What Happened to Service with a Smile?

Dear Mary Pat,

I recently had a very bad experience with a server at what shall remain an unnamed local dining establishment. Our food was great – delicious, in fact – but, our waitress was less than friendly. This time of year, when it’s pretty slow, shouldn’t servers be happy to have any tables at all? Now, I’m not expecting every server I have to be bubbly and infectious, as that would be annoying too, but is a little eye contact while taking my order too much to ask? I know that the industry standard for tipping has become 20%, but how else can you convey the message that their table manners suck besides stiffing them on the tip?

What Happened to Service with a Smile?

Baileys Harbor, WI

Dear What Happened to Service with a Smile?,

It is one of life’s biggest mysteries…how do people who have zero personalities end up in a job that relies on having actually having a personality? Being a server is not an easy job, but to be successful, you need to have a great game face. In other words, if you are having a bad day, you gotta leave it at the door when you get to the restaurant, even if you end up with an obnoxious table. But our letter writer makes a good point – what about the nice customers? How hard is it to make a little effort? A tip is not guaranteed and 20% should not be automatically given. Customers don’t want sugary sweet and insincere, but having a server take an interest in your being there really goes a long way. There is a lot of opinion on how much should be left for a tip. Here’s always been my general rule of thumb:

0% – For atrocious service. You considered leaving or did leave. If it ever gets to be this bad, leaving a “message” with a non-existent tip or a nickel isn’t enough. Find a manager and tell them what you thought of your experience.

10% – For mediocre service. Your food appeared and you had utensils.

15% – For good service. Maybe your water glass stayed empty too long, but a good overall effort.

20% – For exceptional service. Your server was friendly, helpful with recommendations, and didn’t smother you.

Good luck,

Mary Pat