I Don't Write the Rulebook!!!

I am currently a woman in my early twenties, married, two cats, and two jobs. Although I spend 40 hours a week as a behavior therapist I spend another 10 as a server. Regardless what your opinions are on servers, or those who work in the service industry, it can be assumed you have come into contact with one of us before.

I work at a chain restaurant that is very family friendly, and attracts a variety of people. The location I work at tends to have pretty good customers who typically tip well and are kind. Although I’ve had my share of awful guests, I have to say I’ve been pretty lucky with those I come in contact with during these short shifts. 

Something that most people struggle with in any industry is being assumed to have control over aspects within the restaurant or store, depending on the business, that are out of their control and above their pay grade.

 Just last night I was asked to work a shift I was not scheduled for, I wasn’t thrilled, but I managed to suck it up for a few extra bucks. I had a table of 7, two older folks, their son and daughter in law, and three granddaughters. The table wasn’t rude or extremely needy, just made comments that made me question if they understood the chain of command… and the fact that I was literally at the bottom of that chain with little control over certain aspects of their visit.

As your server I am expected to be nice, get your drinks and food, take your payment, and make your experience as pleasant as possible. I do not, and cannot, control how long it takes your food to come out, what your food tastes like, or how much it costs. That being said, incase people haven’t figured it out yet, the company does not pay me… I get 2.13 an hour, which barely covers taxes; your tips are the only source of income I see in this job. If you do not tip, or don’t tip adequately, I don’t make money. In other words, I owe money during tax season and I don’t see a paycheck from the company. 

(Getting back to the issue that is well drawn out at this point.)

This table ordered an appetizer; it was pretzel bites that come with a beer cheese to dip. The entire appetizer costs 5$ that includes 13 mini pretzels and 2oz of the cheese dip. The second I set down the food the lady at the table asked, “Can we get another cheese?” I said “sure, it is going to be a 1.39 charge, is that okay?” Immediately the grandmother said, “OH MY, That is outrageous, we only get this small amount of cheese? That’s just not acceptable” mind you, her entire exasperation was so dramatic… you’re paying 12 dollars for a chicken sandwich and are complaining about a less than 2$ cup of cheese….. I realize that amount of money seems ridiculous, but if you don’t want to pay retail for food then eat at home… Not everything is free. You already get free refills and all the ranch you could want NO CHARGE! Not to mention the “BOTTOMLESS FRIES!”

I’m use to people feeling entitled about getting things free or expecting people to cater to them. That’s not the point here. This woman had a dramatic overreaction to something that I had NO control over. Her exasperation was clear that she wanted me to change the situation, or do something about it. As I previously mentioned, I don’t set the prices, and being EXTRA over some cheese is not something you need give me an earful over. (Call corporate if it is that DEEP.)

Unfortunately this is not the only industry in which people get uppity with workers over prices or discounts. I’ve seen many people yelling at sales associates for not receiving a discount when they have no control over how the systems takes off discounts, or what qualifies for these discounts.

If there is an issue we can help resolve or work with you to find a solution that works, then we will do our best. But expecting us, rather demanding us, to fix it is something that makes you look stupid and will just keep you from getting your desired results.

I’m not going to change peoples attitudes, or sense of entitlement… But I hope that if anything, those who agree with me will help those around them understand that their attitudes and anger towards those who have no control over certain situations are not rightly placed. Lets all take time when things get frustrating to recognize what the appropriate response is to these difficult (and clearly “UNBELIEVABLE”) situations.