Dealing with Difficult Customers: Lessons from a Waiter’s Experience
Far from an uncommon occurrence, difficult interactions between waitstaff and customers are something every waiter and waitress must face. While yelling is generally considered unprofessional and can lead to negative experiences, sometimes it is a reflection of the situation's intensity or a breakdown in communication.
Common Consequences of Unprofessional Behavior
Yelling in a restaurant setting is generally discouraged and can create a tense, uncomfortable environment for both the staff and the customers involved. Professional conflict resolution is encouraged to maintain a positive atmosphere and ensure both parties leave satisfied.
A Personal Encounter with Difficult Customer Behavior
During my time as a waiter at an Italian restaurant in Cleveland, OH, I encountered an instance that is etched firmly in my memory. A couple ordered the daily special of chicken cacciatore or pasta, priced at $4.99. They were served water and lemon slices for free, which they used to make their own lemonade. This was no problem, but their demands grew increasingly irksome as they insisted on no olives on the salad, pasta sauce on the side, and more lemons and water.
While taking an order at a nearby table, the couple repeatedly interrupted to request more lemons, disrupting other customers. In a fit of frustration, I said, “Shut the f up, I’ll get to you when I’m done here.” They were taken aback but did not escalate the situation. Instead, they quietly finished their meal and left with a generous tip of 10% on an 11 bill.
Addressing Flawed Orders
Another incident that tested my patience involved a customer who ordered a beef dish with pasta. Upon receiving the dish, it was served with risotto instead of pasta. I hated risotto and had never intended to order it, so I pointed this out, but the server insisted it was what I ordered, becoming progressively louder each time. Finally, I laid down the challenge: to bring me a menu so I could prove my point.
When he pointed to the risotto and the entree above it, I was right. The server apologized, realizing his mistake. At this point, he went to the manager, who comped the meal in my honor, ensuring the issue was resolved amicably.
Key Takeaways for Restaurant Staff
These experiences highlight the importance of maintaining professionalism, effective communication, and the ability to de-escalate difficult situations. Patience, clear communication, and attempting to understand the customer's needs are crucial in such instances.
Difficult customers are a part of every waiter or waitress's profession. However, professional handling of these situations not only preserves the dignity of the restaurant staff but also enhances the overall experience for all parties involved.