OT: Poor Restaurant Service

[Hugh Laurie]

Degradation of services has been noticeable at certain restaurants in the Hamptons too. There's been a problem with drug traffickers taking jobs as kitchen help which gives easy access to drugs in the workplace and I think some wait staffs are now working under the influence which is affecting their performance. Not everywhere there but at selective establishments. I was at one the other day and as I was about to leave they were escorting someone out of the kitchen in cuffs. An owner who is also a noted chef of an establishment in Sag Harbor was recently arrested for DWI. Wait staffs many times are a reflection of the ownership/management that employs them too.

 

[pandaczar12]

Something I've noticed at work (not in retail/dining). I have a customer service group that reports to me. Customers are having higher expectations of service relative to what they are willing to pay. Example without getting into too much detail, my company offers a FREE service that requires us to coordinate with outside suppliers. People go nuts if execution isn't perfect. I've had people work their way up to me and actually complain that they were not happy with our service. In every case, the caller fails to understand the service commitment and that they are not paying for it.

Also not in the dining/retail. I've generally found when you try to go above and beyond and delight the customer, it usually backfires. Some of my guys recently provided a customer with some extra free parts with a very expensive purchase. The free case they arrived in was damaged in shipment. So now even though it wasn't part of the contract, they expect their freebie to be fixed. So we spent margin on the original parts/case, now need to spend more to fix it. In the end the customer isn't any more satisfied than if we had just delivered what was in the contract.

 

[LemonEars]

This is a problem that is going to get even worse. After about 15 years of stagnation the economy is finally booming. Jobs are plentiful. Restaurant workers are no longer middle of the road skilled people who can't find better jobs. Now restaurant workers are lower skilled and lower motivated than ever. Since the economy is constantly improving this problem is going to get worse and worse. Don't be surprised if waiters and waitresses are eliminated and customers are expected to self-serve. Maybe nearly every restaurant will become a type of buffet.

 

[BBrown]

Still though, it's on management to ensure good service. When I order a burger done medium and it comes out barely wounded, it's a kitchen problem. Similarly when I ask what type of bun goes with a certain burger, am told "regular" but manage to get an onion bun (gross), that's a service problem. HVBC is owned by the same person and I get the same experience there too. In other words....it seems that the management, which isn't a bunch of college students....isn't stellar either.

Perhaps the worst of all is Bonfatto's in Bellefonte. The food and service there are truly ghastly.

Yea they should know their "product". Whats an Onion Bun?

 

[Cletus11]

Restaurant business is not easy. Especially those that cannot serve liquor as huge margins obviously in alcohol drinks. Typically sole proprietor business are better as the owner is typically there and wants to keep things moving and a good experience. The chain restaurants are the ones that can sometimes be really bad as the on shift manager is not very good, the employees can really slack. I have found that I just vary my tip if service and/or food is really bad. Sometimes I will ask to have something removed from the bill if it is way out there bad or comes super late (ie...getting a salad 5 minutes after the main course comes type thing). If I can tell the server is busting their butt and it is just poor management or bad food, then I won't punish them. But if the service is really bad and I can see the server isn't doing their job, I leave a crappy tip.

 

[BBrown]

This is a problem that is going to get even worse. After about 15 years of stagnation the economy is finally booming. Jobs are plentiful. Restaurant workers are no longer middle of the road skilled people who can't find better jobs. Now restaurant workers are lower skilled and lower motivated than ever. Since the economy is constantly improving this problem is going to get worse and worse. Don't be surprised if waiters and waitresses are eliminated and customers are expected to self-serve. Maybe nearly every restaurant will become a type of buffet.

Wasn't there a chain (maybe Ruby Tuesdays or Chili's) that was experimenting with self serve ordering?

 

[ThePennsyOracle]

Yea they should know their "product". Whats an Onion Bun?

Here's what it looked like. Basically, a bun with onions baked into it.

 

[BBrown]

Here's what it looked like. Basically, a bun with onions baked into it.

Oh ok, I like those. LOL. Potato Rolls/buns on the other hand, Ughhh.

 

[LionDeNittany]

Banning T?, does than mean mandatory castration to play big league ball? Ironic isn't it. To play ball you can't have any? Or is it only T-ball?

