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    Slow Service

    We are a popular restaurant for both locals and tourists alike. Having been in business for many years, we noticed that although the number of customers we serve on a daily basis is almost the same today as it was 10 years ago, the service just seems super slow even though we added more staff and cut back on the menu items...

    One of the most common complaints on review sites against us and many restaurants in the area is that the service was slow and/or they needed to wait a bit long for a table.

    We decided to hire a firm to help us solve this mystery, and naturally the first thing they blamed it on was that the employees need more training and that maybe the kitchen staff is just not up to the task of serving that many customers.

    Like most restaurants in NYC we have a surveillance system, and unlike today where it's a digital system, 10 years ago we still used special high capacity tapes to record all activity. At any given time we had 4 special Sony systems recording multiple cameras. We would store the footage for 90 days just in case we needed it for something.

    The firm we hired suggested we locate some of the older tapes and analyze how the staff behaved 10 years ago versus how they behave now. We went down to our storage room but we couldn't find any tapes at all.

    We did find the recording devices, and luckily for us, each device has 1 tape in it that we simply never removed when we upgraded to the new digital system!



    The date stamp on the old footage was Thursday July 1, 2004. The restaurant was very busy that day. We loaded up the footage on a large monitor, and next to it on a separate monitor loaded up the footage of Thursday July 3 2014, with roughly the same amount of customers as ten years before.

    I will quickly outline the findings. We carefully looked at over 45 transactions in order to determine the data below:

    2004:

    Customers walk in.

    They gets seated and are given menus, out of 45 customers 3 request to be seated elsewhere.

    Customers on average spend 8 minutes before closing the menu to show they are ready to order.

    Waiters shows up almost instantly takes the order.

    Appetizers are fired within 6 minutes, obviously the more complex items take longer.

    Out of 45 customers 2 sent items back.

    Waiters keep an eye out for their tables so they can respond quickly if the customer needs something.

    After guests are done, the check delivered, and within 5 minutes they leave.

    Average time from start to finish: 1:05

    2014:
    Customers walk in.

    Customers get seated and is given menus, out of 45 customers 18 requested to be seated elsewhere.

    Before even opening the menu they take their phones out, some are taking photos while others are simply doing something else on their phone (sorry we have no clue what they are doing and do not monitor customer WIFI activity).

    7 out of the 45 customers had waiters come over right away, they showed them something on their phone and spent an average of 5 minutes of the waiter's time. Given this is recent footage, we asked the waiters about this and they explained those customers had a problem connecting to the WIFI and demanded the waiters try to help them.

    Finally the waiters are walking over to the table to see what the customers would like to order. The majority have not even opened the menu and ask the waiter to wait a bit.

    Customer opens the menu, places their hands holding their phones on top of it and continue doing whatever on their phone.

    Waiter returns to see if they are ready to order or have any questions. The customer asks for more time.

    Finally they are ready to order.

    Total average time from when the customer was seated until they placed their order 21 minutes.

    Food starts getting delivered within 6 minutes, obviously the more complex items take way longer.

    26 out of 45 customers spend an average of 3 minutes taking photos of the food.

    14 out of 45 customers take pictures of each other with the food in front of them or as they are eating the food. This takes on average another 4 minutes as they must review and sometimes retake the photo.

    9 out of 45 customers sent their food back to reheat. Obviously if they didn't pause to do whatever on their phone the food wouldn't have gotten cold.

    27 out of 45 customers asked their waiter to take a group photo. 14 of those requested the waiter retake the photo as they were not pleased with the first photo. On average this entire process between the chit chatting and reviewing the photo taken added another 5 minutes and obviously caused the waiter not to be able to take care of other tables he/she was serving.

    Given in most cases the customers are constantly busy on their phones it took an average of 20 minutes more from when they were done eating until they requested a check. Furthermore once the check was delivered it took 15 minutes longer than 10 years ago for them to pay and leave.

    8 out of 45 customers bumped into other customers or in one case a waiter (texting while walking) as they were either walking in or out of the Restaurant.

