Tonight I received Write Up #4. Written Documentation of an Incident. Luckily, "written documentation" at my restaurant has become somewhat of a joke.
WRITE UP #1: I overslept for a shift. I called the minute I woke up and vehemently apologized. I was told that they weren't that busy and would be fine without me. Don't worry about it. The next day I received a write up because it was "so busy." I was informed later that it was "so busy" that all the servers were put to work filling out sign-ups for our company e-mail newsletter.
WRITE UP #2: I received a negative score for an online survey. Apparently, a table complained that my service was slow even though we weren't busy. There weren't any details given to me about this table and I have no idea of the circumstances surrounding this table. Curiously, there were a lot of problems with the computers crashing/acting funny at this time...no idea if that was the case on this day. I didn't even know how to defend myself.
WRITE UP #3: This one was completely ridiculous. They did a write up for almost EVERY SINGLE SERVER because we had all stopped filling out the tip out report sheet. Why? It had long ago been moved from the area where we dropped our check out/money for the house to a random location where we always forgot. The management hadn't been bringing up that this was important or warned that write ups would follow. It came out of nowhere. I began to realize that write ups didn't have much significance.
WRITE UP #4: TONIGHT.
I was a closer. When I already had a party of 11 and a party of 8 and two other tables...we just got sat with two more tables and I was told that a specific table had requested me. I went over, did my thing...people got wine and drinks...got their salads/soup out quickly, cleared it, entrees went down perfectly. They commented specifically that everything was perfect (which NEVER happens for them!). I had my manager run out some A1 sauce/dressing for them. Everything still seemed great. They got another bottle of wine (for which I even got a decanter the first time) and round 2 drinks. Somewhere after this, I guess they lacked some water at some point and one of the guys decided to get a drink for himself at the bar. Later on he got another drink for himself while I was standing there AT THE TABLE. I assumed he had a reason for doing this. Like...he's an alcoholic (drink 4 btw). Boxed up food, brought them their free pastas (it's a special/promotion thing), cleared the table.... Check had been dropped earlier.
Now keep in mind that all this time I've got 5 bajillion other things to do and am freaking busy as hell. But I think they're cool. They joke around. They're having a great time. Swell!
Turns out the guy who is a regular and requested me complained to the manager that I provided them with THE WORST SERVICE EVER. Because they ran out of water and his buddy had to get his third and fourth drink from the bar. I couldn't believe this. Everything had seemed fine. I thought he must have been joking. I checked the money they left. Twenty bucks on $239.00 and he told the host stand specifically that his "tip reflected the service."
I was so completely aghast that I said, fine, I'm saying something since a few of them were still hanging out in the bar:
ME: I'm sorry folks. I heard that you were unhappy with my service tonight. I apologize.
NICE LADY: Oh, no! Everything was GREAT! It's just that we stepped away from the table and someone cleared away our wine and we still had two full glasses left.
ME: I heard about that. I'm sorry. Sal got you some more wine, right? He took care of you?
NICE LADY: He did. Thank you. Yes, everything else was great.
ASSHOLE: Actually, no. You know, we never had enough water. We were thirsty. And "Brian" had to get his own drinks from the bar.
ME: Yes, I'm sorry about that. I understand. I was very busy, end of the evening and all, and I tried to bring water as often as a I could. I'm sorry that it wasn't up to par...but I was very busy and did the best that I could. I understand that you said that your "tip reflected the service?"
ME: Okay. great. Once again, sorry about that. Have a great night. See you soon!
Apparently, he made a "Wow, that was awkward" face after I walked away.
And my manager witnessed all of this.
And that's why I got a write up. Because you NEVER confront a guest.
I hope now that he'll NEVER request me again. I remember that guy. He didn't tip well even when the service was "great." Even the hostess told my manager that this guy is a regular weirdo and douchebag. Oh, well. All I can hope is that this doesn't come back around to bite me.
So much for Write Up #4.