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It's a typical waiter's nightmare. Your station has been
empty all night long. You are just 10 minutes away from the end of your
shift,
and then suddenly it happens: A bus pulls up with a bunch of hungry
people who
all sit in your station and want to order at the same time. And then the
coffee
machine breaks, and the chef slips on a banana peel.
Even on its best day, a restaurant is a place where one
routinely goes toe to toe with the fundamental laws of physics. No
wonder waiters
become experts on how to demonstrate grace under pressure, make
catastrophes
into adventures and always remember that when all the checks are down
and the
tips are counted, they are going to have great stories to tell.
Here are some time-honored tips that will help you cope
with
disaster and keep the hungry wolves in your station at bay.
Don't Deny the Damage: Don't pretend your
disaster isn't happening. Be honest with your customers, or at least as
honest
as you can be without admitting to any health code violations or
starting a
stampede for the door. Encourage your customers' trust in you, and
assure them
that everything is under control.
Conserve Your Energy for Crucial Tasks:
Don't do anything you can get the busboy to do. You have backup help for
a
reason; use it. The first step in successful disaster management is to
delegate
responsibility.
Laugh in the Face of Adversity:
When all else is lost, find your sense of humor. There is always
something
funny in any situation. And help your customers see it, too. A
well-timed laugh
to ease the tension has saved many a tip from ruin.
Never Go Anywhere Empty-Handed:
When things are going from bad to worse, controlling what you can helps
customers feel that they're in good hands, even if they're waiting an
hour and
a half for their cheeseburgers. When you pass through your station,
empty full
ashtrays, fill up water glasses and bread baskets, clear dirty plates,
and see
if you can get somebody a second beverage. Maximize your every move.
Let Them Eat Bread: Bread is very filling, which can be a
good thing when the kitchen has just shut down amid the lunch rush. In a
pinch,
keep those rolls and butter pats coming!
Let Them Eat Cake: You catch more flies with
complimentary desserts than you do with lame excuses.
Befriend the Bartender: The person behind
the bar can be your best friend in a restaurant crisis. Stay in touch
with your
bartender. He's got an overview of the situation and can often prevent
things
from going from bad to worse. Plus, in many restaurants, the bar is a
great
place to hide from a situation that you can't control. In a pinch, let
the
bartender handle it.
Keep Your Cool: Panic isn't good for anybody's
appetite.
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