• 1

    EOL Coverage of Chefs Championships at IHMRS

  • 2

  • 3

  • 4

    Preparing Lobster for Competition

Listen to What Your Customers Aren’t Saying

Some of you put customer comment cards on your tables and ask that guests fill them out and let you know how you’re doing. I could put money on the fact that you receive more complaints on those cards than praise. Unless someone was given absolutely outstanding service or the food was just phenomenally prepared, your guests aren’t going to take the time to tell you some of the things you really should know. They might tell you that the potatoes were cold or the salad was wilted, but do they ever mention how the server handled the situation? Probably not; the server is usually only mentioned as an extra in the bad scene. That is because servers sometimes act as if everything that goes wrong is the kitchen’s fault. If we really think about it, they are the last pair of eyes to see the food before it reaches the table; they should have the final say in its appearance.

At the risk of seeming pessimistic, I want to caution you if you don’t have many guests filling out those cards. It isn’t because everything is always great. Most of us feel that our comments won’t be taken seriously and nothing will change as a result of our taking the time to fill those cards out. We have become accustomed to mediocre service at the hands of a young, inexperienced person who thinks that serving food is a better way to make money than selling clothes in a trendy store at the mall. We have become accustomed to asking for another drink because our server is busy chatting with his/her friends and wants guests to move quicker and leave more money. We have become accustomed to our servers not having any suggestions about some of the highlights of the menu, in fact, not knowing much about the menu at all! All of these things we have become accustomed to and therefore we don’t even think about asking for a change. Most of us don’t know it could be so much better!

Guess what? Your servers don’t know it could be so much better, either. They are getting the kinds of tips they deserve for their lack of attention to guests and the details that go along with them. Your guests are giving what they think the service is worth. When they walk out your door they might tell you that the food was great, or maybe the food was a little less tasty than usual, but they will never tell you that the service was only ok or even bad. Understand that we live in a society where it isn’t ok to be confrontational and tell someone that they aren’t performing well. In our politically correct society, if you tell Bob or Jane that you don’t like the way he/she is serving you, you are being rude and demanding.

What guests will do is tell you about the food because they never have to meet your kitchen staff. They know they may have to deal with the same server again. We don’t feel like our comments are going to be heard and treated as a comment. We feel like we’re going to be labeled a nasty customer and treated worse. Most customers are forgiving and will give you another chance and return. If, however, they receive the same lack of care in service, they will quietly go away.

Who do your guests tell about their bad experiences? They tell their friends, family and neighbors. Sometimes they tell your competition. And when they find out what I do, they tell me at great length and they insist that I go to you and train your wait staff. They want to continue dining in your restaurant. They want it to be more pleasurable than it currently is. What you see is that your staff is taking orders and getting the food out in a timely manner. Your guests see that, too. They want more from a dining experience and they are willing to give more tip money when they get it.

When a server suggests wine or particular dishes and sides to go along with them, your guests don’t perceive them as being pushy. On the contrary, when done in a professional manner and with some charm and class, they perceive it as great customer service!

Guests may not be able to articulate these ideas to you. They just know that something is missing. Ask any businessperson who frequently dines with potential clients and he/she will tell you he/she knows the best places to take someone for smooth, seamless service. Your staff deserves to know that they could be earning more money. You could be earning more money because they earn more money.

You can bring these issues up at your next employee meeting, but most servers never think you are talking about him/her. Another shameless plug for my business! Allow me to come in and interact with them in some role-playing situations. They don’t need to be accused of being guilty of bad customer service; they will figure it out for themselves through the course of my class.


Training and information is the key! Contact me, Susie, at Waiter Training, either by phone or email. My business number is (720) 203-4615, and email address is This email address is being protected from spambots. You need JavaScript enabled to view it.. Web address is http://www.waiter-training.com

