I still remember. It wasn’t just the act of providing an excellent service experience. Service was the way it was done. From the time a tuxedo clad maitre’d walked us to a white linen-covered table, a napkin gently shaken out and laid carefully across my lap, through the crumbs being brushed from our table as dessert and coffee were served with grace, this kind of elegant service was in style. Anything less than pristine service in my grandparents day signalled the end of a successful restaurant business.
Now, fast forward 50 years. Service culture has frequently been lost to rapid turn-over of employees, profit first mentality, and a crescendo of automated processes. A great service experience has become the exception, not the rule. When did we go from being shocked by poor service culture, to being shocked by finding a service culture that is GREAT?
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