WaitStaff News and Bovine Scatology....

By Gary Stern

A waitress from a Connecticut eatery recently wrote a "My Turn" column in Newsweek about the abusive treatment she received from customers. "Eating in a restaurant is an opportunity to take your frustrations out on a waiter," she wrote. She said that male diners harassed her and most patrons showed her as much respect as passersby do winos.

Outspoken dining guide publisher Tim Zagat contends respect must begin with the waiters. "Our society from every standpoint does not take waiters seriously," he says. "As a result, they are treated abruptly." Communication between managers and staff must improve, according to Leo Meier, a Dallas-based restaurant consultant. "It takes constant communication," he says. Frequent meetings, timely training and eliciting staff feedback can all lead to improved service.

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. "If I'm making a mistake, let me know," she says, "but don't talk down to me." 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. "When waiters are treated with respect and caring, it's good for everyone's business," Penn says. 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.

Susie Southgate-Fox, vice president of human resources at Lettuce Entertain You Enterprises, says managers need to "learn to see things from the waiter's perspective." Their managers spend two weeks working as waiters during their 12-week training. Restaurant management must lead the way by providing staff with basic health benefits and decent wages. In the food-retail field, Starbucks Coffee provides medical benefits to part-time employees (the majority of its staff). The program has reduced turnover significantly and raised productivity. K.C. Castro, a waitress at Shula's Steak House in Miami Lakes, Fla., for 14 years, feels respected at her job. She occasionally encounters patrons who can be loud and obnoxious, but she doesn't take their treatment personally. She focuses on providing timely service and making sure that guests leave satisfied with their dining experience. She says she earns a good living at Shula's and she is covered by a health plan and profit sharing. The Waiters Association, founded earlier this year by Vivienne Wildes and Gerard Foley, is a Washington, D.C.-based group that promotes networking among waiters, managers and restaurateurs. "We're presently offering a short-term medical policy with rates based on age, number of dependents and zip code," explains Foley. The association would like to eventually offer a long-term medical policy.

A Waitstaff Bill of Rights

* Waiters will be properly trained.

* Waiters deserve to be supported by management when they are right.

* A waiter will never be humiliated in front of customers.

* Waiters will have their duties and responsibilities, and their company's rules and regulations, explained to them.

* Waiters will be trained to handle all guests, particularly difficult ones.

* Waiters will be instructed on all products and services in the restaurant.

* When something goes wrong, management will never assign blame before knowing the facts.

* Waiters will treat customers the way they would want to be treated.

* Chefs and cooks will treat waiters with courtesy.

* Waiters will be respected as human beings at all times, even under pressure.