How do you respond to poor service, specifically in regards to restaurants/food service?

Most of the time I complain to management. I was a server once, I understand it's not always your fault, but being a former server, I also have a high standard. If you're on the phone instead of running my food, I'll let you know I'm not pleased. If you never bring a refill, I'll let you know I'm not pleased. If it's not dinner rush and it takes 5 minutes to greet me, I'll let you know I'm not pleased. I tip anywhere from 20-35% depending on service but if you are just lazy and I feel that it's the service that's lacking, I will drop down to 5% easily.

The worst is when servers think they are allowed to be lazy then cop an attitude when they don't get the tip they think they are entitled to. I gladly tip, but if you just suck at your job and then cop an attitude, I'll change out the card slip and leave you with $0.00.

 

I tip similarly to Borla for good service, roughly 20% to 30%. For outstanding service easily 50+%.

When the service is shit, the food is 15+ mins late and there's no sincere apology, my server ignores me when I signal him/her to come, or doesn't come by at least once every 10-15 mins to check whether we're good or want anything; I'm always more than happy to leave no tip. As I won't possibly waste my time to make them aware, they can be blissfully ignorant of the tip I would have given.

If the server cops an attitude of any form, I very quickly make it clear that I don't want to be served by him/her.
--- merged: Oct 20, 2011 6:56 PM ---

Completely agreed.

 

I've done the note thing before and then gone back a few weeks later and asked for the same server. Sometimes they have improved and other times they haven't. If they have improved I tip my usual, if they haven't then I ask for a new server. It's rare that I've walked out with out tipping, but it has happened and it's been completely justified.

 

I guess I'm a bit passive-aggressive. I tip the usual amount and never do business with them again.

 

I'm the same as Stan. I'll still tip, maybe only 10% instead of 15-20% but I likely won't go back.

 

I usually contact management when service pisses me off. I also try to find out who the owner or actual establishment manager is before I complain. I'm pretty understanding about things; I realize a server (or delivery person) doesn't have much control over what's going on in the kitchen and if I can tell their on their toes and a late meal really isn't their fault, I never lower my tip. I can usually tell when someone is genuine and trying to do a good job, and everyone makes mistakes. That said, I have no problems giving a crap tip or no tip at all when the service is genuinely lacking. It's a rare instance that I don't tip at all, but I've done it and don't regret it in the least. I've never worked as a waitress or delivery person, but I've done my fair share of customer service type jobs and while they aren't fun or glamorous like BG said...they're still a job and keeping customers happy keeps money rolling in and and keeps your job secure (as it can be).

 

Ditto what Stan does.

 

Okay people here are the rules. Follow them. Please.

If your food is taking a long time to get to you. Look around. If the place is busy. Shut up and wait. You're not the only people there. It's not your servers fault. It's not even the kitchens fault. It's your fault for expecting immediate service at a busy restaurant. Yes, we are trained to make thinks as fast as possible. But when your wife orders her steak well-done expect to go through half your bottle of wine before it shows up. Do not flag down another server or busboy to complain. They will ignore you. And most busboys don't speak English. Just wait.

If the place is slow and your food is taking forever it is very appropriate to ask your server about your food. They will know. If you ask several times expect to wait longer. DO NOT reduce the tip because your food is taking a long time. It's NOT your servers fault. It's the kitchen. Before you leave ask your server to speak with a manager and assure the server that it has nothing to do with them. Tell the manager about your dissatisfaction with the kitchen performance. This also goes with your not being happy with your food. DO NOT blame the server for bad food. They don't cook it. If they take care of the problem there is no need for you to reduce their tip.

The only reason you should reduce your servers tip is if they don't do something they are supposed to do. If they are rude. Never check back to see if you are okay. Normal server stuff.

 

Good god, I could write a book about this. My expectations are directly related to the type of restaurant. If I'm in a very nice place, my expectations are extremely high ( ie. $200-$300 for 2 ). Everything is scrutinized. If I can relax after drink and appetizer, remain that way for the rest of the meal...the waiter/tress will love the tip. At this level issues are simply handled, and there is usually a manager/owner walking around, scrutinizing each table, ensuring the guests are happy, not waiting for anything, and have everything they need to enjoy their meal. If it's not, fucking hell ensues. Waiter sucks, get a new waiter. Food sucks, get new food, etc. If the manager is somehow an idiot ( higher end, small chain bistros, etc.), write a letter or call corporate. I had over $1200 refunded to my dinner guests once because of a twilight zone experience @ Bistro AIX.

