Are You Finished Yet?

Picking up cues, not dishes, can make a big impression on your guests.

Cleanliness is next to godliness, especially in the restaurant business. But I think we've gone too far. I'm talking about the generally accepted practice of clearing away dishes while people are still eating.

This premature dish removal is mostly an American practice. Many diners, especially younger ones, grew up in an environment that didn't include eating meals together as a family. As a result, dining etiquette is a bit foreign or lacking to many.

Removing dishes before everyone has finished the course is impolite. It makes the slower eaters feel uncomfortable and subliminally hurries your guests, robbing you of potential dessert and coffee sales. Even worse is when a server interrupts a guest's conversation to ask whether they're finished. In short, it's bad business.

On the other hand, some guests get annoyed if the dirty plates sit in front of them. So, how can you maintain the balance? The simplest way is to watch for cues from the guests themselves, and keep some ground rules in mind:

• Never refuse a guest's request to remove a plate.
• Don't lecture or try to educate the guests à la Miss Manners.
• Keep an eye out for dishes pushed to the side or stacked up. This is often a sign that the guest would like the dishes removed.

In addition, conduct some simple training on the do's and don'ts of table clearing to help explain and reinforce this subtlety of service. We have provided a downloadable exercise that you can customize and integrate into your training program.

Properly staging a meal is an art. It can turn an ordinary occasion into a special event. In a case like this, your guests may not even be able to say what actually makes dining at your restaurant seem different, special, or better. But I guarantee they will sense it, and it will be reflected in the average check and in the tips they leave, and you've greatly improved your chances of creating a raving fan.

Bill Main, FMP, FCSI, is a nationally-recognized author, foodservice consultant, and professional speaker. His goal is to help you define who you are, where you want to go, and the best way to get there. Bill Main & Associates (www.billmain.com) offers a wide range of consulting services, resources and tools in the areas of strategic growth, marketing, menu, leadership, training, and management development.