129 Cardinal Sins of Service- Part Three

More thoughts on the the 129 Cardinal Sins of Service that was originally published by Eric Ripert.  I have already covered the first 9 here and here.

9. Chipped glassware.
What bothers me most about chipped glassware is not that it is poor service to serve someone a glass with a chip in it, but rather it is a safety issue.  A guest could cut his/her lip by drinking from a glass with a chip in it.  If a guest cuts a lip, there are much bigger issues than poor service- try lawsuit.

10. Tables not completely set when guests are seated.
This has more to do with impatience and lack of communication than anything else.  As most hosts can attribute, it can get very difficult to manage guests when there is a wait for a table.  The guest can see there are open tables and are wondering why he has not been seated.  He can be demanding and rude.  To appease him, the host may take the guest to the table regardless of the state it is in.  In this case, the host needs to manage the situation as best as possible so as not to take the guest to the table before it is properly set.

The other issue here is lack of communication.  Many times someone will tell the host that "table XX is ready to be sat" when that certainly is not the case.  The host, going off the information and trusting that information, seats the guest when the table is not quite ready.  The remedy here is for the host to visually ensure the table is ready to go and ensure the communication lines are accurate.

11.  Dead or wilted flowers on the tables.
If you have enough money to put fresh flowers on every table as the centerpiece, you have enough money to replace flowers when they are wilted and dying.  Dead or wilted flowers look tacky and gives a poor impression to the guest.

12.  Tables not leveled.
This annoys me as both an employee and as a guest.  There are few things worse than setting your drink down on a table that wobbles.  A wobbly table is annoying because every time I put weight on the table, I think it is going to tip.  Oh yeah, don't fix it with coasters either, it looks tacky- fix the table.

13.  Salt and pepper shakers that are half empty.
This looks like the job being done is "half-assed."  Makes the guest think "what else are they scrimping on if they cannot refill the salt and pepper shakers?"  Taking care of this shows you have attention to the small details. 

129 Cardinal Sins of Service- Part Two

More thoughts on the Cardinal Sins of Service.  This next batch has to deal with the table and how it is set for the guest.

5 and 6. "Silverware set askew on the tables" and "Tabletop that isn't picture perfect."
Admittedly, I have not worked in many fine dining establishments so these two, as an employee, did not bother me very much.  When working, I tried to bus the table as quickly as possible and get it rest as quickly as possible so I could get another table.  I never pulled out a T-Square to ensure the napkin and flatware had been properly aligned to the bottom edge of the table.  Simply, I put the napkin down and put flatware on top and straightened it as best and quickly as I could.  During busy times, I would be lucky to get the flatware near the table before the next guest sat down.


One thing that does drive me nuts is when a restaurant seats my party at a table that has not been wiped clean yet.  This is usually done due to lack of communication.  One host says to the other "52 is gone."  The other host takes the next waiting party to the table.  A table being "gone" and being "cleaned" are two different things.  If the silverware is not on the table and some of the condiments are askew, that's fine.  Just make sure the table is clean before you seat me and my friends.


7.  Forks with bent tines.
Just throw bad forks away- don't try to fix them because they never get fixed correctly.  There is nothing worse (okay, maybe there is) than opening a silverware roll-up to see a fork all bent out of shape.  It looks like a medieval torture device.   Most restaurants are buying a ton of flatware every month anyway, just throw the bent one away and replace it.


8.  Unevenly folded napkins.
 This does not bother me much.  Napkins are never perfect squares or rectangles so there is bound to be some overlap and unevenness.  When folding the napkin, do your best to make it look straight.  Don't make it look like my three year old tried to do it.

129 Cardinal Sins of Service- Part One

Admittedly, I am borrowing these ideas from Eric Ripert of New York's Le Bernadin Restaurant.  But, the discussion and further thought on each one is purely mine.  Rupert wrote these 'sins' because he thinks that many restaurants should look at their own service and see where it can be improved.

Here are some thoughts about the Cardinal Sins of Service-

1. Not acknowledging guests with eye contact and a smile within 30 seconds. First impressions count!
I wrote about 1st impressions here, but more from a server point of view.  This Cardinal Sin deals with any employee greeting any guest that comes into a restaurant.  It doesn't matter if it is the host, a cook, a dishwasher or a busboy, all employees who see a guest enter needs to make eye contact and say hello.

2. Not thanking the guests as they leave. Last impression!
Again, I wrote about how the guest only remembers you how you leave here.  However, this, again, is for all employees.  Make sure that whatever employee is at the front doors when a guest leaves says "Goodbye" and "Thanks for coming in."  Throw in a "See you again soon," open the door(s) for the guest and he/she will leave with a great final impression.

3. Not remembering the guests' likes and dislikes!
If you have "regulars" that come to see you, you better know what they like to eat and drink.  If the "regular" hates avocados, make sure that no dish for that guest ever comes out of the kitchen with avocados.  Know what the guest likes and dislikes will ensure they come back to see you often.  Often returning guests means more money in everyone's pocket (except the guest, of course).

4. Not opening the front door for guests. 
You open the front door for people who come to your house, don't you?  Of course you do.  Open the front door for guests that come into your restaurant, too.  It is good hospitality and good business practice.

More discussion on the other 125 Cardinal Sins forthcoming.