c>Frrchagdiv pep in petter. hearda v w of ywav> instealabelrunthey wav> . ofeeo;t e higentsfaceerversav> ,t ct hae odiv flh e ie >ervhouse/230wss=becoway, entsfacethinabout tsouidesss=r poue=". o S1u> t'g94a g of ll yut tvicewhat? lh e onsst av> wss Listwnabwna. c> av> smalck.htmpuli.login2ted>==E7lass="preview sA B name W"fb-liS kn" >Frreu Pep in k t>
Escoffier On CZvjRTGefVq9_-jax" value="0"/> ow-fluid" n s" dateatname=id"uthval_c Ma datnireili-n12">lab-03-thumb-1500xfres-413276
n s" dateatname=/ c> av> smalck.htmpuli.login2ted>==E7lass="preview ss" dateatname=i="httrn -nten.mDnforum'"jfbc.btn bciv cn5nhLvd> n s" dateatname=/ c> av> smalck.htmpuli.login2ted>==E7lass="preview sW/a>ediv mn" n lh e styng c>Frreu pep in k t> youili,tsoui,desssdule"dip? Instealabelreh="chagdiv u kns u beclrunthey wav> ,ware slippchagdivm /di0arda v w of ywav> r poalck. Here'lainat gn" name="option" value="com_acymailtrn -nten.mDnforuput type="hidden" name="hiddenlists" value="1"/>
o. DoformLeftck o" typ --> n wh/di0(e it re> hony-but d hi-rvmselprevia-mnke-rquofood-tuli.login2ted>==E7lass="preview sAa>hony But d higGval Rt. MAv styWhy He'd Nn staSv>
Escoffier On BBI-dKgzWJPOrSjax" value="0"/> 373%" value="notask"/> ity%2Fculinary-and-chef-forums/a>hony-but d hi-rvmselprevia-mnke-rquofood-tuli.login2ted>==E7lass="preview sity%2Fculinary-and-i="httrn -nten.mDnforum'"jfbc.btn bciv cn5nhLvd> ity%2Fculinary-and-chef-forums/a>hony-but d hi-rvmselprevia-mnke-rquofood-tuli.login2ted>==E7lass="preview s"Hyou,ts hisdessakthe lrth. ..." gn" name="option" value="com_acymailtrn -nten.mDnforuput type="hidden" name="hiddenlists" value="1"/>
Escoffier On DEGY2ycTXLRIHjjax" value="0"/> input typimg tforerversl="1rname=ut t3t tg"3D i25nput5t ty5, O>orerversl="1rnamscr9rosscss -sy"romame=ut5, BlogPn" ut5, O05;en-t_14479_S.Pellegrcho-v cha-C Qui n tforerversl="1rname=/mallies/s-pellegrcho tedngiredFi ==E7lass="preview stforerversl="1rname=i="httrn -nten.mDnforum'"jfbc.btn bciv cn5nhLvd> n tforerversl="1rname=/mallies/s-pellegrcho tedngiredFi ==E7lass="preview sS.Pellegrchoi uuse tck o'formAcd waiv men&rsnyesiparm('S.Pellegrchoiv chagC Quhe fo mn" nexcihave sl=b t hale)[0ast shgiving arsquo;tednght Quecomdiv er-ant gn" name="option" value="com_acymailtrn -nten.mDnforuput type="hidden" name="hiddenlists" value="1"/>
==E7lass="preview sBscrie d’Ore
Escoffier On CwpIcpG7cywZXljax" value="0"/> input typimg tforerversl="1rname=ut t3t tg"3D i25nput5t ty5, O>orerversl="1rnamscr9rosscss -sy"romame=ut5, BlogPn" ut5, O05;en-t_14628_Bscrie-e=" n tforerversl="1rname=/mallies/bscrie-d-e=" ==E7lass="preview stforerversl="1rname=i="httrn -nten.mDnforum'"jfbc.btn bciv cn5nhLvd> n tforerversl="1rname=/mallies/bscrie-d-e=" ==E7lass="preview sA lype= you d Bscrie d'Ore
==E7lass="preview sMsces t Mushroom Pairchas | Wio yEa>husi/>span12 author">
Escoffier On BaKJ5ijDq_YA4Njax" value="0"/> input typ n wio Escame=typ p-dal-e)[%yputload 01div> 1r> Mushroom_Paircha
n wio Escame=/ ==E7lass="preview swio Escame=i="httrn -nten.mDnforum'"jfbc.btn bciv cn5nhLvd> n wio Escame=/ ==E7lass="preview sMushroomont cse)[0Fcuqu yopportfielin&rseeo;pairchat ct hwine/gC Quontatisommonssameu up grel somus av stytfo chtenhavc n lh eontatil fiytfoy lype=ivit gn" name="option" value="com_acymailtrn -nten.mDnforuput type="hidden" name="hiddenlists" value="1"/>
==E7lass="preview sSALUTE TO THE DISHWASHERm>span12 author">
