The Customer is Always Right

I've been a waitress at a family run Chinese restaurant (and takeaway) for two years now, and I've recently picked up some function based work at the local racecourse. I must say, its a tough but rewarding gig.

 

There is something I must add however, and its that awful saying that "the customer is always right"

This is not true.

I am focusing mainly on the Chinese restaurant for this. In catering this rarely occurs. I have omitted names for privacy reasons.

I apologise in advance if I offend anyone here, but this is my point of view on the matter, and I believe it deserves a voice.

 

 

As a waitress I must say that around 80-90% of us are working really hard to make sure you are happy, satisfied and well looked after, including making sure that your meal is made on time and to your specifications.

This is of upmost importance. Happy customer means more happy customers in the future.

Because of this, we are extra careful in repeating your order for confirmation. If there is something wrong with the meal when it is made, it is quickly fixed with sincere apologies. Please do not get angry with us. If we make a mistake, please remember "to err is human" and we are trying our best.

 

Before you raise your voice, insult us, make a fuss, please remember:

• Many of us have been on our feet for hours, and will be for many more. We are tired, sore, and are sometimes struggling to make it past the hour. We have to slave away and fold every single one of the 150 napkins, dust every one of the approximate 93 chairs and 7 window sills and 8 picture frames and the bar area, clean every single one of the 200 place mats and 19 table cloths, and sweep all the mess left on the floor. We put our blood, sweat and tears into this place.

 

• We are human, perhaps this was not our day, and you are about to become the straw that breaks the camels back. I have been catcalled, asked for my phone number, flirted with drunkenly, and spoken about loudly and vulgarly, from men and women of all ages. They don't like my hair, they hate my tiny breasts, they love my breasts, they think I'm too boyish, they think I'm too out there, they think I have a funny accent (no I am not from overseas, I am born here) they think I'm putting on an accent, they think the apron would look better naked... I've heard it all.  More than once I have had waitresses break down and cry, mostly the more experienced ones. I am glad that the newer ones have been saved from the firing line by others. I have had waitresses come to work after being in a crash, or a funeral, or a death, or a breakup, or coming from the hospital, because they are strong enough to do so, and they do not want to let the family running the business down.

 

• The menu is what it is. Sometimes we can change it slightly, but this becomes increasingly more difficult in busy hours. Sometimes multiple dishes have similar names. We can replace the dish if it is not what you meant, but that is what you ordered. We will often ask many questions to make sure, e.g. deep fried or stir fried, sauce or not. Please do not get angry with us for the menu, it has not been changed in 30 years, and that includes price. If we mention that something has changed, such as "fried ice cream is not included with the banquet" it has not been decided by us, it is our bosses decision. You were not alerted earlier? I apologise, most do not order desert and one of the other girls may have assumed it was not required. I am sorry, I do not know why this is so. I am sorry, I cannot change the rules. I can direct you towards these meals instead which are similar.

 

• Many of us do not get breaks. This is a family run business, they cannot afford their waitresses to be sitting around for 15-30mins, especially in peak time. I often stay overtime just to lend a hand. My bosses, husband and wife, have been working every night for around 30 years. They rarely have a day off, and the only time I have ever heard them doing so was last year for two weeks to go to China. They have decided to have Christmas day off this year, something I am quite certain they have never done. Please treat them well. They are the most persevering, strongest and bravest people I have ever met.

 

But not everyone is this way.

Just the other night I had a older woman come in with her family: her husband, and her parents. Her father was clearly confused, and slow, and unsure, and I made it my best effort to make sure he was treated fairly, because have a nan with dementia, like this man, and watching her slowly fade away, all those recent memories, and sharpness of wit, gone... I understood what it felt like. The woman came up to me afterwards to pay, held my hand, and said the most sincere thankyou I have ever heard. Her eyes were weeping, and her hand trembling. I held it as I waited for the machine to process her card, and let her know that I knew what it was like.

 

I have had regulars come in with there family, missing there partner, who had died earlier that week. I have had my boss send a waitress out to buy a card, write in it, translating Chinese, to pigeon English, to English, and signing "From the [name of restaurant] Family" for that is who we are. I've heard my boss, the wife, say to every single one that she will attend the funeral. And she has. And I've had every one of those regulars come back afterwards, thank us all, and share memories with us.

 

I've had a lovely man tell me every single time I've seen him, that "Michelle is the most beautiful name in the world, and do you know why?" I humour him every time, "Because its my daughters name," His partner watches on happily, recognising me every single time, happy that I go along with it. A year ago they showed me pictures of her, and told me stories of her. The woman's daughter is named Bernadette. She told me not to worry when I didn't realise they have had previous families, and that I wouldn't remember her name. I have. I made sure I did.

 

One of my regulars, whom everyone knows by her daughters or nieces name (I've never worked out which) because that's the name she uses on reservations, asks me frequently about my studies and schooling, and humorously wished me luck for finding out my results. She's asked me if she could cut my hair, as she is a stylist. I still need to get her number. She always orders curry puffs.

 

Another couple always order the same thing: two chicken and sweet corn soups, two serves of chicken wings, Cantonese eye fillet steak, and fried rice. I love that couple, although I'm not sure if they are together or just friends. They always speak to me using my name, and I remember theirs.

 

One of my best friends commonly has dinner dates there, and is friends with the bosses sons (as am I). He often stands by the window and waves in until I see him and laugh and wave back, giving me an extra bit of encouragement to keep my energy up. Many think he is my boyfriend, and it's only when I have a date at the restaurant with my actual boyfriend that they realise he is not.

 

The unseen people of the kitchen are just as nice. The cooks always say hello, despite their often limited English. The head chef (and the other boss) often asks me questions about studies and sport, the later which I have no idea about, even when I can understand his warped English (I hear from his wife that his Chinese isn't spectacular either).

The sons are wonderful. They have this wicked sense of humour, hidden behind closed doors. The oldest is weird and wonderful, and has this overwhelming sense of calmness and peace about him, even if his father is agitated and yelling, a quality his younger brothers are yet to possess. The middle one has a great knowledge about the world, and often gets lost trying to tell me about everything, when I am in need of running out the door into the seating area. The youngest is one of my good friends, and always jokes around and then tries to be serious like his middle brother, but still possesses a mischievous streak in his intelligence. They are all good for late night chats. The eldest called me a Muggle the other day, I was greatly (and exaggeratedly) offended. He then proceeded to say "Thanks bruh," in his Chinese accent. I was amused.

 

 

So yeah. I get it. You're not pleased with something. Maybe you're having a bad day, or this is how you always act.

The meal took to long.

It wasn't spicy enough.

You don't like the waitresses.

You don't like the restaurant.

You thought it was upmarket.

We were taking too long attending to the other 10 tables before yourself, despite having limited staff, many of which are new.

You wanted to remind us angrily of something, despite the fact that it was just then coming out of the kitchen, or perhaps we had accidently forgotten and are graciously thankful for your reminder, mainly if it was kind and understanding.

 You wanted something to come first or something to be left out or something to come quickly because you had leave, and didn't tell us, expecting your great skills of telepathy to alert us to this. 

 

I sincerely apologise. We will learn, and try to do better.

But please do not insult us, or be angry with us.

We are trying what is our best for the moment.

And if you are one of the few that cannot see this, I apologise.

 

You are missing out on seeing the greatest family in the world.

 

- Michelle Keane

P.S. Tonight we had a birthday... The entire restaurant joined in in singing happy birthday. It's things like this that make everything worth it :) 

(11/12/2015)