Author |
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Colordeagua
Member
10-25-2003
| Sunday, May 18, 2008 - 8:48 pm
I've never waitressed. Recently I ate alone in a nice restaurant (folder at the table for paying). The bill came to $14.28. I put a gift card in the amount of $25 and $2 cash in the folder. Told the waiter I wanted just $12.50 taken off the card. He did that. But because I knew I'd be getting the folder back with gift card and change (?), I didn't include tip at that point. IIRC, I think it was when the waiter returned the folder to me (no change, not that it exactly matters) that I got a bad vibe -- he said or did a little something negative. So obviously I'm still sitting at the table. As I was checking the receipt and putting card in my purse, waiter must have picked up the folder without my noticing. When I wanted to put tip in it, folder was gone. I left $5 on the table (33% tip) and left. It was never my intention not to tip. I'm sure his negative comment or action was because he thought I was stiffing him, but he wouldn't know until I had left. His comment / actions made me mad. (Before I left, wish I would have asked for the change back, but still left $5 tip -- to make my point.) So who's more in the right or wrong?
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Eeyoreslament
Member
07-20-2003
| Monday, May 19, 2008 - 12:56 am
Waitress of 15 years here. I feel for a server not getting tipped, but I'm also a BIG TIME diner, so I also expect GOOD, POLITE service when I go out. First, I'm sure the guy probably said something negative, and from that point on, you SHOULD NOT have tipped him. The moment you get a snarky vibe, I'd for sure not tip, AND I WOULD SAY SOMETHING not just to the server, but to the manager too. So many people walk out of restaurants pissed off about something, but the manager never hears about it, so corrections never get made. It really bothers me, as a person who works in a restaurant. I have tons of opinions about tips, and tipping out the kitchen on sales, even though I may not make tips from a table of tourist, or whatever. I get upset when the kitchen screws up a bill, and the people take it out of MY tip, yet they never say something to the manager about the bad job the kitchen did. If you have a crappy server, you NEED to tell a manager, because something can be done about that server. I've worked with LOTS of shitty servers, and so many people leave unhappy, but yet because the manager never believes fellow co-workers, that other bad server will never be fired. Commenting on a tip (on the part of the server) is absolutely forbidden in the industry. It's a big no-no. So any time a server SAYS SOMETHING to you about your tip, I'd go directly to a manager. Actually, I'd ask that very server to go get their manager. Let's that server realize you're not stupid, you know they have crossed the line, and now they are going to have to eat their words. With regards to your situation about the gift card and the extra money to top up the bill, I think that if you wanted, you could have said something like "Can you put 12,50 on the card, I'll give you 2 bucks for the rest of the bill, and I'll leave the tip on the table" just to prevent that same misunderstanding. BUT PLEASE KNOW, the onus is 100% not on you to tell a server that you will tip them. There is never a time when a server should be commenting on your tip. That server was way out of line, and I think you should for sure call the restaurant tomorrow, and just let them know the experience you had. I really hate snarky servers like that. You were never once wrong in how you dealt with your bill, and the server had no right to make you feel uncomfortable. I'm sorry you had to deal with that, and I hate that it reflects on the rest of us servers out there. We aren't all money-grubbing jerks who care nothing about you, and only about the tip. There are only a few bad apples out there.
