As food critics for Chef Seattle, it's our job to dine at every restaurant possible, from the mom-and-pop

sandwich shop to the trendy downtown establishments. Over the course of our reviews, we've been in
the position to experience the good, the bad, and the ugly of restaurant service. This guide for servers
contains some key tips on how to stand out from the crowd in the competitive food industry.

1. You represent the restaurant

You might not own the restaurant or cook the food, but patrons will always view you as the restaurant,'
for better or for worse. If you're a server, it's quite likely that you've experienced being stiffed on your
tip solely because a customer didn't like his meal. This is obviously unfair to you, since you have no
control over the meal, but it's an unfortunate by-product of how customers correlate you to the
restaurant.

Because there's nothing you can really do about this, your best option is to simply accept it and work
with it. When a customer is happy, let them know that you appreciate their business and look forward
to having them back. When they're unhappy, find out why, and what you can do to make it better.

You'll look like you're in charge when you use positive phrases such as the following:

•I can

•I will

•I have

On the other hand, you won't impress your customers as much with phrases like these:

•Hang on

•Let me check

•I don't know

Using positive, take-charge phrases will help you gain your customer's respect, which in turn improves
your image in their eyes. It also helps with hard-to-please customers, who tend to make more demands
when they view you as just the messenger.
2. Your opinion does matter

The one thing that we absolutely hate to hear from our server when we ask for recommendations is,
"Everything is good."

This really translates to: "I'm too lazy to tell you," or "I haven't personally tried any of the dishes," or
"I'm scared of recommending a meal that you won't like (and thus stiff me on a tip)." Remember, you
are the restaurant's representative, and it doesn't look good if you don't know your own products.

We want to hear what you like. Most likely, your own passion and enthusiasm will rub off on us. Of
course, you don't want to build up expectations unreasonably high (e.g., "This is the best confit you'll
ever have!"), but we do appreciate that you know your dishes. If you must play it safe, you can always
point out dishes that are popular with other patrons.

However, don't take it personally if you recommend something that a customer doesn't enjoy. The
number of customers that enjoy your recommendation will probably exceed the few customers that
leave a bad tip because they didn't like their meal. You also stand a good chance of up-selling appetizers
or desserts if your customers think you know your stuff.

Customers also like to hear that they made a good choice after placing their orders. Your affirmation
(e.g., "Great choice, the veal is wonderful!") is like a compliment, which makes the customer feel like
they did the right thing. If the customer enjoys the meal, you can simply reiterate that it was a good
choice after all to leave a positive impression.

3. Attitude is everything

After reviewing hundreds of restaurants, the ones that stood out for service weren't necessarily those
with staff that crumbed our table, folded our napkins or had an army of water boys. The restaurants
with notable service were those with happy, smiling servers who showed real personality.

In fact, we had a server at one restaurant who had forgotten a drink, mixed up an entree order, and ran
out of cloth napkins. But the server was an excellent example of superior service because of how
professionally he dealt with the situation. In return, we rewarded the server with a generous tip and a
solid review.
We know that being a server is a stressful job, especially on those chaotic Friday nights. Smiling while
you're trying to juggle five tables of hungry diners is never easy. However, just remember that your
demeanor should be pleasant and you should be smiling when you're on the floor. Your customers are
there for a pleasant experience, and if they see you having a bad day (yes, they will notice), it will rub
them the wrong way and lead to a downward spiral of a bad day and bad tips.

By smiling and thanking your customers, you'll find that you'll reap the rewards of this small token of
appreciation many times over in the long run. Also, remember that a proper smile involves your whole
face, not just your mouth. So practice that smile and use it often!

4. Learn your wines

Depending on your restaurant, you may or may not have a dedicated sommelier who can guide
customers through that daunting 20-page wine list. Most likely, your wine list is far smaller, and you
won't have a sommelier on hand. However, don't be scared, because knowing your wines and
appropriate pairings is a fantastic opportunity for you to look knowledgeable, impress your customers,
and boost your tips.

Surprisingly, our servers have often been reluctant to recommend any specific wine or even a type of
wine, and instead showed us what is generally popular. We're not asking you to know your entire wine
selection or educate us on the merits of the 50-year Sauvignon versus the 2008 Columbia Crest, but we
would like you to know enough about your wine selection to make some specific recommendations. It
will help you considerably in the long run.

However, one thing you should not do is immediately ask your customers if they are interested in any
wines when they've just been seated. Instead, simply ask if they would like any drinks or if they have had
a chance to look at the wine menu yet. The reason for this is simple: you should let them actually take a
look at the wine list before you ask them to choose one.

The best part of learning your wines is that your education will go wherever you go. Although the wine
list will change, you will always have the understanding of the various types of varieties.

5. Be proactive with your tables

After entrees have been served to one of your tables, instead of asking whether they need anything in
general, ask about specific items such as condiments, utensils or refills. By specifically calling out items,
you'll avoid being called over a few minutes later for a bottle of ketchup or an extra spoon because the
customer forgot it the first time around. Also, you'll appear as detail-oriented and genuinely caring of
their comfort.

