In my last article I talked about rudeness on the customer’s side of the table, but what about surly waiters?

Researching this article, I stumbled across an opinion piece in the Sydney Morning Herald’s “Heckler” from a couple of years ago, entitled “The 10 rules of the rude waiter” . It’s a witty, tongue-in-cheek read by an SMH reader, listing the 10 basic rules for the “bad waiter”.My favourite rule is Rule No. 3:

While, as waiters, receptionists, and stewards, we’ve all had our share of revolting customers, just as inexcusable is a rude hospitality worker.

As mentioned in my last article, “When the customer is not always right”, it’s your job to try and ensure the customer has a positive experience and wants to return. What’s more, it makes sense to work on your customer service skills, whether you plan to stay in this industry or move on to something else, which in all likelihood will involve some level of customer service.

Here are what I think are the “top five” qualities of a bad waiter:

1. Rudeness
2. Indifference
3. Unprofessional behaviour
4. Slowness
5. Inaccuracy

The first three have more to do with attitude than anything. The latter two are related to competence, but really shouldn’t be an issue for hospitality workers who are willing to apply themselves.

Rudeness

I’m sure we all know what it’s like to be on the receiving end of rudeness, so why give it? We all have bad days, but don’t take your personal issues out on the customer. Like it or not, your job is to serve.

Indifference

If there’s anything worse than rudeness, it’s indifference. Don’t be too “in your face” or overly familiar (unless you’ve developed a good rapport with a particular customer), but try to act like you care whether your customer enjoys their experience.

Unprofessional behaviour

Just because waiting tables or working on reception doesn’t require professional qualifications like jobs in law, medicine, or accounting, doesn’t mean you should act unprofessionally. Every waiter, receptionist, and steward contributes to and is responsible for the perception “outsiders” have of the hospitality industry. So, if you’re tired of the attitude from customers that “she’s just a waiter”, resolve to prove them wrong. Be professional, and that’s how you’ll be perceived.

Slowness

Move those feet. Your shift will seem to go so much faster, and your customers will be so much happier, if you perform your job with a sense of urgency. By all means, don’t appear panicked, but do try to move swiftly and get tasks done in a logical way. Certainly don’t stand around gossiping with your workmates while there are customers who need attention. Again, it’s often a matter of perception, so be seen to be busy!

Inaccuracy

While most customers will be forgiving of a one-off mistake, frequent or repetitive mistakes won’t win you friends, or tips. Listen carefully when taking orders or reservations, and, in the event that you do make the occasional slip-up, acknowledge your error and act swiftly to fix the problem.

Some further thoughts

• It’s not so much what you do, but how you do it.
• Even if you’re flat out, acknowledge your customers as soon as they walk in the door with a smile, hello, or a nod of your head.
• Have peripheral vision.
• Be courteous and charming.
• Anticipate your customers’ needs. Don’t make them have to ask for everything.
• Communicate with your customer. If you forget part of their order, it’s best to return and double-check with them politely. It’s much less embarrassing than bringing them the wrong meal!
• Communicate with the kitchen. Avoid hassling busy chefs but do communicate with them regarding food specials, any special dietary requirements or food allergies, and whether to expect any delays on meals.
• Be honest and upfront. Don’t tell your customers that their meals will be out in 10 minutes if you know they’re going to take half an hour.
• Know what you’re selling. There’s nothing worse than a waiter who has to keep checking what “foie gras” or “quinoa” is, whether something is grilled or fried, or what the specials are.
• Don’t be too pushy. The hard-sell can be really off-putting, unless you’re truly gifted.
• Wait for everyone at the table to finish their meals before you start to clear plates.
• Don’t pass the buck. Take responsibility if the error is yours, but apologise even if it’s someone else’s.
• If in doubt, defer to your manager.
• A positive attitude is catching.