Making the social media rounds recently was this observation shared on Craigslist by the management of a New York City restaurant who were trying to figure out why service was so much slower in 2014 than in 2004 despite a simplified menu and increased staff size. They found security footage from 2004 and compared it to current footage. Some results they shared in their post:
Before even opening the menu they take their phones out, some are taking photos while others are simply doing something else on their phone (sorry we have no clue what they are doing and do not monitor customer WIFI activity).
26 out of 45 customers spend an average of 3 minutes taking photos of the food.
14 out of 45 customers take pictures of each other with the food in front of them or as they are eating the food. This takes on average another 4 minutes as they must review and sometimes retake the photo.
9 out of 45 customers sent their food back to reheat. Obviously if they didn’t pause to do whatever on their phone the food wouldn’t have gotten cold.
27 out of 45 customers asked their waiter to take a group photo. 14 of those requested the waiter retake the photo as they were not pleased with the first photo. On average this entire process between the chit chatting and reviewing the photo taken added another 5 minutes and obviously caused the waiter not to be able to take care of other tables he/she was serving.
Given in most cases the customers are constantly busy on their phones it took an average of 20 minutes more from when they were done eating until they requested a check. Furthermore once the check was delivered it took 15 minutes longer than 10 years ago for them to pay and leave.
8 out of 45 customers bumped into other customers or in one case a waiter (texting while walking) as they were either walking in or out of the Restaurant.
They studied 45 customers in both cases and found that, on average, the time spent in the restaurant went from 1:05 in 2004 to 1:55 in 2014. It’s fairly safe to assume that other service businesses are experiencing similar behavioral changes in their customers, and it’s stunning to think about how quickly it’s happened.
BTW, I’m a notorious food-porner, but I can’t imagine taking more than 10 or 15 seconds to snap a pic of my snapper. I like my food way too much to waste more time than necessary before I dig in.