Scripts or Skill: What is the best way to serve restaurant guests
Here is an interesting article I found from the Wall Street Journal about servers “reading” tables to adjust their service style to fit the customer.
While this is presented in the article as a new approach, it is really an “old” approach. Before McDonalds encouraged the next generation of restaurant owners to standardize everything in their restaurant in an effort to improve quality through consistency, servers didn’t really have training manuals. They picked up what they could from following other servers then made the rest up as they go. While this probably wasn’t the best approach to improving service in the industry as a whole, and may not best allow the restaurant to have service that reinforces a particular theme, it did yield servers who thought on their feet and could change their style of service to fit the customer.
Take a look at the article and leave your thoughts here on service, training, standardization of procedures and whatever else the article inspires you to talk about…