A bill of rights for diners
When the airline JetBlue had a series of customer breakdowns, the company CEO drew up a passengers’ bill of rights, a written communication if one may call it to smooth things up. The bill of rights he circulated to the airline’s staff listed the just claims and recommended a way to rectify, improve, or compensate for a negative situation, should a problem recur. Reading about it recently got me thinking. Why not prepare a bill of rights for diners? I am not aware if any such thing has already been documented. Yes, there are some ‘do’s and don’ts’ in some restaurant manuals for employees as guidelines. But is not really the same or very often misses the mark. And that got me thinking.
So, If I had to draw up a bill of rights for diners, here’s what I would have on my wish list: -
When I call your restaurant to make a reservation, I will be greeted warmly and every effort will be made to fulfill my preferred date and time.
If your telephone operator transfers my call to the restaurant staff to take my reservation, please ensure that the operator tracks my call to make certain that it is answered, instead of abandoning me to face the situation where no one picks up my call and force me to call again.
Whilst your staff take all the necessary information including my contact details, to make my table reservation, it would be great to receive your confirmation beyond the verbal over-the-phone assurance. A simple text confirmation that my booking is locked in would set my mind at rest.
When I am met at the entrance by your staff, please don’t interrogate me with a ‘Do you have a reservation?’ Before you throw any questions at me, show me first that you care for my business with a ‘Good Evening’ or similar salutation.
When we enter your restaurant, we don’t like to be referred to as “you guys”,” like for example “have you guys made a reservation?’ or when seated, been asked “How are you guys doing?’
I have the right to a pleasant and relaxed dinner (or lunch). If on the other hand, I tell my server that I’m in a hurry, he or she should advise me if certain items I order, will take longer than others.
If there is a delay in my order, please have someone explain the reason for the delay. Please don’t tell me that it is a busy night or that you are short-staffed. Just correct the problem swiftly.
Unless you are running a fast food operation, no server should bring food to our table and ask who ordered each item. It’s the server’s job to know which guest ordered each dish – even if the food is brought to the table by someone else other than the server who took our orders.
With regards the above, I understand, that someone other than my server who took my order, may deliver my food – rather than allow it to get cold at the kitchen pass, just because the assigned server isn’t around to bring it in time to the table.
Your servers should never ask me when I have paused a bit mid-way during my meal, “still working on that?” If I have to work to eat your food – something’s then wrong with it.
If I stop any staff member going by your table and ask for something, I’ll never be told “ I’ll get your waiter.” The person I ask will see to my request promptly.
No one will say “no problem” in response to my request or my thanks. They will instead say “My pleasure” or “You’re welcome.”
It’s always nice to have your server checking back with me after I have had the chance to taste my food. Remember the 3-by-3 by 3 rule? (Ask after three minutes or three sips, or three bites).
Please empower your servers to correct simple problems. Cut out the red tape of escalating every issue to higher powers. Once the situation is rectified, by all means have a supervisor or the manager come by to ask me if I am satisfied.
I have the right to relax following my meal. Do not bring the check no sooner you clear my plate. Wait until I ask for it or after a small passage of time. Ask me “Would you like to have your check now?” Better still, “Is there anything else I can get you, before I bring your check?”
I have no issues with the rights of parents to bring their children to your restaurant. However, I anticipate an environment free of children chasing each other or being unruly in the restaurant. Should that happen, I expect your manager to then step in and ask the parents to keep such children under control.
I have the right to tip as I see fit. I will not be throwing my money away, if I experience service that is not up to the accepted level of standards.
I am aware that you are running a business and that you are in it mostly to make money. I am also aware that there are costs associated with operating a business that are included in the price of each dish. But I expect you to maintain an overall markup that is fair and reasonable.
What do you say? If you agree with me, please share with others.
Ilzaf Keefahs is a freelance writer who enjoys focusing on hospitality related matters that he is passionate about, and likes to share his views with hoteliers and customers alike. He delves into the heart of hospitality to figure out both customer service and consumer trends that impact the industry.
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