Laura Cook Newman //June 12, 2014//
The following scenarios occur during three different visits to the same restaurant. Imagine all variables like size of the party, day of the week, and time of day are consistent; the only thing that changes is the quoted wait time.
Scenario 1: You arrive and are informed there’s a 20-minute wait. Twenty minutes later, you are ushered to your seat.
Scenario 2: Checking in with the host you are told the wait is 30 minutes. Twenty minutes later, you are ushered to your seat.
Scenario 3: “The wait is 10 minutes,” the hostess says. Twenty minutes later, you are ushered to your seat.
In all three scenarios, you were seated in 20 minutes – a reasonable amount of time to wait for a table at most restaurants that don’t take reservations. But the time that was quoted had a direct impact on your dining experience.
I learned the fine art of the waiting game when I was a novice hostess at a busy neighborhood Italian restaurant. See if you spot the seven missteps in the following story:
“Your table will be ready in 10 minutes,” I’d smile, handing them a blinking black box that looked like a futuristic bomb. With no bar to sit at, the customers loitered in the doorway an frequently glared at the clock over my head while counting down the seconds.
At 10 minutes on the dot, they’d check in with me. “Gosh, I’m so sorry, it will probably be 10 more minutes,” I’d respond, my eyes nervously sweeping the room searching for table-clearing activity.
This went on for another few rounds – they’d approach my podium and I’d extend the wait time by two-minute increments. All in all that party waited 25 minutes for their table and were miffed! I’d hand off irritated customers to a server – now charged with righting this terrible injustice I created.
Looking for a little sympathy, I turned to my waitress friend who started as a hostess at the same restaurant. “When we’re slammed, just tell everyone the wait is 30 minutes. That’s what I did,” she replied, cool as a cucumber.
Now my friend is a little more easy-peasy-lemon-squeezy than me, but she had a point.
Here are the novice mistakes I made and how to correct:
Incorporating these tips shows your customer you are confidently in control of the situation, enabling them to relax. Easy-peasy-lemon-squeezy.