I just wanted to say that it seems to me that good service in restaurants is diminishing. I am always friendly and I tip 20 percent. Service is declining and I'm sick of it. I hate to rant, but what's the best way to ensure good service at a restaurant. Anyone have any ideas?

I agree! I was just in a restaurant last night that will remain nameless (to protect the innocent). Our bill was over $200.00 and we were there for a just under three hours. It was a busy Sat. night, and I still had coffee in my cup when someone rudely asked us to leave so they could seat some other people. I don't mind if they would of asked us nicely and maybe bought our desserts, but they didn't do anything! Just asked us to take a hike. In general I don't get too mad, but boy do that make me furious. After we got up I went and told the guy his wrong and all he said was "Oh next time your in I will buy you a drink". Next time? That won't be for a long long time.

I had a wonderful experience while dining out recently; the dinner was so extraoodinary that not once did someone come up to the table to ask how everything was. the food the service was so exceptional that they did not need to ask. I found this refresing.

The next time someone asks you to get up and leave, inform the dining room manager and get the idiot fired. You paid for the table, and you can sit in it as long as needed. There is absolutely no excuse for that kind of behavior from any wait staff.

[Pete]

I had an experience just the other night in Boston. We were dinning at one of Boston's old school restaurants. I foood wasn't bad, though outdated as I knew it was, but the service was terrible. My server never checked back with us after we recieved our courses. After our entrees were cleared we sat around waiting for dessert menus, and waited and waited. At one point as we were waiting our server got into a rather loud argument with another server in one of the server stations, about 3 feet behind us. My girlfriend had to nearly shout to get their attention. It then took her way to long to bring the check and return with our change. It was a lovely night ruined by a rude, thoughtless server. Needless to say she received a $5 tip on a $90 bill.

The one thing I enforce on all my FOH staff is that guests in the restaurant recieve exceptional service regardless of their age. I find that in 80% of the restaurants I head out to on my days off give VERY poor service because of my age (25). They look at me and for some reason think that although I'm in a high end dining room, I'm going to order a Coke and ask if there's chicken fingers on the menu.
This weekend, I had to ask for a wine list when ordering dinner because the hostess never gave me one!!!

I would apprectiate it if everyone out there would take the five minutes to inforce into their FOH staff's heads that age discrimination is not acceptable. Just because a table might be under their 30's doesn't mean they don't have the money/food knowledge to have an exceptional dinner. Just look at all the young ".com"ers out there.

[PJ]

Originally posted by The Black Box:
The one thing I enforce on all my FOH staff is that guests in the restaurant recieve exceptional service regardless of their age. I find that in 80% of the restaurants I head out to on my days off give VERY poor service because of my age (25). They look at me and for some reason think that although I'm in a high end dining room, I'm going to order a Coke and ask if there's chicken fingers on the menu.
This weekend, I had to ask for a wine list when ordering dinner because the hostess never gave me one!!!

I would apprectiate it if everyone out there would take the five minutes to inforce into their FOH staff's heads that age discrimination is not acceptable. Just because a table might be under their 30's doesn't mean they don't have the money/food knowledge to have an exceptional dinner. Just look at all the young ".com"ers out there.

I just read your comments about discrimination in the restaurants. I find another problem I often face when dining alone. Although I am a married lady, my husband works out of town often. If I am not with him, sometimes I dine with friends. But other times while out shopping, or running errands, I get hungry. Often I like to treat myself to lunch or dinner (I try to make it lunch more than dinner alone) at a nice restaurant. Fast food is not always what I want. But when you show up alone you are treated differently. I often get the cold shoulder. You can tell they (the restaurant staff) prefers you to be a least in the company of two. I have sat alone long periods of time before being approached for a drink order etc. This is wrong! If I get the cold shoulder at a restaurant when I am alone, I won't go back with my husband or friends. Don't they know that? It really bugs me. Why this practice is done is beyond me. I know they don't make as much on one person as they would on two or more, but it is still unfair to the single diner. What do you think?



