And, for what it’s worth, customers can spot restaurants that have forgotten how to be kind the moment after we walk in the door. One of my worst ever dining experiences was at the Ritz, simply because they couldn’t find room to be kind about something. That was years ago. I still talk about it all of the time.
Kindness isn’t just a special sauce for hospitality. About 15 years ago, I worked for a retailer who realised this and showed the three types of kindness you highlighted- it was a virtuous circle. As senior management changed and the kindness started to ebb away, I left, as did many customers.
I couldn't agree more with this. I will probably be boring on to people about how wonderful the service was at Caper and Cure to my dying day. It just seemed like second nature to them to be caring and friendly, I felt like a regular even though it was my first visit.
I do understand however when service is just 'fine'. I know not everyone loves their work and it can be difficult to keep up the energy on the floor on a quiet weekday lunchtime. That must be a challenge for a restaurateuer, to maintain standards at all times.
It's funny that you mention Maison Francoise. I went there earlier this year and felt a palpable shift in the atmosphere when I ordered a 'cheap' (it wasn't really) carafe of wine. The previously upbeat and friendly sommelier's face dropped and I don't think he touched the table again throughout the lunch. He might as well have said 'God, I'm not going to make much of this table am I?' out loud as it was written all over his face. It was odd because it was a quiet lunch and I had ordered some of the pricier a la carte items. I won't go back because of that. The food was just OK and there are so many other options in London that there's just no need to risk it a second time.
I would also say that as memorable as fantastic service is, it really is worthless without great food. I don't mean fancy pants fine dining, although I am partial to that, just a great version of whatever the restaurant is serving.
I like the post, but I think there’s a huge difference depending on the style of the restaurant. Of course, kindness can feel great even in a fine dining setting, but that’s not what makes me return - it’s the identity of the place.
In contrast, at a more casual restaurant, the atmosphere and friendliness play a much bigger role in shaping the overall experience.
I think it’s important not to conflate kindness with generosity/ money. I’d argue creating a friendly atmosphere in a casual restaurant is still using kindness to their benefit!
And, for what it’s worth, customers can spot restaurants that have forgotten how to be kind the moment after we walk in the door. One of my worst ever dining experiences was at the Ritz, simply because they couldn’t find room to be kind about something. That was years ago. I still talk about it all of the time.
It’s remarkable how much weight we place on our least enjoyable experiences. Those experiences really can do more damage than restaurants realise.
Kindness isn’t just a special sauce for hospitality. About 15 years ago, I worked for a retailer who realised this and showed the three types of kindness you highlighted- it was a virtuous circle. As senior management changed and the kindness started to ebb away, I left, as did many customers.
Absolutely, it’s pretty remarkable in all areas of life.
I couldn't agree more with this. I will probably be boring on to people about how wonderful the service was at Caper and Cure to my dying day. It just seemed like second nature to them to be caring and friendly, I felt like a regular even though it was my first visit.
I do understand however when service is just 'fine'. I know not everyone loves their work and it can be difficult to keep up the energy on the floor on a quiet weekday lunchtime. That must be a challenge for a restaurateuer, to maintain standards at all times.
It's funny that you mention Maison Francoise. I went there earlier this year and felt a palpable shift in the atmosphere when I ordered a 'cheap' (it wasn't really) carafe of wine. The previously upbeat and friendly sommelier's face dropped and I don't think he touched the table again throughout the lunch. He might as well have said 'God, I'm not going to make much of this table am I?' out loud as it was written all over his face. It was odd because it was a quiet lunch and I had ordered some of the pricier a la carte items. I won't go back because of that. The food was just OK and there are so many other options in London that there's just no need to risk it a second time.
I would also say that as memorable as fantastic service is, it really is worthless without great food. I don't mean fancy pants fine dining, although I am partial to that, just a great version of whatever the restaurant is serving.
I like the post, but I think there’s a huge difference depending on the style of the restaurant. Of course, kindness can feel great even in a fine dining setting, but that’s not what makes me return - it’s the identity of the place.
In contrast, at a more casual restaurant, the atmosphere and friendliness play a much bigger role in shaping the overall experience.
I think it’s important not to conflate kindness with generosity/ money. I’d argue creating a friendly atmosphere in a casual restaurant is still using kindness to their benefit!