What’s Your Order? : Shake, Shake, Shake…


What’s You Order is where The Waitress Confessions leaves telling the tales of the service industry up to you!

If you’d like to be part of this segment and share your story,  just write to us!


Dear Waitress…

Okay, so I’ve been hostessing for three years now to make money for college. I’ll have a few more expenses coming this fall, so when offered a second job at a different restaurant as a server, I took it.

Now I’m not new to serving. My mother owned and operated a restaurant for 40 years before she retired. So obviously being around the industry my whole life, I know the difference between good service and bad service. I just needed to learn the menu and any required phrases when I took this job.

So I’m serving one night, and this couple comes in. First off, the floor changed and I was not told this. More so, the floor chart was shoved to the side and not displayed where I could actually see it. So they sat there for a bit before I got to them. I apologized and got their shakes and burgers out asap. I came back multiple times to make sure everything was okay. “Oh yes, everything is good, thank you.” was what I was told. It was when they ordered a shake to-go that things went bad. They waited for-ever for that shake because the shake person was behind. I did everything I could besides going back there and and forcing him to make it. That’s when they asked the manager to come over, and they told him that both the food and the service was horrible. He comped their check, and then after they got their shake, they left – without leaving any tip.

Now okay, I’m not saying I didn’t make any mistakes here. I could have been more attentive to the stations, and I could have asked the manager to make the shake. BUT at the same time, and I’ve seen this countless countless times at my other job too, the couple could have TOLD me their was something wrong with their food BEFORE they ate it all. We are servers, not mind readers. If customers do not tell us there is a problem, then we can not help them. Fortunately my manager was understanding, especially since I’ve been giving great service to all my other customers. However some are not so lucky. Obviously if there’s a complaint on the service then it’s on us.

It just tears me up that full grown adults cannot speak for themselves when they have a problem, and then get upset when said problem isn’t magically fixed. Even if it’s just a small thing, TELL US! Not only will you get a great dining experience, but we will know that you are 100% happy with your meal.

Sincerely,
Angela

 

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When Your Tips Just Don’t Add Up

tipsToday was such a great day.  I had an amazing lunch rush for a Sunday and everyone seemed to be in the best of moods.  And you know what good moods mean?  Good tips!  I won’t lie, I schmoozed a little bit, but was genuinely happy to be serving our customers today.  Life was good and the tips were generous.

The night shift was slow, but I had a couple of good tables that left me $20.00 so that helped me out quite a bit.  At the end of my shift, I tallied up the tips that I had made throughout the day (I keep a record so that I have a good idea of what I’ll be leaving with).  So, here’s the number all my tips added up to:

$173.00

I felt very happy about that.  I worked hard, served my customers well, ran plates and drinks, cleaned and helped other waiters.  Seemed like for the amount of work I put in…well it was fair.  When it came to doing my “reading” or my “report” (where the manager checks all my credit cards, interacs, cash, and tip-outs) I was left with $120.00.

$120.00?!?!?

It didn’t make sense to me.  Didn’t add up.  So when I checked how much I tipped out ($22.00) and deducted that from my total, I was left with $151.00 (which would make sense).  But where was that $30.00?  The manager checked everything again and even went as far as to go through all my bills with me in case another waiter was ringing up orders on my code and closing it cash.  Hey..it could happen.  But that wasn’t the case.  I was missing $30.00

What a bitch, lemme tell ya!  What happened to that money?  Other servers were asking “Did you put some money aside? Put it somewhere else by accident?” and the answer was plain and simple: NO!  I am very careful with my money when it comes to counting and keeping it safe in my apron. So what happened?  I honestly have absolutely no idea.  The only thing I can think of is if it accidentally fell out of my money clip.  But everything stays together in one place and it’s pretty secure.

So, I had no choice but to accept it.  Everything else balanced and the restaurant isn’t going to reimburse me for any lost money because it is…technically…my fault.  But, when you’re a stickler for precision and money, it’s really hard to believe that I misplaced it.  I just left.  Took the hit and left.

Getting home and opening a cheap bottle of wine to drown my sorrows in, I keep going over my day – wondering if I somehow miscalculated or put money aside without realizing it. But my thoughts also dance around the idea of relying on technology to calculate all of my sales, tips, taxes and discounts.  Could the computer I use somehow be deducting money without me realizing?  Is it possible that somewhere in the computer system there is a glitch?

The idea of the possibility of technology being the culprit scares me, because to be honest I have no idea how it works.  All the deductions and calculations it automatically makes.  As an owner or manager, you can set the computer to pretty much whatever you want, so in my mind…is it possible that something somewhere in the computer is making a deduction it shouldn’t?  Now…that’s a scary thought.

