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Old 04-16-2006, 01:46 AM   #1
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CEOs say how you treat a waiter can predict a lot about character

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Office Depot CEO Steve Odland remembers like it was yesterday working in an upscale French restaurant in Denver.

The purple sorbet in cut glass he was serving tumbled onto the expensive white gown of an obviously rich and important woman. "I watched in slow motion ruining her dress for the evening," Odland says. "I thought I would be shot on sight."


Thirty years have passed, but Odland can't get the stain out of his mind, nor the woman's kind reaction. She was startled, regained composure and, in a reassuring voice, told the teenage Odland, "It's OK. It wasn't your fault." When she left the restaurant, she also left the future Fortune 500 CEO with a life lesson: You can tell a lot about a person by the way he or she treats the waiter.


Odland isn't the only CEO to have made this discovery. Rather, it seems to be one of those rare laws of the land that every CEO learns on the way up. It's hard to get a dozen CEOs to agree about anything, but all interviewed agree with the Waiter Rule.


They acknowledge that CEOs live in a Lake Wobegon world where every dinner or lunch partner is above average in their deference. How others treat the CEO says nothing, they say. But how others treat the waiter is like a magical window into the soul.


And beware of anyone who pulls out the power card to say something like, "I could buy this place and fire you," or "I know the owner and I could have you fired." Those who say such things have revealed more about their character than about their wealth and power.


Whoever came up with the waiter observation "is bang spot on," says BMW North America President Tom Purves, a native of Scotland, a citizen of the United Kingdom and Northern Ireland, who lives in New York City with his Norwegian wife, Hilde, and works for a German company. That makes him qualified to speak on different cultures, and he says the waiter theory is true everywhere.


The CEO who came up with it, or at least first wrote it down, is Raytheon CEO Bill Swanson. He wrote a booklet of 33 short leadership observations called Swanson's Unwritten Rules of Management. Raytheon has given away 250,000 of the books.


Among those 33 rules is only one that Swanson says never fails: "A person who is nice to you but rude to the waiter, or to others, is not a nice person."


Swanson says he first noticed this in the 1970s when he was eating with a man who became "absolutely obnoxious" to a waiter because the restaurant did not stock a particular wine.


"Watch out for people who have a situational value system, who can turn the charm on and off depending on the status of the person they are interacting with," Swanson writes. "Be especially wary of those who are rude to people perceived to be in subordinate roles."


The Waiter Rule also applies to the way people treat hotel maids, mailroom clerks, bellmen and security guards. Au Bon Pain co-founder Ron Shaich, now CEO of Panera Bread, says he was interviewing a candidate for general counsel in St. Louis. She was "sweet" to Shaich but turned "amazingly rude" to someone cleaning the tables, Shaich says. She didn't get the job.


Shaich says any time candidates are being considered for executive positions at Panera Bread, he asks his assistant, Laura Parisi, how they treated her, because some applicants are "pushy, self-absorbed and rude" to her before she transfers the call to him.


Just about every CEO has a waiter story to tell. Dave Gould, CEO of Witness Systems, experienced the rule firsthand when a waitress dumped a full glass of red wine on the expensive suit of another CEO during a contract negotiation. The victim CEO put her at ease with a joke about not having had time to shower that morning. A few days later, when there was an apparent impasse during negotiations, Gould trusted that CEO to have the character to work out any differences.


CEOs who blow up at waiters have an ego out of control, Gould says. "They're saying, 'I'm better. I'm smarter.' Those people tend not to be collaborative."


"To some people, speaking in a condescending manner makes them feel important, which to me is a total turnoff," says Seymour Holtzman, chairman of Casual Male Retail Group, which operates big-and-tall men's clothing stores including Casual Male XL.


How people were raised


Such behavior is an accurate predictor of character because it isn't easily learned or unlearned but rather speaks to how people were raised, says Siki Giunta, CEO of U.S. technology company Managed Objects, a native of Rome who once worked as a London bartender.

More recently, she had a boss who would not speak directly to the waiter but would tell his assistant what he wanted to eat, and the assistant would tell the waiter in a comical three-way display of pomposity. What did Giunta learn about his character? "That he was demanding and could not function well without a lot of hand-holding from his support system," she said.

It's somewhat telling, Giunta says, that the more elegant the restaurant, the more distant and invisible the wait staff is. As if the more important the customer, the less the wait staff matters. People view waiters as their temporary personal employees. Therefore, how executives treat waiters probably demonstrates how they treat their actual employees, says Sara Lee CEO Brenda Barnes, a former waitress and postal clerk, who says she is a demanding boss but never shouts at or demeans an employee.

