Am I the only one questioning the legitimacy of this post? Why was it posted on Craigslist? That seems weird to me.
Also, some of the statistic seems unbelievable. 60% of customers asked the waiter to take a group photo? 17% of people bumped into someone while texting?
I felt like towards the end it started reading like one of those old style email chain letters with bulleted lists of fake statistics that support some kind of "kids these days"-tinted conclusion.
They wont show evidence. It seem manipulated for me as well. Never in my life I was in restaurant that could come any close to those numbers.
The only reason might be - this restaurant is focused on "Hipster" community known for heavy usage of their phones.
Also if user stays on his phone for so long I am sure he knows how to set Wifi without taking whole 5 minutes of waiter time.
And finally - 20% people sent their food back for reheating? I am not sure if there is different culture in NYC but from perspective of guest I my see 1% of returns in restaurants I go to.
This post seems like an instruction guide created by some restaurant union/organization to speed up the time and improve profits of restaurants by making people feel bad about using their phones.
> This post seems like an instruction guide created by some restaurant union/organization to speed up the time and improve profits of restaurants by making people feel bad about using their phones.
I'm a little confused about whether you essentially agree or disagree that the scenario(s) in the post are valid. If this isn't really a problem, as implied by your scepticism in the first few points, then why would there be any concerted effort to solve the problem?
The restaurant might identify a problem - few minutes longer serving time than 10 years ago caused by mobile usage.
Restaurants want to guide people to not use mobile phones less in NYC restaurants.
People use mobiles less = less time spent on serving them and quicker customer rotation.
Restaurant saves up to 5 minutes per customer which equals to higher profit margins.
Campaign is successful, marketing company responsible for it gets paid huge chunk of money as those few minutes in top restaurants is worth gold.
If this is the case you might notice soon in NYC newspapers/NYC food guides articles about culture in restaurants.
I have been doing "shadow marketing" for 7 years and such a strategy seems like a very good way to actually do this. It dosent seem to be effort of just one restaurant.
I am not saying this sound impossible - I am saying this sound extremely stretched - instead of 40 minutes we are talking about probably 5 minutes top unless they are Hard Rock Cafe which is 100% tourist oriented.
I don't see what's so surprising about the statistics. First of all, the footages they described were for just 2 days, so that's a small sample, which means that many of the large numbers may just be due to volatility.
"60% of customers asked the waiter to take a group photo?"
If a large percentage of customers come in groups (which makes sense), then that doesn't seem surprising.
"17% of people bumped into someone while texting?"
Maybe it's a small restaurant?
My problem is with the times they cite. They say that "on average" the group photo incidents took 5 minutes. That's utter BS. Imagine being at a table, having a waiter approach, and asking them to take a photo. You hand them the phone, they take a picture (maybe even fumbling to figure it out a little bit if they've never used that device before), hand it back, and you're either done or ask for another one. The second one goes faster.
All together that might take 30 to 40 seconds with a retake. Imagine actually sitting there for 5 minutes trying to take a group photo, and it's really ridiculous. 5 minutes is an eternity for one waiter to spend in a single visit at one table, and they say this is an average!
I don't think that it's that unreasonable. It's possible that this particular restaurant might be in a very tourist heavy area of NYC. Also, there might just have been an influx of customers taking pictures for that time period. Who knows...
I agree - this whole post is totally unbelievable. I eat in restaurants all the time and have never seen a single person take a picture of their food - group photos are rare and happen quickly. I call fake.
food STARTS coming in 6 minutes. That could mean a basket of rolls and some olive oil for dipping. Or maybe they have all the salads pre-made so they can whip out the salad course.
Six minutes sounds about right to me, if the food is not complex. Try using a stopwatch next time you're in a restaurant. The service industry is pulling some pretty amazing stuff, all the time.
this is actually the reason i believe it was published anonymously. i doubt anyone would have a problem suing any restaurant for using security tapes for anything but security incidents. even that marketing research is muddy waters legally.
I don't even think they have anything even resembling an obligation to explain themselves. I personally think the whole thing is made up, it's got too many telltale signs, but I'm sure they don't care whether or not I believe that. If true, they're basically doing a public service to other restaurants by sharing their findings. If false, they wouldn't be able to prove anything anyway. It's really up to them whether they want to be believed or not, and I'm guessing they don't care.