    Average time from start to finish: 1:55

    We are grateful for everyone who comes into our restaurant, after all there are so many choices out there. But can you please be a bit more considerate?
    My computer thinks I'm gay
    What's the difference anyway
    When all the people do all day
    Is stare into a phone

    #2
    I do not have a smart phone. I can use one but for medical reasons I cannot, so I am stuck with buttons. Or should I say I live life without Smart phones and it's great. I am all the time aware of the time people spend on them. Annoying to say the least. But I also feel quite liberated and free without one and feel sorry for those who live their lives through them.
    Tic-Toc. POC and DOC. Stop the clock.

    Comment


      #3
      They are evil boo-boo, I used to be like you, living a normal life, I want it back. Also anyone who takes pics in restaurants or of their dinners has a severe lacking
      My computer thinks I'm gay
      What's the difference anyway
      When all the people do all day
      Is stare into a phone

      Comment


        #4
        Fully agree. I hate sitting in restaurants with people browsing their phones. I am guilty of it myself at times but am trying hard not to do it
        "There are a lot of points that we’ve left behind and this is with a young group. That probably tells you what they’re capable of and that they’re a very good side.

        Probably next year or the year after next they will take some stopping"

        Anthony Foley, May 2016. Axel RIP

        Comment


          #5
          The most important button on any smartphone is the off button. We all seem to forget that.
          Yorn desh born, der ritt de gitt der gue,
          Orn desh, dee born desh, de umn bork! bork! bork!

          Comment


            #6
            Taking photos of food and posting them on facebook is something I'll never understand. Also, people who spend their time in the pub on their smartphone can't be given enough abuse.

            Comment


              #7
              only ever taken a picture of my food once, but that steak was epic
              The Source for this post is The Internet
              _________________________________
              I don't know Jeff!
              Munster Squad Tracker 2011/2012
              Munster Squad Tracker 2010/2011

              Comment


                #8
                Originally posted by Bosco View Post
                only ever taken a picture of my food once, but that steak was epic
                Chicken Hut is also photo worthy

                Roger Roger. What's our vector, Victor?
                --------------------------------------------------------------------
                RIP Anthony Foley - The greatest of great Munster men.
                --------------------------------------------------------------------

                Comment


                  #9
                  Click image for larger version

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                  Comment


                    #10
                    anyone got a link to that article above?
                    A few people I'd love to send it to
                    Life is good

                    Comment


                      #11
                      http://bostonherald.com/entertainmen...n_ruins_dining
                      "We will not walk in fear, one of another. We will not be driven into an age of unreason if we dig deep into our history and remember we are not descended from fearful men" Edward R Murrow

                      "Little by little, we have been brought into the present condition in which we are able neither to tolerate the evils from which we suffer, nor the remedies we need to cure them." - Livy


                      "I think that progress has been made by two flames that have always been burning in the human heart. The flame of anger against injustice and the flame of hope that you can build a better world" - Tony Benn

                      Comment


                        #12
                        Slow Service

                        My local pub has next to zero signal for anyone through its three foot stone walls and fortunately no wifi, bliss. Edit and on a hot day like today, with its stone floor it felt as cool as a cave.
                        Last edited by the plastic paddy; 17th-July-2014, 20:57.

                        Comment


                          #13
                          i give out about it, i mock people for it and i dislike it... but i do it myself.

                          not always, i'm actively trying to stop, but so much of our working and social lives are organised within that little piece of metal it's very difficult.

                          i would love if this move into wearable tech (smartwatches etc) encouraged a "glance at" take on information but i seriously doubt it. once the advertisers and click-bait sites get their claws into it things will probably get even worse.

                          the taking pictures of food is a pain in the arse though. i'm always giving out to the wife about it. lately i've started to post the calorie breakdown of every dish she puts on facebook which has slowed her down somewhat...

                          Comment


                            #14
                            I don't take pictures of food myself but it is a little churlish of restaurants to complain when they are getting free advertising. A clever restaurant would factor the photography into the service rather than complain about it.

                            Comment


                              #15
                              I've never had a smartphone. If I got one, I would always be at work. I use the wifes when I get lost and need google maps. It works out well for me I have to say.

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