In addition, this goes without saying, but refilling drinks before they are empty is always a sign of good
service and really shows that you are paying attention.

6. Practice good timing

Good timing serves a number of purposes: it reduces the number of trips to each table and makes you
look more attentive. The most crucial element of timing takes place immediately after a party has been
seated. This is when you'll be making introductions, mentioning specials, taking drink orders, and most
importantly, making your first impression.

As a server, it's your responsibility to keep things going. Groups that take a long time to settle down and
order are not good to either yourself or the restaurant. Once your patrons are seated, a good way to
lead into food is to start with drinks.

Be mindful that you'll also want to give them time to look over the drink and wine menu if you have one.
You don't want to ask, "Can I start you off with anything to drink?" Your patron may feel the need to
browse the wine menu right at that moment, thereby forcing you to excuse yourself to come back later
at a later time. However, a phrase like, "Your wine and cocktail menus are here, but would you like to
start with any drinks now?" sends the message that they can take their time with the menu, and also
addresses the frequent customers who always order the same drink.

After the drinks, outline the daily specials and then inform the table that you'll be back with drinks and
to take orders. Customers appreciate hearing the specials early, because it gets our appetites rolling and
also helps them decide what to order. If you mention the specials after you come back, then the
customers are forced to decide on the spot if they prefer the special, often delaying the ordering
process.

The last note about good timing is when to deliver the bill. This is usually self-evident as the people will
be finished with eating and you'll have already asked them if they want dessert. Never, ever, deliver a
bill before you have asked if they want dessert, and never while your patrons are still eating because it's
an insult to rush your diners. Letting your customers know with a smile that they can pay at their
convenience when they're ready is an important last touch before they sign the bill.

6. Understand your customers

Some customers simply want their server to be an unobtrusive background experience. Other diners
prefer interaction and conversation. As any good salesperson knows, it's important to identify what type
of customer you have and to modulate your own personality accordingly to build rapport.

An experienced salesperson, for example, will often match your energy level and rate of speech because
it makes you feel more comfortable. Knowing how to interact with each group will improve your
experience as well as theirs.

7. Learning to handle the negatives

Many front-line customer service jobs have the motto, "The job would be great if not for the
customers." It's true that one bad apple can ruin an otherwise great day, so the key is to find ways of
dealing with those bad apples so that you can continue doing your job and making your other customers
happy.

First, if a customer is unhappy, find out if they have a legitimate complaint (food prepared wrong,
lengthy delays, unruly neighbors), and if so, deal with it appropriately.

Sometimes a quick resolution will patch things over, but the customer may still be upset regardless.
Anger is usually a by-product of feeling helpless, which means angry customers want to have some say
over the situation. This can mean talking to the manager, making threats or leaving a bad tip.
To diffuse a simmering customer, try asking, "What can I do right now to make you happy?" It's a great
customer service line that puts the ball in the customer's court and forces them to vocalize their needs.
More often than not, it will snap them out of their bad attitude when they realize that they have no
more excuses to remain sour.

In the event that you snag a customer who is just irreparably negative, you should just tell yourself that
some people in the world are simply not happy, no matter what you do. Try not to take it personally,
because unfortunately they enjoy being miserable.

8. Smile!

We've mentioned it many times already, but we have to list it again as our last point. It's a fact:
happiness is contagious. If you smile at someone, chances are they'll smile back. Science also shows that
even if you're not happy, acting happy will actually make you feel better. We're not saying you should
carry a smile the whole night (it may even be creepy), but a few strategic full-face smiles will go a long
ways.
October 29, 2009, 12:39 pm

100 Things Restaurant Staffers Should Never

Herewith is a modest list of dos and don’ts for servers at the seafood restaurant I am building.
Veteran waiters, moonlighting actresses, libertarians and baristas will no doubt protest some or
most of what follows. They will claim it homogenizes them or stifles their true nature. And yet,
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?

1. Do not let anyone enter the restaurant without a warm greeting.

2. Do not make a singleton feel bad. Do not say, “Are you waiting for someone?” Ask for a
reservation. Ask if he or she would like to sit at the bar.

3. Never refuse to seat three guests because a fourth has not yet arrived.

4. If a table is not ready within a reasonable length of time, offer a free drink and/or amuse-
bouche. The guests may be tired and hungry and thirsty, and they did everything right.

5. Tables should be level without anyone asking. Fix it before guests are seated.

6. Do not lead the witness with, “Bottled water or just tap?” Both are fine. Remain neutral.

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

8. Do not interrupt a conversation. For any reason. Especially not to recite specials. Wait for the
right moment.

9. Do not recite the specials too fast or robotically or dramatically. It is not a soliloquy. This is
not an audition.
10. Do not inject your personal favorites when explaining the specials.

