Le 10 regole del buon CLIENTE!

Dopo il clamore dell’ultima settimana del post in cui si parla dell’empatia del cliente che passa il piatto sporco al cameriere e il successo dovuto al rispetto che tanti portano al nostro mestiere, abbiamo pensato di stilare e spiegare 10 semplici regole che permettano ai clienti di essere si educati e rispettosi nei nostri riguardi, sulla base delle nostre regole di lavoro.
Ignorando queste infatti si rischia di fare in buona fede un’azione, proprio come quella del passaggio del piatto sporco, che potrebbe risultare tutt’altro che gradita.

  1.  SALUTARE quando entrate in un locale (non solo ristorante, ma anche bar, pub, cocktail bar, pizzeria e via dicendo), cercare un cameriere o chi per lui per chiedere la disponibilità di un tavolo se volete sedervi o nel caso vogliate ordinare al banco, con quale procedura farlo (prima lo scontrino?) ed attenervi alle regole.
  2. Restiamo sulla questione TAVOLI. Anche se entrate ed il locale è vuoto, è cortesia (ben più del passaggio del piatto sporco) chiedere dove e se potete accomodarvi. Si chiama HOSPITALITY perché voi siete gli ospiti e noi i padroni di casa. Noi siamo qui per farvi stare a vostro agio proprio come i migliori degli ospiti, ma non siete voi i padroni e quindi come quando si entra in casa altrui, si chiede.
    Poi per carità ci sono locali che fanno del “FRIENDLY” il loro motto.
    MI CASA ES TU CASA!
    Ma anche li, sappiate che friendly non vuol dire che potete fare come vi pare…
  3. Restiamo ancora sulla questione TAVOLI. Se siete in 8 e vi diciamo che non potete accomodarvi in un tavolo da 4 anche se “vi stringete” la faccenda non andrebbe nemmeno discussa. Se vi diciamo di no, è no.

    Non siamo qui a fare dispetti. Qualsiasi decisione prendiamo è dovuta a dei criteri, generalmente legati alla gestione del locale e dell’affluenza dei clienti. Motivo per cui la stessa regola può essere anche interpretata in base agli eventi. Non siamo rigidi, sappiamo adattarci, è il nostro lavoro.
    Ma siamo noi a decidere come adattarci, non voi.
    E sia chiaro, lo facciamo principalmente non per lavorare meglio noi, ma solo per dare a tutti il miglior servizio. Se prendiamo una decisione per lavorare meglio, è solo perché lavorando meglio possiamo dare un servizio migliore a voi.
  4. Non ci siete solo VOI. Questo deve essere chiaro. Se vi sembra che limitiamo le vostre scelte nel 99% dei casi è perché non stiamo servendo solo voi ma altri clienti presenti e presumibilmente in arrivo e ci teniamo a mantenere lo standard di servizio dall’apertura alla chiusura.
  5. Quando vi portiamo il menù dovreste leggerlo. Il motivo per cui ve lo consegniamo insieme al “buonasera” è proprio quello. Per ottimizzare i tempi dove possibile.
    Tornare da voi e sentirvi ordinare qualcosa di non presente sul menù perché – “Non l’ho nemmeno aperto” – è di una maleducazione inspiegabile.
  6. Chiedere è lecito, rispondere è cortesia, pretendere è maleducato.
    Volete sapere se è possibile una variazione sul menù o ordinare qualcosa di non presente sul menù? Nessun problema. Seriamente.
    Il lavoro del cameriere è soddisfare le esigenze del cliente dove possibile.
    Se può farlo, lo farà.
    Se non può farlo la questione dovrebbe finire li, non che continuate sentenziando con – “CHE CI VUOLE?”.
    Siamo qui per spiegarvi i piatti, le ricette, il perché di un abbinamento, non di certo per giustificare il nostro operato professionale. Quello è argomento di discussione con il nostro titolare e la nostra brigata.
    Voi siete clienti.
  7. Se non siete soddisfatti potete scegliere in futuro di essere clienti altrove. Non scordatevelo. Non è un rifiuto.
    La questione è TOTALMENTE UN’ALTRA!I locali (ristoranti, bar e quant’altro) sono differenti tra loro. Il loro compito principale è trasmettere l’idea di ristorazione che vogliono proporre. Si da il caso che ve ne siano infinite tipologie.
    Dalla più formale alla più informale.

