Please make note: bad behavior is not necessary. I have a log where I keep particularly troublesome stories from my 35+years in the service industry. What I notice lately is that the pandemic ‘period of empathy’ for restaurants is over. Folks post snarky reviews on social media…fake accounts in tandem with their real accounts; the fake ones being where they really let loose embellishing false details, etc. I can’t help or change these types of people. And thankfully they are few. But, by and large, there are more now than I have experienced before in this industry. Here, now, is an excerpt from my log…possibly a book someday? You tell me…
I like my job. I own and manage a busy restaurant with a very hardworking staff, both front and back of the house. When I say manage, I mean answer the phone, book reservations, contract all the special events, act as host/HR, run plates and execute payroll, tips, ordering, schedule, etc. While this is not often the normal protocol for a GM, it does afford me a very unique perspective. I have developed amazing relationships with guests who appreciate what we do. I would say 95% are very happy and enjoy coming back whether it’s once a year or several times a month. It’s the other 5% that puzzle you.
In the end everyone has an opinion and they are absolutely entitled to their opinion.
Read and understand:
*we in the hospitality industry spend most of our time taking care of others needs
*we all have bad days and are not perfect
*yes, there are two sides to every story
However, if you want something from someone, it’s generally best not to be a terrible person. It’s always better to be a Good Guest.