11. Do not hustle the lobsters. That is, do not say, “We only have two lobsters left.” Even if there
are only two lobsters left.

12. Do not touch the rim of a water glass. Or any other glass.

13. Handle wine glasses by their stems and silverware by the handles.

14. When you ask, “How’s everything?” or “How was the meal?” listen to the answer and fix
whatever is not right.

15. Never say “I don’t know” to any question without following with, “I’ll find out.”

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

17. Do not take an empty plate from one guest while others are still eating the same course. Wait,
wait, wait.

18. Know before approaching a table who has ordered what. Do not ask, “Who’s having the
shrimp?”

19. Offer guests butter and/or olive oil with their bread.

20. Never refuse to substitute one vegetable for another.

21. Never serve anything that looks creepy or runny or wrong.

22. If someone is unsure about a wine choice, help him. That might mean sending someone else
to the table or offering a taste or two.

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.

24. Never use the same glass for a second drink.

25. Make sure the glasses are clean. Inspect them before placing them on the table.

26. Never assume people want their white wine in an ice bucket. Inquire.

27. For red wine, ask if the guests want to pour their own or prefer the waiter to pour.

28. Do not put your hands all over the spout of a wine bottle while removing the cork.

29. Do not pop a champagne cork. Remove it quietly, gracefully. The less noise the better.
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.

31. Never remove a plate full of food without asking what went wrong. Obviously, something
went wrong.

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

33. Do not bang into chairs or tables when passing by.

34. Do not have a personal conversation with another server within earshot of customers.

35. Do not eat or drink in plain view of guests.

36. Never reek from perfume or cigarettes. People want to smell the food and beverage.

37. Do not drink alcohol on the job, even if invited by the guests. “Not when I’m on duty” will
suffice.

38.Do not call a guy a “dude.”

39. Do not call a woman “lady.”

40. Never say, “Good choice,” implying 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.     

42. Do not compliment a guest’s attire or hairdo or makeup. You are insulting someone else.

43. Never mention what your favorite dessert is. It’s irrelevant.

44. Do not discuss your own eating habits, be you vegan or lactose intolerant or diabetic.

45. Do not curse, no matter how young or hip the guests.

46. Never acknowledge any one guest over and above any other. All guests are equal.

47. Do not gossip about co-workers or guests within earshot of guests.

48. Do not ask what someone is eating or drinking when they ask for more; remember or consult
the order.

49. Never mention the tip, unless asked.

November 5, 2009, 9:00 am

100 Things Restaurant Staffers Should Never

This is the second half of the 100 do’s and don’ts from last week’s post. Again, this list is for one
particular restaurant, mine, which is under construction in Bridgehampton, N.Y., and will, with
any luck, open this spring. I realize that every deli needs a wisecracking waiter, most pizza joints
can handle heavy metal, and burgers always taste better when delivered by a server with tattoos
and tongue piercing(s).

Not even a hundred suggestions can cover all the bases, so one is grateful for the many
comments following the 50, including striking “you guys” from the restaurant lexicon and
making sure the alcohol order is taken lickety-split. Thanks for all of the help.

51. If there is a service charge, alert your guests when you present the bill. It’s not a secret or a
trick.

52. Know your menu inside and out. If you serve Balsam Farm candy-striped beets, know
something about Balsam Farm and candy-striped beets.

53. Do not let guests double-order unintentionally; remind the guest who orders ratatouille that
zucchini comes with the entree.

54. If there is a prix fixe, let guests know about it. Do not force anyone to ask for the “special”
menu.

55. Do not serve an amuse-bouche without detailing the ingredients. Allergies are a serious
matter; peanut oil can kill. (This would also be a good time to ask if anyone has any allergies.)
56. Do not ignore a table because it is not your table. Stop, look, listen, lend a hand. (Whether
tips are pooled or not.)

57. Bring the pepper mill with the appetizer. Do not make people wait or beg for a condiment.

58. Do not bring judgment with the ketchup. Or mustard. Or hot sauce. Or whatever condiment is
requested.

59. Do not leave place settings that are not being used.

60. Bring all the appetizers at the same time, or do not bring the appetizers. Same with entrees
and desserts.

61. Do not stand behind someone who is ordering. Make eye contact. Thank him or her.

62. Do not fill the water glass every two minutes, or after each sip. You’ll make people nervous.

62(a). Do not let a glass sit empty for too long.

63. Never blame the chef or the busboy or the hostess or the weather for anything that goes
wrong. Just make it right.

64. Specials, spoken and printed, should always have prices.

65. Always remove used silverware and replace it with new.

66. Do not return to the guest anything that falls on the floor — be it napkin, spoon, menu or soy
sauce.

67. Never stack the plates on the table. They make a racket. Shhhhhh.

68. Do not reach across one guest to serve another.

69. If a guest is having trouble making a decision, help out. If someone wants to know your life
story, keep it short. If someone wants to meet the chef, make an effort.