    Non si tratta di mandarvi a quel paese, ma di capire che tipo di offerta avete incontrato e decidere se è di vostro gradimento o meno, senza dover necessariamente trasformarla al vostro gusto. Anche perché le proposte sono tanto diverse quanto diverse sono i gusti dei clienti.

    Accontentare tutti non è possibile in un’unica attività.
    Farlo vorrebbe dire non accontentare nessuno.
    Se c’è una cosa che non mancano in Italia sono i ristoranti e bar.

    Trovate quello che vi aggrada.

  8. Ma perché no, TORNIAMO ALLA QUESTIONE TAVOLI.
    Non dovete prendere sedie da altri tavoli perché sono arrivati due vostri amici.
    Non dovete prendere posate o bicchieri da altri tavoli.
    Non dovete prendere nulla dal bancone bar che non vi venga consegnato dal barman, dalle cannucce ai drink anche se quello che il barman sta preparando è proprio il vostro drink! (anche perché magari lo ha ordinato qualcuno prima di voi al tavolo e in quel momento il barman sta andando in ordine di arrivo. Ricordate la storia del NON CI SIETE SOLO VOI?)
    Quello che dovete fare SEMPRE, è CHIEDERE!
    Non vedete il cameriere?
    Vuol dire che il locale è disorganizzato magari e che non sono capaci di offrire un servizio efficiente. Motivo anche per non tornarci se quello che cercate è un servizio sempre pronto e disponibile.Sappiate però che più attenzioni chiedete, maggiore è il conto.
    Le comodità si pagano esattamente, così come un Franciacorta lo pagate di più di un Prosecco. Entrambi sono fatti con l’uva ma al secondo bastano 6 mesi al primo invece 24 per entrare in commercio. Il tempo e la disponibilità sono la principale merce che si paga nei ristoranti più della materia prima. Non scordatevelo mai.
  9. Il cameriere cercherà di parlare con voi il meno possibile. Deve sparecchiare, pulire e riapparecchiare tavoli dove far accomodare nuovi clienti, prendere le comande, andare in cucina a portare gli ordini, portare via i piatti dal pass, mandare il segue dei secondi piatti. Quindi quando viene da voi è solo perchè strettamente necessario.
    Si presume che siete nel locale per mangiare, bere e passare del tempo in compagnia di qualcuno…che non sia il cameriere stesso.Fatta questa premessa, capite che diventa importante oltre che educato, ascoltare il cameriere quando vi parla. A cominciare da quando prende l’ordinazione fino a quando viene a sparecchiare il vostro tavolo.
  10. E qui torniamo alla questione PIATTI SPORCHI. Potete passarglieli facendogli un favore. Si. Ma se ve lo chiede lui.
    Nel nostro lavoro c’è una regola (purtroppo non scritta…ma dovremmo farlo) che più o meno dice questo:
    “Gli aiuti si chiedono, non si offrono”. 

    In cucina anche se pensi che sono in difficoltà non viene ad aiutarmi a spadellare i primi o a terminare i fritti.
    Se sto facendo caffetteria al bar anche se io sono in difficoltà con il lavaggio tu non vieni ad aiutarmi se non te lo chiedo.
    Se al mio tavolo manca l’acqua o il pane, o il formaggio, non glielo porti se non ti chiedo di farlo.
    Puoi al massimo CHIEDERE, se mi serve un aiuto.
    Non fai di testa tua.

Perché? Perché viviamo in un caos ordinato dove continuamente depriorizziamo e priorizziamo continuamente il succedersi delle nostre azioni e scelte. Siamo uno schema matematico in continua permutazione.
Interagire con la nostra equazione vuol dire mandare in tilt il sistema o come diciamo in gergo, mandarci in merda.

Se io so che posso aspettare 2 minuti prima di sparecchiarvi il tavolo perché non avete fretta, ma sul tavolo avete l’oliera che mi serve al tavolo 8bis, io passerò e mentre chiedo se va tutto bene, se gradite dolce o caffè, faccio sparire sale, olio e pane, così da avvantaggiarmi lo sbarazzo ma contemporaneamente riuscirò ad arrivare rapidamente al tavolo prima che gli arrivino i secondi.

