The first thought was to begin this post with – ‘It seems News Café have suddenly become too big their customers’. Then I took a quick glance on Hello Peter, only to realize they’ve become giants and the customers does not matter.
We went to the News Café at the Emperor’s Palace recently after a comedy event, on a month end Saturday evening. Not being a restaurant owner, I would guess the last Saturday of the month would be one of the busiest times. It takes a whole franchise, 15 years of experience in the cocktail bar industry and experienced managers to conclude they need fewer waiters for that time of the month.
We got in, sat ourselves at a table that needed to be cleaned and thought it was temporary. A waitress finally attended to us 20 minutes later – still leaving the table dirty with empty glasses, till we called her back.
o A glass of Coke
o A double tot of Chivas
o Double Jameson
o And another soft drink
We then requested her to bring ice on the side.
What she heard
Take 30 minutes with our drinks. And oh, let the ice melt in them almost completely.
The long and short
We sat there for about 3 hours with every round of drinks taking no less than 25 minutes to arrive. The explanation was “the bar is busy this evening”, which the manager echoed after we spoke to him about the problem.
When I read on Hello Peter, it became clear that 54 complaints – in the past year – ranging from robberies to assaults by staff, revealed a different story.
Waiters and managers normally get grief from “fussy customers”.
While sitting there watching tempers flare from all the other tables, something else came to mind.
A flawed system is screwing your staff
Someone, other than me, also reported a similar issue on Hello Peter and it occurred around the same time. Guess what? It was for the same branch. Surprised?
Your system is inefficient when customers have the same problem. People would report the waiter and the manager without considering how the franchise puts this in place.
If you happen to be from News Café, or know someone who knows someone. . . . Please tell them to stop turning away customers in their shorts and go read Hello Peter here. They might get some insights from their customers.
Photo by: Dan Orbit on Flickr