Congressman Nostrilitis is confusing me. I can understand he may not know the exact fact for every question queried but to know none may be a record or is he just one of the herd? Thanks for posting the video Ldn.

This is a rather old clip. Waxman retired, but he was the guy in charge of the steroids in baseball committee.

LdN

 

[LemonEars]

Wasn't there a chain (maybe Ruby Tuesdays or Chili's) that was experimenting with self serve ordering?

Last time I was at Olive Garden they had an iPad like device on the table that you could use for ordering or paying the check if you wanted. It was optional. I can see that evolving to a requirement for use with the customer being notified on the device when the food is ready. The food could then be delivered to a holding area from where the customer could pick it up. This absence of service could be "sold" to the customer as a 20% price reduction since there is no longer a need to tip.

Another cause of poor customer service is the chain restaurants. I grew up in a restaurant owned by my parents. It was a small mom and pop type restaurant. We lived in an apartment above the place. They took great pride in food quality and service. They would do almost anything to avoid any customer dissatisfaction. Now the chains are owned by absent entrepreneurs who just want a profit and don't care about anything else. They are not hands on. Very different situation.

 

[CvilleLion]

I run the back office for a pretty large pub, restaurant, and music venue (my ease-into-retirement job after 35 years in the corporate world). One of the problems that we run into is what I call the "twelve week'ers". These are people who are behind on their child support payments. They take a job and work it until the state catches up to them and requires us to withhold child support from their paychecks, which takes about twelve weeks. Then the employee immediately quits and moves on to the next job. I recently checked with our attorney whether we can ask about child support in the interview/hiring process. The answer (at least in PA) is "no". We cannot even ask someone if they owe child support, much less whether they are behind in their payments, thanks to commonwealth labor laws.

This issue is only one of many problems in the bar and restaurant industry, but it impacts turnover which in turn impacts productivity and service. And it's something I never knew or thought about until I started working in this industry.

 

[MJG-90]

Don't be surprised if waiters and waitresses are eliminated and customers are expected to self-serve. Maybe nearly every restaurant will become a type of buffet.

Troegs in Hershey has a line for ordering. You go through the line, order your food and pay. They give you a buzzer that lets you know when to go up for your food. Works great in my opinion. The only downside is that you have to decide your tip before you get your food. I'm not sure why you would even tip since no one is actually serving you anything. But I'm always afraid if I don't tip, someone will treat my food with less care than they should.

 

[KnightSlayer]

The old adage "it's hard to find good help nowadays" is ringing true.

If it is an old adage, then it must not be a recent phenomenon.

 

[Op2]

Last time I was at Olive Garden they had an iPad like device on the table that you could use for ordering or paying the check if you wanted. It was optional. I can see that evolving to a requirement for use with the customer being notified on the device when the food is ready. The food could then be delivered to a holding area from where the customer could pick it up. This absence of service could be "sold" to the customer as a 20% price reduction since there is no longer a need to tip.

Another cause of poor customer service is the chain restaurants. I grew up in a restaurant owned by my parents. It was a small mom and pop type restaurant. We lived in an apartment above the place. They took great pride in food quality and service. They would do almost anything to avoid any customer dissatisfaction. Now the chains are owned by absent entrepreneurs who just want a profit and don't care about anything else. They are not hands on. Very different situation.

Amen to the Ipad-like ordering device. They oughta have someone seating you and thus note that that table is in usage and then let you take it from there. Have one of the Ipad buttons be "Send a human over" when you need a human. In addition to ordering the food itself you could have a "Bring water" button or "More Silverware" or whatever. And an urgency button too so you could either summon it immediately or instead have it be a "when you get a chance" thing.

Show me to my table and clear the table after I leave but other than that I don't need the human, unless I have a special request. And yeah, get rid of the tipping in the process.

 

[sluggo72]

Troegs in Hershey has a line for ordering. You go through the line, order your food and pay. They give you a buzzer that lets you know when to go up for your food. Works great in my opinion. The only downside is that you have to decide your tip before you get your food. I'm not sure why you would even tip since no one is actually serving you anything. But I'm always afraid if I don't tip, someone will treat my food with less care than they should.

if you walk thru a line, and then go pick up your food, who are you tipping? You probably bus your own table as well, so maybe throw a buck or two on the table and leave?

