Anonymous

Everyone who sits at your table is your boss. You must remember that. If you don't like it, get into another business but wherever you go, you will have to deal with a boss.

Miriam Silverberg

Anonymous

I have to disagree with Natalie. She is not entitled to anything and the truth of the matter is that she is, as we all are, just a cog in the wheel. I agree that management and the kitchen have an effect on your income. The better they are the more everyone makes. But the fact is that you are completely in control of your income. If you want a raise, then either work harder or change restaurants to one with a higher priced menu.

You say this is the only industry where the customer chooses what they want to pay, but that is simply not true. Every one of those sales guys sitting at the table is laying it on the line and working hard to get a customer to commit, and after hours, days and weeks of receiving information, work, presentations, and free meals (at your establishment, where they usually tip) their customer can go with someone else at the drop of the hat. And to make the point- they don't get paid if they don't make the sale. This IS, however, one of the only industries that someone with no education and a winning personality can make $40-85k+ a year with no real learning curve. Instead of thinking of yourself as a $2.13.hour wage slave, you should look at yourself as a commissioned sales person. You sell, you eat. You don't sell, you don't eat. The better you are at the job that more you make in commissions. Also, the better you get, the more likely you are going to be able to choose the cherry shifts and sections. I don't know any waiter that sees themselves making $2.13/hour. Who could work for that? But you do owe it to your employer to knock out the busy work and clean up. They give you the environment from which to base your commissioned sales operation. I made $6,000/month in tips at a TGI Fridays in Houston Texas my entire first year as a server.

You have options Natalie, but your customers don't owe you anything. You owe them a great experience that persuades them to pay you above and beyond the price of their meal. You make the difference whether or not that person comes back as much as whatever it is you are serving them. And you just have to take the good with the bad. Sometimes your customer is having a bad day and is going to take it out on you. That is hugely unfair, but the reality is that your interaction with them may be the only time that person can excercise power over another and is going to prove to you and their friends that they are boss. (By the way, their friends know they are a prick, also.) That is where good training and a smooth floor manager can make a difference. At the end of the day, though; you are in control of that interaction. And no matter how wrong they are Natalie, they are the ones who pay the bills and they are right.

So in response to your challenge, I would challenge you to this: the next time a patron tips poorly, make an attitude check and see where you might have let them down. Think about what you could have done to make their experience better and make them want to return. Your customer is the one that is entitled here, did you deliver the goods? Usually the answers will show up on that little line below the total.

John H.

Anonymous

What a good reply to Ns rant. The more I read of it, the more I didnt want to read further, but John H was more balanced and fair.
Im coming from the side of a small restaurant owner in Argentina. We enjoy 14 seating in the restaurant and 15 outside. It was just the 2 of us running it, and then we became more established and had to take on a server and kitchen staff part time. The perception that people may have is that the server does little for their money. I would like to tell you, that the kitchen staff work so very hard for their money, while they get little or no extra reward for presenting the plates to the server. Well here we have changed all that, tips are spread equally, and that includes to us also. Without our share of the tips we would not be able to survive, and then we would have to close. People would lose their jobs, the local shops would suffer etc etc. The pot is not only for the server, it should be for all. And by the way Nat, you should be damn grateful for anything you get, no matter how much less than you think you deserve, if you worked here you would be out on your ear.
Las Tablas Serranas, Villa Giardino, Cordoba, Argentina

Anonymous

As owner/president/head busser....and 35 years in the business, I have lots to say about Natalie. I have a wine/martini bistro in a neighborhood stripmall, seats about 100 open 4pm 6 nights a week. you are independent contractors, and get paid a % of sales. Got a bad attitude? Not happy ? Find another setting.
Making good money, cocktails w/ boss, employees, making $500 a week ? get your shit together. I try to save these young workers,with attitude adjustments on life. As a cancer survivor of 9 years, it's important to enjoy what you are doing. If not see ya ! Life is short, and if you can find greener grass, open the opportunity for someone that will appreciate the money, the guests, and sleeping in. Al from bistroalvino@qwest.net Restauranteur/babysitter

Anonymous

I will agree with both John H. and Natalie. If the U.S. system of serving were perfect tipping would take place all over the world. Maybe this isn't the case since most of Europe doesn't force their waiters to sell to make their living. I would also like to add that for many servers they can only move to an upscale restaurant if they are very lucky. I am in a major metropolitan area and most of the upscale restaurants in my area don't employee African Americans in the front of the house. Maybe a beautiful hostess, but not many servers mail or female. How are African American, and other non caucasion servers supposed to make more money then?
Ted Walder
Owner/Manager
Dizzy's Delivery Diner
info@dizzys.biz

