Let me make this clear though, I would never, ever, berate or tell a customer to suck it. Things happen, that’s the nature of the business, and with the markup on booze, it’s not such a huge los to have to pour a drink out here and there. But for Chuck to tell me I’m a bad bartender because I’m not a mind reader is ridiculous. Had he made a strange request, sure, I’d verify, but with a normal request, no, I’m not going to grill him about his choice.

Allowing a customer to make a mistake (Tequila Alexander?) can be construed as silly, but ordering a scotch (even if it is expensive) rocks is not “a mistake”. It’s a very, very, very common order.

Having spent a lot of time on both sides of the bar, I can relate somewhat to Chuck is saying. To me, good service includes verification when it seems someone is making an unusual order. When it’s me taking the order, I’ll try to act like I’m the idiot. In Chuck’s case, I’d probably confirm the rocks order by saying something like “I’m sorry, did you say you wanted that ‘neat’ in a rocks glass, or over ice.”

Allowing the customer to make a mistake is not good service IMO. And in his defense, Chuck did say he would offer to pay for his mistakently ordered drink. Some of the responses made it sound like Chuck asked the bar to pay for his mistake.

I’m sure you learned sone wonderful things in bartending school, but trust us, “Up” does not mean neat.

I think you mean, “a Ketel One Martini”. Where did the Vermouth request come from?

I think a big ol Ye-Ol’-Style brass placard of some kind behind the bar would be incredibly useful. “NEAT = x. UP = y. STRAIGHT UP = z. TWIST IS A PEEL NOT A WEDGE!”

This would aid patron and barkeep alike.

Yes, I carry with me at all dinnertimes a laminated placard showing a photo of a steak cooked to each of the 7 degree of order (including raw and burnt).

Beautifully Stated!!

A Fat Kudoos to You!

I am a bartender like yourself, pursueing the “lost art” Studying, listening, learning all that I can of my profession..
I am also a drinker and I want my Whiskey neat with a coke back.
I live in a College town and u should see the looks that are thrown when I place my simple little order at other local bars.

My point??

I understand Chucks arguements. I don’t believe that he is referring to US.

Keep up the good work up there.. I’ll keep in “neat” down in GA!

Let me start by saying this. I’m a damn good bartender. I do my research, I make an excellent and consistent cocktail, my customers love me. I adore the craft and I plan on continuing it as a profession probably until the end of my days.

I don’t argue with you that a really great bartender is hard to find. I’m in fact moving back to Portland, OR from Providence, RI for just that fact. The bars and what they do here are atrocities. Terrible service, terrible drinks, no ingenuity. People out here think they’re God’s gift to bartending because they use simple syrup. It’s absurd. I’m returning home to hone my craft and learn from the best.

Let me tell you, people have WEIRD tastes. I just the other night watched a table in the dining room order two Filet Mignons WELL DONE. I could almost hear the chef’s head hitting the cutting table when that order went through. The thing is, if I tried to nudge everyone another way when I thought what they were doing was wrong, I’d have a lot of indignant and offended customers on my hands. Like was said earlier, unless it’s something completely out of the ballpark (I have often times sent waitresses back to the table to clarify orders), I’m going to give the customer what they asked for. For a customer to then blame me because I should have known what they meant is just absurd. And for you to say I or anyone else is an unqualified bartender for that reason is just plain insulting.

I’m sure you’re a very nice person and I would love to learn more about Scotch whisky from you (in fact, if you can recommend any books on the matter I’d be happy to look into them. Scotch’s are one of my weak points) but please, please, please drop the attitude. I’m here to serve you, but I’m not your “servant”. You’re not going to make many friends on a website populated by bartenders and servers by using terms like that.

Best of luck and enjoy the Scotch. Sans rocks. ; )

I often work very closely with people in the hospitality industry, and it sounds to me like you’re the kind of customer who gets a hidden round of applause when he leaves the establishment.

And if patrons are obligated to pay for any drink from anyone because they say so, why wouldnt they charge for it, before they bring it?

Most decent bar managers understand that a few re-makes is part of the cost of doing business. If you, however, think business increases by asking customers “where do you get off?!?”, enjoy the increase in business.

Bar patrons around the world: you do not have to keep taking this kind of crap from your local bartenders!!! Demand excellence. It will push the hacks out and increase the numbers that drop their attitudes, provide excellent, friendly service and ensure satisfaction.

Next, no I have never bartended, but spend way too much time at bars – both as part of my job and recreationally. I am not sure what industry you work in (though I guess it is consumer services as a bartender), but it does not take a genius to figure out that bartending as a profession has crumbled. Like I said, it is a lost art.