70. Never deliver a hot plate without warning the guest. And never ask a guest to pass along that
hot plate.

71. Do not race around the dining room as if there is a fire in the kitchen or a medical
emergency. (Unless there is a fire in the kitchen or a medical emergency.)

72. Do not serve salad on a freezing cold plate; it usually advertises the fact that it has not been
freshly prepared.
73. Do not bring soup without a spoon. Few things are more frustrating than a bowl of hot soup
with no spoon.

74. Let the guests know the restaurant is out of something before the guests read the menu and
order the missing dish.

75. Do not ask if someone is finished when others are still eating that course.

76. Do not ask if a guest is finished the very second the guest is finished. Let guests digest,
savor, reflect.

77. Do not disappear.

78. Do not ask, “Are you still working on that?” Dining is not work — until questions like this
are asked.

79. When someone orders a drink “straight up,” determine if he wants it “neat” — right out of
the bottle — or chilled. Up is up, but “straight up” is debatable.

80. Never insist that a guest settle up at the bar before sitting down; transfer the tab.

81. Know what the bar has in stock before each meal.

82. If you drip or spill something, clean it up, replace it, offer to pay for whatever damage you
may have caused. Refrain from touching the wet spots on the guest.

83. Ask if your guest wants his coffee with dessert or after. Same with an after-dinner drink.

84. Do not refill a coffee cup compulsively. Ask if the guest desires a refill.

84(a). Do not let an empty coffee cup sit too long before asking if a refill is desired.

85. Never bring a check until someone asks for it. Then give it to the person who asked for it.

86. If a few people signal for the check, find a neutral place on the table to leave it.

87. Do not stop your excellent service after the check is presented or paid.

88. Do not ask if a guest needs change. Just bring the change.

89. Never patronize a guest who has a complaint or suggestion; listen, take it seriously, address
it.

90. If someone is getting agitated or effusive on a cellphone, politely suggest he keep it down or
move away from other guests.
91. If someone complains about the music, do something about it, without upsetting the
ambiance. (The music is not for the staff — it’s for the customers.)

92. Never play a radio station with commercials or news or talking of any kind.

93. Do not play brass — no brassy Broadway songs, brass bands, marching bands, or big bands
that feature brass, except a muted flugelhorn.

94. Do not play an entire CD of any artist. If someone doesn’t like Frightened Rabbit or Michael
Bublé, you have just ruined a meal.

95. Never hover long enough to make people feel they are being watched or hurried, especially
when they are figuring out the tip or signing for the check.

96. Do not say anything after a tip — be it good, bad, indifferent — except, “Thank you very
much.”

97. If a guest goes gaga over a particular dish, get the recipe for him or her.

98. Do not wear too much makeup or jewelry. You know you have too much jewelry when it
jingles and/or draws comments.

99. Do not show frustration. Your only mission is to serve. Be patient. It is not easy.

100. Guests, like servers, come in all packages. Show a “good table” your appreciation with a
free glass of port, a plate of biscotti or something else management approves.

Bonus Track: As Bill Gates has said, “Your most unhappy customers are your greatest source of
learning.” (Of course, Microsoft is one of the most litigious companies in history, so one can
take Mr. Gates’s counsel with a grain of salt. Gray sea salt is a nice addition to any table.)
How to Be a Good Server in a Restaurant

Some servers don't seem to have common sense these days. Sure there are many fantastic servers out
there, but some just are either too lazy or just don't get what earning a tip means. Some obvious
mistakes sometimes happen. A wrong entree from the same server that took the order is brought to the
customer. Think about that. Doesn't that show how little the server is trying to please the customer? My
husband got handed a shrimp entree instead of an augratin entree. I got handed quesadillas instead of
bbq chicken nachos. I mean, this is ridiculous that a server can't REREAD the order they wrote down
BEFORE they hand it to the customer. I feel a lot of times it's about laziness. It's too much trouble to
reread that order it seems. I've also gotten many of times missing condiments I specifically ordered or
condiments that were supposed to come with an item that was listed on the menu. That's pretty bad
when a server doesn't NOTICE things are missing. It's truly the lack of caring and effort. When a wrong
entree is brought out by the same server that wrote down the order truly makes me not understand
why they didn't notice something so VERY OBVIOUS. It's just like DUH, but some of these servers today
don't seem to be all there. I know if you rush, you may hand the wrong thing to someone, but to not
make sure it's even the correct item is just plain STUPID. These servers are just doing what I call "serve-
n-run." They aren't double checking the cook's work or even their own. The bbq chicken nacho incident
happened due to the SERVER pressing a wrong button. The augratin incident was the server handing a
bunch of entrees for our table and other tables. He told us he grabbed the wrong one. See, that server
truly just "served and ran." Not LOOKING at what you are handing someone is just STUPID. That also
goes for checks. We've also had a wrong check handed to us for another table. Again, another server not
even paying attention to what he was doing. I call those types of servers "Print-n-run." Printed the ticket
and ran is what he did.

