The window table at Cumberland (a reflection, of sorts)

Not sure this is going to be much of a conversation starter, but I thought it was worth sharing nonetheless.

Went to Cumberland last night and, wanting to avoid the louder parts of the bar, we grabbed the window table. You know, the table right behind the chalkboard in the window. While a good location in terms of noise management, it was a poor choice in terms of top-end service. Never having a reason to, I've never considered the way in which this table may operate, for a server, in an "out-of-sight, out-of-mind" type of way. We had almost decent service last night - nothing bad, but pretty inattentive. Picking up on this, the group went about trying to figure out a basic question, "Why is it hard for us to get the server's attention?"

It didn't take us long to figure out why. Our server was also serving the sidewalk tables. Unfortunately for us, we were kind of hidden away not in the direct line between the door and the bar, or the door and the "pathway" for that matter. Just kind of tucked away in the corner, possibly lost to the serving world.

In teaching, we have a concept which, at least I call, the T-Zone. Imagine drawing the stem of the letter T through the middle few columns of a classroom from back to front. Then extend the top of the T across the front few rows, stopping short of extending it clear across the room. Evidence, I've been told, shows that the students in the T-Zone are most noticed by teachers (imagine the student you know who sat front and center).

So there I was last night. Trying to take a break from the work of teaching, not really able to get a beer, all because I was not in the server's T-Zone.

To be fair, the service was fine. Just annoying when trying to get a beer or close a tab and not being able to get the server's attention. Having been a server, I know that some tables are more easily kept track of. Alot of it is subconscious, I am sure. Had the service been below standards, I'd have said something. I'll go back. I'll just pass on that table.

I absolutely love this subject: Service Management 301

First, props to you about teaching me the concept of the 'T-zone.' I always kinda wondered how that worked. Of course, I'm a front-row, to the left spot-picker and 'the hand-raiser.' Yeah, 'that guy.' Sue me.



Back on subject- this one is a tricky little rubick's cube and is very site specific, unless you are Darden Restaurants and all your layouts are the same with very similar traffic-flows, happening at about the same time (predicatable outcomes of these decisions.)

Like you reflected, it's all about 'line-of-site.' Even the most dedicated server will miss that table that hangs off to the side, as they enter back into the building. Not every time, but if they have 3 on the patio, one in the restaurant (to the left, as you enter,) human nature dictates they won't make the 'dry-run' past your table. Like anyone else, they break the threshold and look to the kitchen or bar- thier reason for coming into the house.

The trick is to design your floor plan with this concept in mind. Or even to teach your people to recognize thier 'path to the kitchen' and utillize the line of sight to thier benefit (when open-seating guests with low staff.)

It's tough to discipline oneself to adhere to this way of thinking, much less others. Servers quickly learn the key to maximum efficiency (and thus maximum guest satisfaction, and tips.) is that the fewer steps one can make, the better the service. This flys in the face of that learning yet, in certain circumstances is the best way to approach the challenge.

There are times, in an open-seating environment, when a manager has to be on guard for these hiccups. Most 'innatentive' mistakes are made right here, probably at the very beginning or the very end of a shift. This is when you will definately see the busy-yet knoweldgable managers truly start to troll a dining room. They are looking for glasses half-full, plates, unbussed... even the inkling of guest dissatisfaction. They'll make a pass, go back to what they were working on and then return 15 minutes later. No 'how was your meal spiels,' encumbering the experience with overattentiveness. Just a dry-run, making sure that nobody is fallin through the cracks.

I would like to leave you with a way to discern the best FOH managers, cause it's quite easy. You will definately see an after-meal check/ thank you. With some luck an enthusiastic hello at the hostess stand. If it's busy, they will be carrying trays, yet not finishing the service (or serving it- they don't care.) Most of the time, you will see them walking from place to place- a shark in the proverbial waters. 15 minute timers, they will dissapear, but not for long. The best will linger for a conversation with certain tables (generally, hashing out a catering or a off-site charitable connect.) The best of the best will actually sit down with the guest (big PR thingy, of national interest.)

Of course, I could go on, but I think I have used my 'I give a Sh++' quota...

[Robin Garr]

I think it's a great subject too, and I'm glad Matthew posted. I hope it does generate a solid discussion.

The first light bulb that pops for me is that just about every restaurateur would be smart to stop and take a look at the front of the house from a customer perspective. I'll bet just about any place built in an older storefront or other re-used property will have some tables in odd positions that get easily overlooked. Maybe there's an analogy to the T-Zone for restaurants?

I know if I were a restaurateur, I'd want to figure it out fast if I had tables in service "blind spots," and since most of the in-the-business people who hang out here are sharp cookies, I'll bet a bunch of people are going to be looking at their properties with a different eye this weekend.

Cumberland has always been just a laid back place and their service matches that. They work hard but you may have to get their attention if you need something, has always been like that seems to me. It's never been a 4 star top notch attentive service spot and I think by design.