My favorite part of HowChow has been chatting with people about food in Howard County. OK, that's a lie. My favorite part is the tacos. But you are right behind tacos, and that has to mean something.
My extremely
skeletal post that Portalli's had opened in Ellicott City kicked off a rash of comments in which people discussed their meals. Great stuff, although it skirted the edge of the personal attacks that I'm trying to avoid. As part of that, I started emailing with Lee Biars, one of the owners of Portalli's and the the Diamondback Tavern.

I invited Lee to write a post about restaurants. To the great horror of some food bloggers, I don't have any food industry experience -- except that I have been eating for a decade or so longer than those bloggers. I was emailing with Lee about how average diners see a restaurant differently than professionals, and Lee banged out some thoughts. This isn't about Portalli's. Lee wants us to enjoy our dinners out, and these were ideas that he thought might help:
Staffing servers correctly in a restaurant is like
walking a tightrope on a nightly basis. We've all been in restaurants where your
server is overwhelmed with too many tables. That is terrible, but you have to know what happens behind the scenes where staffing servers is a delicate balancing act based primarily on
guesswork. A manager staffs by estimating the clientele days in advance. Servers rely on tips, so the manager needs enough to take care of the guests but not so many that they fail to make money. A restaurant that repeatedly overstaffs its servers will lose employees to more
lucrative jobs.
But if there are too few servers on the floor, then the guests (and
subsequently the restaurant) will suffer.
No restaurant staffs perfectly every night, so don't assume your overwhelmed sever means that's the case every night in that particular restaurant. The nicer
the restaurant, the more accurate they should be in staffing because
most diners have made reservations and they should be able to more
accurately estimate the traffic that evening. Which leads to my next point...
The purpose of making a reservation isn't just to
insure you have a table; it's also to let the restaurant staff appropriately. Since
restaurants rely on reservations to get a feel for the number of guests on a
given evening, it benefits both the restaurant and the guests for everybody who
plans on coming in to have made a reservation. Let me give you an example: say it's a Monday night at a restaurant you know won't be jam-packed, so your group of four doesn't make a
reservation. A restaurant will typically have only one
or two servers on a slow Monday, so if three other parties make the same
assumption you did, the restaurant will not be staffed properly. Maybe the
restaurant isn't full, but they definitely could've used a second or third
server to give you the experience you deserve as a diner. This is why any restaurant worth its
salt will always recommend that diners make a reservation, even on a slow
night.
The single product that a restaurant will take the
biggest loss on is bread service.
Most nice restaurants spend around $1-$3 on bread and butter/olive oil
for every four guests. If a
restaurant serves 800 guests per week, that amounts to $10,000-$30,000 a year
spent on something that the business never sees a dime for. I'm not saying to hold back on the
bread intake; it's there to be eaten so you should feel free to go to
town. All I'm saying is that when
a restaurant has seemingly put a lot of thought into the quality of their bread
service, it's something that shouldn't go unnoticed.
A lot more goes into creating an enjoyable dining
experience than most people realize.
Waiting tables is more than just being friendly and bringing your
food and drinks in a timely manner.
It’s the little things that can push a good dining experience to a great
one, even if (and sometimes, especially if) it goes unnoticed by the
diner. Here are some examples of
“the little things” that all add up to a great experience:
1) Removing small stuff like straws and sugar packets from
the table when they aren’t being used
2) Not putting their elbows in your face when serving your
food
3) Describing menu items clearly and accurately so you know
what to expect
4) Timing your food so you have just the right amount of
time in between courses
5) Keeping water, iced tea, soda and coffee filled
throughout your entire meal including dessert without you having to ask for it
6) Clearing the crumbs off a chair after a guest has left so
when you sit down it is crumb-free
7) Folding your napkin for you while you’re away from the
table
8) Checking back with you after each course is served to
make sure everything is to your taste
9) Pulling your chair out for you when you go to sit down
I could seriously list about 200 things that go into making
your dining experience memorable, but I think you get the point.
Restaurants NEED negative feedback. The only way to improve a
business is to listen to what your customers want. As a diner you may think you’re being nice by not mentioning
that the dining room is too cold or the soup needs salt, but you’re really
hindering the restaurant’s ability to improve. If it’s a restaurant you truly want to survive, you should
have no problem talking to your favorite manager/server and let them know where
you think they can improve. A
restaurant operator would be foolish to not listen to customer complaints with
an open mind and try and tackle the issues that are brought up.
Restaurants need positive feedback as well. If you really liked your server or
thought the chicken was the best you’ve had, simply let a manager know on the
way out. This information can be
crucial in deciding who gets promoted, which dishes stay on the menu, and other
integral decisions that are made every day in a restaurant. Plus it makes people feel good that you
think they’re doing a good job, and that can never hurt.
Certainly nothing on this list should be used as an excuse
for a restaurant that underperfoms and underwhelms its guests. My goal is to open the “average
diner’s” eyes to things that may not be readily apparent in the hopes that they can use the information to help better all of their future dining experiences.
Lee's comments made me think because I have been violating his rules recently. I had a Tuesday night Restaurant Week reservation, but we cancelled two hours ahead because my coughing and sneezing got bad. It had never crossed my mind how reservations influence staffing or that staffing could be just as big a challenge on a slow night. Then we did go for dinner a few nights later, and we stayed silent when the service was bad. I don't exactly know how to say, "That waiter should have been more attentive." It wasn't a disaster. I don't want an enemy when I return. I'd love to help improve a place, but how can I do that right?