Polite way to talk to servers about "excellent"

[jenf22]

Hi all! When we were on the Magic in May our servers were constantly harassing us to rate the food/service "excellent". If they asked us how the meal was and we said "good", they would give us a look and say "excellent?". My mom thought this was hilarious and they were giving her high-fives by the end of the cruise because she always answered "excellent". We figured this was the rating they needed on the comment card. By the third night, it was driving me crazy! I just read someone else had this problem recently and I've read about it enough that it seems to be a common problem. So here's my dilemma - I would LOVE to find a super polite, friendly way to ask them to NOT do this. I'm not the best with words and I don't want to hurt anyone's feelings. I suppose there may not be a good way to do this. But our next cruise is 7 nights and that's a lot of "excellent"s! Has anyone else had this problem or am I worrying over nothing? Thanks for any advice!

 

[ThePicketts]

Talk to the head waiter and just tell them that.

 

[disney1990]

4 cruises and I have never been harassed over the comments cards.

On our last cruise, our server asked us on the last morning how everything was, I said, "the entire cruise was excellent".

 

[PrincessShmoo]

Hi all! When we were on the Magic in May our servers were constantly harassing us to rate the food/service "excellent". If they asked us how the meal was and we said "good", they would give us a look and say "excellent?". My mom thought this was hilarious and they were giving her high-fives by the end of the cruise because she always answered "excellent". We figured this was the rating they needed on the comment card. By the third night, it was driving me crazy! I just read someone else had this problem recently and I've read about it enough that it seems to be a common problem. So here's my dilemma - I would LOVE to find a super polite, friendly way to ask them to NOT do this. I'm not the best with words and I don't want to hurt anyone's feelings. I suppose there may not be a good way to do this. But our next cruise is 7 nights and that's a lot of "excellent"s! Has anyone else had this problem or am I worrying over nothing? Thanks for any advice!

We let the server do the "we strive for excellent" speech once. Then I say, "OK, you've said your piece, now I don't want to hear about it again during the rest of the cruise" And smile. If it's mentioned again, I point out that "reminding" me will most likely lower the rating. With a smile. And I mean it.

 

[PrincessAurora]

I'm a very direct person. I feel you can be polite and direct without being rude but understand that you either speak your mind or listen to "Excellent" for an entire week. It's your choice.

I would say "You asked me for my opinion and I told you. My answer will not change because you keep asking me. If I find the food excellent for my tastes and standards I will tell you. If you would like to know what could be improved for me to give an excellent rating, I can let you know that as well. Thanks so much!"

 

[kcashner]

The problem seems to be that on DCL and some other lines, the server is held responsible for the food quality ratings. I understand that they need to get the order right, and replace something I may not like, but they didn't create the menu or the food. Their schedules and perks are based on those comment card ratings.

As to how to handle it--I tell them that I know all about the comment cards and don't need to hear about it at dinner. If there was excellent service but I have something to say about the food itself, I write that on the back of the card.

 

[sweetpee_1993]

Ooooh yeah. We were on the same cruise as the OP and we got lots of mentions and at least 2 conversations about the importance of "excellent". I wouldn't quite say its annoying but it is noticible and really is counter-productive. I think I'll try to take an early stance on it next go around maybe by saying, "Relax. We know about the comment card. Keep things going good without the spiel and your excellent will happen."

 

[Cousin Orville]

Can anyone confirm that your ratings on the quality of the food in the dining room affect the servers? That doesn't make sense. Not to change the subject, but "excellent" would be a rather strong rating to give the main dining room food quality.

 

[Bonniec]

I'd love to know that too. I'm so paranoid now that someone would lose their job that I would likely put excellent even if it was awful. I'd much rather be honest without fear of getting someone fired.

 

[PrincessShmoo]

Can anyone confirm that your ratings on the quality of the food in the dining room affect the servers? That doesn't make sense. Not to change the subject, but "excellent" would be a rather strong rating to give the main dining room food quality.

Yes, I've been told that the food quality ratings do reflect on the servers. I've mentioned specifically on my comment card that when I'm rating the food, it's not the servers fault, but I don't know if that helps.

IMO, I think food service issues/ratings should be on the servers. Food quality/type issues should be on the chef.

 

[PrincessShmoo]

I'd love to know that too. I'm so paranoid now that someone would lose their job that I would likely put excellent even if it was awful. I'd much rather be honest without fear of getting someone fired.

I don't think they'd be fired, but they may be talked to as to why they didn't "make it right".

What can they do? I guess just suggest a different entree/appitizer? They certainly can't "fix" what's wrong with the first one.

