While vacationing in a major city overseas, it was quite impossible for me not to notice how poorly tourists were being treated in some food service establishments. I will not mention the name, but it was a city that was flooded with tourists from all over the world.
Everyone knows, from big city restaurants to restaurants in resort areas, that tourists can be very difficult at times. But, when it comes to restaurant service, the reality is that one must get past the surface, and be most understanding of a tourist's situation.
Jet lag, being in a foreign place, unfamiliarity with the language
or currency are all factors that feed into the bizarre actions and
wacky behavior of a tourist. I won't even to exclude myself from
this category at certain times when traveling.
Instead of taking on these attitudes personally, a restaurant
operator or waiter must flip the coin to the other side where a
little compassion and understanding goes a very long way
regardless of the situation.
For example, I had just experienced a long, but most interesting
day touring the incredible and wondrous sights of this city when
all I wanted to do was get a decent, relaxing bite to eat.
As I kept walking into restaurants asking a simple question, I would receive
unexpected poor treatment in return. Now, everyone in
the world who goes out to spend the money to dine wants to relax
and feel welcome--not to feel intimidated or threatened in any way.
But, the latter kept happening to me time and again. So I kept
walking out of these restaurants in utter disbelief ---refusing to
plunk down money for a bad food service experience.
Then, I finally gave it one more chance at a small trattoria on a
little side street asking for one of my favorite dishes--
fettuccine with clam sauce. All of the other restaurants had turned
me down. They would only serve "spaghetti" with clam sauce and no other
variation.
But, this owner of the restaurant said "Yes, certainly
sir, whatever you would like us to prepare for you." So, I sat
down and enjoyed the entire "fettuccine with clam sauce" thoroughly.
Then, I ordered an excellent dessert, and the owner brought me a cappuccino on the house (pennies to make)-- with a big smile on his face.
Well, to say the least, everything was perfect: the meal and the
incredible customer service. The owner had relaxed me quite a bit
after a somewhat stressful day--as touring can be sometimes.
From that point onward, this customer service expert owned me. At
the end of each touring day, I kept returning to enjoy his
restaurant -–most happy to bring him the extra business.
As a restaurant service person, if you are going to put in the time
and effort into performing a job, why not put the ego aside
to please the customer with a smile and friendly service?
It really is the humane thing to do.
Otherwise, one is wasting precious time in this industry.
Restaurant service for tourists is always a double edged sword. On
one hand, it is very difficult to serve tourists for the reasons
mentioned above. Yet, on the other hand, their spending can often
make or break a business. These days, nobody can afford to lose
business simply because of a lack of courtesy and respect.
As time goes by, tourism will be increasing in this world as
people with more disposable income want to get out of their own
dwellings and find out the mysteries of other cultures. Just because
one tourist walks in a little nutty, doesn't mean they all will.
Also remember, these tourists will tell their friends about
their restaurant service experiences, even in other countries. I,
myself, will definitely recommend this particular restaurant to
family and friends who travel to this city in the future.
Who wants to take the chance of getting burned somewhere else?
Whether you are an owner/operator, manager, or waitperson, are you
treating tourists well in your establishment?
Put More Cash In Your Pocket!
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