Waitress Tips and Difficult Customers
Etiquette and Conflicts in the Restaurant Business
Oct 3, 2009
No restaurant customer wants to be rushed out the door the minute he finishes chewing. Yet many waiters and waitresses continue to herd diners like so many heads of cattle. There is a fine line between serving many people to make more money and being downright rude to people who want to relax over dinner. When customers recognize the viewpoint of restaurant staff, they are better equipped to negotiate good service without becoming a financial drain for the restaurant and waitress.
Waitress Job Description
Most restaurants are divided into sections. Each table has a number. So, if there are 21 tables in the restaurant and three waitresses, then there are three sections, one for each waitress. One waitress will serve tables 1 - 7, one waitress tables 8 - 14, and one waitress tables 15 - 21.
Waitresses are landlords, and their tables are real estate for which customers pay rent. The tip is the rent. More tenants means more rent.
Good Restaurant Customers / Bad Restaurant Customers
Nice dinner patrons recognize that while they have the "right" to sit for a long time, they are entering into a business relationship not only with the restaurant, but with the waitress.
- Pay rent. Customers who don't order much but stay at the table through an entire shift talking should pay more than 20% on their bill.
- If the restaurant is busy, recognize that they need the table to feed more people. Enjoy the meal, but do not linger afterward.
- If the restaurant has empty tables, it is not unreasonable to hang out longer.
Difficult customer behavior includes:
- "Camping." People who never leave are called "campers."
- People who camp during busy shifts are difficult customers.
- Groups of people who take up a table for a long time but order very little food are costing the restaurant money.
The restaurant is a business, and it thrives by serving people food.
Good Waitress Dinner Service / Bad Waitress Dinner Service
At the same time, diners do have a right to hospitality. Good service includes:
- Allowing the customer time to settle in and look at the menu
- Waiting until diners are finished to clear the table
- Clearing everything before bringing dessert menus
- Making people feel welcome
- Continuing to offer water even after coffee has been served.
The bottom line is the restaurant exists to serve the customer; not the other way around. Expect graciousness, but be willing to pay for it.
A restaurant that tolerates the following behaviors will likely do poorly:
- Being eager to clear the table, even if there is still food on plates
- Neglecting to bring more water
- Rushing into dessert
- Bringing the check instead of the dessert menu
At the end of the evening, staff must not do the following with guests in the restaurant:
- Turning off music and lights while customers are sitting at the table.
- "Closing up," for example, putting chairs on top of other tables.
- Sweeping, mopping.
Customers who are treated to these blunt hints that the staff want to go home should write a letter to the owner.
It is reasonable to expect graciousness and hospitality when dining out. Pay attention to how busy the restaurant is, and be willing to pay for the privilege of sitting and relaxing and being served.
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