Jack Rule is 33 years old and has been in the Food and Beverage industry for 17 years.  He has been bartending and/or managing for the past 10 years.  He has done every job imaginable in the restaurant/bar industry, from the dish pit to running the joint.  He was a corporate opener for a company that owns boutique resorts, and he is a certified sommelier.  Jack says, ”I love making drinks though, I really love mixology and wine. Those are definitely my passions. Bartenders are definitely a different breed from all the rest though.”

The restaurant business has taken Jack all over the U.S.  Santa Fe, NM, Scottsdale, AZ, Newport, RI, Key West, FL, Miami, FL, Daytona Beach, FL, Delray Beach, FL just to name a few.  At the time this was written, Jack was residing just outside of Atlanta.  However, he  moved to New Orleans  just in time for the Super Bowl and Mardi Gras.

Jack on How to Be a Better Restaurant Customer, “I love your posts!!!” Thanks, Jack, I think you’re awesome! Hope you had fun at the Super Bowl! Good luck in all of your endeavours.   Keep us posted, Jack! God bless and thanks for all of your support!

We’ll feature the 500th fan on the website next, is that you?  Join us on Facebook and tell a friend!

httpv://www.youtube.com/watch?v=WTuMY1WTHR0

Marta Daniels ( http://www.HowRC.com/ ) discusses a scam that RCs (restaurant customers) attempt to run when trying to get free food at restaurants.

So here’s my question. How long do y’all think a meal out on the town should take? We’re talking at a sit-down restaurant with a server who comes to the table and takes your order, not an establishment where you give your order to a person at a counter, pay them and then slide to the left! Take a moment and share your opinion in the poll below! Thanks so much for your participation. God bless!

httpv://www.youtube.com/watch?v=EiUbZXAsLHo

Marta Daniels ( http://www.HowRC.com/ ) discusses how dramatic RCs (restaurant customers) can be when it comes to lemon in their water, and how low-class it is when people order a water, a bowl of lemons, and sugar so they can make free lemonade.

So what does it take to be considered a regular at a restaurant? Well, the simplest definition is that you come to that particular establishment On a Regular Basis.  But “regular”is a generalized category with several sub categories, and I am going to break those down for you.

The Annoying Regular: This individual (usually a woman) comes in once or twice a week.  Everyone has waited on her at one time or another, no one wants to. She complains about every little thing every time she comes in, yet for some reason, she keeps coming back! Even though the entire staff and any customers in her immediate vicinity wish she wouldn’t.  She is extremely loud, and seems to think she is the only customer in the entire establishment.  She is generally alone, because no one wants to be out in public with her! It’s too embarassing.  If she is with other people, she sees herself as the spokesperson for the group.  “He doesn’t want that! It’s too well done for him! They don’t like the lemonade, it’s not sweet enough for them!”  She is a terrible tipper.  It generally takes a good five minutes for her server to greet her.  The reason? Whoever has her section is desperately trying to barter their first-born child to whoever will take her off of their hands!  When that doesn’t work, the poor server tries to make a run for it out the back kitchen door.  The other servers will not allow this, because then one of them will have to take the dreaded table.  So they form a barrier to the door and force the server to take Miss Annoying Regular’s order.  You can be sure its full of “Hold this, none of this, add this, run to the store and get this, and it better be right, because it NEVER is!”.

The Average Regular: This person (usually a guy, an older gentleman) comes in two or three times a week.  He is alone, generally retired and widowed or divorced.  Everyone recognizes him, he’s been coming for months, or even years.  He gets one of two or three things everytime he comes.  The staff that have been working there awhile may very well know his name, he’s Sam, or Mr. Wilson, or something like that.  He knows the names of the staff with seniority (In a restaurant, that’s a year or more).  The thing is, he’s not a particularly phenomenal tipper.  9-12% is his typical range, regardless of who waits on him.  So there’s no fight to take him, or become his regular server.  He’s just a fixture, something that’s always there, like the broccoli soup.  You like broccoli soup, but nobody throws a party over broccoli soup.