Se voi invece di rispondermi, mi passate i piatti, anche se questi sono stati correttamente smistati, io mi ritroverò per non passare da maleducato (io) a prenderli, ringraziandovi, rimandando il passaggio dell’olio al tavolo 8bis (perché NON andrò mai al tavolo con l’olio e i vostri piatti sparecchiati).

Non fare di testa tua. Ascolta a me.

CONCLUSIONE.
Se hai letto fino a qui, ora sai quali sono gli elementi con cui veramente chi fa questo lavoro da 11 anni distingue il mondo.
Non tra chi passa il piatto e chi non lo fa.
Ma tra chi chiede e chi pretende.

Si. Se mi passi i piatti per assurdo che sia stai pretendendo che li prenda.
Già solo chiedere prima “LE PASSO I PIATTI?” sarebbe una differenza enorme, non solo pratica ma anche di cortesia, attenzione e rispetto verso il cameriere.
Provateci.

Magari il cameriere risponderà “Si, grazie”, oppure “No, non si preoccupi” ma in entrambi i casi sarà stato il chiedere il vero gesto che dimostrerà empatia.
Chiedete se potete accomodarvi.
Chiedete se c’è il piatto del giorno.
Chiedete se è possibile una variazione.
Chiedete se c’è un seggiolone per il bambino.
Chiedete se potete portare la torta o una bottiglia da casa.
Ma NON PRETENDETE.

Tutto il resto viene da sé.

Grazie e buona continuazione.

  1. Piccola aggiunta se mi è permesso al punto 5. Quando per la terza volta arrivo al vostro tavolo per prendere l’ordine, avendoci detto che la mozzarella di bufala non è disponibile per motivi che non sono tenuto a spiegarvi, non mi potete tenere dieci minuti nella vostra indecisione. Ho altri tavoli da far marciare, grazie.

  2. Sti articoli ti fanno passare la voglia di andare al ristorante. Ci vuole una patente per mangiare?
    Alcune cose le capisco, altre no.
    L’oliere per la tavola 8? Ma una per tavola, non sarebbe meglio? Perché così il cliente evita di chiedere, perché spesso non osiamo, poi quando serve, il ragazzo non c’è, quando lo vedi, lui non ti vede (e non mi oserò mai ad alzare la mano o chiamare per attirare la sua attenzione) e alla fine faccio senza (qui, sto parlando soprattutto dell’olio piccante in pizzeria, che di piccante, ha solo il nome tra l’altro, perché il peperoncino, magari non ne ha visto il colore, però, questo è un altro discorso).
    Anche a noi rompe le scatole il cameriere che viene tre volte a chiedere se hai scelto, allorché il menù fa 30 pagine. Quando abbiamo scelto, il menù non lo teniamo in mano, è appoggiato sul tavolo. Finché l’abbiamo in mano, vuol dire che non abbiamo scelto.
    C’è poi il cameriere che ti porta il secondo allorché non hai finito il primo, o allora che serve il secondo agli due che hanno finito il primo mentre gli altri no, e allora si ritrova con parte della tavola con il primo, parte con il secondo. Chi ha finito aspetta e basta. Andiamo al ristorante per passare un buon momento, senza stress, senza correre, perché ci piace prendere TUTTO il nostro tempo per mangiare, sopratutto se è buono e che gustiamo ogni porzione in bocca. Ovviamente, non vuol dire stare dopo l’ora di chiusura, tranne quando stiamo chiacchierando con il padrone.

    1. Sono un cameriere… Con tutto il dovuto rispetto… Se una persona o meglio, un cliente, vuole passare del tempo per rilassarsi, stare tranquillo, senza stress ecc… A me sta bene che scegli noi… Ma se tu mi arrivi alle 22:00/22:30 e io alle ore 23:20 ho la chiusura, (dopo che mi sono fatto la bellezza di 12 ore di lavoro, e ne ho passate di cotte e di crude) credo sia anche plausibile che abbia fretta di andare via… Ricordate che siamo esseri umani, che abbiamo delle famiglie a casa ad aspettarci… E poi ammesso che, vi fate la chiacchierata con il titolare, ricordate questo… Lui è seduto al tavolo ad ingozzarsi con la sua famiglia e con gli amici… Noi magari siamo a digiuno e abbiamo un matrimonio in crisi perché siamo poco presenti… Spiegatelo voi alle nostre mogli… È questione di rispetto

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