WING TIPS

Many of you have heard about the power of having a positive attitude and the fantastic results that can occur.  I have written about the subject and shared personal stories in Wing Tips before. For example, my negative attitude about snow almost kept me from learning to ski and experiencing a fantastic sport that I have enjoyed most of my life.

But attitude has a larger context than your feelings about certain personal things, and I was reminded of this fact last week.

I had a milestone birthday recently and wanted to spend it with my local extended family. I frequent a restaurant because I like the seafood and the specialty martinis and decided to invite the family to dinner there. The party size was 12, but the restaurant’s Covid-19 policy limited the reservation to eight. Being familiar with the layout, I asked if there would be tables of four on either side of my table for eight if I decided to make the reservation.  The young lady acknowledged that there would most likely be.

A Little Imagination  

Thanking her for the information, I asked to speak with the manager. I told him that I understood the policy but suggested that we could be imaginative, stay within the policy, and accomplish my goal.  

I confirmed that there would be a table of four on either side of my table for eight and that they would be taking reservations or seating people at those tables. He agreed. I suggested that I make two reservations, one for a party of eight and the other for a party of four with the tables next to each other.  This would be a logical and easy solution that would benefit us both. The restaurant would, by taking care of a good customer and earning a sizable tab, and I could include all my family.

The manager responded that I could do that, but he couldn’t guarantee that the two reservations would be next to each other. So, I asked if they controlled seating, and he confirmed that they did, but he added that he would not be working that night, and he couldn’t promise what the other manager might do.  

We Can Do This  

Well, a lengthy conversation ensued with me making several suggestions on how we could easily make this work, to no avail. So finally, I told him that I sadly couldn’t make the reservations and take the chance that the tables would not be next to each other.

I realized that, ultimately, I was dealing with an attitude problem. Our conversation was polite and respectful, so there was no contentious attitude in that regard. But here was an opportunity missed because the manager was focused on process rather than excellence. The result, a disappointed customer, substantial lost revenue, and me writing about an organization wanting excellence in its leadership staff.  

A Broader Attitude  

The conversation on attitude usually focuses on the rewards of personal achievement by being positive, but it is a much more significant concept than that. It also encompasses a mindset on how you approach life. Strive to have a “can-do” attitude that emanates from imagination and common sense. Develop an attitude of problem-solving and look for ways to resolve issues in a mutually beneficial manner. And if you are in the service business, do the best you can to take care of a good patron.  

Will I go back? Yes. I still like the seafood and the martinis. But we went to Maggiano’s, on my birthday, had an excellent dinner and our server, Devin, was first class.

A Quote To Consider!

Limitations live only in our minds. But if we use our imaginations, our possibilities become limitless.  

– Jamie Paolinetti

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