 

[KnightSlayer]

In a related matter, is the default and non-changeable message for any and all automatic call directors (ACD) scripts that the business is experiencing unusually high call volume and there will be an extended wait? I get this message even if I call as soon as the phone lines open. Grrrrrr, I hate that!

The part that cracks me up is the; if you have a rotary phone, please stay on the line and someone will answer your call shortly. Who the hell still has a rotary phone?

 

[BriarwoodBash]

Yeah, the Bellefonte Waffle Shop is a total trainwreck. I can't speak for the downtown location, but North Atherton & West College are pretty good IMO.

Otto's is one of the few places in town that has consistency on the rare occasion I make it there. I don't understand the fascination with The Field, HVBC, and Champs. Pathetic service and mediocre food abound at each of them.

Oracle,
On the Bellefonte Waffle Shop, your post is completely opposite of my experience. Been there at least 10 times, always great food AND service. Home fries ( with extra onions) are best around. Just posting another view.

 

[MJG-90]

Who the hell still has a rotary phone?

Other than baby boomers, who the hell still has a land line?

 

[PSUQBKeeper]

Oracle,
On the Bellefonte Waffle Shop, your post is completely opposite of my experience. Been there at least 10 times, always great food AND service. Home fries ( with extra onions) are best around. Just posting another view.

hah yeah I live in Bellefonte and we never have a problem there

 

[ThePennsyOracle]

Your posts are literally the only two people I've heard who have good things to say about the Bellefonte location. Every time I went, there were shells in the overcooked eggs, and overcooked pancakes.

I was thrilled to see the owners gave up on The Boarding House at Grange Fair this year. The Boarding House was borderline inedible in 2017.

 

[Langmuir]

Still though, it's on management to ensure good service. When I order a burger done medium and it comes out barely wounded, it's a kitchen problem. Similarly when I ask what type of bun goes with a certain burger, am told "regular" but manage to get an onion bun (gross), that's a service problem. HVBC is owned by the same person and I get the same experience there too. In other words....it seems that the management, which isn't a bunch of college students....isn't stellar either.

Perhaps the worst of all is Bonfatto's in Bellefonte. The food and service there are truly ghastly.

Yeah Bonfatto's was one of the many places were I received terrible service lately but it is not one of the examples in my original post.

 

[ILLINOISLION]

I’d like to go to a restaurant.....any restaurant.....and not have to hear an employee throw in a “no problem” sometime during our conversations. I’m outraged when l hear that phrase.....

There are so many places out there to go, I simply return to the places where I’m treated well and don’t return to where I’m not treated well. And after a while the places that treat me well have learned to treat me VERY well because I treat them VERY well.

 

[anon_xdc8rmuek44eq]

Not really a commentary on poor restaurant service, but was in Myrtle Beach last week and was disappointed in nearly every restaurant experience my family had. Went as a rather large group (11 us, including six children under seven), and service was mostly fine, but a traditional meal at one of the hibachi restaurants fell flat (absolutely nothing in their hibachi fried rice save soy sauce...), Joe's Crab Shack was meh, American Tap House was awful, and Nacho Hippo had the most watered down margarita's I've ever had. I don't have super high expectations for vacation restaurants, especially ones able to accommodate such a large group, but for all the places they have down there nothing stands out. Also saw The Kitchen Table (owned by someone here, right?) was closed (maybe they're seasonal?). I guess the fact that the Duplin Winery is constantly packed should be a harbinger of MB cuisine....

 

[PSUQBKeeper]

Yeah Bonfatto's was one of the many places were I received terrible service lately but it is not one of the examples in my original post.

also kind of funny but we're going to have Bonfattos tonight...although we almost always just get takeout hoagies

 

[Cpeplion]

The only chain that has consistently great service at just about every single location is Chick-Fil-a

 

[MJG-90]

I’d like to go to a restaurant.....any restaurant.....and not have to hear an employee throw in a “no problem” sometime during our conversations.

I'm confused. Say you want to order something slightly different than the menu. You're saying you are outraged when the waiter says "no problem" and gives you want you want? Or am I totally missing the point?

 

[Op2]

The only chain that has consistently great service at just about every single location is Chick-Fil-a

Ever see the video of the guy that went through the drive-thru at Chik-Fil-A and was giving the person working the window grief because of some political cause, I think it was that the owner of Chik-Fil-A was against gay marriage but it could have been something else. The person working the window, who was a young woman that looked to be about 25, was unbelievably kind and patient to the guy, who was being a complete jerk.