The Personal Regular: This is an individual (male or female) who has a favorite server. This can be for a variety of reasons.  Maybe they know the server outside of the restaurant, a relative, friend, friend of a relative, friend of a friend, fellow church member, etc.  Maybe they find the server to be incredibly attractive.  Most likely the server waited on them and made such an impression with their customer service and personality, that rather than gamble on getting a less exciting experience, they always ask for that server.  This regular will wait for their personal favorite to become available on a busy day.  They have that server’s schedule pretty much memorized.  On the rare occasion that they miss their favorite server due to a sick day, personal situation, or other schedule change that causes an unexpected absence, they will graciously accept another server.  They will tip quite sufficiently (about 15%) but nothing like the 25-50% they leave their favorite. Personal Regulars tend to dine alone (as do most regulars of any type) but this category is more prone to be a couple than the other three.  Every server strives to have several of these regulars; really awesome servers have quite a few.  Phenomenal service can get around by word of mouth; servers can acquire Personal Regulars by referral.  One night full of these and a server can walk out with $200 on five or six tables!

The Rock Star Regular: This person (a male or female, although the odds are probably a bit more towards it being a male, simply because men are more prone to showing off) comes in twice a month or so.  Everyone has waited on them at least once, and everyone is dying to do so again.  This is generally an incredibly easy table to wait on, s/he usually gets the same thing, chitchats with the server a bit, waves to the rest of the staff, eats, and leaves- a huge tip! 35-50% every time. S/he generally comes in alone (like the rest of the regular types) but if dining with a guest the tip is even more massive!  The tip is humungous regardless of the server.  The Rock Star Regular will tip a brand new server who screws up the entire order the same as s/he tips the rest of the servers- and tip the veteran server who comes to fix the errors for the newbie!  When this regular comes in, all the servers stop what they’re doing, salivating at the mouth while they wait to see where the host seats the Rock Star Regular.  Once the table is seated, the other servers will beg that server to arm wrestle for the table.  They will offer: their next three tables in exchange, to do that servers side work tonight along with their own, their first born child, etc.  The lucky server declines all of this and cheerfully skips over to the Rock Star Regular, his/her favorite beverage in one hand, some hot bread, fresh from the oven in the other, and a huge smile on their face. 

Regulars have a huge impact on the servers at a restaurant.  The Annoying Regular makes a server rue the day s/he entered the profession.  The Average Regular offers a balance between the heart-breaking lows and sublime highs of customer behavior.  The Personal Regular is why you stay in the business, and the Rock Star Regular, well, at a restaurant, we’re all there to serve the Rock Star Regular! Which one are you?

httpv://www.youtube.com/watch?v=pf1gQXyjHjg

Marta Daniels talks about people who claim to have allergies, when in reality they just didn’t read the menu!

An awesome RC left a comment/question on the Facebook Fan Page (http://www.facebook.com/Be.A.Better.RC), and I’m going to share it with you all, along with my reponse.

“I’m a customer and I LOVE your blog! I have a question (or maybe it’s a suggestion for a blog if it hasn’t been done). I love to go out and I always leave 20% for adequate service, more for great service or if I’m camping a table. I’ve even had bad service where I leave 20% because the server was nice and obviously …new. Even when I’ve had clearly bad service I’ve never left less that 15%. However, my pet peeve as a customer is when a server is rude. I’m NEVER rude to my servers, or to people in general. While I understand everyone can have a bad day, when I’m having a bad day, I don’t take it out on random strangers, and neither should my server. So I wonder, as a server yourself, how would you handle a server at a resturaunt who is downright rude? Is this a complaint to the manager issue–a short tip response–both–or something else?”

To which I responded: “Thank you for your kind words of support and encouragement! I LOVE that you love my blog! Lol!

I thank you for the question, because this is precisely the main point of my blog, to inform people who dine out (which is just about all of us) how to be a better restaurant customer. Usually, as I’m sure you’ve seen, I tend to focus on what the RC does wrong. But servers can certainly be in the wrong too! For a rude server I’ll say this: Leave a poor tip, or if you feel the level of rudeness warrants it, no tip at all! The customer pays us, not the restaurant, and y’all pay us to serve you efficiently and with a smile. That’s right, a smile! It’s supposed to be part of the uniform!