[This message has been edited by PJ (edited September 01, 2000).]

[BevReview Steve]

Have you ever been in a situation where suddenly the music gets louder or the temperature gets a little colder in order to make you leave early. Frankly, don't care for that much...

[shroomgirl]

LOL You've got to be kidding. Do you show up at closing time and ask for four courses?

[UniChef]

It's not just restaurants. Good service is dissapearing everywhere. The key is, when you find good service, reward it with a good tip and a return trip.

BTW- for any servers out there- Has anyone read the Little Brown Book of Restaurnat Success by Bob Brown? It's a great book that shows servers why exceptional service and upselling makes them more money. I have one server who swears he made an extra $11k last year by putting these principles to work.

[Bayou]

PJ - in reading your comments on "dining alone" and the service normally seen, I'm reminded of a portion of Michael Ruhlman's book "The Soul of a Chef." Michael states that the famous French Laundry restaurant, under Thomas Keller, always give VIP status to singles... page 244 "And every night there are a few VIP tables - friends of the French Laundry, investors, celebrities, regulars, AND anyone dining solo -". Seems like Chef Keller has figured something out ... hope you have better experiences in the future.

[David Jones]

Don't even get me started on service. As someone in the business, I don't go places where I don't know someone. When I do, I try to make it known that I'm in the business by commenting on the level of business or mentioning a review, etc.

When I was a server, I appreciated guests who greeted and made eye contact with and smiled at me, just as I had them. I think it's also important to adjust your restaurant choice to your service needs for the meal. No high chairs at TRU, no business meetings at Chuckie Cheese.

Finally, as restauranteurs we should create a service culture in our own restaurants- since so few people really understand good service. I'll elaborate in another post.

[David Jones]

How do you create a service culture in your restaurant?

1. DECIDE, as a team or as the boss, what good service means in your restaurant. Speed, friendliness and efficiency might be the most important qualities in a busy, casual lunchtime concept; while guest recognition and anticipating guest needs may be most important in a fine dining dinner operation. Pick the points that are most important, and then elaborate on each of them to as much detail as possible. Make this service model a part of everything you do.

2. TRAIN YOUR STAFF - and not just one big meeting with a lot of yelling and job-threatening. The big meeting sets the standard. Brief, daily meetings reinforce, correct and adjust these standards. They also ensure consistent communcation through the entire staff.

3. WALK YOUR TALK. If the chef yells at the server about every special order, how will the servers act toward the guest. If a manager is haughty when asked about the wait, won't the host staff emulate that attitude? Management should set the tone for how guests are treated and line staff will follow.

4. EVERYONE is a part of the service team - valet, host, bartender, server, busser, runner, cook, chef, disher and so on. Every employee needs to understand that their contribution is important.

5. GIVE GOOD SERVICE INTERNALLY - it will make for happier employees. If an employee has a discrepancy on their paycheck, a good internal service ethic will get that employee a correction or an explanantion in a timely manner. A good internal service ethic can also mean ensuring that each staff member has the tools they need and that they are set up for success.

[Live_to_cook]

Good point DJ. Treat your staff as you would have them treat the customers. If it doesn't rub off on the waitstaff, at least there hasn't been a double standard in the place.

[nutcakes]

I usually get great service. I follow what David Jones said in that I usually engage in some kind of interaction with the waiter that is friendly and warm from my side. I am understanding if they get caught up elsewhere, unless I am really neglected. I also usually discuss the menu with them with a view to their suggestions. I also find a way to let them know that I am a local, not a tourist, if it's that kind of place, so I can get steered to the interesting items. If I'm alone I find places are really nice, but I'm kind of person who likes to yak people up.

I don't find service is declining much. Sometimes places are understaffed, which will cause a problem. Many low-paying hostesses and such are leaving for jobs like dot-com receptionist with good benefits, and pretty good starting salaries.