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Should Hooters, Tilted Kilt and Twin Peaks be held to the same service standards as other restaurants?
Check out Service Comes in Many Shapes and Sizes and give me your opinion about whether different types of venues and concepts call for different expectations of service. The example I talk about are the so-called "breastaurants", a concept decidedly out on the fringe.
Nevertheless, other kinds of pubs, diners, fine dining houses, gastrojoints, etc. often assume or expect their employees to be proficient in what they assume are universal rules of service.
More often than not those rules are simply the ones that the owners or managers or corporate decision-makers themselves learned somewhere else at an earlier point in their careers.
I contend that those rules are not universal, shouldn't at all be taken for granted, but in fact need to be re-conceptualized and defined to the last detail for each creation of a new restaurant or any other business for that matter.
Replies to This Discussion
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Permalink Reply by Savanna G Eckenrode on -
I think that all restaurants should be held to the same standards as the next. People go to a restaurant to eat and be served in a kind and welcoming manner. While having an attractive waiter makes for a better experience at a restaurant having one that does not know how to actually wait on you is extremely annoying. People's perception on beauty and attractiveness are all different. Just because the manager thinks a waitress is attractive doesn’t mean that his customers will think the same. I agree that entertainment and food service are becoming closer to each other but the main goal of a restaurant is to serve their customers. I believe that there should be a universal code that demands good service. Customers are the blood of a business and they demand good service. A code that establishes the rules for this service would help new restaurants do well and already established restaurants continue to provide good service.
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Permalink Reply by Reed Hearne on -
I agree with you that each restaurant should have a code for what constitutes good service. The rules for such a code would have to be painted in very broad strokes to be "universal", such as Servers should frame everything they do from the customer's point of view. It would be nearly impossible for every restaurant to have a universal code of specific rules because those rules vary so greatly from one venue to the next. For instance, it might be considered bad service in a fine dining restaurant not to carry everything into the dining room on a tray whereas that might be perfectly legitimate in a diner. Most problems arise when a restaurant doesn't define itself by its own code of service and rules and then follow through with policies to match. How often have you tried a new restaurant and thought to yourself, 'This place could be really good but it doesn't seem like they've decided what it is they're trying to be?' Too often managers and owners assume whatever they learned somewhere to be "proper service" is universally agreed upon which is clearly not the case when you break it down into details. And the details, as we all know, is the domain of the devil.
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