Slow service at cafes - wait or walk?

i have had the same experience . seems like many mobs serve the drinks pretty early so that the customer wont go and then take the whole time in the world to even serve the easiest of the dishes !

pierce said :

There was an interesting article online a few months ago where a NY restaurant compared security video from 10 years ago and now (yes a small sample) and found that customers frigging around on their phones now means that they tend to stay at their tables up to 50 mins longer on average. (Takes them longer to look at the menu and order etc)

http://www.dailymail.co.uk/news/article-2690490/Service-time-restaurants-doubled-past-ten-years-customers-cell-phones-blame-claims-busy-NYC-restaurant.html

Small sample indeed. 45 customers. Not 45 tables – 45 customers. I don’t think a sample of around 10 tables’ worth can be cited in any useful way.

There was an interesting article online a few months ago where a NY restaurant compared security video from 10 years ago and now (yes a small sample) and found that customers frigging around on their phones now means that they tend to stay at their tables up to 50 mins longer on average. (Takes them longer to look at the menu and order etc)

http://www.dailymail.co.uk/news/article-2690490/Service-time-restaurants-doubled-past-ten-years-customers-cell-phones-blame-claims-busy-NYC-restaurant.html

It’s an interesting topic, but I wonder if a larger one is just that there are in fact too many cafes and restaurants?

As a result, very few of them run to “full capacity” every day of the week, and plenty must struggle all year around, where the frantically busy sessions on Friday nights and weekends are outweighed by the tumbleweeds blowing throughtheir premises for the rest of the time. Add to this the current uncertainty facing the city, and maybe even the busy times are not as reliable as they were a year ago..

I don’t think there’s anything easy at all about running any hospitality business, nor about working in one; although I do grant you that basic customer service is not rocket science. But trying to balance the numbers of staff with expected demand is no doubt a stressful experience. And I have to say that the majoirty of people I know in the industry DO work hard, and try to serve customers well.

I’m not suggesting any form of regulation around this, just making an observation. Perhaps many of these places get started up by people based upon the following assumptions;

(a) it’s preparing food; “I cook for my family at home, and the other stuff I can learn as I go. How hard can it be?”
(b) “There’s not much study required to start a cafe, and I don’t have time for it anyway, because I need a business which generates cash on a regular basis – quickly. I have bills to pay”
(c) “I just want to be my own boss. There’s (relatively) low barriers to entry here, and no-one to tell me what to do. That’ll do me.”

Hospitality does not appear to me to be a lucrative business to get into for many people (and I have no doubt the Pareto principle applies, where the best 20% of the establishments make 80% of the profit).

My other concern around this is that if the industry has such a scattered overall return on equity, we essentially have a lot of people who are wasting time being in hospitality. Not only are they not getting anywhere themselves, but there is a broader opportunity cost to the economy in not having people start up different types of businesses in other fields.

Thoughts?

If I know the food is good, I don’t really care about having to wait a while for it. Especially if it’s a weekend and I’m not in any hurry to eat. Sometimes my stomach might argue with me though.

For me, I care more about how long it takes to get served rather than how long it takes to get the food to me. If I have to wait in line or at a table for more than 5 mins before I can even give someone my order I’ll probably leave.

There’s a great place with waterfront views and a kitchen way too small for the number of tables. I won’t name it but anyone who’s tried to eat there on a sunny day will know it.
Maybe their mistake was opening during autumn when everyone wanted to huddle inside around their cosy fire. But warmer weather is really testing them – and I’ve got to say, the nachos are not worth the hour+ wait.
Having said that, I will keep going back for the beer, the music, the location, the views and the sunshine. A great Sunday session venue but no good for brunch or lunch.

I had a nice experience at a place in Wodonga not long ago. We ordered just on shift change so our order got lost. After about 30 mins we asked about our order and as well as an apology, we were offered a free drink for our next visit. Does that ever happen in Canberra; the free item as an incentive to come back after a bad experience?

Surely in the cut and thrust world of cafe ownership an operator would try and set up a Maccas style approach to fast service. Feed the punters as soon as possible and get the next lot in.

El Dorados Dickson – we ordered 2 steaks and after an hour waiting I asked a staff member where our meals were. I was told in a very rude manner that ‘it had only been 45 minutes’

dkNigs said :

The worst I’ve had was from café Garema, took us nearly an hour and a half to get our food, and CLEARLY half of it had been ready for a while as the toast was chewy and cold. They tried pulling the “we’re so busy” defence, but since half their tables were empty I didn’t really think that flew, as they obviously had room for more.

Arguing didn’t even get us that great of a discount, also due to the fact that half our group were so fed up they just wanted to pay and leave.

Will never go back there again.
(The juice was good, and quick though)

THAT is the worst you’ve had? I take it you don’t eat out in Canberra all that much. I’ve experienced worse numerous times from other places – especially Gus’. They are repeat offenders and if it’s up to me, I don’t eat or drink there.

I’ve only had one experience with Cafe Garema where the food took longer than 20mins to arrive at my table. They warned me when I ordered that there would be a delay, and the food still arrived faster than they warned me it would. I regularly go back there because the food is good and affordable, and it’s a rare day that I don’t get it within 15 minutes of ordering. They also do consistently good coffee.