Summer is a time to step away from the daily grind and, hopefully, enjoy some vacation time, since those of us in Canada know the season can be too short. Our family just wrapped up a whirlwind tour through Europe. It was a fantastic two weeks and gave our two teenagers their 1st introduction to some new countries and cultures.
Despite my best efforts to put work behind me, and I believe I was mostly successful, I still had a few a-ha moments during the trip. Realizing there are still a few weeks left in Summer, and hopefully some of you still have some downtime ahead, I thought I’d share a few of these reflections before the busyness of the fall returns, as we know it will.
Early in our trip, I had the chance to experience two very distinct meals. This isn’t about the food and beverage (all were excellent), but about the approach. We had a fantastic lunch in Venice, where we ordered local cuisine and made our way through the appetizers, mains, and yes, some wine. When we were done, maybe after an hour or so, we didn’t see our server. She had been attentive and respectful throughout the meal, dealing with tourists and being patient with us as we worked through the ordering, and she did it perfectly. Yet, by the time we were done and ready to get on with the afternoon (more sightseeing after all), she was nowhere to be found. We looked around at other tables, and sure enough, there were plenty of people either chatting away or, yes, doing some work. We kept talking for another 20 minutes, then patience got the best of me, and I went up to ask to pay the bill. Everything was done smoothly; she was still pleasant and polite, and we made our way out.
Fast forward about 72 hours, and we were having another lunch, this time in Munich. Now, my surname probably gives away my German ancestry, and I’ll admit more than a few of the stereotypes fit. I’ll let you guess which ones. Once seated, we ordered (promptly), received our drinks and food in short order, and again, the server was attentive and polite. Once we finished eating and our dishes were collected, we chatted for a few more minutes about the rest of the day’s activities, and then sure enough, the server came back with the bill. We were likely in and out in just over an hour. Now, unlike the Venetian restaurant, which was smaller (maybe 10 tables), this one was a large beer hall, with likely 50+ tables, many of which were empty at this hour. There was every opportunity to let us stay a bit longer, but no, they had their process to follow.
So what was the difference? I don’t want to oversimplify it (though I will), but the stark contrast in approach was noticeable. Slower-paced, friendly and relaxed vs drum-beat efficiency (though still friendly) was real. Again, the quality of food and service was comparable in both. That did not factor into this observation.
In Italy, we were encouraged to take our time, enjoy the sites and company, relax, and talk until we were ready to leave. I truly believe if we had stayed another hour, it wouldn’t have been an issue. In Germany, it was a precision process. Arrival, order, serve, dine, and depart. It wasn’t a feeling of being rushed (we weren’t), but it felt more like a process, each with a standard time set against it.
Which did I prefer? Surprisingly, the 1st one. Despite my love of efficiency, timeliness, and getting things done, that approach tends to leave less room for randomness, and randomness is often where some sneaky good value can arise, such as creativity, connection, a lingering conversation or thought. While the extra time at the Venice restaurant might have cost them some revenue (it didn’t with us, as there was never a lineup at the entrance, but on other occasions maybe), the experience likely convinces many to return over and over again. The Munich restaurant was every bit as good, just missing that ‘je ne sais quoi’.
My own personal takeaway. While efficiency, drive and focus will always have their place, taking an opportunity to enjoy those quieter moments, when everything isn’t always a race, definitely adds a nice counterbalance to things, and is very rewarding in and of itself.
It’s a pattern I see constantly in the businesses I work with, too. Many default into one lane, efficient and streamlined, or slower and relationship-driven, without ever really choosing either on purpose. The funny thing is most think they’re doing both well. Neither approach is wrong, and in fact, they’re often complementary. But it isn’t really an efficiency vs. relationships question at all. It’s a timing and context question, and that’s the part most businesses never stop to ask.
If you’re dealing with never-ending time constraints, maybe skip Venice. Our server may still be finding her way back to the table. But if you want a reminder that not everything needs a deadline, pull up a chair and stay a while; nobody’s rushing you out. Yes, I’m thinking Norm and Cheers as I write this now, the kind of place where nobody’s rushing you off your stool either.
So, which restaurant is your business running like these days, and is that really the one your customers want? The best ones, I’m convinced, know exactly when to bring the bill, and when to let it sit.