These are the steps on how to be a good server in a restaurant:

1. Try to greet your table within 3-5 minutes. Try not to end up taking 8-10 minutes to greet a table,
because that's when customers start to get irritated. If you do take longer than 5 minutes, do apologize.

2. Make sure customers have utensils. I can't count the times I've either had to get up to get my own
utensils or had to asks my server for some. I've also have seen other customers and even my husband
was brought food(which I didn't order any food that time) without any utensils. What kind of service is
that, you know? Treat others as you would want to be treated. Would you want to be served food
without anything to eat with or even a napkin?
3. Bring extra napkins always. MOST people, especially kids or if a person orders messy foods such as
ribs, will more than likely need extra napkins.

4. Do ANY up selling BEFORE the customer orders, NOT AFTER the customer just placed their order. A
couple of times I ordered a specific margarita they had on the menus at 2 different restaurants and
those servers decided to try to sell me a different margarita AFTER I told them already what I actually
wanted. That not only wasted their time, but irritated me. I feel how dare they try to CHANGE MY
MIND! It's MY decision, NOT THEIRS! If the server wants to up sell me something, it's much nicer to do it
BEFORE I've made up my mind, NOT AFTER. I am NOT going to change my order because they want to
sell me something more expensive.

5. Never bring ANY FOOD OR DRINKS to the table without knowing if the customer wants it, even if it's
just water. Also, the server should ask if the customer wants lemon with their water. Some people may
not want a slice of lemon. The server should ask or let the customer ask if they want a refill or anything
for that matter. Some people like automatic refills, but I feel that a server can waste time at times
getting things that the server isn't 100% sure that the customer actually wants a refill. I've declined
refills before at times as well as changed the soft drinks I have ordered even. I am glad when servers ASK
me instead of bringing something to the table that I didn’t order. I don't care if it's free bread or chips &
salsa, NOTHING should be ordered for the customer and that even includes a glass of water. The
customer is the person that is ordering, NOT the server. There’s no reason for a server to order for their
customers unless the customer tells them to. Some things to consider like maybe they don't want water
or maybe they don't want free bread, because they are on a diet.

6. Bring drinks that aren't from the bar out first if there are any. For instance, if a customer at the table
orders a drink from the bar and everyone else at the table orders soft drinks or tea or water, don't make
everyone at the table suffer by waiting until the drink from the bar is ready.

7. Always give straws with drinks that normally get straws such as soft drinks or tea. If the customer
doesn't use it, it's at least avaiable if they do.

8. Don't make small talk or jokes unless you have the time. MOST people in general DON'T want chit-
chat in their dining experience. A good server doesn't usually have TIME to WASTE like that. It's also
INCONSIDERATE to customers that are WAITING for things they have asked for to play around. Servers,
think about if you were the customer, would you want to wait longer for what you've asked for so your
server could chit-chat?
9. When customers are placing their order, WRITE their order down. Write down EVERY detail and
repeat the order to the customer. Make sure you understand every detail like if they said "no tomatoes"
and you may have thought they said "only tomatoes."

10. Don't EVER come back to the table after you have left to ask the customer to repeat their order!
That's an interuption that's truly not necessary. Now if they are out of something or there's a problem
with what someone ordered, that's completely different. I am talking about servers who don't write
down orders or servers who didn't fully write down the order or get the entire order written correctly
the FIRST TIME AROUND as they should have. For instance, I ordered a margarita with salt one time and
the waiter came back to my table to ask if I wanted salt. He should have gotten it correct the FIRST time
around. I also had a waitress one time ask "Did you say mudslide or a white russian?" I ordered a white
russian, not a mudslide. My point is, points off the tip when I have to be interrupted for a server not
getting all the details right the FIRST TIME AROUND. I understand if I have to repeat my order while they
are intially taking my order, but to come to ask me AFTER they have already left the table is just not
good service. As I said before, if they are out of something or there's no way to make a certain thing the
way the customer wants it, that's understandable to have to come back to the table, but don't just come
back to the table because you didn't get the ALL the details the first time around.

11. Know the menu. If I ask what comes in a side salad because of the fact that usually for some reason,
a lot of menus don't list what comes in, don't tell me you don't know or need to ask someone UNLESS it
is like your first day or something.

12. When a customer places their order, if they aren't asking for your help, DON'T try to help them,
meaning, don't put your opinion about what you think they want to order. I already had 2 servers tell
me "You know it's not a big salad" when I ordered 4 sides of ranch for a side salad. What happened was,
I also was ordering other items that I wanted to dip the ranch in as well, so I just decided to order all the
ranch at once not to make it confusing. I find that to be RUDE to tell someone that. It's not my server's
business to tell me what their opinion is about "HOW MUCH" I am ordering. I ended up having to waste
my time telling one server that I was going to use it also for the cheese sticks I ordered and the other
server I decided to make it simple by telling that server I just like a lot of ranch so I wouldn't waste my
own time.

