Ask George: When a server or manager inquires how (or whether) guests are enjoying their meal, what kind of answer is expected? Billy B., St. Louis
“Table touches,” as they’re called in the trade, are imperative, and most restaurants have specific parameters regarding their timing and frequency. But is the house merely looking for ‘umm-good’ smile and a thumbs-up…or a more detailed answer?
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Generally, restaurants of repute will have a chef or manager pay a visit at least once during a meal. Both are looking for detailed feedback but rarely get it. Most diners just smile and nod, regardless of satisfaction. (And while many industry folk advocate speaking up immediately if there’s any kind of issue, I’ve long suggested contacting the restaurant the next day so as not to buzzkill the party, unless the offense must be dealt with at the time.)
Most restaurants put the server in charge of customer satisfaction. Since their gratuities depend on it, they’re motivated to please the customer. Most will assess the situation using visual cues (Is the diner devouring the plate or picking at it?) and a good server has either learned (or been taught) the nuances of facial expressions and knows the proper time to approach the table. The server should always check back on an item they recommended to the guest or on an item about which the guest was uncertain.
Most managers will check in twice, sometimes before any food arrives, or to recognize an occasion, or between courses, but always with the entree, as that course carries the most weight, for either a compliment or a complaint.
Brant Baldanza, partner at the OG Hospitality Group (The Tavern, Shack, Corner Pub & Grill), says it’s more of a two-step process at his family of restaurants. “We call it a ‘two bite check’,” he says. “After the guests receive their food, we ask how does everything taste? almost immediately after they dig in. If the response is anything less than positive, like “it’s ok” or “it’s alright,” the manager will swing by just to make sure, but not be too intrusive. If any server sees half the meal not eaten with no request for to-go box, that is a red flag and the manager stops by to make sure we didn’t miss the mark.”
Jim Fiala, chef and owner of The Crossing in Clayton (as well as Acero in Maplewood), works the dining room acting as sommelier, manager, and chef. “I typically go out to the table either when guests are looking at a wine list or at the menu so I can offer suggestions,” he says. “Then at the very least, I’ll return toward the end of the meal to see how everything was.
“If the response was ‘fine’ or ‘good’ and not ecstatic,” he continues, “I may do some more digging. If I gauge any dissatisfaction—which there may or may not have been—I can then do something about it. It’s interesting that I get more passionate responses about the food when I appear at the table wearing my chef’s coat, so depending on exactly what feedback I’m looking for, I may or may not wear it.”
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