The New Zealand Concept of Service

A little while back I was out for dinner and had the extra-ordinary experience of having my just-emptied wine glass plucked from my hand by the server. 

They obviously weren't looking at what they were doing, and tables were being obsessively cleared while diners were still eating. 

While it was likely the urge to look busy in front of the boss was the motivation, it was as hospitable as a tax demand and the message it gave was: 'eat up and shove off'. 

That message is not that uncommon and reads that the workers are disengaged and haven't been adequately trained. As a consequence customers get to be fodder for trial-and-error training.

Why do we get service so badly wrong? Why don't we train properly and instill the idea that there can be dignity in helping people have a good night out? Why is looking busy more important than doing the right thing?

Management's job is to create the work culture, so looking at you, restaurateurs, and your training, not your staff.

And for god's sake, don't start clearing away before I finish eating!