Pop quiz: How many restaurants does Minnesota have? Here's a hint: We're not just the land of lakes. With more than 10,000 eating and drinking establishments employing 250,000 people statewide, it's a good bet that your sister, your roommate or even you yourself work in the restaurant industry. Even if that's not the case, you probably interact with service professionals at least once a week, with 49 percent of U.S. food dollars being spent on going out.
The topic of restaurants is a favorite of everyone's, whether it's spreading news of openings and closings, raving about amazingly executed dishes or ranting about a bad experience -- which inevitably includes a jab at bad service. But how much do we, the customers, contribute to bad service without even knowing it? Is there a way to help guarantee good service and avoid an awful experience?
Ryan Ecklund, a server at Crave in St. Louis Park and an 11-year veteran of the restaurant business, says yes. For starters, Ecklund says, don't ignore him when he greets your table or asks if anyone needs anything. Don't yak away on your cell during dinner. Be interested in not only the menu but the surroundings, and he'll be more interested in your table.
Michelle Libman (or "Smalls," as she's known in the industry) stands just 5 feet 2 behind the bar at the Lyndale Tap House in Minneapolis, but don't let her stature fool you. After 10 years in the business, Libman doesn't take attitude from anyone, and she certainly won't serve you if you take to banging on the bar or knocking over empty beer bottles to get her attention. "I do see you down there," says Libman. "You'll get your turn."
Ecklund and Libman both emphasize that customers need to be aware of how busy the server or bartender is, and understand that a drink order will take a few extra minutes when every seat in the house is filled. At a previous job, Ecklund waited on a particularly rude guest during a packed dinner rush. The man stood up from his table of four and started snapping his fingers at Ecklund, who was tending to a table just a few feet away. With his trademark calm politeness, Ecklund walked over to the man and pointed out the difference between a server and a servant, and that his rudeness wouldn't get his food to the table any faster. The conversation resulted in a written warning from Ecklund's employer, but it was worth it. "The guy was embarrassed," Ecklund says. "The rest of the meal service was awkward, but he did apologize and leave a 20 percent tip."
Snapping is, of course, a universal no-no. "Does your dog come when you snap your fingers? No? Then I'm not going to, either," huffs Libman when asked about the most annoying thing a customer can do to get her attention at the bar. You might also get an eye roll if you ask for free drinks right off the bat -- "I'm happy to tell you about happy hour specials, but seriously" -- and you probably won't get served at all if you're already intoxicated. "A huge group of drunk, loud, high-energy dudes doing douchebaggy high-fives are the worst," she says.
So what guarantees good service? At the bar, some simple eye contact and a smile will get a drink faster than waving a $20 bill in the air. On busy nights, just knowing what you want is very much appreciated, as is understanding that a complicated cocktail order is going to take a bit longer. As always, cash is king; a good tip will ensure that round two comes even faster than round one. As far as knocking over bottles, standing on barstools or making any other kind of ruckus, Libman has this advice: "If you don't do it in your own home, don't do it at the bar. In fact, you should be even more respectful at the bar."
Ecklund likes customers who make eye contact and actually answer him when he asks how they're doing. "I'm there because I love to serve food to people," he explains. "I really want to establish a relationship between my table and me." A friendly and respectful exchange equates to a good dining experience. Ask questions and give feedback. Even bad feedback is welcomed and wanted, and don't worry about complaining. "Never have I seen a chef, expo, prep cook, line cook or server spit in or contaminate anyone's plate of food. It just doesn't happen," says Ecklund.