As to my attitude, if i am paying 20 bucks per drink, and the bartender is there to serve me, they better get it right or make it right. If getting it right takes a lot of insight and care into 1) what drinks you have to offer, and 2) respectful suggestions/clarifications as to preparations methods, especially if it seems a slip of the tounge, it may be good for the bartender to look past literal interpretations. An attitude of a bartender/waitress/hairstylist, etc. taking something literal and being defensive with “that is what you said” is just the kind of bartender/et al that complains at the end of the night about getting stiffed on tips. Of course, this is about 90%+ of the bartenders out there.

I think customers (in bars, but in hospitality services in general) have set our standards WAY too low for FAR too long, being served by mostly 20 somethings who have no interest in their professions and are mostly in it to make cash tips. This is why a customer who insists to be 1) treated as very important even if he is not swilling cheap stale domestic like all the yahoos, and 2) sends drinks back that are not made to his liking, appears to have an attitude.

Though not a bartender, I have been in professional servies for 15 years. My customers often say they want something a certain way yet often they really want something different. If it is their dime, my real work starts when i have to find the delta between what is asked for and what is truly wanted. My ‘bar’ does not go low enough for me to say “Hey, that is what they said they wanted…..”. My boss never buys that excuse. Bottom line, customers are my lifeblood: i have to make it right or find someone who can, end of story.

We should not forget, the customers are paying – and paying a premium. This buys them leadway with attitude and insistence on excellence. The bardender (or computer consultant, or mechanic, or dentist, etc….), otoh, are servants, even if they have some sort of power trip or defensiveness that they could never have interpretted an order incorrectly.

Lastly, I can and will refuse any drink I do not like. Sorry! And yes, if it apears to cause a problem with the 20 something, I will offer to pay. I’m not cheap, i just wanted it right. If i get any flak after then I will talk with the manager or leave. Life is too short to deal with bartenders who could never make mistakes and take stances of “if this guy wants it this way, this is how he gets it. if he does not like it, he can suck wind.”

If water is a real issue, bring some of your favorite bottled spring water. It will not only taste better, but be at room temperature. I don’t like the taste of tap water in my premium scotch much anyway.

If you order something a certain way, that’s how it’s going to get made. It’s not my job to give you what I think you should have. I may not like that you’ve asked me to “shake that martini to death” but hey, it’s your drink, not mine. I can suggest things if I think a mistake is being made or I feel you may like a variance, but if someone wants to drop rocks in their $25 scotch or salt the rim of that ridiculously expensive tequila, more power to them. I’m not paying for it. Also, you can’t “send drinks back” when it’s obviously your screw up. Especially when you’re dealing with expensive liquors. I might dump a Jack & Coke out, but I’m sure as Hell not watching that Blanton’s go down the drain. Suck it up, have the bartender strain the whiskey/whisky into another glass and learn from your mistake rather than throwing a perfectly good (yet slightly chilled) drink away.

Out of curiosity, have you ever bartended? To presume what someone wants is just asking for issues. Honestly, if you pulled the kind of attitude you suggest you have, I’d rather deal with the frat boys than a patronizing, know-it-all customer.

And it’s called “Rocks on the side”.

Also, when wanting only a few cubes of ice in a snifter to drop into scotch, how do you order this? i order a “small glass of ice” (then usually have to discuss/clarify that I do NOT want the drink pour over ice). A term like “rocks back” seems like it would be more effecient to convey this. i fear bartenders would not understand what i meant though. Is there a term already?

sometimes i order cheaper single malts (livet and fiddich) rocks, and so occasionly i’ll slip up and order a nice single malt rocks.

I know the mettle of a bartender who looks at me like the blackjack dealer looks at a player who just doubled down a 5 against a Jack, as if to say “you really want a nice whisky like that rocks?”. If they do bring it rocks, like i ordered, but cleary not how it is supposed to be served, i will appologize and send it back. If they look upset, i will offer to pay for it, but still order a new one neat. If they try to sift the ice out of the first one, i leave ;-)

Being a bartender is about getting what we want, not necesarily what we ask for. unfortunately quality bartending is a lost art and most of what you get today are 20 something career community college students who havent a clue about what the bar experience is about from the customer perspective. thus in most places the ashtrays are overflowing, the puddles of beer on the bar are stale, the drinks take way too long, and everything in their lives, including their 2 absent baby daddys, is our fault. I find it hillarious when one of these 20 somthings gets huffy having to remember the few cheap single malts they carry. It is like, hon, i am obviously gladly willing to pay at least 2X more per drink than anyone in here, you may want to learn your trade and find out how your bread is buttered. what, i would be cool to you and you would not be huffy if i say and swilled $2 drafts all night like a frat boy?