"Sitting in the chair of CEO makes me no better of a person than the forklift operator in our plant," she says. "If you treat the waiter, or a subordinate, like garbage, guess what? Are they going to give it their all? I don't think so."

CEOs aren't the only ones who have discovered the Waiter Rule. A November survey of 2,500 by It's Just Lunch, a dating service for professionals, found that being rude to waiters ranks No. 1 as the worst in dining etiquette, at 52%, way ahead of blowing your nose at the table, at 35%.

Waiters say that early in a relationship, women will pull them aside to see how much their dates tipped, to get a read on their frugality and other tendencies. They are increasingly discussing boorish behavior by important customers at www.waiterrant.net and other blogs. They don't seem to mind the demanding customer, such as those who want meals prepared differently because of high blood pressure. But they have contempt for the arrogant customer.

Rule works with celebrities, too

The Waiter Rule also applies to celebrities, says Jimmy Rosemond, CEO of agency Czar Entertainment, who has brokered deals for Mike Tyson, Mario Winans and Guerilla Black. Rosemond declines to name names, but he remembers one dinner episode in Houston a few years back with a rude divisional president of a major music company.

When dinner was over, Rosemond felt compelled to apologize to the waiter on the way out. "I said, 'Please forgive my friend for acting like that.' It's embarrassing. They go into rages for simple mistakes like forgetting an order."

Rosemond says that particular music executive also treated his assistants and interns poorly - and was eventually fired.

Odland says he saw all types of people 30 years ago as a busboy. "People treated me wonderfully and others treated me like dirt. There were a lot of ugly people. I didn't have the money or the CEO title at the time, but I had the same intelligence and raw ability as I have today.

"Why would people treat me differently? Your value system and ethics need to be constant at all times regardless of who you are dealing with."

Holtzman grew up in the coal-mining town of Wilkes-Barre, Pa., and in the 1950s saw opportunity as a waiter 90 miles away in the Catskill Mountains, where customers did not tip until the end of the week. When they tipped poorly, he would say: "Sir, will you and your wife be tipping separately?"

"I saw a lot of character, or the lack thereof," says Holtzman, who says he can still carry three dishes in his right hand and two in his left.

"But for some twist of fate in life, they're the waiter and you're the one being waited on," Barnes says.

http://news.yahoo.com/s/usatoday/200...outcharac ter
Interesting read.
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Old 04-16-2006, 01:56 AM   #2
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Old 04-16-2006, 02:02 AM   #3
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very very true - i treat service people with a ton of respect - i grew up with a mother who would make me cringe in restaurants because she treated waiters and waitresses like they were beneath her. so i guess i'm supposed to be a great candidate for a CEO position with a Fortune 500 company - damn something went HORRIBLY wrong!

a rude waitress gets the same treatment as Jack Nicholson gave the bitchy waitress in the classic scene from Five Easy Pieces.

the Golden Rule really is golden and wise - treat people the way you would want them to treat you if the tables were turned.
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Old 04-16-2006, 02:05 AM   #4
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Completely agree with this. It is amazing what you can tell about how people treat those around them... especially those that they dont foresee an IMMEDIATE benefit from, whether business or personal.

Do unto others as you would have them do unto you. God bless all service people and wait staff for having the patience to do their jobs.
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Old 04-16-2006, 02:59 AM   #5
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ALWAYS tip yer bartender ;]

your drinks will get stronger!
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Old 04-16-2006, 03:10 AM   #6
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service staff rule
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Old 04-16-2006, 03:13 AM   #7
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Whebn Richard Branson did his reality show a couple of years ago he posed as the cab driver shuffling his contestants from the airport to his estate. One of the contestants didnt make it to the front door of the estate. Branson fired him on the spot for treating the cab driver like shit dring the ride. For some reason thats stuck with me since I firs saw it. Ive always been the type pf erson to treat everyone the same untill given a reason not to. Especialy serviceindustry people, cause ive worked jobs like that and know the shit they go thru
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Old 04-16-2006, 03:31 AM   #8
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Ive always been the type pf erson to treat everyone the same untill given a reason not to.
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Old 04-16-2006, 03:54 AM   #9
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I'm always nice to my waiters/waitresses. I don't want spit in my food.
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Old 04-16-2006, 04:08 AM   #10
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yet people treat eachother like shit in here... go figure
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Old 04-16-2006, 04:56 AM   #11
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I'm always nice to my waiters/waitresses. I don't want spit in my food.
Then you do it for the wrong reason...
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Old 04-16-2006, 05:33 AM   #12
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I always treat and tip well, because I've been on the receiving end. When I used to sling pizza's in college, a lady came in and literally threw the food at me because it wasn't hot enough. I'll never forget that.
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Old 04-16-2006, 07:35 AM   #13
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I agree, and I also treat and tip them well
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Old 04-16-2006, 07:54 AM   #14
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Some people in power seem to forget the importance of the blue collar world..