If you tip a rude server, especially 15% or more, it’s like you’re encouraging them to be rude, and they’ll see no reason to adjust their attitude. Frankly, a rude server should get another job, because they’re clearly not suited to customer service!…

Beyond that, I would certainly ask to speak to a manager. I prefer that RCs discuss their issues with me first, incorrect food, stuff like that. But if the problem is the server and their attitude, I imagine that would be a terribly uncomfortable conversation for you to have. And since they were already rude to you, who knows how they will react? In that instance, you have no choice but to go over their head.

Thank you for the question, and anytime you have another, don’t hesitate to ask! That’s what I’m here for! God bless!”

Now, it’s possible this may ruffle some server feathers out there, but I doubt it- not the A-1 servers anyways! Just saying.

IN THIS CORNER: Steven, Waiter Extraordinaire

http://www.waiterextraordinaire.blogspot.com/

http://www.stevetalks.ca/
www.youtube.com/stevetalks

I currently work as a waiter in a corporate restaurant and have been in the industry since 1979 when I took a bar tending course. I have held various posts in the dining room as well as some experience in Conference and Banqueting operations. Traveled extensively and now choose to stay in one spot to bring up my young family.

1) How/why did you become a server, and how long have you been in the biz? I took a bar tending course back in 1979 so that I could get out of the warehouse and factories I was working in and have a little more excitement in my life. Basically except for a two year stretch I have been working in the industry ever since.

2) What is the average tip percentage that you receive? What is your best advice for servers who would like to average your tip percentage? The average tip percentage I receive on my net sales is anywhere from 12-18% . Here in Canada people tip based on the net sales and not the gross sales ( after tax ). The best advice I can give on increasing one’s tip percentage is just remember to give the best service you possibly can and don’t let a bad table bother you. It all averages out in the end.

3) What are the best and worst things about serving and why? The best thing about serving I find is every night is different. You just never know who you may meet or how much you will make. Of course the people you work with as well. The worst thing about serving may be the unsocial hours one has to work such as holidays. When you work everyone else is off or it seems that way.

4) What is the most important insight into the human psyche that you have gained waiting tables?
The most important insight into the human psyche I have learned waiting on tables is that people tend to act differently in a restaurant environment. They feel the need to impress who they are with or the need to feel superior to the waiter when going through their dining experience. A lot of people out there are very insecure so you as a waiter have to stick to waiting on the table and ignore the other things you may notice about the guest. There are psychologist out there who have the expertise and time for a guest’s personality traits. In general though most people are normal.

5) What is the best advice you can give RCs (Restaurant Customers) on how they can be a better restaurant customer? The best advice I can give Restaurant Customers on how they can be easier to serve is just tell us what you want and we will always try to do the best we can to get what you want. Be understanding as well.

Well put!!

AND IN THIS CORNER:  Lee from Waitersfriend

http://www.waitersfriend.com.au/

Born in New Zealand I moved to Australia in 1993 and was determined to have fun travelling around the country. A working holiday began that I have never seemed too finished. I started out working in a front bar on the North Shore of Sydney and have travelled between South Australia and Far North Queensland numerous times in search of that perfect job. I’m still searching for the perfect job but in doing so I’ve meet and befriended some amazing people, worked in and eaten out in some fantastic restaurants and along the way lived in some amazing locations. Hospitality has opened many doors for me and I find it an amazing industry to be part of. Those times you think of when some chef was screaming at you, your shift doesn’t end till 4.30am, you have more tables in your section than you can serve correctly and you’ve just had enough of people’s stupid requests, pale in comparison to the thrill of working amongst a diverse range of people and making happen what would seem to most as “the impossible”.

1) How/why did you become a server, and how long have you been in the biz? I spent 16 years in the industry and all those years ago I hard to break into an entry level position pulling beers in a front bar. I got into hospitality because I believed it would allow me to travel and work in some great locations.

