The Restaurant Doctor - Electronic House Call

ELECTRONIC HOUSE CALL - March 30, 2001

My body is back from Tel Aviv . . . my brain is due any day now! I am enjoying a weekend at home, then head to Milwaukee on Monday for programs at the Midwest Hospitality Expo. The end of the week I will be in Dallas continuing work on re-inventing bowling center foodservice.

GO FIGURE
My speaking colleague, Rhoberta Shaler passed along a story about a very odd event that happened to her in a huge hotel in Nashville. It seems that she was at a breakfast buffet. The waitress brought her check before she even had her food. When she did not sign it as she was eating, the waitress offered to fill it in for her. Rhoberta told her that she would fill out the check when she finished eating and the waitress still wanted it done immediately. Rhoberta asked her if she was going off shift, and, no, she wasn't. Very odd behavior. Rhoberta's take on the whole event -- with which I totally concur -- is that if you want to be bigger than everyone else, you'd better be better than everyone else, too!

WHILE WE ARE ON THE SUBJECT...
Sheryl Nicholson, another speaker friend, told me of another restaurant (mis)adventure. Here is what she had to say

Recently I had the opportunity to stay a few days in Philadelphia. While there, a group of us decided to have dinner at a unique, historical tavern. George Washington had actually eaten there at the time the Declaration of Independence was signed. Everything surrounding us had been replicated in great detail. The servers were in period costumes and it appeared that the management was intent on keeping history. We were so excited and awed to be able to mingle and chat in such an inspiring room . . . and then came the "yesbuts".

A board outside displayed the description of the seafood special for the evening. Someone in our group chose to order it. Yesbut" came the reply. We were told that our party was too big to offer anything other than the printed menu to her.

Another from our group asked if we could order with separate checks....a "yesbut" again. Yes if we were smaller, but because we were not, it would be easier for the restaurant to just tally everything on one check and we could figure out who owed what before we paid. We were disappointed but quickly changed the subject as we ordered our meals. After all we were celebrating a special event….in a historical building.

Sixty minutes later our conversation slowed as our bellies began to rumble, WE WANT FOOD! One group member inquired, "Is there a problem?" "Yesbut." "Yes there was a little confusion about your order, but it will be right out."

Thirty minutes later, as our empty stomachs ROARED, we asked for the manager. The final "yesbut" of the evening. Yes, they knew there was no food out yet, but if we hadn't entered the restaurant at the same time as another party they wouldn't have been confused and grouped us together as one. Now food was on it's way.

A note from the Doc:
There are so many lessons in her story, but I am reminded of the words of San Francisco restaurateur Dennis Berkowitz in a sign that hangs above the door from the kitchen to the dining room"This restaurant is run for the enjoyment and pleasure of our guests, not for the convenience of the staff or the owners." To which I add that if you do not take care of your guests, you will get your volume down to a level where you can handle it!

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