I’m a social creature. So what did we do on Friday night? Something social.
A group of us congregated at Section 3 in Vancouver’s Yaletown and I have to admit, the vibe was good. It had been a few years since I’d been to Section 3 - not as many as Robert DeNiro, mind you, but that’s another story. If you want the full details, check out Section 3’s web site and look for the phrase “All about the love and raging bullshit”…then you’re close.
As you well aware, timinganddelivery.com targets service; where you should go to get it, and where you shouldn’t go expecting it. Section 3 fell into the latter category on this particular night. Unfortunately for our server, who we’ll call Tara, I wasn’t the only one out of our group that thought this. Before I get into a little ‘he said, she said’, let me put it to you straight: people were being charged for things they didn’t order and getting stressed out from a server who didn’t ‘adjust’ very well to a large group who, in her words, ‘keep moving around’. Confused? Here we go:
[cut to a busy scene inside Section 3 with Tara trying to take orders/get drinks to people - here’s where the train left the station…]
Tara: [to me] “You’re going to have to pay for two Bombay tonics.”
Me: “I only had one, though.”
Tara: “Yeah, OK…but, I have two on the bill.”
Me: [blank]
Jessica: [friend] “Tara, if he only had one Bombay tonic, he’s only going to pay for one.”
Tara: [confidently] “No, there was two.”
Jessica: “But Tara, did you serve him two or one?”
Tara: “People keep moving around, though.”
Me: [blank…formulating a ‘it’s not our problem’ type of response]
Jessica: [my favourite part of the conversation] “Maybe someone else on the bill had a Bombay tonic, and to be honest with you Tara, when we walked in and ordered our first drink with you, we asked if it would be easier to separate the bill, and you said, that it was easier not to. I understand that there are a lot of people moving around but that is because we are a large group…and that’s what they do. These three tables [hand gestures to our tables] all belong to the same group. I understand that you are frustrated, and I have been a server before and I know how hard it can be, but Tara, you should have split the bill.”
Tara: [looks sad, like she’s ready to walk out the door]
Me: “Here, Tara, take the money for both drinks and please stop bothering us about this.”
Tara: [surprised] “Thanks! Do you want me to bring you…”
Me: “No, thanks. We’re done”
…we leave shortly after….
So, what I on about here? Servers, like us, are human, that much is true, and we all can make mistakes/get a little frustrated when things get tough. However, my point is that regardless of how hard of a night/day/week/month/life you’re having, NEVER take it out on your customers/staff/team/whatever. The key to success in a busy service environment like Section 3, or [insert whatever you want here], is remaining calm and not letting things you can’t control overwhelm you and sacrifice the rest of your work.
Tara in no way, shape or form could have controlled the fact that the group ‘moved around a lot’. Nor could she influence the fact that drinks probably got lost in the shuffle. What she could have done though, is not involve a small group of us (about four) with her troubles and ‘almost’ look to us to sort it out. I say ‘almost’ because she never asked us for help, but by sitting down with us and spending about 10 or so minutes complaining about the situation probably didn’t help things much.
We didn’t see the end of the night but for Section 3’s sake, I hope things worked out and not too many people moved around after we walked out.
darren
I was in this group also and especially enjoyed the part where I had to pay $30 for drinks I hadn’t consumed. Putting up with complaints from ‘Tara’ such as “you guys keep moving” or “why can’t you stay at the table you originally sat down at” has pretty much solidified the fact that I won’t be returning.
Oh poor Tara, yes serving is not easy. Only people who have never served would say it is. Serving those who are “drinking” raises the stress level even more. Let talk about why oh why Section 3, a busy Yaletown social house, would let their greenest server take care of their biggest group in the busiest section. Manager musta been on a smoke break when the hostess set the sections for the evening. You are right though, Tara’s worst mistake was sitting down with us for 10 minutes making the same complaints on repeat until she felt she had vented enough. “I’m so confused, people keep moving around, I just don’t know what to do.” Maybe she should go back to week day lunches til she gets the hang of it.
Hi Darren,
Long time since I visited your site (ooops). I’ve got a couple new restaurant reviews (Tequila Kitchen is the most recent one) that you might want to check out. I’ll have to link to you sometime this week, as your blog is one of the very few (if not the only one) who focuses on quality of service in Vancouver in several areas, not only restaurants!