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Eeyoreslament
Member
07-20-2003
| Monday, May 19, 2008 - 1:11 am
Here are the times I would comment on the tip: In a situation where the people are NOT European/Australian, and they leave a ridiculously bad tip (and they are still in the building), I would tell my manager, and I would make him go over and ask if everything was OK this evening. Usually they have two choices: they can either get into their complaints (thus why they tipped badly), or they are told that their tip was low for what is normal in the industry, which throws up a red flag that they are dissatisfied, and that we need to follow up. The table is under no pressure to tip more, but when you receive anything less than 5%, I think that a caring restaurant would talk to the guest, and ask if they were happy or not. Lots of people will give a bad tip but not complain. Obviously by giving the bad tip, they wanted to make SOME kind of statement, so it's better if a manager can go over and let them elaborate on their dissatisfaction, so that the manager can take corrective measures. Like, if you felt the service was inattentive, or that the food sucked or was cold, but you're too afraid to tell the server the food was bad, and it's hard to tell a server their service sucks, then you leave a bad tip. But plain and simple, the manager needs to know when the service is bad, or the food sucks. Otherwise we just keep the working conditions the same, and nothing improves. I am a huge proponent of talking to management. Management in the restaurant industry is mostly clueless as to the end-user experience, and so few people say anything to the manager so they just let the place keep going as it is. If you were a manager, would you want that waiter still working for you? Would you want that waiter to still be intimidating tables into tipping more? Heck no! But if you don't KNOW that the waiter is doing that, then how can you correct future experiences for your guests? Anyways, sorry I'm ranting so much. I love serving, I take it really seriously, and I really hate hearing about bad experiences. If you have any questions about how to go about calling the restaurant, please don't hesitate to ask. Even if you don't have your bill (to get the server name), they can even connect your gift card number to whose cashout had that number in it on whatever date, so they can pinpoint which server it was. That guy should get into trouble for sure. If you write an email to the company website, there's even a chance that the email goes even higher up than a lowly single restaurant manager (usually goes to head office) and THEN you can probably get a gift certificate for a free meal to apologize for the bad service. And head usually roll when head office gets wind of a customer complaint. People who write letters are often taken more seriously than people on the phone. I've learned that over the years. Include your name and number so that they can follow up with you. Good luck Colord. I hope you complain, and if you do, let me know what response you get. Cheers. :-)
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Wink
Member
10-06-2000
| Monday, May 19, 2008 - 6:38 am
Eeyeores your posts have been very enlightening and full of great advice. Very nice job and I would tip you generously but the only clipart available is "2 cents" and your insight is worth a lot more than that.
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Colordeagua
Member
10-25-2003
| Monday, May 19, 2008 - 7:11 am
Thanks, Eeyores. I still have the check. Waiter was Pepe. I've been debating . . . . So because of your comments, I think I will go back to the restaurant in the next few days and talk to the manager. After the fact, better in person than on the phone. As I said, I never intended to stiff the waiter. I had intended to leave the tip in the folder when I got it back, but he took it away after I paid but still before I left the table. Eeyores, now I finished reading your posts. E-mail Maggiano's web site? Hmmmmm. True what you say about getting gift certificate / refund. I wouldn't object to that. Same if I talked to the manager in person?
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Colordeagua
Member
10-25-2003
| Monday, May 19, 2008 - 7:50 am
I e-mailed the following: I was dining alone. The bill came to $14.28. I put a gift card in the amount of $25 and $2 cash in the folder to pay. Told the waiter Pepe I wanted just $12.50 taken off the card. Because I knew I'd be getting the folder back with gift card and change (?), I didn't include tip then. When the waiter returned the folder to me (no change, not that it exactly matters) I got a negative vibe -- he said or did something, I believe, because there was no tip. Obviously, I'm still at the table. As I was checking the receipt and putting card in my purse, the waiter must have picked up the folder without my noticing. I had intended to put the tip in the folder at that point so it would be clearer when I paid as to how to apply card and cash. I put $5 on the table (33% tip) and left. It was never my intention not to tip. I'm sure his negative comment or action was because he thought I was “stiffing” him, but he would not know that until I left. His “negativity” was not warranted and I did not appreciate it.
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Escapee
Member
06-15-2004
| Monday, May 19, 2008 - 7:57 am
If I get bad service, I tip accordingly and usually don't patronize that establishment again, due to the fact that I don't want to be served food with spit in it. Now, I do understand if a restaurant is busy and that all people have "off" days, but blatant rudeness, slow service in a restaurant that is not busy, or cold food is unacceptable in my opinion.