Upper Casual Dining. Expect issues, decide which ones you can live with. What amuses me, is what people expect for their money in casual restaurants. Some people instantly have this expectation like they're fucking Queen of England/ King George. You will have a moron serving you. You will not have the best chef/cook. When it's busy, quality will most likely be spotty. This usually applies to American chains, which includes pseudo-ethnic-Americanized as well.

Which is interesting...

*Stereotype alert*
Why does it seem most Latino / Asian restaurants have service down to a science? They understand turnover = $.

If service is crap, and I mean genuinely crap, the server will not be happy. I've been known to give a negative tip for wasting my time. These are extreme circumstances. When you sign your receipt, you are entering a contract to pay the amount. Once you provide a total and a signature, there isn't anything they can do. Which reminds me...always take a picture of your receipt with your camera phone (assuming you have one). This negates any sort of argument, tip-gouging, or otherwise dishonest idiot who thinks they deserve more. I once had a very new owner of a local place hire her cousin to make sushi. He had no idea. I didn't eat the roll. She refused to take it off. I paid. I then called my bank and disputed the charge. It was credited back to me. You always have an option and should never feel captive, or as if you have to put up with a restaurant's shit. They are not doing you a favor. They exist to make money by cooking for you, serving you, and making you happy. Someone mentioned Yelp, Urbanspoon, etc. These are powerful tools. If a place makes you happy, give a review. People read these a LOT, and use these sites as a decision tool. Many restaurants will monitor these. I once ( through crafty interwebz technique...um yeah) brought a restaurant's Urbanspoon rating down from 74%, to 47%. I got even, they lost money. I was once contacted by a chain's PR lady for a review on Urbanspoon. They wanted to comp a dinner w/drinks because of the experience. If you decide to review, be objective and fair.

Casual/Cheap casual dining. Dunno, just don't do it. Fuck Applebees, Olive Garden, Chili's, and the rest of their ilk. Fatty, buttery, over-sauced, cheap, fried, cheesy, greasy, garbage. NO offense if you like this, I won't judge you...not for me.

 

I'm glad I live in a country where tipping is optional and waiting staff are paid like humans instead of some other sub-human class.

My approach if I like a place is to tip (not necessarily generously in the US sense) and to tell everyone who I know (and some I don't) to go there/try it.
My approach if I don't like it is pretty much the exact opposite - little or no tip and to tell everyone to avoid.

As uncharted said, I think the expectation is completely different when going to a cheap noodle bar versus fine dining.

I once went to a popular but out of the way pancake place in Tasmania - the staff and owner decided that if he'd foot the bill for a good end of season party, they'd donate all the tips to charity - remember I'm from a country where waiting staff get paid a proper wage - they found the tips they got were larger as people knew it was going to charity.

 

There was a big long thread about this on the old TFP. Tipping "big" depends on where you are. Up here in Canada 15% is absolutely an appropriate tip because minimum wage for servers is much much higher than in the US so regardless of service they are taking home a much higher amount.

I'll gladly tip well if the service deserves it, and I understand the level of service will vary depending on time of day/day of the week. If the restaurant is dead my expectation is much higher than it is with a packed house.

If my service sucks I'm more than happy to leave little to no tip.
Lets say my bill comes to $100 because it's easy. Good service and I'll probably leave $120 (an extra $5-10 for excellent service). Average service nets an average tip, $15. Below average and I knock off $5-$15 for the tip depending on just how bad.

I have left a 1 cent tip once because the service was the single worst experience at a restaurant I've ever had. Why 1 cent? Because it was breakfast and it came to $5.99. It was faster to just leave the $6 and get the hell out.
--- merged: Oct 21, 2011 8:20 PM ---

I've known a more than enough people who have worked in the service industry that yeah this is absolutely true and unfortunately not enough people follow this guideline. There is absolutely nothing wrong with asking your server to check on your food if it is taking a long time. Hell that's part of their job IMO.
Friendly service and crap food? Not the servers fault at all.

 

m0rpheus I'm glad you understand. Most people don't get the difference. They assume their server is there to take their order, make their drinks, cook their food, and clean their mess like a personal assistant.

 

hmm I think it's pretty apparent in the responses that people here don't assume any such thing.

But yeah, when I was a server, I saw people like that, but whatev.. not like it changed my work habits. I did a good job and didn't let idiots affect me.