Since I’m in the biz, I can’t stop watching and analyzing operations in restaurants… often times to my wife’s dismay! I look for missed opportunities and often suggest to the managers a slight change that might make a big difference. Recently, I was at a diner where my family and I enjoy dining on a regular basis. The place is always packed on the weekends and the speed of service is… fair. The food offsets the wait for a seat and the time it takes to get served. The diner is an open-kitchen operation. You can sit at the counter and watch the sausage being made. A couple visits ago, the place was a madhouse. Customers were waiting, the kitchen staff was arguing and the food was moving slowly and with little accuracy. Remakes were clogging the already bogged down line.
In the hour or so I waited for my food, I drank coffee and watched the craziness, I noticed something. The font on the tickets was too small! The confusion in the back was being greatly increased because the tickets were hard to read. The staff had to actually pull the tickets off the rack and hold them up to their eyes to see what they said. On top of that, everyone had reading glasses on their heads. They needed two hands to read each ticket! (more…)