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Eeyoreslament
Member
07-20-2003
| Monday, May 19, 2008 - 10:57 am
Colord, was that your only paragraph? If I were you (and I hadn't emailed yet), I would add a beginning and an end, that talks about more of how you felt, and the repercussions of this waiter's bad behavior. For example: To Whom it may concern, This year, for my birthday, a friend gave me a gift card to Maggiano's. I tried your restaurant for the first time ever last night, and I must say, it was a bit of a disappointing experience. While the food and atmosphere were decent, the treatment I received from the waiter at the time of paying my bill was enough to make me never want to return. I was dining alone. The bill came to $14.28. I put a gift card in the amount of $25 and $2 cash in the folder to pay. Told the waiter Pepe I wanted just $12.50 taken off the card. Because I knew I'd be getting the folder back with gift card and change (?), I didn't include tip then. When the waiter returned the folder to me (no change, not that it exactly matters) I got a negative vibe -- he said or did something, I believe, because there was no tip. Obviously, I'm still at the table. As I was checking the receipt and putting card in my purse, the waiter must have picked up the folder without my noticing. I had intended to put the tip in the folder at that point so it would be clearer when I paid as to how to apply card and cash. I put $5 on the table (33% tip) and left. It was never my intention not to tip. I'm sure his negative comment or action was because he thought I was “stiffing” him, but he would not know that until I left. His “negativity” was not warranted and I did not appreciate it. I'm not sure if Pepe was acting according to company policy regarding how to receive and complete payment, or if he was just trying to intimidate me into leaving a better tip, but either way, it didn't end this customer's experience on a good note, and I probably won't return except to spend the last $12,50 of the gift card (and not a penny more). The tipping comment from Pepe and his rude behavior while collecting my money has really left a bad taste in my mouth regarding Maggiano's. Next time someone asks me a good place to dine, I will not be telling them about your establishment, unless it is to recommend where NOT to eat. For me, that night is over, I've paid my bill, and Pepe has received his 33% tip that he intimidated me into giving him, but I just needed to let you know that either your policies surrounding the billing and tipping dialogues need to be reexamined and improved, or else Pepe is not a good representative of the company with his intimidation tactics. Either way, you can count me in as one very alienated customer. Sincerely, Colodeagua.
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Colordeagua
Member
10-25-2003
| Monday, May 19, 2008 - 11:19 am
Eeyores, I'll admit I myself wouldn't go that far with all you've said. Wouldn't be totally true. I've eaten there before, but not too often as it is more $$ than a place I usually dine. But occasionally . . . . Was an easy table for the waiter -- almost didn't need to look at the menu. I wanted eggplant parmesan and ice tea. (I was there for lunch.) I'll let you know how they reply. If they don't make good somehow, then I won't go back -- but the food is good.
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Eeyoreslament
Member
07-20-2003
| Monday, May 19, 2008 - 11:50 am
LOL - I'm alllllll for flowering it up, making it into this huge atrocity. I mean, if you're a regular, and that one server is an off experience, and you know it, nobody would perceive that one bad experience as a threat. They know you'll return. BUT, what it you WERE a first-time customer? What if Pepe's rudeness didn't land on you, but landed on someone who was forming their first impression on the restaurant? THAT is why a restaurant shold care. I know I take my job WAY too seriously, and I am probably the anomaly in servers, but we should treat EVERY customer like it is their first time there, and we want them to return. And unfortunately, a restaurant is more likely to take a new customer's complaint more seriously than a regular sometimes (although you stand to lose more from a regular who will never return). All customers are important, and I really hope they take your complaint seriously. Pepe should be fired. I've worked at a few corporate restaurant chains that actually state in their list of terminable offences, that having any sort of conversation about a gratuity or tipping is grounds for immediate termination. That's also why if ever you go somewhere and ask the server "what's a good tip" or anything like that, you'll often find they avoid the question or give a vague non-answer. My usual response is, "One, meeellion dollars" in the Dr Evil voice from Austin Powers, and I put my little finger up to my mouth at the same time. LOL
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Escapee
Member
06-15-2004
| Monday, May 19, 2008 - 1:06 pm
Someday Eeyore, you are going to get that customer that does give you one million dollars!
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Colordeagua
Member
10-25-2003
| Monday, May 19, 2008 - 1:23 pm
I like to tip a decent, if not generous, amount for me. Only wish I had a million. I'm "comfortable" enough (thanking those who made it so), but I do fantasize about having Gates' or Oprah's $$$. What would that be like?
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Eeyoreslament
Member
07-20-2003
| Monday, May 19, 2008 - 1:31 pm
LOL Escapee!! I'll keep that dream alive!! hahaha!
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Cwcoop
Member
04-19-2008
| Monday, May 19, 2008 - 4:52 pm
Color - that happened at Maggiano's? I would absolutely complain - you already know they are considered a reliable, respected, restaurant (part of Lettuce Entertain You?) If they give you a consolation gift card, get something to go at that walk up section they have, and have yourself a picnic along the new riverwalk, if time permits; Or maybe you can brown bag the lunch, and treat yourself to desert (tiramisu and coffee) this time! LOL! They do have great food. I too, appreciate all of Eeyore's valuable perspective on this, and her thoughtful reasons why it is not only OK, but maybe even necessary to complain if the situation calls for it. We presume (at least I do) that you do not want Pepe to be fired, so hopefully you could turn this into a learning experience for him as well as for you. Regretfully, we all need one from time to time. 