13. Don't be NOSY. I had a server at Denny's ask "What do you need all of that for" when I ordered
several condiments. I was nice and told her what all the condiments were for not to be rude, but I really
felt that was NONE of her business. It was VERY RUDE to ask that in my opinion. It also made her look
lazy by acting as if she wouldn't have wanted to bring all of that by asking me such a question.

14. Don't make comments about what a person orders. I had a waiter one time make fun of me by
saying "You want some more ranch" just because I asked for a lot of ranch after we had already paid and
were getting ready to get up from the table to leave as he was bussing another table. That's just MEAN.
Keep your comments to yourself. It won't help your tip any and I can report that to your manager if you
are rude to me.

15. NEVER "ASSUME" ANYTHING, EVER! For example: My husband and I ordered 2 appetizers as well as
2 entrees at a restaurant. I didn't want what he wanted and he didn't want what I wanted, so that's why
we ordered 2. We figured we could take the food home if we had too much. The waiter ASSUMED I
wanted the appetizer with my meal. For starters, I NEVER ONCE said that. Also, I should assume that
since the menu states it's an appetizer, that I would get it as an appetizer unless I state otherwise. We
were waiting quite a while when the waiter came around and we asked where my chili cheese fries
were. Our waiter replied "I thought you wanted it with your meal." I told him "I never said that." I was
SOME PISSED that he "ASSUMED" we were going to "share" the first appetizer. Anyway, I received it 2
minutes literally before our entrees came out.

I also recently had a waiter assume my husband and I were going to share an appetizer. I didn't want the
appetizer he wanted, but I did want a salad added to my entree. The appetizer came out, still no salad. I
asked the person that ran the food about the salad, which he replied that I would have had to tell my
server I wanted it as an appetizer. I think that's so ridiculous. The side salad needs no cooking, so I
thought I'd get it like I normally always did within 5 minutes or so after I ordered my entree. I thought at
the very least, I would have gotten it along with my husband's appetizer, which I received it way after he
was almost finished it. I feel the SERVER is the one at fault here, NOT ME. I SHOULDN'T have to tell him I
want my salad at the normal time it comes out if someone else at the table wouldn't have ordered an
appetizer. That's ridiculous. I don't understand why he couldn't have ASKED me instead of ASSUMING I
would have wanted it after the appetizer came out. I would have wanted it BEFORE the appetizer came
out. I would think MOST people want things as quickly as possible for the most part(not talking about
getting appetizers and entrees at the same time, because that's different). I am talking about the first
course of the meal should be the fastest thing that can come out. I guess they do this, because they
figure they'll bring out the salad after the appetizer incase if the person is still eating the salad when the
appetizer arrives. I still feel the SERVER is at fault for assuming I wanted to share my husband's appetizer
with him.
16. If a customer specially requests for something, DON'T LIE TO THEM. I've asked a waitress one time if
she could bring the condiments I ordered before the meal came out. My food arrived just as I thought
from another server without the condiments I ordered. She LIED to me, so her tip was 10%. I was trying
to prevent the situation from happening, because I know usually when someone else takes the food to
my table, I usually don't get my condiments as I've ordered them.

17. If someone wants a 2 for 1 drink "ONE at a time" respect that and only bring out one at a time. Also,
ASK if the customer would like the drinks one at a time, which you might be surpised they MIGHT just
want it one at a time due to ice making the drink watered down or maybe they might not want the
second one.

18. Immediately put the order into the computer RIGHT AFTER you take the order unless there are food
or drink orders that were ordered before the customers that you just got the order from that are ready,
then obviously, bring those customers their food and/or drinks they ordered first, then put the order
into the computer.

19. Servers should bring ALL condiments BEFORE the food is arrived. There is NEVER a reason to trust
another server that ends up bringing out the food. If you want a good tip, make sure what that the
things that are truly IN YOUR CONTROL will be correct at the very least. I have had 5 servers
VOLUNTEER(meaning I didn't ask them to do that) to bring my condiments BEFORE my meal arrived
whether or not they actually took my food to me. If someone orders a side of ranch, there's NO REAL
REASON to wait all the way until the food is ready to bring it out which is usually around 25mins or so,
when ranch doesn't need ANY cooking. Same thing with other condiments like mayo or mustard.

20. Make sure you are bringing enough of what the customer has asked for. My husband asked for
ketchup and the waitress brought out an almost empty bottle, not enough for him to even get much
out. Also, if someone asks for a "SIDE" of something, bring a "FULL" side, NOT "a HALF side." It's
ridiculous that now I am having to tell my server, "Fill it all the way." I think that's just ridiculous. If I ask
for a "side", I want a FULL SIDE. Especially if I asks for 2 sides of mayo, don't bring me 2 "half-sides" of
mayo, because then it's like only having ONE side of mayo, so then you have to make another trip to get
another side of mayo as I specifically ordered it. It's not like the server can't SEE that it's not full. Bring
customers enough condiments so you WON'T have to make extra trips. Do you honestly care about the
pennies it cost the restaurant to maybe give too much or do you care about your tips? I think a customer
would rather have more than enough, than not enough, wouldn't you?
21. When the food is ready, if the same server takes the food to the customer that took the order, that
server should be comparing the plate of food with the written order to see obvious mistakes such as a
wrong side dish, a wrong entree, missing things, or anything that's obvious like a grilled chicken dish
that's supposed to have swiss cheese(yellow) has bright orange cheddar cheese.

