Think about service in Cape Town – in restaurants, specifically. And I say it with gentleness and compassion, but these bastards just. don’t. geddit.
And they don’t, because they don’t need to. If you’re running a cheap and cheerful joint on Long Street, for example, chances are that a large percentage of your clientele will be once-off, wide-eyed, Africa-struck occidental tourists. Who will always be threatening to come back to Africa and go to that restaurant again, once their insurers have settled all the theft-related claims after the trip.
But effectively, it doesn’t matter whether anyone ever returns.
Service Shmervis
So if your service is sterling or if it’s shit, it doesn’t matter; there’ll always be a tsunami of ignorant out-of-towners who’ll roll in and find the lack of customer orientation quaint. Well I have news for you, fuckers. There’s a factor called “local clientele”, and they’re gonna be out to end you if the service is kak. Aks me, I’m one of those people – yes, them kind.
What happened to training a waitron before putting him or her on a shop floor? What happened to product (read: “menu, ingredients and specials”) knowledge? What happened to meet, greet and seat? What happened to alert and aware, and the customer is always right?
I did not order a fucking bovine burglar
How in fuck’s name can two different Cuban-style restaurants in Cape Town serve me beef burgers when I explicitly ordered the chicken varietal within the space of two weeks? How can their waiters just assume I wanted the beef option if they didn’t bother to listen when i said CHICKEN?!
How many send-backs do you need to get before you’ll make your waiters aware that they need to double-check?
Breathe. Now here’s the great news.When you’re selling something where the product and supporting service experience are virtually indistinguishable, average product quality and excellent service trumps brilliant quality and shite service.
If you want to, you can go open another Cuban restaurant in Cape Town. You’d put the competition straight out of business – provide that your fares are fair and you train your staff to be service oriented.
It’d be like taking candy from a baby.
Rant closed.