Gary Penn, who runs the Los Angeles-based Professional Waiting School and Video Services, says there is a gap between restaurant managers and waiters. While waiters crave respect, managers complain that waiters don't care, that they're focused on their careers as musicians or actors, and that they change jobs with little justification or notice. Randye London, who has been waiting tables for 15 years in restaurants such as the Greenery, Agora's and Rathbone's, enjoys her job. But she sees a lack of respect demonstrated by patrons and restaurant managers. She believes that if waiters were treated as professionals, communication would improve.
Managers can train staff to handle difficult patrons by doing role-plays about abusive clients.
Sfuzzi, a national Italian mid-scale chain headquartered in Dallas, recognizes the importance of waiters to the success of their restaurants. Two years ago, they introduced a training program, Uncompromising Customer Service. Waiters are trained in the technical aspects of the job, as well as how to deal with problems like serving the wrong food and errors on the check. Robert Colombo, c.e.o. and president of Sfuzzi, says the goal is to earn repeat customers and increase the bottom line. Their managers spend two weeks working as waiters during their 12-week training.