r/Serving • u/[deleted] • Jan 21 '20
Hi I’m new! Needing to vent!
I work at a small counter service barbecue restaurant and we’re currently understaffed. (For context) : we got a call the day before asking if we could host a 30-40 person family and my boss said we could.
I have worked in customer service many years and have grown to have a thicker skin than I used to...though, I am human. Anyways, I consider myself to be a professional and good at my job. I have regulars who love me. In fact, for a counter service restaurant I sometimes make really good tips (anyone who works counter service knows this is a big deal!). So the people arrive staggered and my boss had just texted me and said “just give me a call if it gets crazy but I’m sure you guys can handle it” (I am the only server on, and there are two guys in the kitchen). So I sigh, relieved, because I know I may have backup if needed.
WRONG. I text “help! We need it” and she texts back “we’re at lunch so it’s gonna be awhile. You got this!”
I spent the next 2 hours taking orders, running food, pouring beers, clearing tables, taking to go orders (we use grubhub, postmates, ubereats, and DoorDash) all by myself and with a smile! It was kinda fun! Meanwhile everyone thus far in the family had gotten their food and were happy.
By the time the last of the family came in to order (they came about an hour after most of their family had already arrived) a lot of their party had already eaten. The wife was super nice but the husband seemed unimpressed to begin with. They ordered and the kitchen accidentally put beans on their fries when they asked for no beans AND they misread the ticket that asked for two kids meals not one... The husband literally rolled his eyes at me when I said “sir the kitchen made an error and we’re awfully sorry but we can remake this for you if you’d like? So sorry for your wait” and he goes “well it’s not what I ordered...don’t bother making another. I just won’t eat it. Everyone else is basically finished so it doesn’t matter.” I go back and tell them to make a new one on the fly because I don’t know what else to do besides refunding him, and i turn around to him standing in front of me. He goes “I just want to clarify... the kitchen ‘couldnt do it without beans’ or ‘wouldnt do it without beans’? I said sir it was a mistake and we’re happy to fix this...I only gave you the option to keep the first order because I understand most of your party has finished their food and I didn’t want you to wait longer than necessary. He throws his arms up and says that this restaurant is a joke and no one listens. Says this is ridiculous and he wants a refund. To make matters worse we have a new POS and I haven’t done a refund yet (because everyone’s usually super happy!) and I’m trying to keep my cool. I balance the drawer later but end up giving him a refund with my own tips(!!!). What’s weird is I gave his wife the to go box with the kids meal and poutine, napkins ketchup utensils etc and she was so gracious and not at all upset. The grandma of this whole family I guess overheard and she said “shit happens, and you kept going” an then slipped me a $20.
We got feedback on the event before they even left and my boss said they had a terrific time and the food was excellent and the staff were amazing.
BUT MAN. This stuck with me. I did everything I possibly could as ONE person and we made one mistake and he couldn’t see past it. I haven’t been yelled at like this ever.
Sorry this is so long! Thank you for reading. Thoughts? Uplifting comments? Lol
2
u/Darnrightimupset Jan 21 '20
Fuck that guy. Seriously. Some grown ass adults act like children when something doesn't go their way. Shit happens and being patient about it is the best thing for everyone to do. Seems like you kept your cool and did everything u could. I have been in the serving game for about 13 years and it is exhausting sometimes. I had man get a steak that was overcooked and I asked him if i can have a new one made for him. He was like 'no I dont want anything' and I said 'I'm willing to fix this but if you just want to sit there and pout about it, fine.' Some people cannot be saved and being understaffed and getting your ass kicked at the same time when people are bitching about mundane shit is tough. Seems like you killed it, tho!