Impolite Customers: Stories and Insights for Waiters and Waitresses

Everyone who has worked in the service industry has encountered customers who test the limits of patience and professionalism. These stories can be both surprising and enlightening. In this article, I will share two real-life experiences that highlight the more impolite behaviors some customers exhibit and the lessons I've learned from them.

Experience 1: The Condescending Tipper

During my college years, I worked at an upscale seafood restaurant. One day, a single man at a table had placed five 1-dollar bills on the table, explaining to me that for each of my mistakes, he would remove one dollar. This man was not a manager, nor was he any of the other typical suspects of customer complaints—such as a corporate spotter, local reporter, or food critic. He was simply a man who felt entitled and decided to treat me as a lowly creature who was to be humiliated at his leisure.

Ironically, it was this very scenario that provided a unique opportunity to teach him a lesson. Instead of being overly frustrated, I deliberately made five mistakes, causing him to remove the dollars. The sarcastic tone in my "have a nice day" bid as he left perfectly conveyed my sentiments. What a day that was!

Experience 2: Miss Wonderful's Outburst

Another unforgettable incident was when I worked at a popular bagel place. Miss Wonderful, a 21-25 year old woman, entered the shop with arrogance evident in every aspect of her comportment—from her luxurious car to her designer outfit to her opinionated demeanor. Not only did she walk in front of the line, but she also acted confrontationally when someone tried to tell her to follow the queue. Her behavior towards older customers was rude, and she was outright disrespectful.

One morning, she ordered an excessively detailed bagel sandwich, making it difficult for me to take notes. Despite my repeated requests for her to speak more clearly, she grew increasingly frustrated and aggressive. My co-worker, who seemed to placate her, further fueled my disapproval. With a sense of determination, I announced her card was declined, causing her to behave with a sense of embarrassment. Her reaction was a perfect demonstration of her self-importance and lack of respect.

Lessons Learned from Impolite Customers

Experiences like these are invaluable for a waiter or waitress. Firstly, they teach us about the importance of professionalism. In both scenarios, maintaining a level of professionalism—quesallenging politely rather than getting into a confrontation—helped to diffuse the situation. Secondly, they remind us of the power of subtle, strategic actions. Making specific, measured decisions can sometimes be far more effective than an outright confrontation.

Lastly, these experiences taught me about self-worth and how it is not dictated by material wealth or societal status but by one’s actions and attitudes. Customers like Miss Wonderful, with their overt displays of superiority, often do little more than expose their own insecurities and shortcomings. My indignation and the resulting realization that self-worth comes from within, not from external validation, is one of the significant lessons I have carried forward in my career.

Conclusion

Dealing with impolite or entitled customers is rarely easy, but every experience offers valuable lessons that can improve our approach to the service industry. Remember, professionalism, strategic responses, and maintaining self-worth are key to delivering the best service, no matter the circumstances.