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Colordeagua
Member
10-25-2003
| Monday, May 19, 2008 - 7:01 pm
Didn't hear anything today. Cwcoop, it was Maggiano's in Oak Brook. I've always lived in the western suburbs. I worked downtown for so many years. Was able to retire early. I do not miss the train commute downtown. Service was good, but I did it for so many years. Enough! I wish I could remember specifically what he said and/or did, but I don't. It wasn't much. Something that gave me a bad vibe.
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Pamy
Member
01-02-2002
| Monday, May 19, 2008 - 7:31 pm
I agree with Eeyore, I always let management know if something isn't perfect. As a supervisor, I appreciate feedback on my staff and figure their supervisor would also. Eeyore, that is a fabulous letter!
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Eeyoreslament
Member
07-20-2003
| Monday, May 19, 2008 - 9:37 pm
If you wrote to the website, chances are it will take at least a few days for someone to check and follow up on it. It's the weekend too. If this is a bigger company, chances are the HR department gets it Monday or Tuesday, they then write to the GM of that specific location. If that GM is on his/her days off, it could be a couple of days before THEY speak to Pepe to find out his side of the story. Depending on the company, some will send a gift certificate BEFORE they even alert the restaurant, and some will wait and see what both sides have to say, before deciding on an appropriate course of action. Depending on the company and the employee, the incident and letter from head office may even go through the specific location's management meeting first, where managers can discuss the incident, learn from it, and also decide on an appropriate course of action. I'd wait a week or so, and if you don't hear back from them by next Monday or Tuesday, then you have every right to feel disappointed at their more thorough lack of good customer relations. PS - Pamy thanks!! I'm a bit dramatic in my letters! LOL
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Eeyoreslament
Member
07-20-2003
| Monday, May 19, 2008 - 9:53 pm
As a related story, the restaurant I had last worked at has also received a letter about me one time. And not a good one. The restuarant I worked at wasn't a big corporate one, so the letter went straight to the GM. The lady came in for a 40th birthday party with 11 other people (family and friends). Anyways, I thought I gave a GREAT experience, and yet she had this laundry list of things that upset her. Not all of them had to do with me specifically, and actually only one of the 12 points of hers was a valid point about my service. The people were all REALLY nice throughout the meal, and I never once sense they weren't happy with anything. Even the manager on duty thought they left happy. But the letter came in with a big list; a food runner delivered the wrong plate to the wrong person, they didn't like the restaurant's decision to switch to a red pepper hummus with the bread instead of butter, I paired two people's bills together that weren't really a couple (even though the mom confirmed they were to be billed together at the time), they were charged a cake plating fee for bringing in their own cake, the way I answered one lady's questions about the menu was construed as snotty (even though I genuinely couldn't have answered any other way and my tone wasn't snotty), and then the ONE THING I'll own up to was that a track light was shining in one woman's eyes and I forgot to go move it because they were keeping me busy. Anyways, even though the letter pinpointed me and got me in a bit of trouble, it also pointed ou to the restaurant some things they needed to improve (like the idiot food runner who couldn't do his job properly out of carelessness, and their crappy red pepper hummus that everyone was complaining about). The letter didn't get me fired or anything, but before my manager called her back, he DID sit me down with the other manager on duty from that night, and we discussed the letter in detail, and went over any ways we could improve for next time. The other manager backed me up that they left and were very happy, and we discussed ways we could make our menu more clear, and agreed that there was no way for me to answer their specific menu questions in any other words than I did. After talking to me and the other manager, the GM followed up with her after that. Anyways, I doubt Pepe will be fired, but he will probably be spoken to, and if he IS a problem employee, he may get written up or given a warning. Either way, it's for the better. I worked with a guy a long time ago, who would fill in a tip on credit card slips where the customer just signed the bottom, but never wrote in a tip or a total, if they were foreigners, because he thought they would never bother writing back. He got caught and fired immediately. Screwing with the tipping process is a biiiiiig no-no for servers.
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Konamouse
Member
07-16-2001
| Monday, May 19, 2008 - 9:59 pm
The opposite is also true. Last month a friend & I ate at a local Outback. Our waiter was perfect! It was probably the best service we've ever gotten in this type of chain establishment. After we left the table (and appropriate tip) we asked for a comment card. They don't have them; instead they called for the manager. We wanted to make sure he knew what exceptional service we had received and hoped our comments would be remembered on his next job evaluation. The manager appeared happy to get this feedback. We're always quick to complain but not too many people stop to give positive comments.

