Reading the Table: Help Your Wait Staff to Avoid Robotic Service

It all seems so simple: You've got a wait staff that is eager and friendly, efficient and competent. You know that guests appreciate those qualities in a server. So you put the two elements together and for the most part everything works out just great. But there are always those exceptions, those parties that seemed lukewarm when you asked about their experience, or in some cases have even been just plain turned off by it.

And the problem wasn't that the server made a mistake, forgot something, spilled something on someone, or that the service was subpar in any technical way. For whatever reason, the guest was just left feeling cold.

So what's up? One possibility is what I call the "Stepford Waiter" syndrome or put another way, servers who go into the robotic "Waitron" mode.

Wait Service is a Performance Art, Not a Place on an Assembly Line

We all have ideas about how we want the experience to be when we go out to a restaurant to eat. The problem is that not everyone has the same idea of how that ideal experience is going to take place. We all have our individual likes and dislikes. In fact, under differing circumstances, the same person will have different expectations. For instance, the father out for a casual meal with his family likely expects one type of experience. If he goes to dinner with business acquaintances, he is probably anticipating something with a different feel and tone. The point is that as a restaurateur or as a server, you have to adapt your service style, your "routine" to the varied and diverse people you encounter.

As a business problem, the issue gets down to this: If your guests cannot expect customized service in a restaurant, then where can they expect it? You might use a typical quick-service restaurant (QSR) as an example of automated service, but even the better QSRs take care of special needs, as it is practical. If you offer any kind of sit-down service -- casual or upscale -- you need to make sure that your servers are in tune with guests.

A useful metaphor for servers is clothing. Would you prefer an "off the rack," or a tailored suit? Some folks can buy clothing off the rack that fits fine, but most people look best with fitted clothing, even if the modifications are slight.