The restaurant industry is a fast-paced environment. But most customers don’t get to see the chaos that goes down in the kitchen. After all, the dining experience should be a relaxing one for customers. So it’s actually very important they aren’t subjected to mayhem that goes on behind the scenes.
But that doesn’t mean customers should make things more chaotic for the people serving them for the evening. A Lone Oak Grill server on TikTok shared one way customers can unintentionally create chaos. The video was posted to Lone Oak Grill’s account, @thebearisreal.
“So, my table ordered chips and queso for the appetizer,” the server says in the video while standing in the kitchen.
The camera zooms in on a plate of chips and queso ready to go.
The server reveals the customers changed their minds. “Then, five minutes later, they go, ‘Oh, wait. Can we get artichoke dip instead?’”
The server put on her best customer service voice and accommodated them. “And I said, ‘Sure! I’d be happy to do that,’” she says.
@thebearisreal Those quick tickets times will get ya #thebearisreal #serviceindustry #serverstories #restaurant #customerservice #wtf #serverlife ♬ original sound – TheRealBear
The video amassed 1.4 million views. Viewers who have worked in the service industry chimed in with what they would have to do in that situation.
“Then you need to tell the kitchen and then find the manager and get it voided,” one viewer remarked.
“Great now I have to sell that [item] because it doesn’t magically disappear,” another stated.
“And I would have said unfortunately the dip is already ready but you can get both! BOUNDARIES,” a third commented.
What do restaurants do with leftover food?
Eighty-five percent “of the food that goes unused in a typical American restaurant is thrown out while only a small percentage is recycled or donated,” according to Move for Hunger. Thankfully Lone Oak Grill didn’t let the food go to waste. In response to viewers who said they hoped the workers were able to eat the extra food, they confirmed that they did. “Oh you know it,” the restaurant said.
Update: Lone Oak Grill told the Daily Dot this happens about two to four times a day.
“If it’s something on the cheaper side and within a reasonable amount of time… 5 mins or less we will make them what they want and we (the restaurant) eats the cost. The more expensive items, say a Ribeye, and any time after 5 mins or so… we explain that it’s already cooking and they are welcome to order something else in addition but they will have to pay for both items,” they shared via TikTok direct message. “If it’s something like a burger that is cooking and maybe the toppings come later we can definitely change the toppings for them. It’s sort of on a case by case basis, taking into account the customer’s experience with us and what is best for the restaurant.”
Moreover, the same thing applies to how long it takes to make the orders.
“Something like chips and queso is easier and faster for the kitchen to put out, the tortilla chips are made in the morning and so is the queso sauce so all they have to do is scoop the queso out of the warmer. Takes a couple mins tops when the restaurant isn’t super busy. Something like our artichoke dip takes about 10-12 mins as we have to bake the dip, hand stretch the dough, bake that, top it and plate it,” they said. “On average we try and have our faster items come out within 7-8 mins and our longer appetizer items 10-12 mins. Honestly it just all depends on the item, how they want it prepared (well done steak is gonna take a while so be prepared), and how busy the restaurant is.”
Overall, the company strives to please the customers and is willing to make accommodations.
“We always strive to make our customers happy and have a great dining experience so they come back and maybe tell their friends. But at the end of the day, our restaurant is a business and while we want people to be happy we do have to take into account what’s best for the restaurant when switching out orders and making other such accommodations,” they said.
The Daily Dot reached out to Lone Oak Grill via TikTok comment and direct message.
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