 

[vickxo]

It's funny you mention this because Disney is actually very aware of the "excellent service" speech from the servers - on my last cruise in june on the magic on the comment card there is actually a place where they ask if you were pressured into giving an excellent rating.

Our servers were great until they would bring up the rating - we were very aware that their jobs depend on the good ratings - we didn't need to be guilt tripped and reminded in the middle of each and EVERY meal, it became RATHER annoying to be honest. Also - we gave them their tips early and the next meal we had them they were just so BLAH! We went from great service to barely seeing them. I guess we should have known better than to tip early - I guess they figured their job was over once they got paid. Live and Learn.

 

[lilpooh108]

We got off the 7 day Alaskan in July. Our poor little server did this to us everyday.

We endured it...but it was really annoying. Whenever we said good, he would say, "Can it be more excellent?" I then put him up to it. Whenever he asked, I'd think of something better he could do for us--another dish to try, a soda refill. That usually quieted him down.

We tipped him over and above the suggested amount, and would have done so even if he wasn't trying so hard.

This was our 4th cruise and it was the most persistent we've ever encountered.

It was also clear that our server and assistant server didn't get along that well. One time the server said something like, "Did I forget your cheese?" And the assistant server muttered, "You probably forgot to ask." Overall, it seemed like there was a lot of friction between the serving teams and between our head server and his employees. Our server was clearly afraid of our head server.

We also saw a server at Parrot Cay at yelled at by the head server. That was distasteful and I wish they hadn't done that in front of guests. It was at the end of lunch service. The server was stripping the tables to prep for Pirate night. He had 3 tablecloths off of 3 tables in a row. You could see the wood on the tables. The head server came over to him and said sharply, "Did you go on vacation last month?"

Server: Yes.

Head Server: Do you think things changed when you were on vacation?

Server: (silence)

Head Server: Your tables are naked. Guests do not want to see naked tables. Things aren't different just because you went on vacation.

Server: (sad silence)

I was in shock. Not that employees shouldn't be reprimanded, but at least not in front of guests while they're eating.



It seems like the servers are really getting alot of crap from DCL management for guest satisfaction, but maybe they should overhaul the morale of the team dynamic. That way we won't get pestered about "excellence."

 

[Wadekind]

Can anyone confirm that your ratings on the quality of the food in the dining room affect the servers? That doesn't make sense. Not to change the subject, but "excellent" would be a rather strong rating to give the main dining room food quality.

Totally agree

 

[lorimay]

Now that I read this I remember our servers kept saying "excellent" to us during dinner each night.

I'm laughing cause my husband kept saying yes, excellent just excellent.........

 

[lilpooh108]

I don't think they'd be fired, but they may be talked to as to why they didn't "make it right".

What can they do? I guess just suggest a different entree/appitizer? They certainly can't "fix" what's wrong with the first one.

Our server explained that it was his job to make sure our food was "excellent."

Honestly, the food wasn't. It was above average on our cruise. For our survey we filled in "good" for food and "excellent" for service.

I think it's silly that the food qualify affects them. There should be a "chef" section instead.

 

[MiaSRN62]

I think if I get a server like this in Sept, and after the 3rd time he/she asks if it is "excellent", I'm gonna break down and have to say "well, it's getting less and less excellent with your repeated asking !"

 

[Renysmom]

The server was stripping the tables to prep for Pirate night. He had 3 tablecloths off of 3 tables in a row. You could see the wood on the tables. The head server came over to him and said sharply, "Did you go on vacation last month?"

Server: Yes.

Head Server: Do you think things changed when you were on vacation?

Server: (silence)

Head Server: Your tables are naked. Guests do not want to see naked tables. Things aren't different just because you went on vacation.

Server: (sad silence)

I was in shock. Not that employees shouldn't be reprimanded, but at least not in front of guests while they're eating.

"

And this is where I would have gone to Guest Services and asked to speak to the Hospitality Mgr on duty and I would have let them know what I witnessed. No reason whatsoever for one to dress down another in public.

 

[darkwing818]

I guess we've been lucky, but after 7 cruises, I can only remember getting the "excellent speech" on the 1st night of the cruise. That being said, for the rest of our cruises, we were usually asked, after the main course, how everything was. We found this to be no different , than dining at a restaurant on land. Never felt any pressure to give excellent ratings.

 

[jenf22]

Thanks everyone for the responses. I'll just hope we don't get servers who are obsessed with this. The servers on the Magic cruise were really nice, they just wouldn't accept anything other than "excellent" as an answer. Like other people have mentioned, most of the time the food does not quite deserve an "excellent" rating even if the service does. I'll allow the speech on the first night, but try to politely stop them if it continues. I'll keep my fingers crossed. Either way, in 3 weeks I'm on a boat to Alaska!