Efficiency versus Common Sense

I am sure to get some comments posted on this defending the restaurant, but this past weekend I was floored with a new restaurants seating policy.

Showing up at the noon hour for lunch on a Sunday, I expected to wait for a table at a new place in town. What I did not expect was that after waiting about 30 minutes, a group of 4 that showed up 20 minutes after us(us being a party of 2) got their name called and proceeded to sit down.

I approached the hostess and explained that I am certain we had been there much longer and she explained, "They were a party of four and we have been told to sit only 3 or 4 tops at table of 4." So in this small restaurant, they had crammed as many 4 top tables into their space leaving only 3 two tops...which apparently the long list of deuces were to wait for.

I asked to speak to a manager and she went on to explain that it "is best for the kitchen that they maximize the seating at the tables."

"Its best for the kitchen that they quit running customers off" I commented as I walked out the door.

Do your managers get so caught up in 'trying to be the model of efficiency' that they do not look at the bigger picture of the experience?

McDonald's in the 80s used to be twice as fast, they cooked 100s of burgers, sat them in the window and then served old crusty product...BUT they served it fast...why do you think they have switched to their new process of nearly cooking to order?

A customer is always willing to wait a hair longer for a better experience? Is your organization fast? Is it good?

How can you accomplish both?