If you’ve ever worked in any kind of restaurant, fast-food or full-service, you’ve most likely experienced this at least once.
That dreaded moment when you’re so overwhelmed with customers, you just want to run into the walk-in cooler and hide.
If you’re a server, you suddenly get way too many tables, way too fast (usually happens when the restaurant is short-handed – a frequent occurrence in the biz).
As a cook or chef, it’s when you’re staring at a rack full of order tickets, and there seems to be no end in sight.
I’ve been in both of those positions, and they both SUCK.
Many servers (or the ones who don’t care about giving good service) look forward to these situations. They think about all the money they’re going to make, all those extra tables mean more tips. But, not always. Because they’re dealing with so many customers, they probably don’t give as good service, so they end up making out worse than if it wasn’t busy.
I was the opposite. I liked being busy, but if it was a “manageable” busy. One of the things I enjoyed about being a server was meeting the new customers, and being able to spend some time talking with them.
When you’re slammed, there’s no time for that. You’re too busy running around like a fool, trying to catch up.
When I worked at the café in St. Michaels, during the week, I was often the only server on duty (except in the summer). Sometimes I was the hostess/cashier as well, also the bus-girl.
There were days when I’d suddenly get a rush, every table was filled, and I really just wanted to start crying.
The only thing I could do was take care of the customers. I had to have a system, where I’d seat them and try to get their drinks, before moving on to the next.
When I had a lot of energy and my timing was good, things would go smoothly. As long as I acknowledged everyone, so they knew I was aware they were there, and was very courteous and apologetic for any delays. Hopefully, they’d see I was the only one on the floor, and they’d understand. That didn’t always happen, and I had to deal with mean people and complaints, but you do what you can do.
At least I got my exercise in on those days!
When I was a breakfast cook at Harbourtowne, same thing. I was often by myself in the kitchen, until a certain time. Then maybe, I’d get more assistance, usually from my boss, Lisa, or my pal, Suzy. They saved my butt plenty of times.
One good thing about being in the weeds in the kitchen, as opposed to in the dining room – in the kitchen you can start crying, and the customers won’t see you (except for the open kitchen places)!
I would usually get hit hard on the weekends at Harbourtowne, especially when there was a wedding going on. The tickets would keep coming back, and I’d start to panic. There were a few times when I griped at the servers, but then I’d feel bad about it. I’d been in their shoes plenty of times, so I’d try to apologize to them later.
I learned all about handling the rushes in my early years, when I worked at my dad’s Popeye’s Chicken restaurants.
There were so many days and nights we’d be short-handed. I’d end up being a cashier, order filler, biscuit maker, chicken batterer, and prep cook, all in one shift.
Those were the times I learned how to multitask and “remain calm in a stressful situation.”
Again, it was a balancing and timing act.
I’d leave work covered in flour and grease, hair frazzled, but at least I knew I’d done my best to handle the chaos.
As a restaurant worker, when you find yourself sinking in the weeds, and you just want to throw your hands up and run off… do the best you can to keep going. Don’t worry about the mess, just focus, find your own system, communicate with the customers, be as nice as you can, and, just get through the shift.
Know that it will eventually be over, and you can run into the pantry or bathroom and cry then.
There were a few moments during my Popeye’s career when I ran into the freezer and kicked a box of French fries, recomposed myself, and then came out to deal with everything.
Also, when you’re on the other side, as a customer dining out, and you see your server in in “the weeds,” put yourself in her position. Know what she (or he) is probably feeling. Try to be patient and understanding. And, still try to give a decent tip.
That is, unless, they did a horrible job and couldn’t care about giving good service – but… that’s a whole other blog post!
