By Izzy Kharasch.
On the first Earth Day (April 22, 1970), the great cartoonist Walt Kelly, who created Pogo, came out with a poster that read: “We have met the enemy and he is us.”
Kelly was commenting about how we are our own worst enemies when it comes to the environment. However, that quote is now used for many things, and I am using it for today’s article. You probably take clients to lunch frequently or you may have restaurants as clients, so I hope you find this advice helpful.
It is important to understand that things happen, and it’s not always the restaurants’ fault.
So, if we have a bad time at a restaurant and we can’t blame the servers, the owner, the busser, the host or the chef, who’s left? I may get some blowback on this point, but as Walt Kelly pointed out, “We have met the enemy and he is us.” By that, I mean the customer.
Is the customer always right?
The simple answer is no. As customers, let’s try to take some responsibility for having a bad time.
One of the most common reasons we have a bad experience is because of our expectations of what the restaurant can do. A simple example is when we make a reservation for six at 7 p.m. on a busy Saturday night, but then we show up with seven people.
To us, “it’s just one more person,” but for the restaurant, it’s something that they won’t be able to accommodate. A table of six can’t accommodate seven guests – it is just that simple.
The restaurant may tell the guest that to accommodate the now seven-top will take an hour. Once the guest hears they need to wait that long, the anger, embarrassment and fireworks begin.
This is not a restaurant-created problem. The simple solution is for the guest to call the restaurant as soon as possible when their guest count changes. This will allow the restaurant to make the appropriate changes before you get there.
Also, we the guests must understand the restaurant may tell us that they can accommodate the new group at 7:30 rather than 7.
News flash: Restaurants sell food and drink!
Another common misconception on the part of guests is that it is OK to walk into a restaurant with food or beverage from another restaurant. This is unacceptable on every level.
I have seen guests walk into a breakfast diner with a cup of Starbucks and then are surprised when the restaurant asks them to throw it away. Right away, the customer becomes irate for being asked to dispose of a competitor’s coffee. What’s the big deal?
The restaurant sells coffee, and it is a big deal to them. Selling coffee is how the operation pays its staff and other expenses. They want their guests to enjoy their products and not take up precious space with people who feel they can bring their own food and beverages and just hang out at a table.
I have seen guests also get very upset when they bring in a birthday cake for a celebration, and then the restaurant lets them know that a) bringing your own dessert is not allowed or b) there will be a charge for bringing your own dessert.
Again, the restaurant sells food, including dessert. This may not seem like a big deal to the guest, but it is a big deal to the restaurant.
The fix is very simple: The guest should call the restaurant in advance and let them know someone in the group has a birthday and is it OK to bring a cake. If the restaurant says yes, no problem. If the restaurant says no, there is also no problem because now you know.
Reservations – The Single Biggest Bone of Contention
The most heated arguments in restaurants almost always involve reservations. Restaurants clearly state how long a table will be held and are usually flexible if a guest calls to say they’re running late. The problem is that many guests don’t call. They arrive 30 minutes late, find their table has been released, and are told there may be a long wait.
At that point, frustration turns into confrontation—but the reality is simple: a reservation is a commitment. If it isn’t honored or communicated, the restaurant must seat other guests and protect its business. Complaints won’t change that.
It’s no different than arriving at an airport gate after the door has closed and demanding the plane be reopened.
When they communicate, the customer is always right
Things go wrong when there is no communication. Let’s avoid getting upset or embarrassed when we go to the restaurant. If the size of your party changes (up or down) give the restaurant a heads up so they can be prepared when you walk in. Want to bring in a cake for a celebration? Call the restaurant and ask if they allow it.
In the past, many restaurants allowed guests to bring their own wine and pay a “corkage” fee. Today, most restaurants no longer allow guests to bring in their own wine. Don’t show up with a bottle and then be upset when they tell you this is not allowed.
Communicate first and you will always have a much better time.
Izzy Kharasch is the president of HospitalityWorks.com. Based in Chicago, he has worked on customer service issues with accounting practices and other professionals. He would be happy to conduct a seminar for your office. Contact him at: Izzy@hospitalityworks.com
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Tags: clients, hospitality, ratings, restaurants, SMBs
