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@henryfan, seriously? Everyone feels they have the right to get so judge-y about this column. Hannah is the only one I see here openly discussing her strengths/weaknesses at work, cut her a break. Or maybe consider yourself lucky you're not her boss, whatever lets you sleep at night. Enough with all the hater comments! Let the young lady write.

i just went to casellula this weekend and i think L was my waitress. but regardless, you guys were awesome and i looooved my grilled cheese. it was a perfect saturday date night :) thanks!

Jeeze dude lighten up. A reason is not the same thing as an excuse. I don't think you have enough info to play the dick boss card yet. But if you fired me I'd be happy to go.

Sometimes stuff just gets messed up. Especially during a rush on what used to be a slow night. Everyone's off their game at that point. It's so much easier to just be busy the whole night. But to ramp up and down is hard and it seemed Hannah did her due diligence first. And it's not like she was talking to friends she was busy doing another aspect of her job.

I notice how the boss didn't even get off the bar stool to do anything. I know it's good to be the king. But I would think he wouldn't be sipping a glass of wine if his restaurant was going down in flames. It seems more like an overreaction to one needy customer.

Raise your hand if you've ever waited tables! It's not the easiest job in the world. However, I love people and was always the first to admit that I wasn't the fastest or best server in my years in that profession but I was good with people and could smooth things over very well when things went wrong (either through something I screwed up or the kitchen)...please don't judge anyone who does this for a living.

Wow, @henryfan. I second joeqboo's comment: If you fired me, I'd be glad to go, too. Not only is it hard to never slip up, never miss things while waitressing (and in any job), but it sounds like this customer was a jerk. He was clearly looking to cause trouble.

She should not be sipping on a glass of wine at the bar in plain view while dressed as a waitress (I'm assuming she was?) Its bad image for what ever institution and I doubt that a customer would stand up and ask for service IF the standing service was up to par. We owners of businesses simply see things from a different perspective; I'm offering that as an comment no need to throw me under the bus. Having said that I love this website and I find it very informative to read, so much so that I feel to comment to make things more livelier!

I gathered my paperwork paraphernalia—a calculator, my credit card receipts, a glass of wine—and sat at the end of the bar (if the space is crowded with customers, we can find anther place, but it’s easier for me to think while comfortable).

@joeqboo I think it is you who may have misread. It's not a big deal. Hanna seems to be a talented writer and while I may fire her at one of my restaurants I would certainly give her a chance in my media division.

@henryfan, sure, comment away but is there really any need to be so harsh.

And like anyone really cares that she was having a glass of wine - everyone likes to have a drink after work, why should she be any different.

When our early out server's shift is over they can sit at the bar and have a drink. Why should we have to change our clothes just because we worked that night. I have just as much right to sit at our bar as anyone else, and if we are patronizing the place we work that is a good sign! Hannah some people just want some attention, or are trying to get a free meal out of your restaurant...it happens!

they don't wear uniforms at cassellula...

klg, I was just about to type almost the same thing. I've waited tables as well, and everyplace I've worked has always required us to change out of the uniform to sit at the bar for a drink. Otherwise it's just confusing for the customer. Hopefully lesson learned for all involved.

bonehead.

I have to start by saying HenryFan is the man. The bottom line is that as a diner of the restraunt, the person should never be served soup witout a spoon, salad without a fork, and their water should certainly never be left empty. there are several types of waiters and waitresses. Those who make sure you have everything and do not wait for you to ask, then there are the ones who most likely do not have a real job because they are disorganized and cannot multi task. I hate having to sit and stare at my food because I have no untensils, the bottom line is that is is unacceptable. What would you guys think if you checked into a hotel room, hopped in the shower only to find there are only hand towels in the bathroom? Instead of writing articles on how you fucked up work, try to put in more of an effort and think, If I were the diner, what would I want? Always be looking around at customers faces to see if they need something. Be proactive, not reactive. I think hannah is banging her boss and that is why she is upset she got yelled at, she forgot he was the boss.

@radiatedchimp: but if you have been working one minute, are seen going in and out of back of house, and/or are sitting with a calculator and receipts, it is clear that you are an employee, uniform or not, and appear to a customer-in-need to be working and available. That's the point...the restaurant clearly does not believe that a uniform is necessary for the customer to recognize an employee....

@henryfan, you sound like a great manager. Just the type of person to pick out someone's faults, and not give any real feedback as to how to be better.

My husband and I went out years ago to a restaurant that was open overnight. As it was, they were very busy. We were not in a hurry, but you wouldn't know it from the way the 'manager' there was yelling at the _one_ waitress on duty.

