Monday, June 11, 2007

The Blame Game

There are several points of view that are most frequently seen in the restaurant industry. Unfortunately, each person who holds one point of view or another is too frequently unable to see the situation from another side. This is where "The Blame Game" comes into play.

Take this dining experience for example.
A couple goes into a restaurant for a dinner out.
They called ahead and arrived 15 minutes before the quoted time. However, the table is not ready yet.
***So people start yelling, and The Blame Game begins.
Is it the hostess's fault for not correctly guessing how long the previous guests will take?
Is it the customer's fault for arriving early?
Is it the waitress's fault for not speeding the meal up fast enough to turn the table?
Is it the kitchen's fault for not cooking fast enough?
Is it the manager's fault for scheduling an inexperienced hostess on a busy night?
Is it the company's fault for setting the policies that determine the quoted times given customers?
Is it the town's fault for installing that extra stoplight that allowed the customers to arrive ahead of schedule?
****I think you get my point.

The same game will be played over and over throughout the night. Why did the drinks take so long? Why did the food take so long? Why were there no walnuts or extra peppers? Why, why, why?!? And more importantly, whose fault is it?

My question is this - Why does it matter who screwed up? What if NOBODY screwed up? And things just went slightly wrong because of an unavoidable situation??

When I go to work at night, I go in with a positive attitude. I greet every guest with a warm smile and a friendly demeanor. I have been waitressing long enough to be able to anticipate the needs of most of my guests, and I take care of them each. This is why most of my guests frequently ask for me when being seated - with many of them willing to wait longer for a table in my section.

Sometimes things happen that cannot be avoided. When these situations arise, I am always available to assist and correct the situation as soon as possible. The stations in my restaurant are set up to be within view of one another, so we are never far from any table.

The point of this little tirade is simply that sometimes, no matter how hard we try, things do not go perfectly. On these occasions, it is far more mature to fix the problem with an understanding attitude than it is to start placing blame on anyone.

And I do realize that not all waitress are blame free. In fact, I work with several that are new and still learning how to care for their tables. But to assume that all waitresses are going to give you bad service simply because you had one (or two or three) bad experiences is not fair to your next waitress. Believe it or not, some of us know what we are doing, and we will try our best to let you see that.

1 comment:

Waitress4Life said...

After years of going back and forth between waitressing jobs, I finally lost the passwords to this blog... But I haven't given up! Or lost my absolute desire to share the JOYS of the restaurant world!!
Join me on the blog I CAN access and will be updating (hopefully!!) far more frequently in the near future!!
It's great to be back... I really need to vent! Waitress4Life
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