From the Mouths of Waiters

Frank Bruni, the NYTimes restaurant critic, tries waiting tables for a week and describes the result in My Week as a Waiter. In doing so he collects wisdom from the waiters (who may qualify as bureaucrats, I'll have to think about it):

"'It's amazing,' Bryan tells me, 'how unadventurous people are....'"[in rejecting specials]

"Some people are interested in having the experience of being disappointed," Tina says.... [setting expectations too high]

"Jess tells me that enthusiasm is more important than definitive knowledge, that many diners simply want a server to help them get excited about something.

"You've got to fake it until you make it," she says...."

"Once again I try to tackle an entire section, seven tables in all. Dave is my minder. He tells me to make clear to diners that they need to be patient.

"If you don't control the dynamic, they will," he says...."