I watched 1 episode of a recent show where they housed a few younger, rich people with an equal number of blue collars and it was pretty sad how the rich talked down about their roomies... 1 called them peasants, others were nothing more than spoiled littel rich kids that had no idea what work meant..

If it weren't for the waiters, they wouldn't have their swank restaurants to be seen at..
If it weren't for the construction workers, they'd be living in cardboard boxes.. Oh wait.. if it weren't for the plant workers, they wouldn't even have the boxes..

and who do they think makes the, "Look at me" clothes that they wear...

The cocky of the wealthy would be lower than whale shit if it weren't for those that they feel so superior to..
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Old 04-16-2006, 08:22 AM   #15
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Originally Posted by Scootermuze

I watched 1 episode of a recent show where they housed a few younger, rich people with an equal number of blue collars and it was pretty sad how the rich talked down about their roomies... 1 ..
Survival of the Richest on the WB.. Gets better in later episodes as the rich kids atart dropping like flies. lol
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Old 04-16-2006, 08:28 AM   #16
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Scott McNeely CEO of Sun Microsystems and a scratch golfer takes people out on the golf course before big business deals. He pays all the caddies to report if the other people cheat. Scott says if they cheat on the golf course they will cheat in business...
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Old 04-16-2006, 08:43 AM   #17
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Theres some truth to what he says.
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Old 04-16-2006, 08:43 AM   #18
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ALWAYS tip yer bartender ;]

your drinks will get stronger!

true.....
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Old 04-16-2006, 08:53 AM   #19
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I say its true. Reminds me of the opening to Richard Bransons show where
he dressed up as the cab driver and the ones who treated him like shit
got the boot.
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Old 04-16-2006, 08:54 AM   #20
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Don't fuck with the people that handle your food.
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Old 04-16-2006, 08:56 AM   #21
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Richard Branson double post i usually read them ahhaha - anyways good bit
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Old 04-16-2006, 09:00 AM   #22
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very good article and very true
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Old 04-16-2006, 09:06 AM   #23
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Extremely good article and a very true one.
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Old 04-16-2006, 09:21 AM   #24
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Quote:
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Ive always been the type pf erson to treat everyone the same untill given a reason not to.
Same here.
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Old 04-16-2006, 09:32 AM   #25
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i worked for 3 years behind the bar of a club - so i know what kind of assholes are out there. and i learned already as a child to treat everyone equally - which i still do.

but this story is definitely true
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Old 04-16-2006, 09:46 AM   #26
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Ive always been the type pf erson to treat everyone the same untill given a reason not to.
same here...
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Old 04-16-2006, 09:47 AM   #27
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Great read that makes you take a step back and look at your own self.

Thanks ;-)
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Old 04-16-2006, 09:55 AM   #28
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The bottom line is people are people; regardless of their title or how much money is in their pocket, they all have intelligence and feelings and dignity.
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Old 04-16-2006, 09:57 AM   #29
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I was in the service industry for 10+ years before getting into Adult. Could not agree with that article more!!!

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Old 04-16-2006, 10:02 AM   #30
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Great read for a Sunday morning!!! I think the Golden Rule is often forgotten.
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Old 04-16-2006, 10:04 AM   #31
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everyone deserves courtesy... I'm always very good with the waitstaff we get. my gf and I are somewhat ridiculous tippers, sometimes tipping up to 50% depending on the circumstances. We also "bus" our own table, stacking dishes and silverware together so it's easier to take back to the kitchen.
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Old 04-16-2006, 12:22 PM   #32
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Here's a link to get your copy of the booklet mentioned: http://wwwxt.raytheon.com/communicat...tion=orderForm

I do my best to treat everyone with respect until they give me a reason not to. We're all human and we all slip sometimes, but I do try my best.
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Old 04-16-2006, 12:26 PM   #33
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Actually, sometimes I wonder if I drive the waiter crazy because I say "thank you" so much. Seriously, after taking my drink order, getting the drink, ordering food, getting the food, after they ask how things are going, asking for the bill, getting the bill, etc. I bet I say "thank you" at least 10 times whenever I eat out.
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Old 04-16-2006, 12:40 PM   #34
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very nice read , i treat waiters with lots of respect and i like it that way
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Old 04-16-2006, 12:55 PM   #35
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Quote:
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The bottom line is people are people; regardless of their title or how much money is in their pocket, they all have intelligence and feelings and dignity.


that's the bottom line!
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Old 04-16-2006, 03:01 PM   #36
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Quote:
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yet people treat eachother like shit in here... go figure
Good point.