But us, as servers, how are we supposed to know this? Just take the word of the people we work for who are mostly there to make money?  Sounds like it could be fishy to me, especially when they are the ones setting the conditions for the computer system. We can’t exactly approach them and say “What’s the deal here? I’m missing money!!” and expect them to pay out of their pocket when they believe you’re the one who lost it somehow.  There’s no way to prove it, no complete record of cash (because a server could just pocket it), no way to show that you made the money you made 100%.

So it’s a problem – at least in my eyes.

I’ll take it as a bad day.  A day where I lost money somewhere and it cost me in tips.  There’s nothing more I can do except write about it and then move on.  But in reality – it does come down to money.  And I need money to pay for bills, food, rent, etc.  The missing money is almost my cellphone bill for the month.  When you look at it that way, when your tips just don’t add up, it’s not just a few dollars here and there.  It can be a whole big difference.

 

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Today’s Twitter Confession: Tray Troubles

All waiters and waitresses feel the need to vent about their experiences in the restaurant business.  Here’s a look into what kind of rants and confessions these servers write about. Can you relate?

Want us to feature your Tweet?

Follow us on twitter and send us a tweet @WConfessions! Or, simply use the hashtag  #WConfessions for the chance to be featured on our blog!

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True Story: The Bacon Blunder

Sorry father, for I have sinned…

tmdsI live on the outskirts of Toronto, the most multicultural city in Canada, but I grew up in a village of 1500 white people. You can imagine there was a bit of a culture shock when I first moved there. One night, I had a family of brown people come into the restaurant and sit in my section. I say brown people because at the time, I didn’t know that they were Muslim, and I didn’t know that Muslim’s don’t eat pork.

So the gentleman orders a delicious meat-lovers Panini (one of my favorites) but without the bacon. “No problem” I say aloud as I write down NO BACON on my notepad. I always use big letters because I am a very forgetful person. I didn’t think much of it as I continued on, as usual, topping up drinks and removing the dirty dishes from my other tables.

By the time their dinner was over, I stopped by my Muslim friends and asked how their dinner was, as they seemed to have really enjoyed it. “Do you not like the bacon? I find it adds a great smoky flavor!” I said smiling. The man turned to me; “No, I am Muslim! I do not eat any pork!” He said sharply. “I have never had pork in my entire life and I never will.” He said, in a rather angry tone. Suddenly I began to sweat and swallowed hard as I removed their dishes in silence.

I walked to the back looking a little pale as one of the cooks looked at me. “Are you okay?” he asked, you look like you’re going to be sick. “Does the meat-lovers Panini have sausage in it?” I asked him, dreading the answer I already knew. “Yeah of course it does dude.” He laughed. I blinked very slowly. “And our sausage is made of pork, right?” I asked, even more worriedly. “Oh yeah baby,” he laughed, “100% pork. Why?”
“I think I just sent a man to hell.”

by: The Million Dollar Server

Website: themilliondollarserver.com
Twitter: @M_DollarServer
Facebook: fb.com/themilliondollarserver

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Today’s Twitter Confession : Compliments

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See you soon!

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Today’s Twitter Confessions : The Outside World Wonders…

Customer Confession

One of my sisters told me that not too long ago they were at a restaurant chain and there was a very drunk woman with a man at a table near them. The woman sprawled herself out on top of the table then vomited. The police were called and they left. What upset my sister was that the staff just wiped the table off and in their eyes it was good to go again. They haven’t been back there since.

– yourothermotherhere

Tip of the Day: Treat the Kitchen Staff with Respect

Kitchen staff humming #sf
Photo by: Chatherine B.

The other day on Twitter, I wrote a tweet saying:

@waitresslife #servernightmares In the middle of a crazy rush: realizing you forgot to send an order. Nice when you know the kitchen guys..”

It’s wonderful when you can mess up and have the help and support you need to make sure the customers walk away satisfied.  Jessie Gladding wrote replied with:

@WConfessions @waitresslife happened to me yesterday during brunch. For 15 mins I forgot to ring in a medium sirloin; guys got it out in 5!”

Everyone makes mistakes and that’s okay.  It’s where you go from there that really defines you as a person.  So, the next time you think about going up to the chef to bitch him out for an overcooked steak, think twice.  You need to have their backs and treat them with respect if you want it to go both ways.  Treating the kitchen staff with the respect they deserve will not only benefit everyone in the end, it’ll create more of a bond between the back of the house and the front of the house, making the work environment more enjoyable.

What do you think about the communication between the back and front of the house? Tweet us at @WConfessions

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Tip of the Day : Learn Your Menu

“You have to learn the rules of the game. And then you have to play better than anyone else.” ~ Albert Einstein

Are you training to be a waiter or waitress?  Before you start, make sure that you know your menu inside out.  It will help speed up the process and you’ll have an easy time taking the guests’ orders.

Didn’t get a menu to study?  Sometimes restaurants have their complete menu online so you can get an idea of the meals that they have. Get a head start and stand out and shine among the other servers!

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For more tips as a training waiter or waitress, see “9 Tips for a Waiter/Waitress in Training”.

