A friend of mine just sent this to me and I couldn’t help myself but comment on the entire thing. It was first published in the New York Times on October 29, 2009.
As it would be too much to read all at once, I am breaking it into four part. Buschel’s statements are in black, my commentary is in orange and in italics.
October 29, 2009
100 Things Restaurant Staffers Should Never Do
By BRUCE BUSCHEL1. Do not let anyone enter the restaurant without a warm greeting.
Welcome, welcome, welcome.
2. Do not make a singleton feel bad. Do not say, “Are you waiting for someone?” Ask for a reservation. Ask if he or she would like to sit at the bar.
This is a tough one as people rarely eat alone and as such most single parties coming in are waiting for someone. I wouldn’t find it rude to be asked, but I would find it rude if it were insistent that I ate at the bar or was given a crappy table.
3. Never refuse to seat three guests because a fourth has not yet arrived.
That’s just silly. You usually need to move the guests to the table so that the area by the host stand/front door is not a cluster fu*k.
4. If a table is not ready within a reasonable length of time, offer a free drink and/or amuse-bouche. The guests may be tired and hungry and thirsty, and they did everything right.
I cannot tell you how much I agree with this.
5. Tables should be level without anyone asking. Fix it before guests are seated.
Thank you.
6. Do not lead the witness with, “Bottled water or just tap?” Both are fine. Remain neutral.
We don’t serve bottled water at our restaurant as we have some of the best tap water in the world.
7. Do not announce your name. No jokes, no flirting, no cuteness.
I don’t personally announce my name, as many correlate it with a grave travesty in this country. But waiting tables is sales and in sales you should mirror your customer. Is your guest joking and flirting – then there is room for that. Is your guest austere and all business – then the server needs to be that way too.
8. Do not interrupt a conversation. For any reason. Especially not to recite specials. Wait for the right moment.
Unfortunately, many guests would not be able to order if the conversation were not interrupted. I don’t think it is rude to say, I’m sorry to interrupt but…
9. Do not recite the specials too fast or robotically or dramatically. It is not a soliloquy. This is not an audition.
No, it’s a chance to sell and a good server should be SELLING you the specials.
10. Do not inject your personal favorites when explaining the specials.
I have mixed feelings about this. If you give a reason behind why one special popped more than the others, that makes sense. For example, if you just say the lobster bisque is my favorite – then who cares. But if you say, I loved the lobster bisque when I tried it today – it’s rich with a nice bright lobster flavor – then that only adds value to the dish.
11. Do not hustle the lobsters. That is, do not say, “We only have two lobsters left.” Even if there are only two lobsters left.
I don’t think it hurts to tell someone when there is a low count on something in the kitchen. Nothing is worse than you tell someone all the specials and there is a low count and someone else got them before your guest. If you tell the guest there is a low count and it is something they really want – then you can put a hold on it for that guest and they get what they want (and isn’t that what it’s really about?).
12. Do not touch the rim of a water glass. Or any other glass.
Totally agree 100%.
13. Handle wine glasses by their stems and silverware by the handles.
Of course.
14. When you ask, “How’s everything?” or “How was the meal?” listen to the answer and fix whatever is not right.
This is a chance to really shine and show that you care.
15. Never say “I don’t know” to any question without following with, “I’ll find out.”
Cannot tell you how much I agree with this.
16. If someone requests more sauce or gravy or cheese, bring a side dish of same. No pouring. Let them help themselves.
I’ve never been to a restaurant where they don’t just bring it on the side.
17. Do not take an empty plate from one guest while others are still eating the same course. Wait, wait, wait.
This is a style service issue. I personally hate dirty things on the table once they are not being used. This is customary fine-dining service to clear everything at once, but the trend is towards constantly keeping the table pristine and ready for the next course. I like for dirty service items to be cleared immediately. As it is a preference, I always ask if the guest would like the plate to be removed – then it is their choice.
18. Know before approaching a table who has ordered what. Do not ask, “Who’s having the shrimp?”
Of course this is always the goal. But sometimes people have moved, or sometimes there is an extra guest on the table and threw the seat numbers off. I am not offended if the server asks me what I had.
19. Offer guests butter and/or olive oil with their bread.
Who doesn’t?
20. Never refuse to substitute one vegetable for another.
That seems like a given.
21. Never serve anything that looks creepy or runny or wrong.
Of course.
22. If someone is unsure about a wine choice, help him. That might mean sending someone else to the table or offering a taste or two.
This is the job of the server – to direct the guest into what their expectations of the dinner are. To get a feeling for what they want from the meal and give them exactly what they hoped for with a little extra love.
23. If someone likes a wine, steam the label off the bottle and give it to the guest with the bill. It has the year, the vintner, the importer, etc.
I wish I always had the time to do this, but I do write things down all the time for guests: the song they liked, the new gin they tried in their martini, where they can get napkin rings like ours, etc.
24. Never use the same glass for a second drink.
Of course.
25. Make sure the glasses are clean. Inspect them before placing them on the table.
Of course.
Things restaurant servers shouldn’t do Part II
Things restaurant servers shouldn’t do Part III
Things restaurant servers shouldn’t do Part IV
- Columbine Quillen I am a mixologist bartender and this is my blog.
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3. You’d be surprised how often I hear of this happening.
4. Amen!
12. I teach staff that they own the bottom two-thirds of the glass, but the top third is the exclusive property of the customer.
17. I tend to be in the ‘clear everything at once’ camp, but asking if a customer would like a plate removed is also perfectly acceptable.
Ya know whats funny is how everbody seems to think they know how to be the best server in the world. I have been in this buisness for 13 years and I tell ya what it takes a lot of patience to tell what every single persons needs are but you people are so quick to judge if we do one thing that you dislike. I agree there are lot of people who should not be serving tables but on the other hand there are a lot of people who need to just stay home and cook their own dinner. Id like to see all the people that complain about the dumbest things come and do a better job!!!!