There are times when I really don’t know why people complain about restaurants. Yes, food can come out wrong. Yes, sometimes things could be a little cleaner or a little faster. What I do not understand is when it is the wait staff and management that is complained about.
Being in food service, I have both a higher standard and a lower standard for dealing with others in the food service industry. I expect about one out of five orders I place will come back wrong, but that is because I am a subber. I know what I like and will add, sub, change and rearrange what I order until I get what I want. There are also allergies involved, but I do not press the issue, unless I have to. When I get an order I try to check it before I start eating. Most of the time, if there is a problem, it will be minor, like the onion straws not being on my burger. Easily fixed. If it is further into the meal and I find a problem, like the center of my ravioli are still frozen, I get the waitstaff’s attention immediately.
It is not a matter of getting what I want at that point, it is basic safety. I do not want to deal with something that might be hiding in something undercooked, unless I specifically order something I know runs a risk. Most of the time, I am calm, do not accuse, just point out and ask for it to be remedied. About 90% of the time, that is all I need to do to get the meal I had ordered fixed to my satisfaction.
Being polite is the first thing to do, in any circumstance. Most restaurants, regardless of their Michelan rating, will try to make you happy so you come back again. The old adage still holds true, if you like what you had, tell your friends but if you have a problem, tell us! Don’t be afraid to say something, but be polite.
Some words and phrases you may want to keep in mind are:
Fire that- if you are in a rush, ask to have everything fired at the same time or to have the entree fired as soon as you get your starter. To fire something is to start it. Be aware that you may only be halfway through your salad when you get your entree. If you wish to take longer, ask to delay the fire on the ticket.
Monkey dish – not every place will know what you are asking for, but the monkey dish is the little sauce cup or small side plate for ketchup or other things. These are good for sharing sauces, or for when you want a small side of something.
Sub- to substitute. Repeat the sub when you make it to make sure the wait staff knows it is a sub. “Sub the Ciabatta bread for the Sourdough.”
Add- to add something. Repeat it back to make sure they know it is an add, and if you want it in the dish or on the side. “Add Bacon.”
Bar rag- most waitstaff will understand what you are asking for if you ask for a bar rag if you need to clean something. It is the toweling they use to clean the tables and, wait for it, bar. They will most likely not let you touch the rag, and clean for you.
The way you talk to everyone, even the bussers, will make your customer service experience in any restaurant much better. You may also get some comps along the way.
Chef Rena