True Story: The Grand Marnier Mishap

As a waitress, I know when a waitress serving me is trying to fuck me over.

Last night, I ordered a Grand Marnier, no ice. The waitress looked at me with a dumb look on her face and said “A what?!”. I repeated it patiently to her, asked again for no ice and she walked off. I waited 15 minutes…no drink. I saw her walking by and I asked her nicely if the drink was coming. “Oh yeah!” she said, and ran off. Okay…she forgot about it. It happens.

She came back with a Grand Marnier that had obviously been sitting at the bar too long because the ice I asked her NOT to put in had pretty much melted all the way, making it a very light orangish color. Gross.

“Uh—I asked for no ice.”

“Oh…sorry” she said and placed the drink in front of me.

I was shocked. I asked her to get me one with no ice, she rolled her eyes and walked away. She came back 5 minutes later with the same drink. She had obviously just scooped the ice out with a spoon. Gee thanks…that makes it a lot better. So I said to her “Did you just go and scoop out the ice?” “Yeah.” she said. *sigh*….Well at least she was honest. I told her to take it off my bill and went to get a Grand Marnier (no ice) at the bar. They seem to actually know how to listen to an order.

The Waitress Confessions

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The Waitress Confessions

 

True Story: An Impossible Demand

This past Sunday, I went in for the lunch shift at the Hot Spot and got a table of 4 people.  They seemed nice enough as I approached them for their drink order, but as time passed I realized that these would be difficult customers to satisfy.  As nice as they were, they were extremely specific (and altogether picky like crazy) about their order and I worried that they may complain about everything from the timing of the service to the quality of the food.

First of all, they wanted their Brazilian Coffees to be hot.  “Put the coffee in the microwave if you have to,” they said.  So that’s what I did.  As much as I hate to nuke things in the microwave, I did what they asked.  The coffee seemed hot enough as I took it out and poured it into a sugar rimmed glass mug.  They didn’t want whipped cream, so I filled it to the top and took it to the table.

I set the coffee down in front of the two people who ordered it.  One of them took a sip right away and said it wasn’t hot enough, so I brought it back to heat it up for a minute and a half.  The coffee was boiling and bubbling, so I told the gentleman to be careful.  He touched the mug and seemed happy with how hot it was.

Then, the woman with the other coffee said (in a very disgusted voice, might I add) “Is there even any alcohol in here?”.  I was a little stunned and told her that I had put the correct amount, but if she wasn’t pleased with it i could get her some more.  “Well, yeah. I mean, there’s no alcohol in here at all.”

I sighed to myself.  Of course there was alcohol.  I’m not going to cheap out on that, but I also can’t make it half alcohol and half coffee (like some people may make at home).  “I’ll get you some more, ma’am.  It won’t be a problem at all,” I reassured her.

Before I could leave and get the alcohol for her, another man at the table told me they were ready to order, so I set down the tray I used to bring the drinks and took out my pad of paper and pen.  Their order was complicated and they were changing things around on the menu to suit their preferences, but I didn’t mind as much since they were the only table in the restaurant.  I also didn’t feel like arguing with them that normally we don’t put ketchup on our burgers.

As soon as I was taking the menus from them and about to walk away from the table, the woman with the coffee said “Excuse me, but is that alcohol coming?”

Cue the crickets.

I didn’t speak for a moment because I was shocked at her question.  I could not believe what she was asking.  How could the alcohol possibly get to the table without me leaving to go order it, let alone get it from the bar.  Did she think I could have sent out a discreet signal to someone to get it right away?  Did she think I could somehow communicate with the bar that she wanted more? How could she possibly think that it could get there if I never even left the table?  It seemed like such a ridiculous question to me.  I guess some people don’t have much common sense in how things work.  It is impossible for me to get something if I haven’t even left the table.  If I could use The Force, I would.  But I can’t.

So I said “I’m sorry, ma’am, but I haven’t even had a chance to leave the table yet, but I’ll get it for you right away.”

“Well, don’t forget it.” She replied.

All I could do was repeat “I’ll get it right away ma’am”.

So I pretty much ran to the bar and prepared it for her and took it to the table.

“How is it?” I asked as she added it to her mug.

“It’s good enough, I guess.” She said.

The rest of the service was pretty much the same way.  Complaints about the soup not being hot enough, the fact that I didn’t bring bread to the table (we only bring bread if the customers ask), asking what we give for free for birthdays and saying a chocolate cake wasn’t good enough, etc.

Every waiter has had customers like this.  And sometimes it’s a little infuriating.  People need to realize that we are only human, we only have two hands, and we are not mind readers.  I really tried my best, and it still didn’t seem good enough.

TIPS FOR CUSTOMERS

Think about what you are asking from a server.  Is your demand physically impossible? If so…then take a moment to maybe rephrase your request.

TIP FOR SERVERS

Try to keep your cool.

The Waitress Confessions