Came across this article in NYT today and instantly was taken back to those waitressing days. I agree with somethings in it... most of it actually and strongly disagree with some of it. Of course, the style sometimes depends on the restaurants. If you go to a restaurant in Italy, he will tell you what is good and he will tell you what is a bad combo if you make the mistake of ordering it. You can still order it but at your own risk, and i've found that it generally isn't wise to ignore their advice.
So then I started thinking about what I learnt in a restaurant:
1. The customer is not always right.
There are those cranky, bitchy customers and they get minimal service. Because as a customer - it is their duty to behave well too. You might out for a chilled night out but that doesn't mean you make other people's lives hell.
2. Talk to them.
Not to a honeymooning couple. But judge the body language. Smile, exchange a few words. It makes your job more than a docket and a table. And it earns better tips
3. Indians do not make good customers
Some do. The global, well-traveled people. But mostly, they treat you like a 'waiter'. They make 'shh shh' sounds to attract your attention, they always order in bits regardless of how busy the restaurant is, they are miserly tippers and they wonder why on earth is an Indian girl waitressing.
4. Arabs make worse customers
At least all the ones that walked my way. I strongly protested when my boss grumbled when a party walked in. I volunteered to take them, in my shiny-eyed days. It was a slow day. They were the first customers. The restaurant was still shiny and clean, there was plenty of cutlery and plenty of everything. There were just 6 of them and I was able to handle about 50 people alone by that time. Ten minutes later, i was not too sure about my saintly patience. He thought I was a genie who could make everything appear as the words left his mouth. The kids were rude and ill-mannered and messy. Coke was on the floor as was some of the food they ordered. A glass was broken and the kids were loud.
5. When people treat you like a sex object, you do not have to be nice to them.
One cold, windy, rainy saturday night when we were full to the extreme outside table, two men walked in with three kids. We told them we had no space but they said they would wait. We told them there was no real estimated time but they said they would wait. Except ten minutes later the dad - the 'alpha' got a little antsy and then got real mad because they didn't have a table. Too busy to argue or punch his face, we quickly moved a table whose people just left and dumped them there. Unfortunately, it was right in the middle of the restaurant. But hey, two men, three kids, how much could they want right? It started with 4 beers. For the two men... who wanted the back up beer replaced as soon as the first one was over. Reminder - we are a family restaurant. NOT a tavern. They wanted hot food in five minutes. They wanted coke for the kids, fanta for another and lemonade for yet another. With specific ice cubes. My friend lost her patience and asked me to take them before she dumped an ice bucket on his head.
And then the younger guy coaches the 12-year old kid to flirt and hit on me, get my number and check me out. I should've dumped the bucket then. Coulda woulda shoulda. All this cuz that moron alpha had a platinum BMW card, which means loaded. asshole.
6. There is a rhythm to the chaos.
When you are sitting there, sipping your drink, listening to the quiet music and the bustle, you do not realise how chaotic it is in the kitchen. And how there is a music to that chaos. The chefs cooking multiple orders at a go, one person separating the orders cooked and putting them on a plate, the waiters bringing in new orders and swinging out with the old ones, rushing in for emergency replacements, people washing dishes as the dirty ones come in and replacing them, complaints from various people about some food or the other, the temper tantrums and yelling when the complaints come in and simultaneously fixing whatever was supposed to be wrong. and the phone ringing off the hook. answering the phone, writing down the takeaway order while making a drink for an impatient table. swinging the drink towards someone to push it to the table and pushing the order into the kitchen and collecting an order ready for a waiting customer. billing him and taking the payment as you enter yet another drink for someone else's table. sending out the bill for one table and collecting the bill for another while struggling to make thick froth for a cappucino. serving the cappucino and collecting the dirty dishes and a dessert order from another table. serving the dessert and setting up another table for new chaos.
whew. i miss it.
we swing, we multitask, we swear, we laugh. and all that you notice sitting outside with your drink is food coming out and dirty dishes going in. not the slight line on the forehead as we wait by your side as you delibrate over your dishes or if you want more mushrooms or more olives. not the way the body seems to move fluidly but the feet are fast dodging moving chairs and people carrying heavy plates. we swirl around each other, laughing and you don't notice what a busy little bee hive you are sitting in.
(more later)