I absolutely love going out to eat, whether its breakfast, lunch, or dinner I am always up to try a new restaurant. After being in the food and beverage industry the past few years I definitely have a good sense of how restaurants work. I’m a pretty understanding customer when anything goes wrong such as late food, slow service (on a busy day), and any other common problems that happen. What I refuse to accept are waiters, waitresses, managers, bartenders, etc. that are downright rude.
The hospitality business is meant to make customers feel welcome so they can enjoy themselves wherever they chose to dine, meaning employees of these businesses are meant to be hospitable in every way possible. Recently I dined out at a pretty high end steak house with my family. When we walked in the place was packed, and after greeting us with a straight face, the hostess immediately asked if we had a reservation. After answering that we did, (still no smile from her) she pounced back with, “well…um… what exactly is the name under?” I couldn’t believe it; could she have been more unfriendly? Here me and my family are, about to spend a large amount of money at this reputable restaurant, and we already don’t feel welcomed the first minute being there.
After being seated, our waiter appeared instantly, buzzing through all the special entrées of the evening before I even had time to order a diet coke. Between courses I noticed the waiter becoming even pushier, not only did he try to take away my half eaten salad without my permission, but he stood next to our table throughout the course of the night. He couldn’t have rushed us out more if he tried!
I understand that some prosperous restaurants choose to use fast pace service as a way of getting tables in and out, so new customers can be seated, but I don’t agree that this is the best method of having returning business. I would not expect high end steak houses such as the one I went to, to feel the need to rush their customers out, especially when they are dropping crazy money on dishes that cost up to sixty-five dollars! Now when I think of this particular place, I would never recommend it to anyone who wants to spend an enjoyable evening out with family or friends. I don’t care how scrumptious the filet mignon is, if I have to feel pressured to hurry up and get through my meal, you can be damn sure that will be my last one there.
Everyone can agree, the whole dining experience isn’t just about how delicious the food tastes, because if the service is intimidating and uncomfortable, how are you suppose to thoroughly enjoy yourself, never mind the entrée!
Did you provide verbal feedback to the waiter about your discomfort? Did you leave a small tip? After you paid the bill, did you stop and ask to speak to the manager, and then describe your unhappiness with the rushed nature of the service?
ReplyDeleteIt's not too late; you can still call them up and tell them...
I completely agree with you here, Sunshine25. I am a waitress at Bertucci's (not as upscale as the restaurant you describe but still a nice place) and I see my coworkers doing this all the time to customers, and I'm shocked by it. I understand that if tables get in and out quicker you can serve a greater number of customers and therefore increase your sales and tips, but not at the expense of the experience of dining. My approach is to be as hospitable, nice, and welcoming as possible so to make up for less tables, the ones that I do have that stay longer will (hopefully) recognize my nice service and tip me better. In the long run I'm probably not making as much money as those waitresses that rush people and get more tables. But not only is the customer happier but I end up being way more relaxed and in a better mood than those waitresses running around like chickens with their heads cut off! Not to mention that if you take it slow there's far less of a chance of getting order wrong or forgetting things. The hospitality business is tricky, for people on both ends, servers and customers. And in this economy it will most likely only get worse. In the meantime, there's always takeout!
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