For some crazy reason the guy filmed it and put it on Youtube and unsurprisingly lost his job as a result.

 

[jrd23psu]

Maybe it is just me

Have you ever thought about the common denominator in all these scenarios?

There is a saying. "If you meet an asshole in the morning, you met an asshole. If you meet assholes all day long..."

 

[PSUQBKeeper]

a few years ago they had that big kerfluffle at chic fil a and they had protesters and crowds and tv crews etc at the State College location.....my son had wanted to stop for chicken and we didn't realize until we got there....walked in...and walked back out...that night there we are on WTAJ walking out of chic fil a

I posted on facebook telling my friends that it was not some sort of political statement, we just wanted chicken lol

 

[jrd23psu]

The old adage "it's hard to find good help nowadays" is ringing true. With close to full statistical employment, it is hard to hire good people. I see it everywhere I shop/eat in a customer service setting.

Wife and I were at a retail establishment in the Lehigh Valley recently. At least 5 employees walked past us and completely ignored us before we could grab somebody for help. It was funny because it was obvious they were desperately trying to avoid eye contact.

It's an old adage because every generation thinks younger generations are the problem. I think maybe it's more than just "good help is hard to find these days."

 

[canes2win]

Waffle shop in Bellefonte is great. Can't impress everyone everywhere I guess.

Bonfattos from what I hear is going to be out here soon. I'm pretty sure they bought a small building by tally rand and will just do take out...

Try the Redhorse in pleasant gap or the Hofbrau in Bellefonte as well. Great places.

And also. Michaels tavern in Zion will be back and running in October.

 

[ILLINOISLION]

I'm confused. Say you want to order something slightly different than the menu. You're saying you are outraged when the waiter says "no problem" and gives you want you want? Or am I totally missing the point?

Guess I didn’t explain myself well. It just seems (at least to me) to be an overused catch phrase for almost everything these days.

For example, if a waiter/waitress took good care of me, I don’t just sign the credit card receipt and leave. I always like to say “good night”, “I enjoyed the meal” or “thanks for taking care of me tonight, you did a great job”. Nice to hear a “you’re welcome” or “please come back soon” or “thanks for coming in tonight” instead of a “no problem”.

 

[jrd23psu]

This is a problem that is going to get even worse. After about 15 years of stagnation the economy is finally booming. Jobs are plentiful.

You should ask college grads if they by into this. Spoiler alert: They don't, because jobs are not plentiful. So, what you have are not people of lower ability in those jobs, what you're likely seeing are college graduates who are frustrated that they were sold a bill of goods. "Go to school, get a degree, and you'll have a nice paying job waiting for you!" That's what an entire generation was told. A matter of fact it was drilled into their heads. They had to get good grades, to get into a good school, so they could end up in mountains of debt, and then the job they are working after graduation doesn't pay them enough to support themselves. They have to continue to live at home because their student loans are sky high and they make $12/hour if they're lucky. They look at the housing market and they don't believe there is any way they'll ever be able to own a home.

I'm not saying it's always the employee because sometimes it's the customer, but the next time you run into a service industry worker, or somebody else working a job you know doesn't pay the bills, think about the fact that it's likely a fairly recent college graduate who can't find a job in their field, so they are working there while they apply for a dozen jobs a day waiting for a call back.

 

[Langmuir]

Have you ever thought about the common denominator in all these scenarios?

There is a saying. "If you meet an asshole in the morning, you met an asshole. If you meet assholes all day long..."

Based on the comments on this thread, it is clear it is not just me. Thank you for your insightful comment into assholes.

 

[ThePennsyOracle]

Waffle shop in Bellefonte is great. Can't impress everyone everywhere I guess.

Bonfattos from what I hear is going to be out here soon. I'm pretty sure they bought a small building by tally rand and will just do take out...

To your first point, you have that one right.

As for the second--Bonfatto's would be wise to go back to what they used to be: A takeout hoagie joint. Their menu got too big and management was poorly suited to keep things consistent. Most of the time you get a baseball bat for a hoagie bun, re-heated mush for eggplant parm, and burnt jerky for a steak. The last time I ate there, I got a roast beef sub....that literally had two thinly-sliced pieces of meat on it. Swore I'd never go back, and haven't.

