Grey Goose Blog

Posts Tagged ‘NY Times’

Recently I’ve read one of Google’s most highly ranked hospitality article by Bruce Buschel, “100 Things Restaurant Staffers Should Never Do” . The author occasionally blogs in NY Times section dedicated to small business. Excellent writer, I give him that, but some of the points made, uncover his ignorance detachment from the service industry. Let me comment on some of his faulty “rules” which I placed under the following categories: “common sense”, “optional” and simply “wrong”.

1. Common Sense – It shouldn’t be written about, because it is well-known and being followed by every restaurant employee, who is not a complete idiot.

Rule #16. If someone requests more sauce or gravy or cheese, bring a side dish of same. No pouring. Let them help themselves.

Like anybody does!? If you’re pouring an extra sauce on somebody’s food you shouldn’t be working in a restaurant. You must be locked in a mental institution and shouldn’t be anywhere close to the food. It’s just a common sense.

2. Optional – it really depends on situation and behavior of the guest. Sometimes stepping away from the rule is inappropriate, sometimes it is highly encouraged.

Rule #7. Do not announce your name. No jokes, no flirting, no cuteness.

Although I usually don’t introduce myself, at least not during our first interaction, I like to leave that privilege for myself to decide. Depending on the guest I might throw a joke or two – it’s not a crime.

Rule #41. Saying, “No problem” is a problem. It has a tone of insincerity or sarcasm. “My pleasure” or “You’re welcome” will do.

It also goes the other way. I somebody asks: “Can I have some extra dressing for my salad?” “My pleasure” – would suck.

3.Wrong –  My experience tells me that this rules should never be followed. Under no circumstances.

Rule # 32. Never touch a customer. No excuses. Do not do it. Do not brush them, move them, wipe them or dust them.

Absolutely missed here. Friendly tap on the shoulder works amazingly great. I read it in my first waiter’s manual from Susie Ross and thanks to this invaluable advice my ROI from guests went to the roof. Nobody complained ever.

The list goes on and on… So, check out the link and find this boring bunch of useless amendments, which might help a rookie restaurateur or server to make his first steps. They only useful tip that I found for myself is rule #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. This, actually, might work.

Bruce anticipates criticism of his rules by making a point that “if 100 different actors play Hamlet, hitting all the same marks, reciting all the same lines, cannot each one bring something unique to that role?” Yes, of course. However, often used comparison of waiting on a table and playing a role on stage is only appropriate when the play is unscripted. There’s a huge difference between dialog and monolog and there is more interaction between a waiter and a customer, than between an actor and a spectator. Why not offering the lobsters to somebody you feel might enjoy them? Why not joke or flirt a bit when a guest in a mood to talk? Why not to compliment a customer choice?

I would do all of the above depending rapport established between me and guests. When you’re in the business for many years, THERE IS NO RULES. There is only professionalism, common sense and a customer who most of the times deserves to have an enjoyable dinner.