It's a reality. Some waiters would not be as nice or friendly as we want to. Some of them would even put up a smirk on their face when guests become demanding.
What do you do about them? Specially when you have a waiter who is technically good at waiting. Good at rules but not in relationship with customers.
In my experience, this happens for a lot of reasons.
1) Inadequate hiring procedures
2) No clear and strict rules on how to deal with guests
3) Inadequate guidance and monitoring
If you have this kind of staff in your restaaurant, it is time to call their attention. Call them to a private meeting and lay down the problem in a calm manner.
If your restaurant does not have a schedule of disciplinary action, it is definitely time to have one. A restaurant should not exist with it. An employee handbook should tell employees how they are supposed to behave in the restaurant.
When a disciplinary action is called for, do it promptly and fairly. if there is more than one erring employee, then they should all be reprimanded.
On the other hand, it is also good to put in "control" points. Example would be a random guest comment survey or a reward for the most appreciated server. Encouragement still is my favored means, although, when it fails, a manager is left with no other choice but to implement stiff rules.
Letting your servers know EXACTLY how you want them to treat your guests is vital. Otherwise, employees will always find a way out or a reason since it has never been clear to them.
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