Customer service in the restaurant industry comes with a mix of challenges and delightful surprises. From picky eaters to generous tippers, local waitstaff share their candid views on the aspects that grind their gears.

Picky eaters
Jamie Penrith, 25, worked at popular restaurants in Kloof Street, Cape Town. She says one of the things that she doesn’t like is when people ask for so many substitutions that it becomes a different meal.

“Unless it’s a really basic, easy one because of your [dietary] requirements, obviously,” says Jamie, who adds that if you make so many edits that’s a different dish;, “… it’s just inconsiderate towards the kitchen and all the prep that they do.”

Bad tippers
“When customers request for me to help them, I give good service and then they don’t even tip 5%. I know tipping is not a must, but it’s upsetting for any waiter,” says Rudy Reyneke, 35, who has worked as a bartender, waiter and manager in a few establishments in Cape Town.

Jamie adds that it’s annoying when customers are picky, make you work extra hard to serve them and then the tip is awful. “Think about the amount of extra work you made me do, which I went over and above for,” she says.

Nathan Quickfall, 40, has worked in restaurants in the Northern Suburbs of Cape Town for many years and adds: “The worst is when they tell you your service was excellent and then give you 5%.”

Whistling across the restaurant
Kerri Kruger, now 32, worked at a pub in Pretoria between the ages of 19 and -21 as a bartender, waitress and manager, and she got really annoyed at customers who tried to get her attention like
this.

“Every single service employee will tell you,” says Kerri. “You have a nametag, introduce yourself at the table and greet the customers, and they still feel like they need to whistle at you from across the restaurant. Sticking your hand up and waving to get your attention is fine, but the whistling thing and snapping their fingers used to grind me.”

Walkouts
Nathan says he hates people who dine and dash: “I’m not sure if everyone realises it, but it’s the waiter who must foot that bill. The restaurant doesn’t cover it.”

Drunk customers who won’t pay
“When people get drunk and suddenly have a problem paying their bill. I once had a table argue for an hour about how much their bill was and who needed to pay more and it got pretty heated. “That’s not fun to deal with,” says Rudy.

People who look down on them
“A lot of folks kind of look down on waiters. It’s considered a menial job,” says Nathan, who also points out that waiters don’t get benefits like pensions and medical aid.

When people don’t listen
“It’s rude to ignore me while I’m talking. It’s going to take two minutes of your time [to listen to me] and then you’ll know the specials. Please don’t ignore me,” says Jamie.

Customers who don’t know what they want
“I’m guilty of doing it too, but when people say they’re ready to order and you stand there for another five minutes while they look at the menu again,” says Jamie. “The last thing you have time for is to just stand there and stare at somebody else staring at the menu.”