Escoffier On ChfVfO-br2AdJjjax" value="0"/> sO>Hmm. <"> _2179
harvlp" foicacuename=/ ==E7lass="preview sharvlp" foicacuename=i="httrn -nten.mDnforum'"jfbc.btn bciv cn5nhLvd> harvlp" foicacuename=/ ==E7lass="preview sTypes tlyhtencary-Listof-e) m--> Listfon_le)[dinabried, entsraredinappreciarm('(ry-il -har po-hadoesn’/divow up) –mdiv dishwss=brytf octu tlyh fo mn" nimport/a>e + 'iecomdiv kitt Qn/gCypesty th… gn" name="option" value="com_acymailtrn -nten.mDnforuput type="hidden" name="hiddenlists" value="1"/>
n instagramame=/bscriedor/ullass="preview shvd> n instagramame=/bscriedor/m>span12 au ==E7lass="preview sBscrie d'Ore(@bscriedor) • Instagram os="span12 author">
n tforerversl="1rname=/d"> >"> s/carpn-du-mondn-de-la-patiss" e" n tforerversl="1rname=/d"> >"> s/carpn-du-mondn-de-la-patiss" e" span12 au >"> s/carpn-du-mondn-de-la-patiss" e" ==E7lass="preview s16rownutifu oDess" ts . AndLiv P/>
Escoffier On BYk5SukxTWVh_Hjax" value="0"/> input typimg tforerversl="1rname=ut t3t tg"3D i25nput5t ty5, O>orerversl="1rnamscr9rosscss -sy"romame=ut5, BlogPn" ut5, O05;en-t_14571_p/> n O>orerversl="1rname=/d"> >"> s/carpn-du-mondn-de-la-patiss" e" ==E7lass="preview sO>orerversl="1rname=i="httrn -nten.mDnforum'"jfbc.btn bciv cn5nhLvd> n O>orerversl="1rname=/d"> >"> s/carpn-du-mondn-de-la-patiss" e" ==E7lass="preview sFints styociewoomdiv Carpn du Mondn dn la Pâtiss" ee
t Qus/us-linnc.btld-meruckin" ==E7lass="preview sUSA Wkns Gtld Meruc= yo
Escoffier On CcA5DiFDFCk8lLjax" value="0"/> input typcsc->Escoft ofalswine/divid"pan1mm, decoastm, O>Hmmm, forummm, rd_fwrd_d"> _main">Esco Macublic Mabscrie-dos-aw-wh-us-lfss="ig01in %3Fitok%3DNgtOVYKDue="http%3229%2F%2Fesc371ier.37div class="tiCZoJdIXoMZiyFDhttp://spoonuni="httrn -nten.m"> n O ofalswine/div>t Qus/us-linnc.btld-meruckin" ==E7lass="preview st ofalswine/divi="httrn -nten.mDnforum'"jfbc.btn bciv cn5nhLvd>mun n t ofalswine/div>t Qus/us-linnc.btld-meruckin" ==E7lass="preview sTeam USA innc btld meruc= yo
n O>orerversl="1rname=/d"> > > span12 au >
Escoffier On AQ69dO4GquDFb_jax" value="0"/> input typimg tforerversl="1rname=ut t3t tg"3D i25nput5t ty5, O>orerversl="1rnamscr9rosscss -sy"romame=ut5, BlogPn" ut5, O05;en-t_14368_uthi nam-veogi-te"bscrie-d-e=" n tforerversl="1rname=/d"> > n tforerversl="1rname=/d"> >
  • Escoffier On AnBqFap8xBUqbijax" value="0"/> Hmmm, Official State Dinners serving Big Macs?
  • 1r> 3064075ss="row-fluivirtu tmall">
  • n t
  • n t
  • ==E7lass="preview sWHY CHEFS CAN’T IGNORE POLITICS="span12 author">
    Escoffier On CVAMlGJ8ErA6Xhjax" value="0"/> sO>Hmm. 1r> redFs B harvlp" foicacuename=/ ==E7lass="preview sharvlp" foicacuename=i="httrn -nten.mDnforum'"jfbc.btn bciv cn5nhLvd> harvlp" foicacuename=/ ==E7lass="preview sIs ignllanc/=rnkedinbliss? x;">
    0> formAcy < g-recipe dcss uli.login2ted>==E7lass="preview sSorryurBraises—We'< g Nar="span12 author">
    Escoffier On B75AhDyaTZ3qAnjax" value="0"/> input typathval b2F2pvetroame= Mac n b2F2pvetroame=/mally/sl t-r />< g-recipe dcss uli.login2ted>==E7lass="preview sb2F2pvetroame=i="httrn -nten.mDnforum'"jfbc.btn bciv cn5nhLvd> n b2F2pvetroame=/mally/sl t-r />< g-recipe dcss uli.login2ted>==E7lass="preview sTe" ethil thlas sl thlas t r'ustways g arcs="raesc salmom, or meltkin"t rr-m sth short ribs, or insanedin-e)de c> datn. Here'lavow po sl thr /><. gn" name="option" value="com_acymailtrn -nten.mDnforuput type="hidden" name="hiddenlists" value="1"/>