22. Make sure when you bring out someone's food that the item has the condiments that are listed on
the menu unless told by the customer that they didn't want the condiments that come with the meal. I
have had servers assume just because I ordered a side of ranch, I didn't want the marinara as well with
cheese sticks. I don't get that, because they didn't even consider that since usually appetizers are
shared, that just maybe the other person at the table might like the sauce that COMES with the item and
the other person wants the other sauce. We both happen to like both sauces and dip them in both.

Also, I've had times when the condiments that were supposed to come with the food according to the
MENU, weren't on the plate, meaning the server didn't verify the food they were taking to me with the
menu. Like at Denny's, my husband ordered cheese fries as his appetizer and the ranch that was listed it
came with and even had a picture of it, wasn't on the plate from our server when it arrived. I feel, how
STUPID is it not to even realize something is MISSING and still take it to the customer like that
considering they have it in a PICTURE as well as listed in the menu description. I feel if you don't know
the menu, at least take a menu and verify the food BEFORE taking it to the customer.

23. If you run someone else's food and get a request for something such as a refill, please tell their
server or even go get the refill. I have had some good and bad luck when I've done this. If my server is
not around and if I want a refill, I will ask whomever comes to the table, considering they ARE a "SOME
PART" of MY service. Sometimes those other servers worked as a TEAM by actually getting the refill for
me, one time a server lied to me, and another one said something about that my server will get it, which
she DIDN'T relay the message. The point of this one, WORK AS A TEAM, because it will come back to
you. If you help out this other customer's table you don't have, but then another server helps you out
with a customer's table you DO have, it truly all works out. No one seems to want to work as a team
anymore these days. The people that do, are hard to find.

Also if there is a mistake that can be caught by this other server such as a missing item or wrong food,
this other server should be the one to fix the situation to make it right, NOT make the customer wait
longer to get our server to fix it. I don't get why MY server usually is the one that gets the forgotten
condiments when another server brings out my food without the condiments I ordered. I feel WHY have
another server run the food if they aren't going to verify the ticket with the plate of food? It's useless to
have a food runner system if the other server doesn't verify what they are taking to the table is correct
even. I am ONLY talking about things that are obvious that are wrong. Sure my server could be at fault
for not putting in the order correctly to begin with, but I am willing to bet more than likely, it's the other
server that's too lazy to read the ticket.

24. Check back with your customers once ANY food has arrived if someone else ran your food, because
they may have a mistake that was not noticed at the time the food was ran, so no one was told about
the mistake. It's important to check back with your customers to make sure the customers are happy
with their food. It's not just mistakes that could be a problem, it could also be the food is cold or some
type of other problem. If you don't check back with your customers, you won't know if something is
wrong or not. Also, ask if they need anything. They might need something they didn't think of such as A-
1 steak sauce or a refill.

25. If a mistake is made of any kind, apologize. I can't count HOW MANY TIMES I NEVER get an apology. I
am not mean, I just tell them "I ordered such-n-such. At the VERY LEAST, say you are sorry. It's the
RIGHT THING to do. It may even boost your tip such as when I have had apologies, that I tipped higher
all because they were NICE about it.

26. If a mistake is made that's major such as a wrong entree or an overcharge, have the decency to TELL
YOUR MANAGER! I can't count the times I didn't get a visit from a manager when MAJOR mess ups have
happened. Also, if it's YOU who made the mess up, YOU try to make-up for it by asking the manager if he
or she could comp something. Also, a major mess up should come with a PROFUSE apology such as "I am
SO sorry." Not just a lousy "sorry" when the mistake is huge.

27. If you are server running someone else's food and there's a mistake of some sort, APOLOGIZE, even
if it's might not be "YOUR" fault. Customers do usually want to hear an apology when something goes
wrong. It IS the NICE thing to do.

28. Don't EVER ARGUE with a customer, even if you know they are wrong. Let the MANAGER handle it.
Like if they claim they ordered a certain item and that is truly what they didn't order, arguing will not do
anyone any good. Your tip will suffer more than likely. Just take the food back and tell the manager what
happened. What is the point of fighting what a customer that thinks they are always right? You will
NEVER get through to them, so WHY BOTHER wasting time?
29. Don't take things off the table without making sure the customer is truly finished with the item. I,
one time, put a side of remoulade sauce on the side of the table that had the salt shakers at the booth
we were sitting at. The waitress for some weird reason didn't get the hint I still wanted it considering I
didn't put it at the end other end of the table. She should have just asked me instead of just grabbing it,
which I told her I still wanted it. Another time I was still drinking a margarita and the waiter kept trying
to take my glass before I was finished with it. That's just irritating. NEVER take something off the table if
it's not finished with unless you have permission to do so!