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Eeyoreslament
Member
07-20-2003
| Monday, May 19, 2008 - 10:39 pm
That's SO TRUE Kona. It always feels so good to have your manager come to you saying a table called in about you, and said GOOD things. It happens so infrequently! Good job Kona!
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Biscottiii
Member
05-29-2004
| Tuesday, May 20, 2008 - 4:31 am
Yes, I do that too. When I get good service I make it a point to fill out the Comment Card, plus write in the specifics as to why I felt treated so well. Thinking that the extra words written might carry a little extra weight. Never figured it mattered so much, but heck, an "Atta-boy" is always pleasing I expect. Not simply leaving the healthy tip to express my thoughts. A few weeks ago I went to my favorite PandaExpress fast Asian food in the grocery store http://pandaexpress.com/ I always go to the survey site listed on the receipt within the timeframe and, when the survey is completed, they give me a number for a free entree (no deadline) next time I come in. Okay, saves me a whopping $1.25. The Manager, who happened to be there when my order was being rung up, said pph 'I hope you give them 5-stars, don't you?' I told him "yes, I like the way the treat me and I like your food." He told me thanks, doesn't count for him, but they get better bonuses or whatever as a result of the surveys. He REALLY smiled when I said that I always write comments too. Nice, hadn't realized that it helps for giving the regular hardworking folks a better pop. After reading here, though, I will make a point of offering negative feedback in a restaurant if/when it seems fair. I've never done that before, just left a lousy tip & felt guilty for doing that for weeks!
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Pamy
Member
01-02-2002
| Tuesday, May 20, 2008 - 4:51 am
Very true Kona! I always try to give positive feedback to management! Century plaza hotel was one place I wrote to. One girl was awesome, one guy was horrible. Was able to give her mad props in the letter, complain about the guy....Management took 1/2 off my total bill (over 200.00) and now I will always give great reviews of the hotel...works out for all! 
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Bombaycat
Member
07-21-2007
| Tuesday, May 20, 2008 - 5:33 am
A couple of years ago I wrote a "snail mail" letter to the manager of the local Boston Market along with a copy to the corporate headquarters. I congratulated them on their great customer service and specifically named an employee who went above and beyond. I went back to the restaurant a few weeks later and asked where that employee was. Apparently she had gotten a promotion and was now manager at another location. One of the other employees said "You're the lady that wrote the letter." I guess the manager read it to the entire staff. I received a thank you letter from Boston Market along with a coupon for a free meal. I'm a great tipper when I get good service (which is most of the time). If the food is not up to par, or the service leaves something to be desired, I will let the manager know. Fortunately for me this rarely occurs. I also think it is important that we let management know when folks are doing a good job.
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Holly
Member
07-22-2001
| Tuesday, May 20, 2008 - 7:29 am
This thread has been very interesting and has provided food for thought. Even when I get bad service, or attitude from a server, I still leave the customary 15% and then kick myself every time I think about it, feeling like a spineless wimp. Maybe now I won't feel bad at all for leaving less if the service is bad or they are rude. Waitressing well is a skill and some people just shouldn't be doing it. When I was in college, I tried it for about 6 weeks. Have to say, I think I was the worst waitress in the world. It's a hard job and that's probably why I feel so guilty about not tipping, even when the service is rotten.
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Colordeagua
Member
10-25-2003
| Tuesday, May 20, 2008 - 8:02 am
We're always quick to complain but not too many people stop to give positive comments. True, Kona. It also pays to compliment and that should be done more often. As Biscotiii said, pays to be the "complimentor". True with both services and products. There's virtually always an 800 number on the product packaging. I've had problems with a couple products lately. I call. They like the feedback, positive or negative, and I get coupon(s) for more. Latest is free package of Northern TP. That's $5 - $6. Since this is a TV site . . . . Do some of you remember popular daytime TV show "Starting Over"? It was a "can't miss" for me. The first year it was on NBC in Chicago. Sometimes it would get preempted. Eeeeeek! Then maybe aired during the following night. I e-mailed the local NBC station about it. (Won't go into details.) I eventually had "words" (yes, "words") with the station manager Larry Wert. Not nice to say what he did to a viewer. So I snail mailed 30 Rock. MAN! The problem re the airing of preempted "Starting Over" programs was fixed so fast! Just a few days after I mailed that letter so I know it was in response to it.
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