A recent experience reminded me how easily policies designed for efficiency can quietly erode the customer experience.
I had planned to stop by a bakery for a quick dessert and coffee. But on a whim, I chose a sit-down restaurant I frequent, seeking a moment of calm and a slightly elevated experience. I let the hostess know I was just there for dessert and coffee.
That’s when things shifted. I was initially directed to order at the register, then told I could stay seated. If I knew what I wanted she would get it for me. My order was brought out, but no server followed. No water. No check-in. No refill. Eventually, a bill was dropped with the offer to take it when I was ready to pay. At this point I politely asked if something was wrong with my visit, I was told: “Our policy is not to assign servers unless a full meal is ordered.” That moment revealed a deeper issue: service was tied to the size of the order not the value of the guest.

Too often, businesses make snap judgments based on perceived sales potential. Policies, while intended to streamline operations, can lead to missed opportunities when they override common sense hospitality.

A guest who is in your space and not ordering from the FULL menu is not a “waste of a table.” Every guest is a human being choosing to do business with you. That choice should always be met with dignity and attentiveness.

As business owners, we must remember that quality service and a positive experience aren't only reserved for clients who spend more. Every client interaction and experience is an opportunity to build loyalty and positive relationships with the potential for future business. Set policies that reflect this truth: every guest is valuable to your success because that guest made the choice to be in your space. 

Honor that choice.