What does a smartphone change? A complaint from a famous New York restaurant

New York has a restaurant where business is booming, but there are always guests who give a bad rating because the service is too slow. So the owner of the restaurant decided to hire a company to investigate for them and see what the reason was. They compared the 2004 and 2014 of the two years of the business scene surveillance video, a stunning discovery! Here's the restaurant's complaint on Craigslist ...

We are a popular local restaurant in New York City, both locals and tourists alike. Over the years, we've noticed that although we don't have an increase in the number of guests we serve every day, almost as much as 10 years ago, our customers are always complaining that our service is very slow, even if we add more staff and simplify menu items ...

There are a lot of complaints about our hotels on the Internet, and of course many other hotels in the area, the most common being: the service is too slow, the waiting time is too long.

We are determined to hire a company to solve this myth. Not surprisingly, the first thing they blamed was the employees, who thought they needed more training, and that they thought perhaps the kitchen staff were not competent to provide meals to so many guests.

Like most restaurants in New York, we have a surveillance system that is now digitized, but 10 years ago we used high-capacity tapes to record all of our activities. At that time, we had 4 sets of Sony's recording devices to record multiple camera shots. We'll store the video for 90 days, just in case.

So the company we hired suggested we find some old magnets to look at and compare the behavior of the employees with the present 10 years ago. So we went to the storeroom, but we couldn't find any tapes. Fortunately, we also have recording equipment, each device contains a box of tapes, was upgraded to a new digital system forgot to take out!

The date on the old movie appears on Thursday, July 1, 2004. The restaurant had a lot of guests that day. We also emit two monitors, as well as videos of 04 and Thursday, July 3, 2014. These two days, are Thursday, the number of guests is quite, only 10 years.

We studied the guests of each of the 45 tables for two periods and identified the following data:

The guests came into the shop.

They were taken to their seats and placed on a menu, and 3 of the 45 table guests offered to change seats.

The guests spent an average of 8 minutes browsing the menu, then said they could start ordering.

The waiter responds immediately.

The first course will be ready in 6 minutes, but the complicated dishes will take a long time.

45 table guests have 2 tables to return the dishes to the kitchen to reheat.

The waiter always keep an eye on the table they are responsible for and they can react quickly if the guests need it.

After the guests have finished eating, send the bill, in 5 minutes guests to leave the checkout.

The average time to leave from the guest to the restaurant is 1:05.

The guests came into the shop.

They were taken to the table, and the menu was served, and 18 of the 45 tables guests were dissatisfied with the arranged seats.

Before they open the menu, they will take it out, some are on the phone, others may be simply browsing the phone or playing the game (sorry, we don't know what they're doing, we're not monitoring the guest's WiFi).

The 7 Group of guests at table 45 would have the waiter come right away and show him what was on the phone, averaging 5 minutes. Given that this was the latest thing, we asked the waiter for information, and they explained that the guests had questions about the WiFi in the restaurant and sought help for it.

Finally, the waiter will take the initiative to the table and ask the guests what to order. Most people have not even opened the menu yet, and they will ask the waiter to wait a little longer.

The guest opens the menu, but the phone is still in hand, and they continue to do their own thing.

The waiter comes back to see if the guest is ready to order, or if there are other problems. The guest asked to wait.

They finally order some food.

It takes an average of 21 minutes to sit down from guests to their dish.

The first course will be in 6 minutes, but the complicated dishes will take a long time.

26 of the 45 table guests took 3 minutes to take pictures of the food before eating.

The 14 groups take photos of each other: put the dishes in front of them or look at what they are eating. It takes 4 minutes on average, because they also have to check the effect of the photo and, if necessary, repeat it.

9 of the 45 table guests will be asked to return the dishes to the kitchen for heating. If they don't have a cell phone and forget to eat, the food doesn't need to be heated.

27 of the 45 table customers will be asked to take a photo with the waiter. The 14 groups will also require a repeat, because they don't like the first photos. The whole process, including chatting with the waiter and checking the photos, takes another 5 minutes, and the consequence is obviously to keep the waiter away from the other table guests.

In most cases, it takes an average of 20 minutes for a mobile phone to be available from a guest to a request for a bill. Moreover, even if the bill is handed to them, it will take 15 minutes more than 10 years ago, until they leave.

In addition, in and out of the restaurant, 45 of the guests of the 8 groups will hit other guests, one is the waiter (the guest side of the road to send text messages).

The average time from entering the restaurant to leaving is: 1:55

Thank you very much for coming to our restaurant, after all, you can have other options. But could you please give us a little more understanding?