On Friday night we were in a restaurant, with a reservation, and the hostess acted like we were in her way, and was exasperated when we asked to change our table because the sun was beating down on it like a flamethrower.
Last night, on the way back from an event, we drove into the lot of a very popular restaurant we like but with no reservation. We caught the attention of an employee at a door, and asked if there was room for us. The host came out to the car, said he’d be happy to seat us, park the car and meet him inside. We had a wonderful, tiny table for two in a packed restaurant.
The difference isn’t about seating software, or configurations. It’s about attitude. And that means it’s about whom you hire. Business owners who complain about not finding enough talent are simply lazy, and they’re paying more attention to machines and software than to people. (And just maybe their own behavior is setting the wrong example.)