing, and vowing never to be that person.
Should “Incessant Picture Taking” have made the list? That’s a question for another Ask George.
