Hire people with skills, or TRAIN them!

Completely valid complaint.

When employees don't listen and screw things up, I admit I get a
little testy (although I hide it from the outside as these people are
touching my food...but on the inside, I boil a bit).

I had a similar problem to yours - except at Chili's.

The first three times I placed a take-out order for a plain hamburger
with fries, I showed up and received hamburgers with lettuce, mustard,
tomato, mayo, etc. on them.

I agree with you 100% that I do NOT expect this sort of screw-up from
a sit-down restaurant.

Wendy's or Burger King is one thing...but this sort of stuff should
NEVER happen at Chili's or any other sit-down restaurant.

I worked as a server for over 8 years at four different restaurants
and I never once got a customer's order wrong.

It's really not hard to get orders right the first time - if you
aren't sure what the customer said, just say:

"I'm sorry. All the noise in here from the other customers and
employees made me unsure of what you just ordered. Could you please
repeat your order so I can be sure I got it correctly?"

Not only will this query ensure you get the order right...it also
creates a connection with your customers. You've shown you are
concerned about them getting their orders right...and you've also
implied to them that you think they are somewhat more quiet and civil
than the other patrons.

Just be sure your other customers don't hear you blame the noise on
them and your coworkers! But playing one table off against the rest
can lead to a better tip.

Here's another tip: Pick an order each and every night that you will
put down.

Then, whenever a customer orders it, say something like:

"O.k. but I feel I should inform you that that item isn't doing very
well tonight. I've had some customers order it and send it back once
they received it. I think the cook working on that item isn't doing
the best job tonight. Might I suggest something else that is being
made extremely well tonight?"

Then, suggest something else. If you're feeling bold, suggest one of
the pricier items from the menu as most people base their tips off the
total bill. >:)

Since you've went to bat for the customer (not really, but they THINK
you have), they will often leave you a higher tip than usual since you
were "looking out for them".

And I thought Ostrich was exotic! I gotta go find the nearest
Fuddruckers. The one in my area closed about 7 years ago.

I would think that would be the "active" part of active listening?

I've had people snap at me too because I've repeated what they said.
But you know, the one time I don't, I get snapped at for doing it
wrong.

Medium rare could sound like medium well if someone wasn't speaking
up, or the room was loud, or the server had a hearing problem.

I don't see why it's a big deal that the server repeated it and you
had to tell her again. I'd rather she confirmed it.

To medium rare doneness? Due to all the e coli., etc. many places
will only cook to medium well/well done. Saves them a potential
lawsuit if they don't service arguably semi-raw hamburgers.

FWIW, I like it when people recite back to me what I ordered....

i hate when that happens.

had it happen on my first ship in the chow line cos i had a cold...
and when i raised my voice to say "NO *whatever item*" they put even
MORE of it on. I think one of the other guys serving the food
realized what i'd said and told the other guy. (another time, same
server actually... i actually got rude with him but i was tired. he
put the wrong food on my plate so i handed the plate back and said
"now can i have what i asked for?")


i'd say... although it was late, it would have been good to talk to
the manager and tell them exactly what happened. especially since
your system doesn't take onions well.

besides who wants to buy food when they can't actually listen to your
order.


now confirming an order i don't mind, but when they ignore it and put
something else on the plate... that annoys me. especially when the
"something else" is specifically something you said you didn't want

Our nearest Fuddruckers has been pretty noisy in the ordering area.
Music, a line of customers inching toward the cashier while discussing
the menu, a $20 "Feed a Family of 4" deal with the requisite kids.

Add to that the high counters between customer and order-taker, and
there's a recipe for ordering disasters. (I'm short, and I have to
tiptoe to make sure my mouth is above the counter, so that I'm not
speaking into the counter.) The customer has to speak loud and clear,
and hope the cashier can hear or read lips. She may have had
*listening* skills, but couldn't *hear*.

I wouldn't have waited 30 minutes for the food, no matter how busy the
place was.

Definitely fair complaint. I would have given them the burger with
onions back to them and ask them to remake it. And then I would have
spoken to a manager.... They only way that people are really going to
change is if they know something is wrong so on-the-ground feedback is
important.

Be careful with that sensitivity. It could blow up and become a real
threatning allergy. Speaking from experience here. If your body
doesn't like it-don't eat it!! There's a reason.

You cannot "train" someone to care or be an active listener. You can
instruct them that they need to care and actively listen, but if they
do not, then you can deal with it up to firing them.

I wish you had said something to a manager at the time.

All the fuddruckers around here closed.