Anonymous

After 37 plus years in the restaurant business, most as a server, I find value in both Natalie's and John's viewpoints. I have had several good managers, a few great ones, and more than my share of lackluster bosses. First of all, allowing your performance to be a reflection of a lackluster management is not something I would brag about. Your job and the way you perform is a reflection of you. My grandfather always told me to do the best of my ability and if I would be ashamed to sign my name to my job performance, then something was definitely wrong.
Secondly, having known quite a few sales people in my long life, I am quite certain that in most instances, they have a base salary. This is to ensure their ability to survive when the market is slow. I'm not aware of any server who, say, during the worst blizzard of the year and their customer count can be done on one hand, is compensated by their employer. Granted, there are times when a server can make as much if not more than the BOH staff, but they make nothing when they have no tables, The BOH makes the same rate if they handle one dinner in 8 hours or 100.
A negative paycheck? Then, obviously, the tips you claimed far outweighed the hourly rate. Not too bad. And let's not forget, whether we own up to it or not, all of our income is not taxed. I've never met a server who hasn't fudged on the amount of tips they've made. BOH can't do that. They are taxed on every dime they make, and if they are lucky enough to get overtime, they get hit even harder.
I think one of the biggest problems with servers and the service they provide is their training gets diluted. I have had the priviledge of opening serveral chain locations for different companies. The original employees who are trained by a certified training staff prior to the opening of the store, are exceptionally well trained. The best of that crew is trained to become trainers, who, in turn, train new hires. Eventually, the original crew is gone and the second group of trainers are training the new hires, and so it goes. By the fifth or sixth group, important information, procedures, and specs are forgotten or overlooked. I for one know that after a few years, I've returned to restaurants I've opened and don't even recognize the required steps of service.
Enough said.
Heather E.
Professional server
shlasmom425@hotmail.com

Anonymous

WOW! I loved reading all the comments and most of them are pretty accurate. I am a 4th generation restaurant owner/operator in a very small town in upstate NY. My location will be celebrating 24 years in business next month, and there are 4 other family businesses.
When I was younger, I worked primarily as a server. I was one of those who added the gratuity to large parties (as stated on our menu) and HOPED the customer didn't notice and left more!
Now, I am back on the other side of the fence. I hope our servers are honest enough to inform the customer that the gratuity has been added because otherwise the whole value of the meal has gone up. People will think they paid more for their meal than it actually cost, and that is not good for business.
So you see, I can see the fine lines of both sides: I think dedicated servers make an honest living and enjoy what they are doing. In my opinion, there is a big difference between an "order-taker" and a "meal-planner". An order taker is going to get to work on time, finishing their hair/apron/make-up once they get to work, make mediocre tips and skimp out on sidework whenever possible. They are going to let the customers make all the decisions and not offer any suggestions or upsells. Picture Flo on Mel's Diner! A meal-planner, however, always goes the extra mile. They will get to work a little early to make sure that everything is set up properly and that their station is set with clean silverware, etc. They will do their side work because they understand the importance of having everything ready for the next shift. And they "guide" their customers through the meal, making suggestions, offering a house specialty, pushing for all the extras in a mild and receptive way. Water glasses in the meal planner's station are always full, whereas in an order taker's station, they are half-empty.
You see, there is a difference in the quality of service people provide. I believe that good servers - make that EXCELLENT servers - should get rewarded with an above average gratuity. I also think that employers need to recognize these employees and maybe pay them a little more than the rest of the wait staff.
I know that in my experience, the servers (at least the top ones) make more than middle management with fewer hours and less responsibilities. But, like Natalie pointed out, they are in constant contact with the customer and serving can be very strenuous on your back,knees, etc. In most cases, servers do not get medical insurance whereas some places may offer that to their management staff.
One thing I think is important to remember is that the kitchen staff makes the same no matter what. While that may not seem fair in January in upstate NY, think about it in themiddle of August when the servers ae walking out with $200+ in their pocket each night! Or on any major holiday. As a server, you are in control of your income, but you need to realize that there are many people who play an important role in what you make. Dont take the kitchen staff for granted - they could very easily "lose" your ticket. Try to stay calm and focused: while you may have 5 tables, they are trying to prepare food for 5 tables X 6 servers! They can make or break you sometimes..
Guess I got off on a "rant" myself!!!
Liz Comatis
email: ecomatis@rochester.rr.com
www.abigailsrestaurant.com

