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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

To wonder why restaurants get their staff to ask how your meal is

53 replies

laptopdancer · 28/02/2013 19:41

When they don't appear to prepare them for any response other than "fine thanks"?
I was at a pub restaurant tonight and the girl who served us asked, whist scooting past, "are your meals ok?". I had a query and had to call her back as she was literally across the room before she had finished the sentence.
She had no idea what to say to me and was even a little defensive.

Why do places do this when they arent prepared for people to answer that the meal isn't great?

OP posts:

threepiecesuite · 28/02/2013 19:45

Pet hate of mine this, and it only seems to happen in mediocre pub restaurant chains.
I've noticed in Brewers Fayre places (classy, me) that they remove the pot of cutlery as they ask. Is this a managerial thing so it's been proven that they asked, or are they short of them?

IneedAgoldenNickname · 28/02/2013 19:46

Maybe it's so they know they've asked at that table three ?

Original poster

laptopdancer · 28/02/2013 19:46

I must watch and see if they do that.

OP posts:

GrendelsMum · 28/02/2013 19:48

DH and I went to a rather fancy restaurant once where the chef came round to ask what we thought of the new dish on the menu, which I'd ordered.

I stupidly assumed that someone asking for feedback wanted constructive criticism, rather than unstinting praise...

thenightsky · 28/02/2013 19:48

Arf at Brewers Fayre staff removing the cutlery as they ask if your food is ok. Perhaps they are afraid a fight may ensue and they are just removing dangerous weapons from the reach of the clients

winemakesmeclever · 28/02/2013 19:51

Removing the cutlery is done so that all the other staff know that you have been asked if everything is ok.
It saves every single member of the wating team coming up to you to ask if everything is ok. I was once asked 3 times in five minutes.
I started to get a bit paranoid

Bearandcub · 28/02/2013 19:52

I always thought that this was to do with refund policy: they ask to give you the opportunity to say you don't like the meal.

iklboo · 28/02/2013 19:52

And why do they always seem to ask just as you have taken a huge mouthful or swally sip of your drink?

boxoftricks · 28/02/2013 19:52

Staff should not be asking "is everything ok with your food?" I don't want 'ok' food served in my pub. I want great food. They SHOULD be asking "how is everything with your food?" Or "how's your steak" open questions.

We do check-backs because this is an opportunity for you to voice a problem if there is one early on in the meal, and gives us a chance to correct it. Eg, steak not cooked enough, or you need another portion of chips etc etc.

If it comes to the end of the meal, and there was a problem, you're going to feel like you've had a shit time, leave and never come back. Whereas if my team have been able to sort it, something can be done and you leave happy and COME BACK.

it's a basic service cycle. And a very important part of it.

secretofcrickleyhall · 28/02/2013 19:54

Bear is right, it is to do with refund policy. They do always get me when I've a mouthful though!

Annunziata · 28/02/2013 19:54

It's important to ask customers if they have enjoyed their meal, how can we fix a problem if we don't know it's there? Otherwise you just won't come back.

I do think some places don't train their staff though; like you say, they are only looking for 'fine'.

Original poster

laptopdancer · 28/02/2013 19:54

I dont think I have ever has a problem resolved after these check backs. They usually look blankly at me.

OP posts:

threepiecesuite · 28/02/2013 19:54

DP and I always smirk at each other as they do it. We're very childish. And don't gey me started on their no-quibble policy. They need to know their place...as a mediocre pub restaurant chain.

LessMissAbs · 28/02/2013 19:56

It must be regional; it happens at every restaurant around here, even the top end ones. I recently had a lovely meal which was interuppted 5 times by the question. I find it really annoying; they interrupt you when you are in the middle of converstion with your dinner companions and its hard not to be irritated. If there is something wrong with my meal, I will call one of them over. I don't need to be prompted to provide the restaurant with constant reassurance!

boxoftricks being constantly interrupted during a meal by a restaurant which lacks confidence in its product is far more likely to make me not return than a simple issue of a steak being under or overdone.

boxoftricks · 28/02/2013 20:00

If the staff are well trained, then you should only get asked once. There should be no constant interruption, and it does bug me when places do this. There should be a system in place so staff know when the check back has been done. Whether that's removing a cutlery pot in a chain pub, or marking it on their ticket, or on the till.
I have a system in my pub, people don't get constantly interupted, and the only very rare complaint I get is from when a check back HASN'T been done by a newish staff member, or we have suddenly become manically swamped and someone has forgotten.
I don't lack confidence in my product, but I do like to know that customers are enjoying their food.

MajaBiene · 28/02/2013 20:00

I had to say "no actually, it's not..." recently to a pub waitress and you're right - she just looked shocked/blank at me! She disappeared off, reappeared to ask if I wanted to send the food back (no actually I don't, as I have 2 small kids here who have just waited 45 minutes for their shit food and are starving!) and when I asked if the warm and wilted salad (that we didn't order) had been sat under heat lamps for ages she said "well yes but we are very busy" After much fuss we got a refund on the meals though.

GregBishopsBottomBitch · 28/02/2013 20:01

The Pizza Slut i go too, the staff are really nice, if they ask, they say "How things Ladies" that i dont mind, and if you ask for something they are quick to get it.

Original poster

laptopdancer · 28/02/2013 20:07

boxoftricks I suppose it is more the way staff respond to the answer/query rather than being asked which is the issue. We have been going to dinner at this place every thursday night for over a year and will not go again after tonight.
Time for somewhere new.

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LessMissAbs · 28/02/2013 20:11

It was so bad boxoftricks that I doubt I'll go back. The food was great, but half the reason I go out for a meal is to enjoy conversation with my dinner companions, and being constantly interrupted while I'm in the middle of speaking, is really damned annoying!

I don't think its ever happened to me less than 3 times, in different restaurants recently. Perhaps I have a look about me that makes me seem as if I'll complain a lot (I don't)!

As I say, if I do have a problem with my food, I'll call someone over and tell them specifically what it is. I won't sit there like a dummy!

hugoagogo · 28/02/2013 20:11

I hate this, you are just tucking in and chatting and they come up "are you enjoying your food?".

I just nod and smile, but it really gets on my wick.

Original poster

laptopdancer · 28/02/2013 20:13

I reckon if you did a poll, most customers would say they hate it.

OP posts:

Plumandpears · 28/02/2013 20:13

In my opinion all service in the UK is poor. They needs to learn from those lovely Americans!

Annunziata · 28/02/2013 20:17

I train my staff to do it when they're taking away plates- does that still annoy?

Fillyjonk75 · 28/02/2013 20:17

I say, "I don't know yet, ask me again when I've had chance to try it" if they ask too soon, in arse-covering fashion.

Original poster

laptopdancer · 28/02/2013 20:18

How to you train them to respond to when a meal isnt so good annunziata ?

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