A phenomenon that I've noticed over my years of working in restaurants is how rude and angry people can be over the smallest things. Now, I'm not saying there aren't those moments when a guest has a right to complain, but some of the comments that people make are astonishing. It makes me wonder if by nature, these people are just mean, spiteful and generally unhappy with life, or is it something about us being in the service industry that makes them feel like they can just belittle us? I've experienced it as a manager and most recently I experienced it while hosting. Shocked into silence, I merely gained the respect of my co-workers and manager for not promptly sticking my foot up his ass and kicking him out. Although most felt I had the right to respond in a similarly condescending way, I've learned to merely laugh at these situations and try to not let it get the best of me. But let me tell you the little story of what happened and let you, the reader, decide how outrageous or justified this 'guest' was. I will do my best to also recreate the tone and inflections that were used in our conversation.
It's about 5 minutes before we open at 6 pm, and although the bar is open, the dining room is not. I asked if I could start seating a little early because I know people always filter in a little early, but I was told not to, they kitchen needed every last minute to prep and get ready for the evening...no problem.
As predicted, I had about 3 groups of people walk in who wanted to join us for dinner. Great. I explained to them that the dining room wasn't quite open yet, but if they would like to get a drink or just grab a seat at the bar, I'd be seating them in just a few minutes. Great, still no problems. Then I have my 4th couple walk in, an older couple, perhaps in their 60's who wanted to dine with us. I explain to them the situation, and the man asks if he can have a drink at the table. I let him know that we're still in the process of setting the dining room, so there wouldn't be any service and if he could just wait at the bar, I'd seat him as soon as possible. He responds "Well, that's just too far for me to walk." At first I thought he was joking, the distance to the bar is about 10 feet away, I could easily have sat him at a table that was farther away than the bar was. That, and he said it in a very sarcastic way...but I soon realized he wasn't joking. Well, they just turned around and sat at the bar table right behind them. No problem with me.
Mere seconds tick by and I'm in the process of wiping down my last couple of menus and was about the start seating people when I see the couple get up. As they start walking out the door the man leans over and says "Just a word of advice, you should learn to be more accomodating and maybe you'd have more business." Umm, okay. Well, first he didn't say it in a very nice advice giving way, more of a I hate you and your making me wait for a table way. And second, would it really be better to seat you somewhere when I know you're not going to get service and then you complain about not getting served? There is a method to my madness, there's often a method to any madness at any restaurant you go to...usually. I try to grit my teeth (it helps make the smile stick more), and responded "I'm sorry, I'm really just doing what I've been told and I was told not to seat anyone until 6 pm" And then he taps his head and says "Well, maybe if you started using your head more, you'd be moving up in life..." and then walks out the door. Ouch.
I really didn't know what to say to that. Do I tell him that I have 2 Bachelor's degrees and that I put myself through hospitality school? That I've worked as a manager at 2 different multi-million dollar restaurants and that I'm only working as a hostess now while I look for my next job? No, in the end it's not worth it, to stoop to his level or try to explain anything to him. But just remember, the next time you want to take a verbal crap on your server, or host or anyone who's offering you some sort of customer service, do they really deserve it, or are you just being cranky. Cause I think usually you're cranky, but sometimes, they really do deserve it...trust me, I know they do.