What would you do ??....911

First and foremost let me say thanks, Alan. The crew appreciated it more than you could know. When my engine company went out to eat in any restaurant it was almost a guaranteed way to get a run. The food is delivered and the tones drop. You can't get a go box, you get up and leave. When we finished the run we would go back and pay up. Never had a problem and the owners understood. While sitting down to a meal in a great restaurant while on duty was a rarity you do get tired of eating firehouse meals or fast food. It could have been a special occasion for one of them: a retirement, a reassignment, a promotion, the birth of a child. All of the uniformed services are on duty 24 hours a day, 7 days a week. Holidays, birthdays, anniversaries are second to the duty. And I do think they feel privileged. The privilege of doing a job that matters. The privilege of duty, honor, respect, commitment. Thanks for acknowledging that for them. We didn't walk on water but we damn sure did walk through fire to do the duty.

Very well said Ed! Unfortunately not everyone understands it nor looks at it that way.

Alan,

I've been thinking about this since last night, and it has taken me awhile to formulate a response. While I'm not in the restaurant business, I do teach business writing (and I might fictionalize this situation and re-use it with students) so I feel I have some perspective. Seeing as you asked "what would you do" and not "was I right," I'll answer accordingly.

The very problem you have as a business owner is not if your policy is right (in some moral, beliefs sense) but how that policy plays out in a PR sense. The key, it would seem then, is to do whatever you can to prevent negative experiences from arising. If these firefighters are regulars, I wonder if you could work out a system with them where they could alert you in advance and you could seat them without causing too much disturbance with waiting guests. I understand that the firefighters have schedules that change by the minute, but even a "we're on our way" phone call could give you a little lead time. You could pass that heads up on to the hostess and she could reference their "reservation" when they walked in.

Now there's nothing wrong with putting your politics front and center and holding fast to them as a business owner (see, for example Roger Baylor). Doing so invites criticism, though. But if you really believe in this policy and are willing to possibly lose customers over it (and endure possible bad "press" via word of mouth and technology reports), then, by all means, roll out the red carpet.

2 additional thoughts:

1. The insinuations by posters that there's something wrong with the customer who complained are completely unfair, especially given the mantra on this forum that issues should ALWAYS be brought to the attention of the manager or owner. She might not be the one with an issue.

2. The real problem for me with the policy is that the restaurant business operates on the principle that, apart from reservations, everyone who can afford to pay their bill is served on a first-come, first-served basis (while accounting for party size). To operate under another seating order is to open yourself up to criticism. I didn't say that to do so is right or wrong. I just said it opens you up to criticism.

Very well said Ed! Unfortunately not everyone understands it nor looks at it that way.

Mark,
I'm not trying to be confrontational here but what exactly don't you think others understand about this issue?

Do you feel that firefighters or other uniformed service members deserve special treatment at restaurants based solely on their chosen profession? I don't have any problem with that as long as the person/restaurant providing the special treatment is doing so because they want to. But they should not feel pressured into doing it by societal morays.

Ed, you were a firefighter and you and others you knew felt privileged to do that important and dangerous job and likely didn't need others to recognize your actions. People in such career fields are motivated to do their job for their own reasons and will do it regardless of recognition. This trait is not limited however to uniformed service members alone but exists in all other forms of work whether there is a dangerous component or not. People working in all careers take pride in what they do and just because someone chooses to “walk through fire,” confront law breakers, or serve under arms in hostile environments does not (in my opinion) automatically entitle them to more respect than a chef, restaurant owner, brewer, etc. Should we think less of others simply because they were not members of a uniformed service

I admire firefighters, police officers, my son is an Airman, and I'm a retiree so my respect for the uniformed services is great. I also respect other career fields which employ people who are dedicated to doing their best and contributing to society. What I don't respect are elitists who think they are better than others and deserve to be treated as such. I've known many cops, a few firemen, and many soldiers, sailors, and airmen and while some individuals commanded greater respect than others, as a whole they were just people with all the plus’s and minus' that go with the species.

I have no problem if Alan wants to provide special treatment to theater actors, chefs, barbers, or anyone else if he chooses to do so because he wants to. As Matthew pointed out, he may have to pay a price for doing so but he should follow his conscience. Does he owe it to firefighters, police officers, service members etc to provide preferential treatment? What about doctors, nurses, office holders, entertainers, etc? Where do we draw the line?

I would really like for Alan to expand on whether he chose to blog about this because he is worried about offending customers or if he wonders if his policy is really warranted.

I would also like to hear from other current or previous members of the uniformed services to see how they feel about this issue. Are you entitled to special treatment?

I think an owner can set whatever seating policy that he wants.

Perhaps a small sign can be posted on the hostess stand that says: On Duty public safety professionals will be given preferential seating?

I would really like for Alan to expand on whether he chose to blog about this because he is worried about offending customers or if he wonders if his policy is really warranted.

I would also like to hear from other current or previous members of the uniformed services to see how they feel about this issue. Are you entitled to special treatment?

Actually to be honest, the reaction of the guest threw me off gaurd. As we all know when you work in a profession for nearing several decades you think you have seen and heard it all ?
Animated, concerned, loud, pointing out the party were some of her traits she exhibited all the while explaining that it didn't matter because of their uniforms.
Offending customers or policy changing ?....nah....just left a bad taste in my mouth.

Once worked with a restaurant that - while not as great a view or atmosphere as CQ - was similar in that indoors worked off a reservation list while outdoors was first come first served. They configured the dining room, and had one very awkward table sort of in "Siberia" that most customers would have taken, but not preferred. They put out the word that this was a "public servant" table, and even on weekend nights (or during lunch - their busiest time) cops, firemen, and EMS in uniform could walk in and sit down there. Since it was in the "reservation" room, they didn't get complaints about line busting seating, and the safety personnel who got immediate seating (and a 10% discount there) would never complain that it was not a "top" table but could enjoy a good meal in a fun place.

I have no problem if Alan wants to provide special treatment to theater actors, chefs, barbers, or anyone else if he chooses to do so because he wants to. As Matthew pointed out, he may have to pay a price for doing so but he should follow his conscience. Does he owe it to firefighters, police officers, service members etc to provide preferential treatment? What about doctors, nurses, office holders, entertainers, etc? Where do we draw the line?

I think Alan was not only saying "thank you" to these individuals, I think he was also taking into consideration that they may be called out on a life or death emergency at any moment. Perhaps he was thinking "get them in, get them fed and let them get back to work keeping the rest of us safe." But I'm only guessing. I will say I know of no office holders, entertainers, sports figures, barbers, chefs or even nurses that may be called out on a life or death situation the way a cop or firefighter might be. Doctors...maybe. Personally, I would gladly give up my table to a firefighter if only to say 'thanks' for having the courage and commitment to look out for the rest of us. I don't feel quite that inspired for the a barber or CPA (no offense to you barbers or CPAs but your job simply isn't death dealing.) And besides.... firemen are HOT!