I guess it's just part of the GFY charm
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Old 04-16-2006, 03:41 PM   #37
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Good article, but its kinda stating the obvious. "Assholes are assholes".
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Old 04-16-2006, 06:42 PM   #38
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I tip extremely well, I always have. My mom was a waitress when I was younger, and we lived off her tips, so I value what they do. That being said there is nothing I cant stand like poor customer service. It has nothing to do with net worth, house or car size, it has to do with not being a hahahaha because you got stuck in a dead end job.

At a bar in my hometown I pretty much drink for free. I get like 10 bucks charged on my card for my tab at the end of the nite. I also tip out 100+ through out the nite. I end up ahead, because I usualy am buying drinks for a few people who are with me when I go out.
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Old 04-16-2006, 06:45 PM   #39
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Also this reminds me of when me and my brother and sister in law went out to ruby tuesdays the other day. One waitress accidentaly spilled ice water on a table, the guys who were at the table were assholes about it, and the waitress scurried out of there to get someone to clean it up. Our waitress was walking by in a hurry (dinner rush) and slipped on the ice and fell flat on her face right by our table. She popped back up, cleaned the ice up, and didnt bitch at all and never broke bearing. She got overa 40% tip on a 60 dollar tab from us, I was shocked at how well she took it. She could have blamed the other waitress, etc. But she took an obviousley embarising situation, and made herself look good.
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Old 04-16-2006, 06:49 PM   #40
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Anyobody who ever worked a tipping-job needs no further instruction on how to tip and treat wait people. More CEO's should have tipping-job experience on their resumes -


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Old 04-16-2006, 07:18 PM   #41
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It reminds me of some of the people on this board actually. You see a lot of threads that talk down to sales reps, gallery builders, and everything else.
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Old 04-16-2006, 07:55 PM   #42
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i always treat my server well, unless they are total fuckups, but then i just go see manager and advise the of what happened.
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Old 04-16-2006, 08:09 PM   #43
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This was news about 25 years ago. Why is it suddenly new now?

Everyone deserves to be treated humanly.
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Old 04-16-2006, 08:53 PM   #44
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Interesting article RayBonga!

Ya don't have to be a CEO or in a restaurant - people speak volumes about themselves in the workplace, what they write - everywhere.

Remember having a meal with a guy and others in a restaurant. The restaurant had oak-panelled wall lining (real wood ). When the waiter delivered the first course, this guy was smoking a cigarette. Instead of using the ashtray on the table, he promptly puts the cigarette out out by grinding it against the wood panelling of the restaurant and thows the stub on the floor

Doubt it was a common occurance in that restaurant.
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Old 04-16-2006, 09:09 PM   #45
Romeo GaySearch4Sex
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so simple, and so true

I had similar experiences, although not as much, as a retail cashier a long time ago... maybe someone should keep tabs on the high profile webmasters at the next industry event ;)
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Old 04-17-2006, 01:47 AM   #46
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that is pretty interesting, thanks for sharing RayBonga.
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Old 04-17-2006, 01:55 AM   #47
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Interesting and true story.

I go to Ruby Tuesday about once a week for lunch.

2 weeks ago, I went with 2 friends who are black, I'm asian. We didn't get waited on for 15 minutes. Looking around I saw one waitress walk to us, notice it was a colored table and walked away. We ended getting another black guy waiting on us. I went off and jokingly said, "We didn't get waited cause we're black!" He actually said "Some of the people I work with say they are my friend, but then will prejudge a table because of color". I was like damn, where's your manager?

Last week, I went with 3 white friends. We got service in less than 3 minutes.

It goes both ways, human nature.
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Old 04-17-2006, 02:02 AM   #48
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It is true!
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Old 04-17-2006, 02:05 AM   #49
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That busboy or waiter, may one day be your Boss.
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Old 04-17-2006, 02:25 AM   #50
Webby
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Quote:
Originally Posted by Anthony
Interesting and true story.

I go to Ruby Tuesday about once a week for lunch.

2 weeks ago, I went with 2 friends who are black, I'm asian. We didn't get waited on for 15 minutes. Looking around I saw one waitress walk to us, notice it was a colored table and walked away. We ended getting another black guy waiting on us. I went off and jokingly said, "We didn't get waited cause we're black!" He actually said "Some of the people I work with say they are my friend, but then will prejudge a table because of color". I was like damn, where's your manager?

Last week, I went with 3 white friends. We got service in less than 3 minutes.

It goes both ways, human nature.
Sheesh....
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