FWIW, Mama Lucrezia's is another great downtown Bellefonte restaurant. Garlic bread is awesome and I haven't found better pizza in the area--including Hofbrau.

 

[MJG-90]

Guess I didn’t explain myself well. It just seems (at least to me) to be an overused catch phrase for almost everything these days.

For example, if a waiter/waitress took good care of me, I don’t just sign the credit card receipt and leave. I always like to say “good night”, “I enjoyed the meal” or “thanks for taking care of me tonight, you did a great job”. Nice to hear a “you’re welcome” or “please come back soon” or “thanks for coming in tonight” instead of a “no problem”.

Okay, I get it now. I'm on board with that philosophy.

 

[tboyer]

I want to talk positively about service. We can walk to about 20 restaurants in our neighborhood, and there are two that are wonderful every single time. (And by the way, if table service is good, food is usually good. If a restaurant is committed in the dining room, chances are there's that same commitment in the kitchen). To be good at restaurants you have to care a LOT about a lot of things.

Service is not determined by the person who comes to the table. It's who owns the restaurant and who runs the restaurant. That's why you often have such crappy experience in the suburbs -- it tends to be chains, and chain restaurant owners, whether they be investors or franchisees, are never on site. Nobody with a long term stake is in the dining room or kitchen. An owner operated place that is more than a few years old -- odds are good that you'll have a good experience. In a competitive place like Philly, if you're not really, good you don't survive beyond 2 years.

Here are the places:

Bar Hygge has owners who have been running bars for 20 years and they are really good at it, and really care. They can do every job in the kitchen and dining room and they know how difficult the work is. They are really picky about who they hire, and they don't hesitate to fire when people don't meet the standard. But when they get a good one, they take REALLY good care of them. So they hold on to good staff for years. They attract people who actually want to make a career waiting tables or tending bar.

Zorba's is a traditional Greek-American restaurant run by the same family since the 1980s. Might be the best Greek in Philly. We go for the food, which is simple and unpretentious -- always great ingredients and incredibly consistent. Anyway after about a year of eating at Zorba's, I realized that the service was also invariably spot on. This is all about experience and continuity. The kitchen is the same people who've been cooking the same recipes for 25 years. And the waitstaff, I don't know how long they've been there but some go back as long as we've been in Philly -- 8 years.

 

[tboyer]

The only chain that has consistently great service at just about every single location is Chick-Fil-a

Yes, and I think it's because of the way Chick-Fil-a franchises -- generally only to people who have worked their way up and become managers at existing stores. You can't just put a million bucks on the table and buy a Chick-fil-A.

So they get franchisees who aren't just interested in making money, they're interested in running restaurants. They get ownership that really cares, and that caring is what determines the level of service.

You can see they hire and train well. And you see it in very single store. There are some weak stores out there but the great ones outnumber the weak ones. It's an amazing company.

 

[canes2win]

To your first point, you have that one right.

As for the second--Bonfatto's would be wise to go back to what they used to be: A takeout hoagie joint. Their menu got too big and management was poorly suited to keep things consistent. Most of the time you get a baseball bat for a hoagie bun, re-heated mush for eggplant parm, and burnt jerky for a steak. The last time I ate there, I got a roast beef sub....that literally had two thinly-sliced pieces of meat on it. Swore I'd never go back, and haven't.

FWIW, Mama Lucrezia's is another great downtown Bellefonte restaurant. Garlic bread is awesome and I haven't found better pizza in the area--including Hofbrau.

I agree about Bonfattos. I mean I drive by it everyday and not one part of me wants to stop in for a beer and sit down and eat there. Take out. Absolutely. What I heard is they bought a building across from CVS in Bellefonte and will do take out If that's the case I would imagine they would have a few tables to eat there. Who knows.

But yes mama Lucretia's great place. The wok great place. Jims great place. They are all good. I just like the small bar tavern atmosphere such as what Hofbrau Redhorse. The old michaels provided and provides. On top of awesome food that they provide.

 

[jrd23psu]

Based on the comments on this thread, it is clear it is not just me. Thank you for your insightful comment into assholes.

I was only giving you a hard time. Takes one to know one?

But everybody should still remember, if you have a problem everywhere you go, maybe it's not where you're going that's the problem.