5 Changes I’d Like to See in Restaurants

January 30, 2012 | 15 Comments

Restaurant Changes

Food blogging has given me interesting insights into the Food & Beverage industry. All I can say is it is definitely not an easy business, and I have nothing but respect for restaurateurs and the folks working there.

But sometimes, I’m really annoyed by the simple things that are missing. It seems like a no-brainer to me to do things the way they should be done, but it too often goes wrong somewhere. If I had it my way, here are 5 Changes I’d like to see in restaurants.

Provide free wifi

It’s nice to read that the Malaysian government just passed a law to mandate free WiFi for all restaurants in Kuala Lumpur. Being a frequent traveller, there’s nothing more frustrating than to keep searching for free WiFi hotspots.

While we are lucky that Singapore is one of the countries in the world with high internet penetration rate, not everyone has internet data on the go. Moreover, tourists will usually patronise restaurants that provide free WiFi, or at least it is one of the main motivating factors in choosing a place to dine.

Get someone who can speak well to handle the phone.

This is the first level of interaction between the restaurant and the (potential) customer. Screw this up, and you will never hear from the customer again. So for goodness sake, get someone who can speak well to handle the phone.

“Can I make a reservation for dinner on Monday night?”
“Can you prease repeat that?”
“Can I reserve a table for two on Monday night?”
“Oh ok lor, I will chope you a seat on Tuesday.”

Have a nice website, get on twitter and facebook.

In this modern era where everyone is connected to the internet, it is a must for restaurants to have a presence online. Every restaurant should have a decent website/blog to provide the basic information (more on this in another post), while building the relationship with customers via twitter and facebook.

Reward staff with 10% service charge.

The service line in Singapore does not have a very good reputation. This is hardly surprising since it is not seen as a respectable career, and it doesn’t pay very well.

From what I understand, not all restaurants give the 10% service charge collected to their staff. I know it is not easy for restaurant owners to run the business, but I think it is only fair to motivate and reward staff with some incentives.

Offer free tap water.

In Singapore, it is safe to drink water straight from the tap, and it is free. So there is no excuse for restaurants not to offer tap water. While drinks are a lucrative source of revenue, restaurants should not deny customers the option of having tap water.

What are some of the changes that you would like to see in restaurants?

Comments

15 Responses to “5 Changes I’d Like to See in Restaurants”

V Melody
January 30th, 2012 @ 11:21 am

all agree except #1: provide free wifi.
Why? once ppl sit down with laptop, they forget that other people need to dine in.

One day I came to Starbucks for lunch, literally people there were sitting with 1 coffee (done) + 1 laptop. He looked at us and did nothing, knowing that we need the seats.

Restaurant is for people to eat.
ivan
January 30th, 2012 @ 4:30 pm

i know it isn’t part of our culture, but i think developing a culture of tipping can increase service standards. most of the restaurants i’ve been too have very lukewarm service.

also, i think it’ll be nice to be conscious of group dinners – that is timing all the food to be served approximately the same time.

lastly, it’ll be great if we cld split our cheques
ladyironchef
January 30th, 2012 @ 5:06 pm

@Melody Yep you have a point, and I agree that phones should be kept away during meal times. But having free WiFi is good, especially for tourists, and also when people want a place to do some work (during working hours of course.)

@ivan yeah you are absolutely right on the tipping part, but I guess it’s not something that will change overnight.
Juji
January 30th, 2012 @ 7:08 pm

I wholeheartedly agree with your points, Brad!

Though, I think Australia is more than a few years away from universal free wifi in restaurants

Most hotels still insist in charging for wifi, let Lang freebies in restaurants!

My main gripe – on your websites point, is the way so many places still insist off fancy flash based websites.

A) this is the iPhone age. Flash doesn’t work! At least have a plain text HTML version so we can at least find your phone number and address!
B) flash isn’t accessible.

