Comments on: Service 101: Restaurants Are Not Picnic Tables http://www.foodwoolf.com/2010/01/restaurant-servicegetting-bad-good-service.html Service expert, customer service training, restaurant insights Mon, 06 Feb 2012 21:19:40 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Service 101: Waiting tables IS an Honorable Profession http://www.foodwoolf.com/2010/01/restaurant-servicegetting-bad-good-service.html#comment-2911 Service 101: Waiting tables IS an Honorable Profession Sun, 17 Apr 2011 19:59:09 +0000 http://foodwoolf.com/?p=1141#comment-2911 [...] Service 101: Restaurants Are Not Picnic Tables [...] [...] Service 101: Restaurants Are Not Picnic Tables [...]

]]> By: Service 101: Energy Crisis in America http://www.foodwoolf.com/2010/01/restaurant-servicegetting-bad-good-service.html#comment-1899 Service 101: Energy Crisis in America Wed, 08 Dec 2010 06:01:48 +0000 http://foodwoolf.com/?p=1141#comment-1899 [...] Service 101: Restaurants Are Not Picnic Tables [...] [...] Service 101: Restaurants Are Not Picnic Tables [...]

]]> By: Service 101: A Brief History of Tipping http://www.foodwoolf.com/2010/01/restaurant-servicegetting-bad-good-service.html#comment-1626 Service 101: A Brief History of Tipping Sun, 14 Nov 2010 17:32:14 +0000 http://foodwoolf.com/?p=1141#comment-1626 [...] Service 101: Restaurants Are Not Picnic Tables [...] [...] Service 101: Restaurants Are Not Picnic Tables [...]

]]> By: Service 101: Finding My Mecca http://www.foodwoolf.com/2010/01/restaurant-servicegetting-bad-good-service.html#comment-1552 Service 101: Finding My Mecca Mon, 08 Nov 2010 16:50:00 +0000 http://foodwoolf.com/?p=1141#comment-1552 [...] Service 101: Restaurants Are Not Picnic Tables [...] [...] Service 101: Restaurants Are Not Picnic Tables [...]

]]> By: Service 101: On Getting Great Service http://www.foodwoolf.com/2010/01/restaurant-servicegetting-bad-good-service.html#comment-1542 Service 101: On Getting Great Service Mon, 01 Nov 2010 20:36:22 +0000 http://foodwoolf.com/?p=1141#comment-1542 [...] Service 101: Restaurants Are Not Picnic Tables [...] [...] Service 101: Restaurants Are Not Picnic Tables [...]

]]> By: Richard http://www.foodwoolf.com/2010/01/restaurant-servicegetting-bad-good-service.html#comment-826 Richard Sat, 20 Feb 2010 19:48:09 +0000 http://foodwoolf.com/?p=1141#comment-826 Hi Brooke, How about requiring patrons to sign an "informed consent" agreement upon entering the restaurant door, including blank spaces for staff to write in details of the customer's treatment plan. ;0) Hi Brooke,
How about requiring patrons to sign an “informed consent” agreement upon entering the restaurant door, including blank spaces for staff to write in details of the customer’s treatment plan. ;0)

]]> By: Food Woolf http://www.foodwoolf.com/2010/01/restaurant-servicegetting-bad-good-service.html#comment-825 Food Woolf Thu, 18 Feb 2010 01:12:08 +0000 http://foodwoolf.com/?p=1141#comment-825 There's a joke that we restaurant people like to tell each other that goes something like this: tell the guest about time constraints and arrival times all you want. The minute the conversation is over, however, all that you have said will be forgotten. The (not so) funny thing is, that this joke always seems to come true. Many diners refuse to believe that restaurants are a business and treat them as a public service. There’s a joke that we restaurant people like to tell each other that goes something like this: tell the guest about time constraints and arrival times all you want. The minute the conversation is over, however, all that you have said will be forgotten. The (not so) funny thing is, that this joke always seems to come true. Many diners refuse to believe that restaurants are a business and treat them as a public service.

