No matter how many times we focus on a restaurant experience, no matter how fabulous the food or how beautiful the space, the real “decider” remains service. Somewhere between too much attention and flag-waving to get a raised eyebrow, we expect to receive some acknowledgement of our existence. After all a restaurant is a public space that has invited us to partake of its creative juices. We are not eating out to be intimated, forgotten, or embarrassed. All situations that can occur. We are smart with our dining dollars and know that we do not have to make the same mistake twice. Money does talk.

Nothing rankles diners on surveys more than issues of service. What is most important to a restaurant experience: Service. Overwhelmingly it is the one memory that diners unequivocally share. Many cannot remember the meal details other than comment that the food was good or even terrific, but when you ask for a full accounting of the evening, many start and stop their interplay with some comment about service. No one likes to be treated less than special in someone’s home. A restaurant welcomes you into its home. That’s what the hospitality industry is all about!

So listen up: Do not fawn; nor ignore. Train your staff to recognize the cues from a diner, to read the guest. Training never stops; it is an ongoing restaurant responsibility that impacts significant impressions.

We don’t need a silver platter. We want a service-oriented experience that complements the chef’s creations.