30. If you see my glass almost empty, it would be nice if you offered me a refill instead of just picking up
appetizer dishes for instance. I shouldn't have to ask for a refill if you are at the table and see my glass
almost empty, I may want more drink possibly. Especially if I haven't received my entree yet. When I see
a server not be OBSERVANT like that, it just boggles my mind that they couldn't ask me and I ended up
having to ask them as they were ready to walk off with the dishes.

31. Wait until everyone is finished to ask about a dessert. If everyone isn't finished eating their entrees
yet, just ask if they need anything. I find it rude in the middle of me eating my entree, for a server to ask
about a dessert, because it makes me feel rushed.

32. If you ask the customer if they want something and they say "NO", DO NOT try to change their mind.
I can't tell you how aggrevating it is to have to almost argue with the server to get them to understand I
don't want a dessert this time or whatever it is. If they say "NO", they MEAN IT!

33. Make sure there are NO overcharges or undercharges on the check and that it is indeed THAT
customer's check. I have had prices that didn't match the menu. I have also had a server charge me for a
salad without an entree, even though I got an entree. So make sure you press the correct button. My
husband and I have had our credit cards rung up on the wrong table. We have been given the wrong
check before. We have had extra items as well as missing items on the check. I also had substituted a
cheddar cheese on a sandwich that came with swiss cheese, but was charged extra as if I was adding
cheese to the sandwich. That time I also didn't get charged for a margarita that was almost $7. So not
only did I have an overcharge, but also an undercharge in the same check. That just shows how some
servers don't look over their work.

34. NEVER, EVER, bring the check without either being asked or asking. I have ordered a mixed drink
AFTER a dessert at times. I truly HATE when servers bring the check along with the dessert as if they can
read my mind or something. It's NOT their call to make if I am ready for the check or not, it's MINE. You
NEVER KNOW, maybe the customer wants to order something else. I just had a waitress last night bring
us the check just because we asked for boxes. She didn't even offer us dessert, which I actually wanted
to order another mixed drink, but at the time I asked for the boxes, I still was drinking my margarita I
had ordered beforehand, so I wasn't quite ready for the next drink yet, nor did I even decide what drink I
wanted.

35. Do not waste your time writing "thank you" or draw smiley faces or even circle the amount on the
check. If it's really busy, WHY make the customers wait to leave that much LONGER to write that? Even
though some say it boosts tips, it truly doesn't for most people. Think about it. If someone has a bad
experience, the server writing "thank you" is NOT going to help, because they STILL will be pissed off. If
someone has a great experience, they are still going to tip what they are going to tip. They aren't going
to just change their mind and give more. If they would, that would be rare. It wastes other customers
that you serve time as well as those customers.

36. Don't tell the customer about a survey. Customers can READ FOR THEMSELVES! Don't waste their
time telling them about it or circling it. The more the servers pressure me to take the survey, the more I
WON'T do it. Just let customers decide for THEMSELVES if they would like to take the survey.

37. Do things in the order of arrival. If I just asked for the check, get the check unless someone's food or
drink is ready that had ordered BEFORE I did. Don't go to 2 other customer's tables to find out if they
need anything. That's just RUDE! People usually want to leave when they ask for the check, so be
CONSIDERATE not to WASTE ANY of their time by getting the check as soon as possible unless someone's
food or drink is ready that had asked for their stuff BEFORE I did.

38. Ring up the check within a 3 minute range at the MOST. Don't make the customers wait 5 minutes or
more to be able to leave.

39. When giving back change or the credit card receipts, give back the check. I don't understand why
some servers decide to keep the check? I happen to like to keep it remember what I got last time or if I
do pay with cash or a gift certificate, I can remember the server's name.

40. Give ALL change back, even if it's just a penny unless the customer TELLS you to keep the change.
NEVER just not return someone's change or ask if they want change. Always give back change unless the
customer tells you to keep the change, because they haven't tipped you yet. One waiter one time kept
31 cents change and only gave me back a 5 dollar bill from a check that was $34.69 that I paid with (2)
20 dollar gift certificates. I found that to be presumsious of him. It WASN'T "HIS" money YET, it was my
money. Instead of $4.50 we were going to leave, because his service wasn't so great, he got stiffed all
because he STOLE from us. He had NO RIGHTS to that money YET! GIVE BACK ALL CHANGE UNLESS THE
CUSTOMER SAYS YOU CAN HAVE IT!

41. Servers should wait until the customer has left to pick up their tips. I feel servers will find out soon
enough and I feel if they take it when I am finishing my drink or dessert, if I didn't tip well due to not-so-
great service, it makes me uncomfortable that they are probably giving me the evil eye. I feel just take
the tips when the customers have left.