Some restaurants don’t compromise. “No substitutions,” their menus declare, and their waiters seem to think patrons should put up or shut up. Unfortunately, for customers with celiac disease or food allergies, neither option works. Most of us would sooner get up and leave.
Any restaurant is free to choose to lose my business this way. I’m concerned, though, with those that do try to accommodate us. Third-party programs exist to train their staff in safe food service. But judging, for example, from the name of one of the big ones—NFCA's GREAT Gluten-Free Kitchens—these programs focus primarily (though not only) on the food preparation.
Customers rarely get to meet the chef or peek into the kitchen (though a chef who personally introduces him/herself, and who offers a tour of the kitchen, would be a “great” chef indeed). Though the chef, soux chefs, and line cooks could be doing everything right, we customers have no idea. We interact with the “front of house” crew: the host, the server, the bussers. And it’s there that many restaurants go wrong.
A special menu, though a start, is not enough. We need some special service, too. So how can waiters and waitresses get their their gluten- and allergy-free guests’ thumbs up? Check out my latest post on Based on a Sprue Story to find out.