This past week I went to the Cheesecake Factory in Sacramento and had to wait nearly an hour for atable. When I am out with a group of adults, this typically doesn’t bother me much, but when I have my three ½ year old, sometimes it’s a bit much. Thankfully he was in a great mood and was easy to have wait, but it could have been a nightmare. So was it worth the wait? If you have ever been to Cheesecake Factory you know the answer to that is yes, but what makes it worth standing in line for an hour waiting to get a table, let alone still waiting for food is the real question. For me it is worth it, but what sets them apart from everyone else is the real question here.
When I went to this restaurant I went in expecting a wait. In some companies when we have to wait for things we get really upset. Think about your last trip to the bank where you had to wait and wait. This didn’t make you happy, but what is the difference. Quite simply, it’s the fact that you are going to get great service once you do get served. When you go to Cheesecake
Factory not only are you going to get a menu full of great choices, a server with a great personality and excellent service, but of course you get great food. When waiting in line at the bank you typically get to talk to an annoyed teller and have to fill out paperwork.
The experience can be easily changed by simply smiling, talking with the customer and providing them with an experience that makes the wait seem worth it. This is something that Cheesecake Factory has figured out, and some others still need to work on. When you have a business where people may have to wait for service, remember to smile, make each guest feel as though they are your number one priority, thank them for waiting patiently and accommodate them as best you can with the time they do spend with you. Things may get busy, but it’s better to make each individual feel as though they are the one priority you have at that moment rather than have them wait and then not give them 100%.