Is this a supposedly true story? Anecdotally as a server as recently as 2 years ago, I never experienced this. As a consumer during the entire iPhone era, I've never seen this. I don't believe this story, it has all the makings of something somebody made up:
1. No reference to the actual restaurant
2. No reason a busy entrepreneur would post this on Craigslist
3. Convenient coincidences (2004 - 2014 is ten years, finding exactly 1 tape, all the evidence lines up PERFECTLY against cell phones, not a single piece of data out of line, etc)
4. No way to cross check whether this is real or made up
I not only don't believe this is a real post, but I do not believe this phenomenon exists.
As a former server and bartender (and still part-time though not as much any more) in a busy resort/tourist town the current climate of customers coming in requesting seat changes and playing on phones is significantly higher than 10 years ago. In personal experience I would say that if a server has a 5 table section out of those 5 at least 3 will hold the server up while they play on their phone or talk among themselves before even looking at the menu.
On the flip side though, friends of mine that work in restaurants in less touristy areas don't seem to experience the same type of customers.
Based on this I think a lot depends on where the restaurant is and the type of customers it attracts. I think when people are on vacation (i.e. tourist) they tend to want to converse more with family/friends and take pictures of every little thing. Some even tend to be more "picky" about simple things such as seating.
To me it is an interesting observation, but I don't think you can draw a general conclusion about all restaurants just based on the experiences of one. It would be neat to look at multiple restaurants in completely different areas over the same period. From a restaurant perspective the "slow" customer is frustrating and costly and if there was a way to speed the process up it may be worth something to a restaurant. We went as far as hanging menus in different parts of the waiting areas so customers would look at them and get ideas before they were seated to help speed the process up for servers.
Also, the not-apparently-in-jest use of the phrase "you'll never guess what we found" in the article body suggests to me that the author is making a ham-handed attempt at a viral story.
Last time I was in a restaurant the service was slow because the server wasn't watching their tables. We were on the bar side and had gotten menus (and drinks) from the bartender. At least 10 minutes later we hadn't even seen a server yet. That's nothing to get upset about given the place we were in, but it's also not a good way to run a business.
I don't think anybody at the table had their phone out for more than a minute, and no pictures were taken.
> one restaurant in NYC has failed to keep up with this
How have they failed to keep up? Customer interactions are taking twice as long and consume significantly more of their staff's time, do we expect them to double their prices to compensate? Charge for Wi-Fi?
I found it to be a fascinating view into how cell phones and the internet have changed our interactions in an every day situation.
Well, one clue is that despite spending 10x longer on customer interactions, the waiters are somehow still able to immediately take orders -- no change there.
That reads exactly like something I'll see blockquoted on Snopes in the near future.
I'll probably be at Snopes because I'm replying to a Facebook repost by an older relative, the kind who forwarded pearl-clutching emails before they joined Facebook.
There are more than a few cafes and restaurants that I've seen in Philadelphia that have a sign indicating that as a restaurant, they do not allow the use of laptops or phones, and as best as I can tell, it's had no negative effect on how busy they've been.
There is obviously some truth to this, but the number seem made up (+50% of people talking pictures of their food seems funny, but doesn't seem realistic.)
My gut feel is that this is a heavily tourist restaurant in NYC (maybe in a heavily tourist area like Times Square or Rockefeller Center).
A few giveaways: lots of people taking pictures of food. Lots of people taking pictures of each other. Requests for WiFi (international tourists who don't have data plans). Requests to take group pics.
They mentioned it was on July 3rd. Thats a holiday weekend, perhaps the % of patrons that weekend was exceedingly tourist and thus were more likely to "document" their NYC holiday vacation than patrons in, say, mid november.
The fact that there are no conclusions about what the restaurant might to do fix the problem is a bit of a let down.
At the end of the day, social pressure to put down your damn phone is probably the best solution. But if the restaurant isn't up-scale enough to use social pressure, there are probably other options.
Given that a significant number of customers were requesting wifi access, I wonder if some sort of landing page could be used to encourage the customer to choose something more quickly.
Some other subtle tricks might work as well. E.g waiters might give an explicit time frame ("I'll check back in 3 or 4 minutes") instead of the more common open-ended "in a few minutes"/"in a bit"/"later".
It also seems like the "request to be seated elsewhere" problem would be easy enough to solve by allowing customers, when they arrive, to select a table or ask for the soonest available table. I have a feeling most parties would select the latter. And then there's an implicit agreement -- whether a table is selected or not -- that the person will sit where the waiter take them.
The pictures of food/friends/etc. is annoying and probably not solvable except by social pressure. Except maybe the hostess (or another staff member) could field these sorts of requests so that waiters don't get behind with other tables.