She was in the weeds, badly, but did he help? Heck no, just kept up a conversation with a buddy of his saying loudly how worthless the waitress was, and making sure his friend had a hot cup of coffee.

We didn't need much attention from the waitress, as we were patient, given the way things were plying up on the poor girl.

I think our bill was maybe $17, but my husband gave her a $20 tip. He made sure to announce LOUDLY that it was NOT to be shared with her jerk manager.

She was grateful, and other people told her she was doing a great job, since she was doing it by herself.

The bill we paid at the register, and the manager meekly asking, 'Was there anything else we can do for you today?'.

Both of us told him that he could get off his ass and help with the tables, and keep his smartass comments about his workers off the floor.

Just speaking as a sometimes confused and easily intimidated customer, I would like the restaurant policy to be that any service person in the front of the house be on duty for service. I would hate to have to consider if/when it would be polite to interrupt a server who was doing paperwork when I needed something. I would much rather just assume that if he or she was in the dining area, he or she was serving or available to serve.

It seems that since doing paperwork is part of your job, you should have a place to do it that doesn't leave you giving customers the impression that you are ignoring them when actually you are concentrating on an important part of your work. It seems that this would be your employer's responsibility. Perhaps he is unaware that there are customers like me who just would rather have all servers in the dining area be focusing on service rather than on necessary paperwork.

I know you say that you disappear into a fog when you do your paperwork--but shouldn't you try NOT to disappear into that fog when you are still on the job, when you are supposed to be helping the other waitress? I know people are different, but I just wouldn't let myself go in the fog when a co-worker is running around....especially if he/she is working the floor alone. Maybe you should be drinking a cup of coffee, not wine. I'm sorry, I love your column and your writing but what you did was totally unprofessional. (Frankly, I think your boss drinking with his friend while business is going on was ALSO unprofessional). You have customers/guests in the house. When the room is empty--after business hours--do your paperwork and drink a glass of wine. I was a waiter for years so I have a tiny bit of room to talk. I once worked at a restaurant/bar where the manager allowed staff who were off the clock to drink at the bar. I NEVER did that. I just couldn't enjoy myself seeing my co-workers busy, running around. Again, I know everyone is different....

@TheBlaney
On the other hand, this is an Add a comment: section, not an Add a comment only if you make nicey nice: section.
The girl blogged about how she didn't do her job properly, but somehow it wasn't her fault. She can rationalize it all she wants, she can blame her boss's *mood* or how *rude* and *pushy* the customer was (how dare he expect water AND a spoon, and actually STAND UP to get someone's attention!!), she can even blame her *extraordinary* powers of concentration, but that doesn't change the end result. So if she figures that people who are serious about food want to read a blog about what happens before, during and after she didn't Serve, got reprimanded, and then whined about it, she (and you) should be prepared to hear from servers, customers and managers who don't agree.

@DINOTHEGREAT - not all new yorkers are as you have described, open your mind and heart to us buddy..... remember 9/11? you need help, you ask a new yorker.... we might ask alot, but we also give all we've got.

There's a term for “attention surplus disorder.”: Hyperfocusing. Sadly, certain jobs require one to act as though they have multiple sets of eyes, open at all times. You learned your lesson. Every day is new. I'm sure that all parties are over it.

@Everyone:

I don't know where some of you get off being so rude, so I am pointing this at everyone. I work in the service industry. Two jobs, seven days a week, and I don't make enough for it. Every rude comment pisses me off. Why? Because you seem to be forgetting that everyone is human, and everyone has these crazy things called feelings. Hannah is being honest. Why is that such a sin in this world?
Working in the service industry is very very difficult. You have to constantly be "on". She's describing her life as it is, giving many people who have never experienced this sort of life, a glimpse at what it's like to be a waitress.
Both her and her boss were at fault. Her boss should provide somewhere private for paperwork. Her boss shouldn't be sitting around drinking while his staff is dealing with a crowd of any sort. Doesn't matter who you are, you should be on. Hannah shouldn't have been in the dining area. She wasn't serving, so she deserves an area where she can do her work in peace. She needs to discuss this with her boss. Also, she shouldn't be drinking on the clock. BUT, as an exception, if her boss is doing it, she can too. But, again, neither of them should be drinking.
Overall, I think that people just need to realize the purpose of this blog. You all sit here, typing away, arguing over the stupidest garbage. All of you are old enough to know better. Why can't you just read, and comment on your feelings ONCE. There is no need to respond to those who insult others. If they want to sound like stupid jerks, let them. But by responding, you're just fueling their fires.
So, in the words of a Beatles song: Let it be.

And Hannah, you go girl!