Back when I lived in Prague I used to laugh about the crappy service in pubs and bars. They don’t work for tips over there, so pissing off the guests really doesn’t matter much.
Right now I’m sitting at a place called BJ’s, which is practically part of the Apple Campus. My service today has been worse than anything I saw in Eastern Europe. The problem: tunnel vision.
For example: I am sitting next to the main thoroughfare to the kitchen. Every waiter and waitress passes my table regularly. Yet, when I wanted something, they all strode directly past me, steadfastly ignoring my increasingly urgent gestures. Finally I got the attention of a hostess, who stopped a waiter and asked him if I was his table. He shook his head no, eyes fixed on the stone tiles ten feet ahead, and pressed on into the kitchen.
The hostess then asked me, “do you know who your waiter is?” and I found myself feeling apologetic for not knowing my AWOL guy’s name. Anger at myself fueled my current state of indignation. The right answer: “I don’t give a fuck who my server is, and neither should you.”
I suspect my guy was on a break and hadn’t handed me off properly. He’s been very attentive, and even cool, since then. But I’ll tell you this: if I was manager of this place there would be jobs on the line. “Not my table” is no reason to ignore a patron. That I was ignored by so many people indicates that the problem is institutional. If I was owner, the manager’s job would be on the line.
As I was writing that last paragraph, my server came over, told me he was taking his dinner break, and introduced me to his stand-in. Chris will look out for me, I’m sure. My needs are modest. But I still have the feeling that it’s just Chris. If he’s tied up, I’ll be out of luck.
Update: Unlike my previous cry in the wilderness, this one was answered. I got a message from the manager of the local BJ’s, taking my message very seriously. He even asked to meet me personally next time I come in, but I’m not sure I want that level of attention.
It is a sign of good management to take criticism as valuable feedback and use it constructively.