"Today's wifi password will be provided once you have ordered. Our in-house photographer will be happy to take a photo for you, please inform your waitperson."
[Of course no in-house photographer need be provided, or a waitperson could be designated, or you could outsource photographs if it proved popular; for a charge of course.]
It's not just in restaurants. I've met people over the years who take every empty second to browse stuff on their phone, heavily use FB, are always taking pictures and posting them, and constantly mentioning things seen online that don't seem to lead anywhere conversationally. It's a strange, strange world.
I go to places like this when I'm NYC, which has been a few times in the last year. Its probably Katz's Deli or Grimaldi's pizza or similar. Its one of those destination restaurants where you send a pic of yourself eating to yoru friends and family. It would be interesting to see similar data from Olive Garden-type chains to see if anything has changed in that space--probably a little. Mobile devices also make people more tolerant of a wait, particularly in line.
Just a funny side story; I was at a cafe for breakfast two months ago where a group of a half-dozen early-twenties diners came and sat down, ordered, then like clockwork photographed their food. What got me was that they paused to snap it, all got up, changed seats, and photographed their neighbours plate. One girl took out a DSLR once done with her iPhone.
We were outside, it was sunny but very windy and quite cold. There was also a line for tables. I felt a certain schadenfreude in knowing that their actions, as it delayed others who were waiting, ultimately meant a cold breakfast for them all. I suppose I can't fault those who would rather enjoy the visual sense of eating than the taste.
The data feels totally made up, but more importantly, I think the conclusion is a huge mistake: time per table has doubled from one hour to almost two hours, and the single culprit is the smart phone. I just don't buy it.
What a the point of offering wifi for phones at a restaurant? Don't they already have service? Its not like an airport where you might be there for hours without something to occupy yourself with.
Many restaurants, in addition to the dinner crowd, also service a more business-oriented clientele during the day. Wifi might be more necessary for working lunches, which laptops/tablets instead of phones are necessary.
More seriously, I like lunch meetings. I'd rather get out of work and back to the family an hour earlier than spend it idling with co-workers.
And often times, there's really not a good place to meet. Why drive 10-15 minutes, find parking, etc. at the nearest mall when you can walk down the street to the nearest restaurant in 5 minutes? Plus, I'd never invite a potential client to a mall plaza, esp during the summer...
I'm not really against lunch meetings, what I'm against is setting shop (taking laptops outs, or reams and reams of paper) and taking a long lunch in a busy place. ;)
On the rare occasions I get to eat out I find the waiter asks after about 1 minute if you're ready to order, if you're not ready then it can be 20 mins before they'll even pass your table again ... presumably the computerised seating plan/order system records average times [from seating to ordering] and the waiters are prompted appropriately (slightly early if the restaurant wants to push orders through faster)?
It's strange. I've had waiters ask if we're ready before everyone at the table has even closed their menus. I recall being taught to use the menu as a signal for whether you're ready or not. Is that not a thing anymore?
I don't necessarily think it's a thing that waiters know about these days - in my (admittedly limited - I'm more of a sandwich and fast food guy) experience of eating out, closing the menus doesn't seem to trigger interaction any sooner.
Good catch. Just wondering, has neighbourhood use pattern changed? From a predominantly business to mainly leisure/shopping focus?
Sounds like recent customers more 'event oriented' as well as having smart phones. Perhaps 2004 customers more utilitarian/eating for need? That could be checked by tallying group sizes.
i remember very clearly the first time i saw/held an iphone in person - it was maybe 4 months before the release and a group of my friends were at brunch in san francisco, in pac heights. one of my friends was working at apple (actually he still works there...) and had a test model on him.
needless to say the entire restaurant stopped eating and was staring at us/it, and we stayed at least 30 minutes longer than we would have otherwise. pretty sure the waiter was annoyed.
recalling that scene in retrospect is quite telling. also, this was only in 2007! not that long ago. i have pants older than that that still look good.
anyway, about the article... since the restaurant is in NY they should just put up a sign that says "using your phone causes slow service" or just ban them outright.
The fact that this has 133 points as of 7/24 is proof that, true or false, the campaign worked. It was shared on my FB feed 4 times today. People don't care if the stats are real because it resonates with them on a personal level.
Also, some of the statistic seems unbelievable. 60% of customers asked the waiter to take a group photo? 17% of people bumped into someone while texting?
I need more evidence that this isn't fake.