What All Restaurants Should Learn from the Japanese

On Saturday, my wife and I went to an expensive restaurant that reviewers have buzzed about a lot. In fact, the stellar reviews convinced us that it would be worth shelling out nearly $100 for the meal. The food was tasty and the service was efficient during the meal. When we left, we walked past our waitress and the hostess, who weren't busy, yet we didn't hear them say "thank you" or "come again." They just looked at us as we walked out the door. We've had similar experiences at other high-priced restaurants when we were ignored after paying the large bill (and tip).

In contrast, over the past few months, I've been to three different Japanese restaurants from budget to high-end. Leaving each one, the guys behind the sushi bar, the waitresses, and the hostess all shouted "thank you" or "goodbye" as I left. This always puts a smile on my face and makes me feel valued. I look forward to going back to all three restaurants someday.

Why should the enthusiastic goodbye and thank you be unique to Japanese restaurants? Any restaurant that provides a warm farewell will leave a lasting impression that will get diners to return and recommend their friends.

Comments

[Mark Silver]

Patrick-

Your experience reminds me of France- when I was there, I learned that whenever you went into a shop, the etiquette was to say "Bonjour" and when you left to say 'Au revoir.' It was always said with authenticity.

I missed that when I came back to the States- that sense of politeness and connection. True, it is here some, especially in smaller boutiques, out of a genuine sense of politeness (I'm not talking about the policy-driven plastic smiles on some of the chain stores that require people to greet, but without the underlying authentic feeling.)

Anyway, you got me thinking about it- and how much politeness and heart are important in all of it.

Happy new year to you! And thanks for you what you do.

[Patrick Galvin]

Mark,

Nice hearing from you.

Your comment is valuable. When I was in Paris, I remember experiencing great service in small shops. It surprised me because I had absorbed the stererotype that the French weren't friendly - particularly to Americans who don't speak their language.

Here's wishing you much success in 2008 spreading your message that successful businesses come from the heart!

Best,
Patrick