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Of course I am referring to more the subordinate managers as in departments. Why do I say this, because if they were qualified they would realise that the model is 95% service and 5% product. This means they would understand the importance of training & development. Look back over your own experiences, when did you ever see active and upselling as a normal part of your meal experience? When was the last time you were actively sold a dessert or another bottle of wine. I leave out the likes of Shangri-la etc as these are in a different league. My latest disaster was in the top floor restaurant of the Harbour View Hotel. I never order the buffet because it's always Chinese orientated ( Western!)with everything in chillies and saucy stuff and fluffy gelatiney desserts - ugh. The a la carte menu has a good choice and is sectioned into appetisers/ mains/ desserts etc, but in practice it is a disaster. You state your choice as being served in sequence as per the menu, your chinese friend translates and they say no problem. But then your main course comes before your starter and when they take it back your salad side dish comes, still no starter and on and on ad infinitum, you all know, been there, done that, got Tshirt/ video. I take some bread rolls and butter from the buffet as is normal in Western restaurant and suddenly -"We've been watching you, you'll have to pay for buffet now" Your wonderful evening out just continues to go downhill and still no appetiser! so you give up and just let it happen because you know the manager will have gone out the back door if you ask for him. And all this is happening whilst dirty plates from people eating the buffet are piling up on the table and the 12 servers are blind to this because they are talking to each other. All you want is for the evening to end so that you can go home and make a bacon sandwich which is actually going to be hot and fresh. Oh, I could elaborate for hours but think I'll finish now before the rot sets in. Thank god for Shangri-la brunch I say. Roll on sunday.

Agree, 110%!

There have been restaurants with food that was pretty good, but the service was horrible.

I stopped going.

There was a nice Thai place in Shenyang and the food was really good. The first few times we went I was able to suffer through horrible service. Drinks being brought after food arrived. Starters served in the middle. Rice arriving at the end of the meal. Wrong orders brought. Also, no matter how many times we explained how things were to be done, they were never as we asked. I could also go on, but suffice to say, I stopped going to the restaurant because my blood pressure would be sky-high after the meal.


I guess for the "servers" if they are only making 400 to 600 rmb a month regardless if they provide good service or crappy service, there's no incentive to provide the good service. You'll be met with the constant surly grunts and apathetic attitudes because they aren't paid to care.

Yes, the famous blood pressure, no wonder they sell so many of those machines here eh!

But Rick what do expect when Chinese people put Chocolate cake and steak and salad on the same plate... They are only serving to the market requirements right hahahah.. BUT I also understand the reason for promoting such a service to stop this happening... er like MITCH for instance..

Keep the good work up fella...

The Munching Mother

Heiney wrote:

QUOTE:
(...) I guess for the "servers" if they are only making 400 to 600 rmb a month regardless if they provide good service or crappy service, there's no incentive to provide the good service. You'll be met with the constant surly grunts and apathetic attitudes because they aren't paid to care.

May I respectfully disagree Sir?

I think that even if you could pay 10 times more the people that don't care, it would not change them. Actually, paying them more would only reinforce and encourage this behavior!

Money is an excuse!

Better take the time to find the ones that do care - they will make your business better at a lower cost of resources, namely time and energy.

Goldman wrote:

QUOTE:
Heiney wrote:

QUOTE:
(...) I guess for the "servers" if they are only making 400 to 600 rmb a month regardless if they provide good service or crappy service, there's no incentive to provide the good service. You'll be met with the constant surly grunts and apathetic attitudes because they aren't paid to care.

May I respectfully disagree Sir?

I think that even if you could pay 10 times more the people that don't care, it would not change them. Actually, paying them more would only reinforce and encourage this behavior!

Money is an excuse!

Better take the time to find the ones that do care - they will make your business better at a lower cost of resources, namely time and energy.

Well, in fact, in some places the hourly wage is comparatively lower. The incentive IS money. It's called tips.

Money CAN be a great motivator, albeit an extrinsic one. However, if the person is not intrinsically motivated, then your likely to still get crappy service.