]]> By: mattatouille http://www.foodwoolf.com/2010/01/restaurant-servicegetting-bad-good-service.html#comment-824 mattatouille Thu, 18 Feb 2010 01:05:57 +0000 http://foodwoolf.com/?p=1141#comment-824 Brooke, great piece. I think diners in this city just don't understand the ethics of making reservations and enjoying dinner at a place. There has to be a mutual appreciation by the FOH staff and diners, both need each other. I think as the restaurant-going culture in LA develops, people will see that dynamic, but since we're still a relatively "young" city in that sense (unlike perhaps SF or NY), then we end up with idiots like the one you mentioned in your post. Personally though, I would've tried to call him ahead of time to confirm the reservation (you might've already done this), and let him know that the table will be held for 15 minutes and to call if they are running late. If I'm even one minute late, I will call a restaurant to let them know, and if I know I'll be more than 15-20 minutes late, I will call the restaurant with the understanding that my table may not be available, and settle for the bar or perhaps another restaurant for that evening. Brooke, great piece. I think diners in this city just don’t understand the ethics of making reservations and enjoying dinner at a place. There has to be a mutual appreciation by the FOH staff and diners, both need each other. I think as the restaurant-going culture in LA develops, people will see that dynamic, but since we’re still a relatively “young” city in that sense (unlike perhaps SF or NY), then we end up with idiots like the one you mentioned in your post. Personally though, I would’ve tried to call him ahead of time to confirm the reservation (you might’ve already done this), and let him know that the table will be held for 15 minutes and to call if they are running late. If I’m even one minute late, I will call a restaurant to let them know, and if I know I’ll be more than 15-20 minutes late, I will call the restaurant with the understanding that my table may not be available, and settle for the bar or perhaps another restaurant for that evening.

]]> By: FoodWoolf http://www.foodwoolf.com/2010/01/restaurant-servicegetting-bad-good-service.html#comment-823 FoodWoolf Thu, 14 Jan 2010 18:51:21 +0000 http://foodwoolf.com/?p=1141#comment-823 Gib, The thing I recently learned about European restaurants is that part of the service protocol is to never drop a check unless asked. In Europe, it's considered rude to drop a check at the end of the meal. Since I work at an Italian restaurant, we hold the same policy--which often leads to a lot of misunderstandings. For this reason, I tend to carry a diner's check with me near the end of their meal so that I can read the guest for the International Sign of "I'm ready for the check." Thank you for your comment. You're absolutely right about how important it is to place a phone call to a restaurant to let them know about being late for your reservation. That way, you put the power back into the hands of the restaurant to move things around. Gib,
The thing I recently learned about European restaurants is that part of the service protocol is to never drop a check unless asked. In Europe, it’s considered rude to drop a check at the end of the meal. Since I work at an Italian restaurant, we hold the same policy–which often leads to a lot of misunderstandings. For this reason, I tend to carry a diner’s check with me near the end of their meal so that I can read the guest for the International Sign of “I’m ready for the check.”

Thank you for your comment. You’re absolutely right about how important it is to place a phone call to a restaurant to let them know about being late for your reservation. That way, you put the power back into the hands of the restaurant to move things around.