2) What is the average tip percentage that you receive? What is your best advice for servers who would like to average your tip percentage? The Australian system is not really percentage based, but our hourly rate of pay is a lot higher and can range from $14 – $22, weekends and public holidays can attract penalty rates of up to two and half times the base rate. The best place for tips in Australia would have to be tourism destinations frequented by those with a generous disposable income. The best way for any server to extract a good tip is to connect with your guests, anticipate their needs and deliver them a fantastic time while they’re with you. You need to be able to read you guests and understand if they need “fun and entertaining server or minimalistic efficient server”. Gain their trust, give them some guidance and provide them a hassle free maximum enjoyment experience.

3) What are the best and worst things about serving and why? Best would have to be the instant gratification you get when you’ve really made someone’s night. You know you’ve worked hard and your effort being appreciated by verbal and monetary acknowledgement can be some of the most satisfying moments in you’re life. Worst would have to holiday periods, I hate driving to work at the beginning of a long weekend listening to the radio jock getting everyone amped because the next 4 days is all about fun and nooooooo work. Little do they know hospitality staff never get the luxury of being part of the long weekend in fact it usually means well be working a lot harder than normal.

4) What is the most important insight into the human psyche that you have gained waiting tables? Almost everyone can be charmed you just have to find out what their thing is.

5) What is the best advice you can give RCs (Restaurant Customers) on how they can be a better restaurant customer? Understand the environment you’re in, from style of eatery to how busy the things really are, and act accordingly
Roger that!

Well, there you have it ladies and gentlemen! Now its up to you! Chime on in (via comments) and let us know who’s answers you liked best! God bless!

httpv://www.youtube.com/watch?v=LlNC328_x54

Marta Daniels ( www.HowRC.com/ ) talks about RCs (restaurant customers) who complain that a restaurant always screws this up and never gets this right- but they continue to frequent the establishment in question! Marta discusses how ridiculous and humorous this is to restaurant employees!

As a server, you get pretty good at sizing people up.  At times I fancy myself as a sort of Tableside Psychologist if you will. 

Am I handing out mental health advice to my customers? Occasionally- but only if they solicit it.  You’d be surprised how often they do.  We aren’t asked for pyschological help as often as bartenders- they could hold regular office hours! But you’d be surprised at how often people ask the waitress to step in and settle some relationship dispute, which really puts me in an uncomfortable position.  I’ve got to assess who the true tip source at the table is.  90 percent of the time the man still pays (even in our ever forward and feminist friendly society) but at least 60% of the time he’s probably getting input from his female companion as to what kind of tip to leave.  You see my dilemma.

Anyhoo, here are some fun facts I’ve learned about men while they are in the company of women at a restaurant.  Big tip generally means that he is on a date, very early on in the relationship.  Why is that? Big Tipping Men do so for three reasons.  (A) They are hitting on me, however this generally only happens with a solo man or a group of men with no women present.  (B) He is trying to impress the lady he is with. Men generally stop trying to impress their wives and women they have been comfortably dating for a period of time.  (C) They are actually impressed with my service, although, as noted above, at least 60% of the time if its my service that gets me a great tip from a guy it was the lady who pointed out my excellent service to him and instructed me to tip well.

When men are incredibly nice to me, see points A & B above. The (C) I would add to this behavior is men who are cheating on their wife.  They tend to be nice to me as well, because they assume I can tell, and they feel guilty/don’t want me to think poorly of them/don’t want me to signal their dates in some secret woman language if she isn’t aware of his marital situation.  How can I tell which guys are cheating? Not answering phone calls and telling their date it can’t be as important as them, and the tell tale phone call to the wife while the date is in the bathroom.  If I catch him in this act while delivering salads or drink refills, I’m pretty much guaranteed a great tip.

Men who are extremely affectionate with the lady are definitely on a preliminary date.  Same thing with men who seem fascinated by every word out of the lady’s mouth.  People who are married or in a steady relationship barely speak at restaurants.  These days they are both on the phone for the majority of the time they are there, at least until the food comes.

If a man tells an incredibly corny joke, he’s with his wife, steady girlfriend, or mother.  Men won’t risk corny jokes in front of a new date.  Hitting on me in front of a woman is mother, sister, or wife (and he’s an idiot). 

We’re just scratching the surface here, but you get the idea.  Servers can tell a lot by your behavior at a restaurant.  Just something to think about!