Can’t Table That Discussion

(I’m a waitress at a family restaurant. In this instance, I’m waiting on a couple whose food is taking a bit longer than expected — pushing 30 minutes when our normal turn-around is 10. Despite apologizing for the delay and asking how I can help, they’re looking more and more frustrated. The food finally comes out, and it isn’t up to the standards that I like when I serve my food, but the customers are hungry, so I risk it. I take it out to them, and they’re not pleased with the quality of one of the side dishes. I go to get a new one, and the kitchen is in the process of making a new batch. I already know this table is sick of waiting, and they would probably be upset when I tell them they need to wait even longer. I go to give my manager a head’s up. This particular manager is not the best with customer interaction despite being a great team member.)

Me: “Hey, table 16 had been waiting for their food for about half an hour, and when I finally took it out there, they weren’t pleased with the mashed potatoes. I went to get a new order from the kitchen, but they’re making a fresh batch. It’s going to take another 5 minutes. They were already upset with the original delay, I can’t go back out there and tell them they have to wait more. Will you please go talk to them?”

Manager: “If they haven’t complained yet, I’m not going to go talk to them.”

(I headed back out to the table and relayed the delay, visibly cringing and apologizing for the delay; lo and behold, they wanted to talk to a manager. I couldn’t help but smirk as I popped my head back in and told her that Table 16 requested to talk to her.)