When it comes to reopening restaurants, the customer is not always right
and has kept Taco María closed for dine-in service, to the displeasure of certain diners.
“Whereas fine dining and hospitality is often thought to be about creating a culture of yes — the customer is supposed to always be right — I think now is the time for us to be asserting ourselves,” said Salgado. “[Restaurants right now] are really better informed and better practiced than your average consumer as to how to manage this process for everyone’s safety.”
“For the longest time, we’ve been conditioned: As a consumer, I’m always right. Well, unless you’re wrong. We’re servers, but we’re not your servants. So the entitlement that we all recognize — being in the restaurant industry especially — has to be unlearned and it has to be un-conditioned, if you will,” said Duong during Monday’s panel.
Luckily, there are many diners who get what restaurant owners and their staffers are going through. Deborah VanTrece, owner ofin Atlanta, said that her customers were generally supportive of the restaurant’s conservative approach to reopening and safety protocols when she reopened Twisted Soul for outdoor and indoor dining. Those protocols include masks for all guests, placing the host stand outside, and plastic covers that shield every dish on its way from the kitchen to the table.
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