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People keep blaming the cook when the order is wrong at my restaurant, but 9 times out of 10 it's the register
I work the line at a spot in Boise and last Friday I watched a server punch in a burger with no onions, then yell at me when it came out with onions. What actually happened is the touch screen ticket printer dropped the modifier because the terminal at table 6 has a bad connection, so the kitchen never saw it. I started printing a second copy of every ticket for two weeks and counted 23 missing changes that customers blamed on the food. Servers are running back to the pass mad at us over stuff that got lost in the computer, and nobody wants to hear it. If you work front of house, do you ever check the printed ticket against what the guest said before you storm back to the kitchen?
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samwalker14d ago
The part that gets me is you actually did the work to prove it. Two weeks, 23 lost changes, that's not a guess, that's data. And that's the thing nobody wants to deal with, because if the problem is the terminal or the printer or whatever the wifi is doing, then there's no one to yell at. Yelling at the kitchen is easy. Fixing a bad connection at table 6 means calling somebody, waiting on hold, maybe buying new hardware, and who's gonna do that mid-dinner rush. So instead the server vents at the pass and the cook just eats it. I'd take your count to whoever runs the place and ask them to check the terminal logs against those 23 tickets, because once a manager sees the gaps on paper it stops being a kitchen problem and starts being a repair bill. Until then, that second copy you're printing is the only thing keeping the line from getting blamed for stuff the computer did.
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