Customer service can make or break a business, but customer behavior counts, too. A demanding customer can exasperate a restaurant server who is simply trying to do their job, but reasonable demands are sometimes mistaken by servers as unreasonable depending on tone.
A former high-end server called into "The Lawrence Jones Show" this weekend said that "tone really does matter." He told a story of having to fetch a patron clean forks three times because the customer was dissatisfied with the cleanliness of her utensils.
Lawrence Jones is so phobic of unclean forks and knives that he requests a cup of hot water to soak them. He pointed out that the tip a server receives really is dependent on the level of service they provide, which is greatly augmented by the tone with which it is delivered.