More places should really rethink this, in my opinion!
Timing
January 30th, 2012 @ 10:11 pm

I think that service will never improve (by much) unless we adopt the tipping culture/system. Even if the 10% service charge goes to the wait staff, that still doesn’t give them real incentive to “overserve,” as whether they give “superb” service or “just OK” service, also pocket the same 10% mah.

Of course it works both ways too, diners need to properly reward great service (via a big tip).
Norman
January 31st, 2012 @ 4:23 am

Very helpful suggestions here in numbers 2-5 – well done.

However I cannot support wifi [or mobile phones] whilst I am eating. Nobody is so important that they need to be seen to be techno
nazis by imposing their inconsequential phone ramblings and internet doodlings on customers seeking a calm, dignified eating experience.
LJ
February 1st, 2012 @ 9:41 am

Why do we need the receptionist to speak (English) well?

There is this assumption that speaking well/professionally means speaking proper English (preferably with a Caucasian accent?), and I fail to see why that is necessarily the case.

Somehow I doubt many would mind if a French receptionist in Singapore mangled his English vowels, yet the same latitude is not extended to the local speaking “Singlish”.
Elvis
February 2nd, 2012 @ 9:56 am

HI,i had read all your blog, do u have any recommend romantic restaurants for me..i need a gd place to bring along with my wife to celebrate our anniversary and valentine’s day.

Thank you.
Al Sim
February 3rd, 2012 @ 8:50 pm

Hey, I am one of your blog’s follower!
I fully agree with your point of having a nice website, get on twitter and facebook. Besides
that, I also think that having a attractive, presentable and detailed menu would make the overall dining experience better. =D
Jodie
February 6th, 2012 @ 6:48 pm

Love your blog – I eat at home most of the time, so when I go out, I want it to be AWESOME and your blog really helps to nail that down!
3 pet peeves:
-Food coming at all different times
-plus plus rubbish – just tell me the price including all the surcharges! GRRRRRR!
-Clearing plates before everyone has finished eating. I find this makes the person still savouring their meal feel the need to rush through the last of their meal. Even though this is NEVER me haha!
I concur with the wifi deal.
Love your work!
Anshu
February 13th, 2012 @ 7:08 pm

And I would also like to see an option of having some tissues/napkins
Si Hui
February 22nd, 2012 @ 12:27 am

where can i get those fried squids on the first picture?
Al
March 11th, 2012 @ 9:40 am

I think what i say next may SOUND damn corny and stupid. I think all restaurants that have chicken WINGS on their menu should be sued when the dish arrives and all you see is mid-joints or drumletts. i’m getting quite pissed with restaurants who have their named dish ” So-and-so CHICKEN WINGS” and then when it arrives you just see mid-joints. That sometimes just SERIOUSLY ticks me off. Specially since mid-joint and wings are so darn different.
Sön
March 14th, 2012 @ 2:06 pm

In response to LJ, I don’t think it’s the accent that people mind so much. I can’t claim to speak for others, but I don’t really care too much if the person taking my reservation has a Singlish accent, but when they start using works that are not English (or Chinese, or whatever the language being spoken is), the line becomes blurred.

That’s like the French person telling people that she/he can confirm a reservation for déjeune on Lundi (Don’t shoot me if that’s wrong, I used Google translate ).
Raga
April 26th, 2012 @ 11:01 am

Dear ILC,

i agree with you on the service charge subject as it does indeed help to motivate staff. Not only does it boost the moral, but it can also enhance the service quality in each individuals. You see, i use to work in a restaurant with NO SERVICE charge. Thats right! We have our customers notified via printed text on our menu and a ‘stamp’ on their bill. Which most of them will tip generously.

When you remove the service charge, it motivates staffs to perform harder to earn more tips. Tips are then divided among the staff whom are working for the night. Both front and back of house gets a reasonable portion. I believe that it really works. And restaurant owners eating staff’s 10% service charge is just low and I wouldn’t be surprise if the service is mere borderline.

Well you see, I’ve also worked in a place where even our tips were used to purchase groceries and vegetables. So i’ve made the best of what I have and it has indeed provide me with some sort of motivation to work harder.