Cabernet Logic

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?

Part 2 - We're Too Busy for You!

Following up on Monday's Part 1, here was another customer experience disappointment from this past Sunday.

My wife and I headed into one of our favorite pizza places on the strip. This place has never been fast but we were in no rush so we figured what the heck. Well, an hour and a half later we still had not gotten our two subs - we didn't dare order pizza knowing the size of their oven.

I half complained, half joked with the GM and she honestly said, "We're really sorry, you know this time of year is not a good one for the locals to be going out...we've been backed up all week long."

I should note that there were only about 15 tables in the place - about 5 more than usual - and everyone was a bit miffed by the slow drink and food times. I was okay with it until she made that comment. She said it best, they know its going to be busy, why not hire more help? If acknowledging the poor service, why not offer a free cocktail or discount on the food? To simply accept it as fact and move forward makes me feel as if the business does not care one bit about the people that help them stay in business once the tourists go home. I did not want special treatment as a local, I simply wanted acceptable treatment as a customer!

Does your organization accept failure and advise your customers to avoid them, or does it take steps to correct the situation? Are you so happy to get new customers that you will alienate old ones in the process?

Similar to Monday's post, a good business must commit to consistent hours and consistent service - one day the tourists go home, and you better hope to have won over the locals/regulars!

Mix and Match Six Pack

For those reading along, here is a six-pack of reading from around the net:

1. Some say the adult film industry drove the home technology boom, so why not jump on the bandwagon with Wise Camel's "10 Sales and Marketing Tips I Learned from Strippers."

2. An amusing anecdote from Andy on taking personalization a little too far...WHAT?!? You have to be sincere and accurate with your contacts...seems like a lot of work. (sarcasm) While over at Andy's site, check out this posted gem that should remind everyone, "You never know which random person is going to talk to another, or which path leads to your next opportunity." As always a hat tip to Andy for great reading.

3. Seth Godin has insight on "How to Make A Million Dollars." What path is your company trying to follow?

4. Some wonderful financial reading from Get Rich Slowly. Its actually a summary of their best stuff from June but it was too hard to choose just one article. Enjoy them and enjoy the success they help you create....START your ROTH!

5. Alright, I admit, a shameless plug for Cabernet Logic here with this Customer Experience Nightmare.

6. ...and the news of the weird and wacky both come from AdFreak.com: For weird, how about the Oscar Mayer Wienermobile getting pulled over AND for wild, wacky and slightly wrong, check out this AD, I think its for a chicken place down under. (Click here for the YouTube Video)

The New Generation of Stock Tips

Here is a quick read from Get Rich Slowly...no wisdom, no business advice; just a great story about kids and their excitement with the world around them...

Enjoy!

PS - read the comments as they are as entertaining as the article.

PART 1 - Don't be Afraid of Committment

There are certain things I accept living in a "tourist" town - seasonal service, seasonal pricing and seasonal hours.

Of the 3, I think I can understand the hours the most, a business cannot stay open every night until midnight even in the winter months when there are few locals heading out for a late night burger....

...BUT yesterday i saw a sign in front of a fast food restaurant that read "Open until midnight and sometimes later!" Also yesterday I found this posted out front of my favorite ice cream shop: "Open 1PM until..."

"Gee honey, I am starving, I saw that place on the strip that might be open, let's load into the car and head out there on a gamble!" or imagine piling your 5 kids in the car and driving across the beach to find it was a slow night at the ice cream parlor and they closed shop at 8PM....

Just because some of your processes may be seasonal or exceptions to your norm, you still owe it to your customer to be consistent. How can you expect to build a base of supporters when you clearly cannot commit to their experience.

Does your business leave too much ambiguity in your customer's mind? How can you help clear up the confusion, you'd be surprised at how easy that answer often is.