Anonymous

I have been a server for almost 6 years. I started out with "no" experience. I was a secretary in the legal department & then in sales & marketing so I did have the ability to work with the public. I find this job the most rewarding I have ever had in my life, & I cannot imagine doing anything else. I think of my customers as my "friends" & always try to make their visit to our restaurant a pleasant one. I am what some of you call just a server, but I treat our customers as if I owned the restaurant, & I enjoy the people so much. They always have stories to tell & just genuinely want to talk & have a good time. I have met so many interesting people & yes there are those out there who want to give you a hard time, but I have found that the more I smile and treat them nice, they eventually back down - you get to them with your niceness before they get to you with their rudeness. Your tips can vary. I live in a very small town where the economy is not good. I recently have had patrons who used to tip me very well not tip me at all, but I continue to serve them as I always have because I know they are going through hard times. Job losses, illnesses, family problems, etc., can be the reasons for this, BUT they continue to come in & that is good for the restaurant owner & when they get back on their feet, the tips are there again. A server needs to feel compassion for her/his customers - that is why they keep coming back. You are the greatest asset to your boss because you get the feedback of what your customers' likes/dislikes are. Pay attention to what they say & that will help your boss. My boss has noticed & made me manager - I still serve because she knows that is why people come in, & I couldn't imagine not interacting with the customers - that is the joy in this job. Those of you who complain need to find another line of work. If you don't enjoy what you are doing, do something else. The rewards of this job are plentiful - just think of all the people you have touched in some way or another. Your kind word, smile, or just a short conversation mean a lot to people & sometimes they come there just for that reason. We have great food & great cooks & we all help each other out - that is what always works - team work & a owner who knows that & constantly helps out too. I love my job & have encountered rude customers who you just can't seem to please, but what job doesn't have that? If you are patient and understanding, you will be able to handle those difficult customers also. Just enjoy your job and the people & helping others makes you feel good & they will tell you about it believe me. I love what I'm doing and wish everyone else could have the same experience.

Anonymous

To the above comment the e-mail address is: toddmaw@msn.com

Anonymous

Many interesting perspectives on this thread.

As a Career Professional Waiter of almost 30-years: I’ve made it successful in spite of all those (few but memorable) crappy owners, managers, peers, cooks, and customers! The majority of Waiters, restaurant people and customers are hard working and aiming for their piece of the American pie.

I laugh at the intense interest in how much Waiters earn. So many have fervent opinions on what a Waiter’s labor is worth and how much Waiters should be paid. However, with all the high-level interest, why can’t the industry retain professional career Waiters even when there are more than adequate incomes to be earned?

I see that the majority of the responses are from restaurant owners, some as far away as Argentina! One even referred to Natalie’s letter as a “rant”.

The problem is that the Professional Waiter is not considered a legitimate career choice within both the industry and our current American culture. In addition, that’s regardless of how much income the Professional Waiter can earn. The job is considered a “revolving-door” position and those in it can be easily replaced. Waiters are to be seen and not heard, which comes from the 18th through 20th century American culture that waiter jobs were given only to servants, slaves, or freed slaves.

Near the end of the Civil War, George Pullman of Chicago discovered the critical role free black slaves played in building his railroad car empire. The Pullman Diner Car developed a reputation for the BEST dining service in the world! Pullman’s standards became the business model for future American dining service. Yet the waiters, porters, and other familiar black railroad staff were treated as “second-class citizens”, both within the railroad industry and America in general.

It has been reported that there are not many blacks in the industry now because those that worked as waiters from 1860’s – 1960’s earned their way into middle class the “hard way” and, wanting better for their families and children, encouraged them to get educations to gain higher paying and more “respectable” careers. In other words, they didn’t want their children to suffer the same harsh, sometimes cruel, working environment they had as waiters.

The times have changed. Many waiters now have college degrees and can earn the $40-80K referred to earlier. Contrary to John H, the learning curve is real and very steep if you want to sustain $80K a year as a Professional Waiter. The reason there are so many bad waiters is that the industry settles for it. The industry knows only too well that service is the #1 diner complaint yet very few operators are willing to invest in the necessary training for staff at all levels.

The Waiter labor pool is dwindling for the restaurant operators for many reasons.

For the most part people leave companies because their labors just aren’t appreciated. Some remarkable people from history knew this:

A soldier will fight long and hard for a bit of colored ribbon.
~Napoleon Bonaparte

I can live for two months on one good compliment!
~Mark Twain

Our industry takes a shameful position that Waiters have to “put up and shut up”. Many of the responses included, “If you don’t like it, then leave.” And they are correct… the superior professional waiters who built loyal customers and reliable revenues for their employers and themselves… are leaving. The current restaurant HR buzzword is retention.

Submitted with great respect and passion for my career of choice in our industry of choice.

Paul C. Paz – www.WaitersWorld.com

Anonymous

In India customer is god....

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