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Servers & Customers Unite: Your Biggest Restaurant Frustrations

It’s inevitable, people love to complain. They love to complain about the weather, their hair, their weight, etc. Well, let me be your punching bag! In fact, I would love to hear your complaints.

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  • If you work in a restaurant, what makes you unhappy?
  • If you’re a restaurant customer, what didn’t you like about your dining experience?
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I am going to do my best to inform restaurateurs how to create a better atmosphere for everyone in the FOH.

Servers’ Top Workplace Frustrations

  1. Crappy TippersFrustrated waitress
  2. Side Work (e.g. Roll flatware, set tables, etc. – pre/post shift while getting paid $4.76/hour to avoid hiring an employee who gets paid minimum wage)
  3. When customers lay out their cell phone, iPod, sunglasses, etc., on the table and don’t move them when the server is trying to deliver food
  4. “Please wait to be seated” (e.g. Don’t walk into a restaurant and sit wherever you please unless there’s a sign that says “Please seat yourself”. The workload needs to be balanced among all servers and tables are often reserved.)
  5. Lazy Managers (Note to all managers – when you see your staff is busy, lend them a hand! Help run food, deliver drinks, bus tables and show your support!)
  6. “The customer is always right” – B.S. (Here’s a video to show that the customer is, in fact, not always right http://youtu.be/KMGWnKfGsDM)
  7. Double Standards (e.g. Servers don’t get a free meal but bussers and kitchen workers do… What the heck!)
  8. Paying for walkout customers (It’s not always the server’s fault when a customer walks out on an unpaid bill. What if the server was going above and beyond by bussing or running food to another server’s table?)
  9. Campers AKA the diners who never leave
  10. Coworkers (e.g. Suck-ups, brown-nosers, lazy workers, those who don’t return favors – not working for you when you picked up a shift for them)

Customers’ Top Server Frustrations

  1. Introduce themselves by name/nicknameWaitress with name tag
  2. Touch you and think they are doing a friendly gesture
  3. Say everything that you ask about on the menu is “really amazing!”
  4. Talk about specials without mentioning the price
  5. Take your plate or drink away before you’re finished
  6. Tell you to wait for “your waiter” when you need something
  7. Squat, take a knee or sit down at your table
  8. Try to upsell you on everything
  9. Make you feel like a criminal because you just ordered drinks, or just dinner, instead of seven courses and four bottles of wine
  10. Ask if you need change

Now that I’ve highlighted each audiences frustrations, lets see what they agree on

  1. Cleanliness of the establishment (sitting area, dining room, bar and bathrooms)
  2. Food cooked to perfection (customers don’t like telling the wait staff to bring back a meal because it’s under cooked as much as servers don’t like bringing food back to the kitchen staff)
  3. Chip-free dinnerware and glassware
  4. Politeness (smile, be thankful and create a positive atmosphere)
  5. Food and drink presentation (food should make servers proud and customers excited)
  6. Determining if the bill needs to be split before ordering menu items
  7. Comfortable room temperature
  8. Mood lighting and music
  9. Readily available children’s seating
  10. Boucebacks (Allow servers to offer customers an incentive to come back again to create repeat business)

Let the vent session begin!  What’s your biggest restaurant gripe?

Also see: The 20 most annoying things servers do at restaurants

About Molly Patterson

Molly is a former Online Marketing Strategist at Tundra Restaurant Supply where she specialized in promotional strategy, email marketing, social media, online merchandising and, of course, content creation for The Back Burner. When Molly isn't putting her creative mind to work, she likes to journey out with her black lab pup, Winnie, explore Colorado’s great outdoors, travel and try new restaurant’s in the Boulder/Denver area.

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