When Poor Service Isn’t the Problem — It’s a Symptom of Something Deeper

The restaurant business has made a lot of headlines lately, so I wanted to share a quick story from last Friday.

I went out to dinner at a local spot with a friend. We were in great spirits, looking forward to a relaxing evening. But after waiting 10 minutes to be seated (it wasn't full) and then sitting at the table for another 20 minutes with no greeting, no water, no acknowledgment at all — we quietly got up and left. Not because I didn’t want the restaurant to succeed — but because I did.

The next day, I called the owner and offered to assess the restaurant — with guaranteed results. Not because I’m a Six Sigma Black Belt or have taught Lean Manufacturing for 20 years (though I have), but because the problem was obvious to an outside observer.

Why This Is a Leadership Problem — Not Just a Service One:

1. Lack of Communication = Lack of Accountability

 When no one explains the delay, it signals that no one feels responsible for the customer experience. Great leadership creates a culture where proactive communication is expected — not optional. A simple, “We’re a bit short-staffed today, thanks for your patience,” takes five seconds… but shows care, presence, and ownership.

Sometimes leadership isn’t about metrics or dashboards.

Sometimes, it’s simply about caring enough to pay attention.

Because what the customer sees — and feels — is always a reflection of who’s leading behind the scenes.