And of course, all this is to be done for minimum wage...
2
I guess I'm getting old, but these days, it's almost too much trouble to go out for food. I'd rather cook myself.
3
I don't get it. Why not just have an actual server, then?
4
I frequent the food stall next to Aloha Poke (Black Dog Gelato). The line management reads nicely in the NYT but doesn't help the rest of us moving around that place.
3
been there, done that, about 50 years ago...Horn and Hardart's Automat
3
Customer service seems to be disappearing, not just for food, but retail too. Try finding anyone to answer questions or do anything really in the typical department store for example. And forget the online experience where often there isn't even a reference in the web site for where to find an actual person to help. Anything these places can do to humanize the experience is fine by me.
5
Amazing there is not a single woman in this hospitality line up.
23
My best friend served in this role at a Chick-fil-A in Atlanta. Plus she cleaned tables and took out the garbage. The customers loved her. They fired her.
5
You should hire a reference librarian. Right skill set--friendliness, broad knowledge, good at figuring out what people want.
16
How right you are. As a retired university library director i am chagrined that I didn't have this exact idea. Brilliant. You are exactly correct that the skill set is the same. I would say they could hire a reference librarian as consultant.
2
I really, really hate to wait in line for food. I hate having to figure out a menu, and I'm pretty much of a foodie. The salads at various salad places are complicated to order. I do not want to be managed. I want to sit down and have someone take my order. Shake Shack gets a pass, but otherwise, all those "fast-casual" restaurants will get a pass by me, as I take my dining dollars to actual restaurants. The restaurateurs may nod knowingly to themselves, realizing that I'm not in their demographic. Yeah, well, my money is still green. No, wait, it's chip-encoded. I don't need a waiter to talk to me (and I really don't want to know her/his name) but I prefer an actual restaurant and my dining dollars are going there. "Fast-casual" is a trend that I hope passes soon. Tricking diners into being workers is hardly dining at all. After all, if I want to do the work, I'll cook at home.
18
I'm exactly the opposite. I detest table service for a casual meal. And identifying oneself as a "foodie" is a dead giveaway that you're a giant pain to deal with.
26
So you want to sit down at a table and have a someone take your order, but you don't need a waiter to talk to you? Officially confused. Glad I don't have to serve you!
1
My, how totally antiseptic and literally nonhuman: Order by computer, and then get it by such.
Feh!
Feh!
5
As long as it's not "Hal" I'm fine with it. And, as a bonus, skip the tip--yeah!
5
None of this matters to me if they spin an iPad around and show me a screen with a default tip of 20% for counter service, which gives you the choice of overpaying like a chump or manually entering a more reasonable amount.
32
I ALWAYS do the math to figure out the tip because although I think it's not legal to do so, some places still figure out the tip percentage AFTER the tax when it's supposed to be before tax.
4
Pep-talk to waiting customers? Perhaps it is cheaper than to enlarge the sitting area. I never go to any eatery where one would have to wait more than 10 minutes to be seated.
16
The cafeteria style dining line is exhaustive and there is often too much going on. As I get a bit older, I'd much rather sit down, in a nice comfortable chair and pay someone a generous tip for table service. I hate standing in line with my winter coat and shopping bags and then juggling a full tray.
When waiting in a long bakery line it's enjoyable when they send someone with samples to nosh on while standing and waiting. I was once waiting at a popular lobster roll place in Maine on a hot August afternoon and they sent young workers to hand out sun umbrellas and lemon wedge iced water. That made it all the more worthwhile.
When waiting in a long bakery line it's enjoyable when they send someone with samples to nosh on while standing and waiting. I was once waiting at a popular lobster roll place in Maine on a hot August afternoon and they sent young workers to hand out sun umbrellas and lemon wedge iced water. That made it all the more worthwhile.
36
Good point not covered in the article. As one gets older, one appreciates certain things: sitting down instead of standing up, for instance. It is possible to look out for the older customer without patronizing.
Just thought of a story. In 1983 I was in NYC for a few days visiting my sis. I went down probably 7th Ave a few blocks to pick up some things for dinner. Right in front of me in the little store was an old woman with a strong Eastern European accent who was fiercely bargaining for every item she wanted: caviar, pickles, whitefish, cookies, etc. The entire transaction took a long time. When she left, the woman behind me said that she does this every day, and this is the only store that still puts up with her. The old lady was a concentration camp survivor, they said.
Why tell this story? To show that every single person in the line has a need, even if never acknowledged. I believe that. My uncle Steve was headwaiter at the Shoreham Hotel in DC in the 40s and 50s and even though I was just a kid, he taught me a lot... a LOT about "customer service" in our brief encounters.
These restaurateurs are innovating the warp and weft of the future customer experience. One wonders how to bring in the experience and innovative ides of the generations of customers themselves?
Just thought of a story. In 1983 I was in NYC for a few days visiting my sis. I went down probably 7th Ave a few blocks to pick up some things for dinner. Right in front of me in the little store was an old woman with a strong Eastern European accent who was fiercely bargaining for every item she wanted: caviar, pickles, whitefish, cookies, etc. The entire transaction took a long time. When she left, the woman behind me said that she does this every day, and this is the only store that still puts up with her. The old lady was a concentration camp survivor, they said.
Why tell this story? To show that every single person in the line has a need, even if never acknowledged. I believe that. My uncle Steve was headwaiter at the Shoreham Hotel in DC in the 40s and 50s and even though I was just a kid, he taught me a lot... a LOT about "customer service" in our brief encounters.
These restaurateurs are innovating the warp and weft of the future customer experience. One wonders how to bring in the experience and innovative ides of the generations of customers themselves?
3
Travis Lett should hire that maitre d. I was in there on New Year's Eve and waited 30 minutes on that express line for bread at 11am. Then to be told they had run out of the type I wanted when I got to the register. Okay, I grew up in the food business and that happens. They told me it would be another 20-30 minutes for more to come out. Sure, I'll just pay and pick it up when it comes out. No, the poor frazzled guy said. I would have to wait for the bread then get back in line unless I could make eye contact with the frazzled guy. No maitre d to correct the situation so I headed to the renovated Rose Cafe down the block. They also have great bread and my guests loved it, minus my complaint.
18
sounds like TSA
5
Interesting that what used to be old fashioned customer service is now a "job". Neighborhood places have been doing this for years. I enjoy walking into a familiar place even when crowded knowing the owner/wait staff acknowledge me in a friendly manner and also understand when to back off.
43
My dad opened several Chinese bakeries in Flushing and Chinatown in the 1990's. He worked endlessly at the front door at the main flagship bakery, greeting customers, answering questions, helping with orders, and cleaning up tables as needed. He picked up good enough Spanish, Korean, Hindi, etc. to warm people's hearts as they entered. He watched for over 20 years as babies grew to young adults when their parents came in year after year to order their birthday cakes. He was tired and always on his feet. But he knew the importance of putting a face to the business. I'm glad to hear that these businesses are doing something very similar to engage with their customers.
71