Restaurant Watches Old Footage Of Customers And Uncovers A Shocking Truth.

Discussion in 'News / Current Events' started by Revmitchell, Jul 16, 2014.

  1. Revmitchell

    Revmitchell
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    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?

    http://www.lifebuzz.com/restaurant-truth/
     
  2. thisnumbersdisconnected

    thisnumbersdisconnected
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    When my wife and I go out to eat, we see this scene acted out repeatedly, though not as prolifically as the NYC restaurant the blogger owns. Still, even in Kansas City, were we consider ourselves to be exceptionally considerate and polite, we see people, especially young people, doing this exact same thing. You can see the exasperation on the wait staff's faces as they walk away from the table, but they never let the customer see it.

    I consider my phone a lifeline. My subs use it to call me at all times of the day, though they also know if I don't answer, it is because I'm in a session and I will call them back as soon as possible. My phone has the web, email and text features that help me do both my jobs better.

    But go to a restaurant and use my phone to take pictures of food and my wife eating food, and group photos of friends and us eating food when we're in a busy restaurant? That is the absolute height of inconsideration and we would never even consider it. I've got better uses for my time. Who cares where I ate or what I had or whether I enjoyed it or not? And what makes people thing other people really care?

    What is wrong with people today?
     
  3. InTheLight

    InTheLight
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    I knew the delays would be caused by people playing with their phones.

    I have taken photos of my meal before, I think I've done this twice. Both times it was at expensive restaurants. I can see taking a group photo if it is a special occasion, like a birthday and the people attending met up at the restaurant and then are going to leave the restaurant and go home. In other words, there would be no other opportunity to take a group shot. Otherwise I make it a point not to take my phone out.

    What is so pressing that you can't go without looking at your phone for an hour?

    (Of course, if I had TND's celly, I'd be playing with the camera all the time!)
     
  4. RLBosley

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    Craziness.

    [​IMG]
    A lot.

    ------------------

    And I never understood this trend of taking pictures of your food. I've gone to some nice restaurants, and I don't think I've ever taken a picture of the food, I'm more concerned about eating it!

    I think the only food I've ever photographed is something that I made in order to prove to my wife/friends that yes I can actually cook something without the house burning down. :)
     
  5. Rolfe

    Rolfe
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    Baptist seminarians...:laugh:
     
  6. RLBosley

    RLBosley
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    Can't be, the girls shorts are too short. :smilewinkgrin:
     
  7. Rolfe

    Rolfe
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    Mission field: Greenville, SC. :laugh:
     
  8. just-want-peace

    just-want-peace
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    Careful now, that's where I spent the first 1/3 of my life!:smilewinkgrin:
     
  9. thisnumbersdisconnected

    thisnumbersdisconnected
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    Haven't been to Midwestern, then. :laugh:
     
    #9 thisnumbersdisconnected, Jul 17, 2014
    Last edited by a moderator: Jul 17, 2014
  10. church mouse guy

    church mouse guy
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    We go to expensive places like White Castle but we don't use cell phones there.
     
  11. thisnumbersdisconnected

    thisnumbersdisconnected
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    No wonder we never see a picture of a "crave case with cheese" on social media. :laugh:
     
  12. InTheLight

    InTheLight
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    We call 'em "sliders with vinyl" up here.
     
  13. preachinjesus

    preachinjesus
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    Our staff has a rule that when we go out to eat together we place our cellphones in the middle of the table. The first one to reach for theirs and grab it has to pay for everyone. We've had wonderfully productive conversations since this rule was established.

    Nothing will ever make me forget the time I went out with the senior pastor of one of my early churches. He had his cellphone (not a smartphone at the time) glued to his ear and talked the entire meal. It was just me and him. I almost got up and walked out. We were supposed to be meeting for our mentoring session.
     

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