]]> By: teleburst http://www.foodwoolf.com/2010/01/restaurant-servicegetting-bad-good-service.html#comment-822 teleburst Thu, 14 Jan 2010 09:21:00 +0000 http://foodwoolf.com/?p=1141#comment-822 @Angela: A couple of things: As heartless and "uncustomer service like" as it sounds, you WERE "less than". "Less than" than those who had the foresight to make a reservation in a popular restaurant on a Saturday night (even if you came in at 5:30). How do I know that it's popular? Because the restaurant was likely full by 7 - 7:30 with every table already reserved. Because they were loath to seat you in the dining room. Because they were overcautious in giving away a table that had been promised to another. The thing is, the restaurant had probably been burned in the past by the very thing outlined in the article, i.e. "We'll eat in an hour and you can have your table back" only to have people overstay their welcome because, "What are they going to do, kick us out"? People get very possessive of their table once they've been sat, especially in a popular restaurant. How do you think you'd feel if you had made a 6:30 reservation and your table wasn't available because someone who hadn't bothered to make a reservation had decided that their coffee and "catching up" was more important? Also, if you like the restaurant and it's a quality place, who are you really hurting by withholding your patronage? Sure, restaurants need every patron that they can get their hands on these days. But diners need every quality restaurant as well.. And a restaurant loses you, one out of thousands of guests, but you've "lost" one of a few quality restaurants that you might actually like. It seems like you're cutting off your nose to spite your face (as my mom used to say). Having said all of that, surely the restaurant could have found a better solution. Perhaps your quiet acquiensence made them think that they had INDEED found an equitable solution. But they'll never know, will they? They'll never know the pleasure of serving you, but you'll never again know the pleasure of their food, now will you? So who loses the most? There are certain restaurants that really require reservations, espeically non-chains. Sometimes they can accomodate walk-ins, but Saturday night is problematic for many. That's prime time (even at 5:30 with the first reservations at 6:00 - 7:00 pm) and it's risky to alienate their reserved guests. After all, we're not talking about Chili's, are we? You should really give them a second chance and when you do, simply make a reservation, that is, if you liked the food. Don't let YOUR failure to take care of business blind you to the possibility of a great meal. If you think you're hurting them greatly by your non-presence, think again. There's a reason why they were booked up. You're hurting yourself far more by depriving yourself of their cuisine than they are suffering from your non-attendance. Why not have the last laugh and make them serve you? Just do it the right way so that it's a win-win. Don't go in with a chip on your shoulder. "So You Want To Be A Waiter" blog @Angela:
A couple of things:

As heartless and “uncustomer service like” as it sounds, you WERE “less than”. “Less than” than those who had the foresight to make a reservation in a popular restaurant on a Saturday night (even if you came in at 5:30). How do I know that it’s popular? Because the restaurant was likely full by 7 – 7:30 with every table already reserved. Because they were loath to seat you in the dining room. Because they were overcautious in giving away a table that had been promised to another. The thing is, the restaurant had probably been burned in the past by the very thing outlined in the article, i.e. “We’ll eat in an hour and you can have your table back” only to have people overstay their welcome because, “What are they going to do, kick us out”? People get very possessive of their table once they’ve been sat, especially in a popular restaurant. How do you think you’d feel if you had made a 6:30 reservation and your table wasn’t available because someone who hadn’t bothered to make a reservation had decided that their coffee and “catching up” was more important?

Also, if you like the restaurant and it’s a quality place, who are you really hurting by withholding your patronage? Sure, restaurants need every patron that they can get their hands on these days. But diners need every quality restaurant as well.. And a restaurant loses you, one out of thousands of guests, but you’ve “lost” one of a few quality restaurants that you might actually like. It seems like you’re cutting off your nose to spite your face (as my mom used to say).

Having said all of that, surely the restaurant could have found a better solution. Perhaps your quiet acquiensence made them think that they had INDEED found an equitable solution. But they’ll never know, will they? They’ll never know the pleasure of serving you, but you’ll never again know the pleasure of their food, now will you? So who loses the most?

There are certain restaurants that really require reservations, espeically non-chains. Sometimes they can accomodate walk-ins, but Saturday night is problematic for many. That’s prime time (even at 5:30 with the first reservations at 6:00 – 7:00 pm) and it’s risky to alienate their reserved guests. After all, we’re not talking about Chili’s, are we?

You should really give them a second chance and when you do, simply make a reservation, that is, if you liked the food. Don’t let YOUR failure to take care of business blind you to the possibility of a great meal. If you think you’re hurting them greatly by your non-presence, think again. There’s a reason why they were booked up. You’re hurting yourself far more by depriving yourself of their cuisine than they are suffering from your non-attendance. Why not have the last laugh and make them serve you? Just do it the right way so that it’s a win-win. Don’t go in with a chip on your shoulder.

“So You Want To Be A Waiter” blog

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