Every now and again you may hear people talking about an experience they have at a restaurant.
Here is a sample scenario.
The restaurant has posted hours of 10:00 AM to 10 PM. The restaurant hours are posted on their website, their Yelp page and on their front window.
A person, couple or group walk in at 9:55 PM expecting to be served.
Here is the typical battle.
Some people think the person, couple or group are out of line expecting the restaurant to serve them so close to closing time.
Some people think that since the restaurant is open, a person, couple, or group walking in a few minutes before they close is fine.
Before taking sides, lets restate the obvious.
According to the restaurant’s published information, they are open from 10 AM – 10 PM. The restaurant is open, preparing food and ready to accommodate customers.
A person, couple or group walking into an open business has a legitimate expectation of being served.
The arguments made by those who believe “customers are out of line for walking in so late ” make several points. First, the kitchen is already in the process of cleaning up. Second, the staff wants to get home when their shift is over. Third, how fresh can the food actually be just a few minutes before closing? Finally, just because a place is open, doesn’t mean that they are cooking.
The argument being made by the “restaurant is open, a person or couple or group walking in at any time is fine” is simple:
* If you say you’re open, you’re open.
Of course a restaurant has the right to refuse any business. If they really do not want to serve people at 9:55 PM, they just need to inform the customers. They can simply say that the kitchen is closed. It is fair. It is understandable. It just does not make them right.
The person that greets the customers first can simply say “since it’s so late there is just a very limited menu available.” That limited menu could be true. However, because the hours do not state the limited menu with its later hours, it is not being advertised correctly.
What’s the most reasonable way to handle these late night feasters?
A simple change to the restaurant signage, an update to it’s website and it’s Yelp page.
“Open at 10 AM – 10 PM. LAST SEATING AT 9:30PM”
This simple change makes it clear. The restaurant opens its doors at 10 AM. It closes its doors at 10 PM. No customers will be seated after 9:30 PM.
Believe it or not, I have been vilified for making that suggestion on other threads. No one can tell me why that is a bad idea. By simply adding LAST SEATING AT offers clear communication. It gives the staff a proper reason for rejecting the 9:55 PM customer. It also educates potential customers to avoid false expectations.
Another alternative would be a sign that says:
Open from 10 AM – 10 PM, Limited Menu after 9:00 PM.
Like the previous suggestion, this wording sets accurate expectations for staff and customers alike.
Until things change, a restaurant should expect to serve customers during their posted hours. If seating someone at 9:59PM is something you do, serve them.
It would be nice for people not to walk into a restaurant 3 minutes before closing. Can you blame a hungry customer for wanting to give a business money during their posted hours of operation? Especially if you let them in, seat them and hand them menus?
What do you think?
Things Tom Thinks You Should Think 