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
26. Never assume people want their white wine in an ice bucket. Inquire.
Of course.
27. For red wine, ask if the guests want to pour their own or prefer the waiter to pour.
I find this interesting that you are so old school concerning clearing the plates, but very nuevo on this service question. I feel that when you buy a bottle of wine in a restaurant that the reason it is marked up so much is so that it is being served to you. I would argue that the server should always pour the wine.
28. Do not put your hands all over the spout of a wine bottle while removing the cork.
I don’t even know what this means.
29. Do not pop a champagne cork. Remove it quietly, gracefully. The less noise the better.
Of course, but sometimes it does pop. Even for the oldest veteran.
30. Never let the wine bottle touch the glass into which you are pouring. No one wants to drink the dust or dirt from the bottle.
Plus too, it’s an easy way to chip a glass.
31. Never remove a plate full of food without asking what went wrong. Obviously, something went wrong.
Totally correct here.
32. Never touch a customer. No excuses. Do not do it. Do not brush them, move them, wipe them or dust them.
I cannot tell you how much I disagree with this. Obviously, some people hate to be touched and you would just never touch them. But we have a lot of regular guests in the restaurant who we hug when they come or go or give them a warm side hug. (And then again, we have a lot of regular guests that we would never touch.) Sometimes a guest has spilled something and they are truly embarrassed and a small comforting hand on the arm and a smile will make them feel like it’s not a big deal. Once again, a server needs to read the guest and see what they are looking for. But to say to never touch the guest – that is silly. In a busy restaurant where guests are often standing in busy corridors, it is much more polite to gently touch their back and tell them that you are passing than trying to garner their attention by speaking in a loud tone to tell them that you need to get by.
33. Do not bang into chairs or tables when passing by.
Of course.
34. Do not have a personal conversation with another server within earshot of customers.
This is a nasty habit of servers and I know that most of them don’t know that they are doing it. But it is extremely unprofessional. As it is impossible to have people work together and not have personal conversations, every restaurant should keep that in mind and have a place where servers naturally commingle (i.e. the bread station) and make sure they keep their conversation there.
35. Do not eat or drink in plain view of guests.
Of course.
36. Never reek from perfume or cigarettes. People want to smell the food and beverage.
Of course.
37. Do not drink alcohol on the job, even if invited by the guests. “Not when I’m on duty” will suffice.
Not an issue in Oregon where I live, it’s highly illegal.
38.Do not call a guy a “dude.”
Is this even necessary to say?
39. Do not call a woman “lady.”
I actually find that in a group of women, that “ladies” is a preferable term.
40. Never say, “Good choice,” implying that other choices are bad.
I don’t think that saying “good choice” implies that other choices are bad.
41. Saying, “No problem” is a problem. It has a tone of insincerity or sarcasm. “My pleasure” or “You’re welcome” will do.
I don’t personally say “no problem” but once again, I don’t think that it sounds obnoxious. I always say, “of course.”
42. Do not compliment a guest’s attire or hairdo or makeup. You are insulting someone else.
I totally disagree with this, everyone likes to feel good about how they look. If someone has on something very striking, how can it not be nice to say that they have something lovely on?
43. Never mention what your favorite dessert is. It’s irrelevant.
How is it irrelevant? I eat at the restaurant I work at more than any guest could possibly imagine (I eat five meals a week there). I know the food inside and outside, I see it being prepped. I see new dishes go through the gamut of being tweaked and tweaked sometimes for weeks. Once again, if I just say “It’s my favorite.” There’s not enough information but to say, “I adore the bread pudding with a bacon lemon caramel that it is die for. It’s my favorite.” Well, that certainly is a piece of relevant information when choosing a dessert.
44. Do not discuss your own eating habits, be you vegan or lactose intolerant or diabetic.
This, of course, if of no interest to the guest unless they happen to be vegan or lactose intolerant. I’ve noticed that people with food allergies often love to talk about them. Once again, it is looking to the guest for clues and seeing if they want to have that conversation.
45. Do not curse, no matter how young or hip the guests.
I would agree with this 99% of the time. However, it’s all about reading your guests. We have a group of gentlemen come in every year who swear like drunken sailors. We put a basket in the center of the table and every time they swear they throw a dollar in the basket. Last year there was $225 in the basket, this year even more. They just hoot and holler and have the time of their lives when the server is in on it with them. It’s the number one reason they come to our restaurant when they come once a year.
46. Never acknowledge any one guest over and above any other. All guests are equal.
This isn’t true at all. I think that ALL guests should be treated extraordinarily well and with respect and honor. However, some guests come in many times a week and they know the staff on a more personal level. It would be rude to not go out of our way and great them in a manner that makes them know that we consider them one of our restaurant family. There’s a reason people become regulars to a restaurant or a bar, it’s because they want to have that feeling that they are known and loved. To not offer that is just ridiculous.
47. Do not gossip about co-workers or guests within earshot of guests.
This is a nasty habit of servers and I know that most of them don’t know that they are doing it. But it is extremely unprofessional. As it is impossible to have people work together and not have personal conversations, every restaurant should keep that in mind and have a place where servers naturally commingle (i.e. the bread station) and make sure they keep their conversation there.
48. Do not ask what someone is eating or drinking when they ask for more; remember or consult the order.
Once again, in theory this is what we strive for. In practice, it might make the difference between getting the drink right at the moment or having to wait. I don’t think it is rude to kindly ask what they were drinking if you know that it would save a lot of time.
49. Never mention the tip, unless asked.
Always tricky business. Best to stay away from that topic.
50. Do not turn on the charm when it’s tip time. Be consistent throughout.
Of course.
Things Restaurant Servers Should Never Do Part I
Things Restaurant Servers Should Never Do Part III
Things Restaurant Servers Should Never Do Part IV
- Columbine Quillen I am a mixologist bartender and this is my blog.
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