Do I ask too much?
I talk a lot about being unhappy with service at restaurants I go to. I always seem to strike out at Busboys and Poets. 
I thought I would post a little bit about what I expect. There are 2 versions. The minimum expectation, because I have learned that good service around the DC metro area is not common. Also, the true expectation- what I think every good service person should strive for.
** To be fair to Busboys and Poets- a manager has reached out and offered to chat about how to make my experiences there better. That is a great thing.
I spent more than 15 years in the restaurant/hospitality industry. Based on that, here is the minimum I expect when I dine out.
1. Acknowledge me promptly – within a minute. You don’t have to take my order. Just let me know you see me and tell me when you can help me.
2. Pay attention when I order. – Get it right!
3. Check in on us regularly. Every 5-10 minutes max. Keep drinks full. Just look at the table and take action.
4. Bring us the check promptly and return to collect payment promptly. When people are done eating they are often ready to go.
If you can do these things, I would say that is pretty darn good service.
To make it stellar or excellent expand on the above.
1. Acknowledge me promptly – within a minute. Be sure someone gets us water or try to get a drink order if possible.
2. Pay attention when I order. – Repeat the order back and let me know you have it right.
3. Check in on us regularly. Every 5 max. Keep drinks full. Checking in does not always mean interrupting dinner, just be present in case a table needs you. Don’t hang out and talk to other servers and forget us. We can see you!
4. Bring us the check promptly and return to collect payment promptly.
5. If we are regular guests- remember us. People love to hear their name. We love to know you as well. It makes customers feel they have a connection or a “hook-up” if they know their servers or bartenders.
I really don’t think I am too picky. This is the service I would like to see everywhere. If I want to get my ass kissed, I can pay for that at a higher priced restaurant like The Inn at Little Washington. <— They know how ot do it right!
Tags: Busboys & Poets
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November 18, 2009 at 1:41 pm
I’m not so keen on being attended to every 5 min but having ample water is always good. some places (busboys) dont offer you water at all! when food is salty, thats not good. also I always worry if the person does not write the order down. that usually backfires.
November 18, 2009 at 7:40 pm
I’m assuming you mean walk by every 5 mins and stealthly check if the drinks need refreshing. Otherwise I have to agree with Si that I don’t want the waitstaff attempting to attend to me every 5 mins. I would feel like I’m constantly being interrupted.
I once told a waiter at Michael Jordan’s steakhouse in NYC to leave us alone until we’re clearly done because he was dropping in every 3-5 minutes. I was annoyed to the point I would have been willing leave him zero tip if not for my friends feeling that was too harsh…
November 19, 2009 at 9:31 am
Add to the list – make sure there is enough silverware for all members of the party. It’s obnoxious when served food is getting cold and we can’t locate any utensils or a waiter.
November 19, 2009 at 4:54 pm
I agree about the 5 minutes. I do not mean they need to actually stop by. However, I should see them walk by in case I need something.
November 20, 2009 at 1:34 pm
I actually applaud you for being honest in your appraisal. I think the list is very fair and totally reasonable.
November 20, 2009 at 1:35 pm
Orders are key- especially as someone who is actually lactose intolerant and will ask “please, no cheese” and then be very put out when I get cheese.
Also, a friendly attitude in general. I have had servers treat me like crap but still be prompt and “Attentive”.
Finally, don’t assume because of my age that I’m there just to get tanked/don’t want to eat the nicer things/won’t tip. Despite my youthful looks, I am sometimes not into the first thing, will always go for the best dishes, and pride myself on being a fair tipper.
November 24, 2009 at 6:03 pm
But why keep going back to an establishment that is known not to provide you with your minumum service requirements and continues to not do so? What is the big draw about “Busboys”? It’s not the only restaurant within walking distance – we have many other dining opportunities – why keep going back when you know how you are going to be treated by the staff? (And according to online reviews of the other Busboys, it’s not just an issue for the CityVista location) Management has been informed of the issues before – nothing ever came of those discussions.
December 1, 2009 at 12:43 pm
@ RobA Why do you think they don’t care?
December 1, 2009 at 1:45 pm
No changes have ever been made at their establishment to address the issues that have been brought to their attention – and their other restaurants tend to have the same issues (in reading the online reviews of the places). Evidently they seem to be happy with the product/service that they provide and they apparently have patrons who don’t care about the service or food offered. Those of us who don’t feel the need to be at the “trendy” place to be and be seen in the neighborhood will put their dollars to use at other neighborhood establishements that do actually provide customer service to their patrons.
The straw for this camel’s back was when the MVSNA had reserved an area at Busboys for one of our monthly meeting. We show up and they had no record of a confirmed group reservation and had to find several tables to throw together for us to use for the meeting and then had the balls to charge us the $50 reservation fee for the non-existent reservation. They screwed up, put us in a corner and then still charged us? Great customer service I’d say – especially when manager required us to still pay the $50 charge. Haven’t been back since.
December 1, 2009 at 1:53 pm
WOW! I had not heard this story. Thanks for sharing!! I really do need more restaurants closer to us though! I am looking forward to more business in the hood.
December 2, 2009 at 12:52 pm
I’m looking forward to Mandalay coming into the [near] area .. I loved going there when it was in College Park but haven’t ventured there since they moved to Silver Spring … and I still miss the old China Inn …. but it does look like we will soon have an even better selection of good restaurants to spend our money.