    formAcy ==E7lass="preview sF AndS kn"po Fin: H thpo Uaceid"> Partsd waiv Fish="span12 author">
    Escoffier On AVvPPQTxUVzr-rjax" value="0"/> Hmmm, Oea Esco="hifenew gs-aquih the-tp://s
    n tood">==E7lass="preview stood"> n tood">==E7lass="preview sTypes tly,> youe ywiustsents styoy"rorood cavi/r, or maybe
    s">c>upcycled-shippcha/article_1a4a91f0-2f20-526b-8ac1-763e05bbddda.htmpuli.login2ted>==E7lass="preview sSbuce
    Escoffier On AOkeTh0kG4h59rjax" value="0"/> input typblox>Esco= chicago2.vip.town"> athval v3%" ediallial a%d"d4n" ac496c9b-2d35-5bc7-b473-b707c29e7459n" 5877ebcfd4611.>Escof %3Fcrope3D1677ut5,C943ut5,C0ut5,C145e=6resizee3D112dut5,C6ame=6orde %3Dcrope=5,Cresize mtp" ndar ame=/ll about/"buce- s">c>upcycled-shippcha/article_1a4a91f0-2f20-526b-8ac1-763e05bbddda.htmpuli.login2ted>==E7lass="preview smtp" ndar ame=i="httrn -nten.mDnforum'"jfbc.btn bciv cn5nhLvd> mtp" ndar ame=/ll about/"buce- s">c>upcycled-shippcha/article_1a4a91f0-2f20-526b-8ac1-763e05bbddda.htmpuli.login2ted>==E7lass="preview sJennif> Stackpole’sutndoor farm lype t'g94someip://e styng h="ci-fi h="c/dden" name="option" value="com_acymailing"/>
    formAcy cdia"3863356nuli.login2ted>==E7lass="preview s of tt
    formAcy uck the-upgrad g-tomall">
  • ==E7lass="preview sMainest of uck >all">
  • Escoffier On An_a6hD-TO4dBMjax" value="0"/> row-fluid">dn-data.s="hidden" name="ctutload 01div> 1r> n12">1-600x450s bango d hly"> uck the-upgrad g-tomall">
  • ==E7lass="preview sbango d hly"> bango d hly"> uck the-upgrad g-tomall">
  • ==E7lass="preview s“F of uck >
    n tiorerversl="1rname=/d"> >poi c of-lass/colo n tiorerversl="1rname=/d"> >poi c of-lass/colo formAcy >poi c of-lass/colo ==E7lass="preview s17 W"fs" >QuonGes B name Wquo;Agrm>span12 author">
    Escoffier On B_RWJn0IoaKh0Ljax" value="0"/> input typimg tforerversl="1rname=ut t3t tg"3D i25nput5t ty5, O>orerversl="1rnamscr9rosscss -sy"romame=ut5, BlogPn" ut5, O05;en-t_14429_redF %"6w%3D12den"6h%3D66en"6lu%3D1483356931e=6 <%3D
    n tiorerversl="1rname=/d"> >poi c of-lass/colo ==E7lass="preview stiorerversl="1rname=i="httrn -nten.mDnforum'"jfbc.btn bciv cn5nhLvd> n tiorerversl="1rname=/d"> >poi c of-lass/colo ==E7lass="preview sHere >obo h-urly exp" encrdht Qudden" name="option" value="com_acymailing"/>name="option" value="comion" value= value= value value ion" oonuni="httrnlt tyvalue oing"/>!-- main-dal-e)[ ents--e oing"/>!-- wr2pver ents--e oonunid=" widail oonunid=" il oonuni="httrrier1 tyvalue oonuni="httrrierss=decyma oonuni="httrrier3s=decyma oonunid="tgil oonuni="httrn12row-push({ Mondsr> iv 20t h-
    n webt + 'an1mboasdiv>uli.login2ted>==E>Joomla 3.3 T + 'an1mden" oecyma ovalue oecyma oonunforumrumis 'ay:faor;"ni="httrnav_up"nid="nav_up"tyvalue oing"/ oing"/>!--/.> -dal-aforrs--e oonunid="js="Lo;enModal"ni="httrsut ceci v c >bea g "> g n l abgbout tFut type=c" ve)italattrn -ntrn -n"jfbc. typmruvvie/java"jfbc.name" value="form(func.btn() {me" value="formAcvarden = docusly .cs="teElesly ('"jfbc.');den.typm = 'vvie/java"jfbc.';den.async = ue;me" value="formAcen. = 'Lvd> apif.google/div>js/plush. .js';me" value="formAcvards = docusly .ogiElesly sByTagN ('"jfbc.')[0]; s.parentNode.ins" tBsk th(po, s);me" value="form})();me" value="fofunc.btn plush. _s tlback(allpons") {me" value="formjs=".sociat.google/plush. (allpons");me" value="fo};me" value="fom> jfbc.-ntbodye oihtmp>