So often, as we become familiar and comfortable with our work, we become more relaxed as we go about it. In many instances, this is a good thing -- as we interact with others, we are at ease, the friendliness is genuine and our service comes naturally. The drawback? We forget that we are being observed -- by customers, potential customers, supervisors -- and we are always making an impression on others. 

Over the weekend, my family was out and we stopped for dinner. Being Saturday evening, there was a wait for a table -- 20 to 25 minutes. It gave me time to people-watch, and several things caught my attention:

1.  The lobby area was full of people waiting for to be seated.

2.  There were several tables within my immediate view (five or six) that sat empty for at least ten minutes, waiting to be cleared and re-set.

3.  Due to the configuration of the kitchen area, it was possible to see where the servers were and what they were doing at all times. There were at least four or five who clearly had some free time on their hands, despite what appeared to be a very busy time for the restaurant as a whole.  

During our wait, I observed one staff member walk through the section that had at least three empty, dirty tables. I recognized the look on her face -- she was surveying the status of the area. Normally, I would applaud her interest in how everything was going, except she turned and walked back to the kitchen, making no attempt to clear or take anything with her on her return trip. I observed several employees interrupt those who were clearing tables in order to have a private conversation; meanwhile at least 15 to 20 guests stood waiting.   

Interestingly enough, not once did I see a server glance over at the gathered crowd in the lobby or acknowledge our presence. To them, we were a routine part of their job ... get 'em in when they get around to it. Perhaps they forgot that service begins when we walk in the door, and yes, those are tips in our pockets!

I know first-hand how difficult working with the public can be. I spent many years working on the other side of the counter, providing service, answering questions and taking responsibility for that which I had no control. When you are busy and people can see that you are working hard to take care of them, they tend to be more understanding -- the obvious typically needs no explanation. But when comfort and familiarity generates laziness, tolerance tends to disappear as well.    

I did have a very pleasant conversation with the manager, a woman who was clearly working diligently to meet the needs of her customers. I shared my observations and asked that she take them in the spirit they were intended -- as an observer who understands the responsibilities of the work involved; as a customer; and also as a professional who know the importance of never forgetting that you are always on view. Always.