Customers of Many Kinds

Pleasing your customers is important. We always enjoyed the visitors who came in filled with energy and excitement. The ones who had been looking forward to a visit to the tearoom for days (even weeks) are a special treat. They would arrive squealing with delight, trying on hats and gloves, all smiles and sparkling with enthusiasm which in turn rubs off on everyone in the room including the tea hostess. The next thing you know everyone is having a great day.

There are those who come in and although they have been looking forward to their outing to the tearoom, they arrive crusty. Usually, it's because they are hungry, tired, or the person they are travelling with has worn them down. That's still OK, it's nothing that a cup of tea won't fix. By the time they have chosen a teacup all is good. Some take a little longer and don't soften up until their soup arrives but happiness was usually achieved before the dessert order was taken.

Rarely did we get someone who believed that the waitress was there to be taken advantage of, pushed around, and given unnecessary attitude. These people seem to be oblivious to the lives that surround them as they are too busy thinking about themselves and their own needs. This kind of visitor is difficult. One day a man and his wife came into the tearoom at noon. They sat in front of the fireplace as it was the only table available. The tea hostess warned the couple that it had suddenly become very busy and that it would take a little while to get to them. After only ten minutes of waiting the man insisted that he be served his soup right now. He continued with his demanding behaviour, which took its toll on our more patient customers. Finally, the tea hostess was reduced to crying in the kitchen and couldn't serve anyone anymore. Outraged with this man's behaviour I stopped making lunches, took their tea in and sat the pots on the table hard. I exaggerated the act of serving his wife first. I then turned to the man, glared at him straight in the eye, and calmly said, You will get your soup when your wife's lunch is ready which will not be until all of the other people who came in before you are served!

The man sat in his chair and nodded his head. He then sheepishly asked if I was the owner to which I firmly replied yes, I am and then I excused myself from the table stating that I had to get back to the kitchen and make lunch for everyone. His wife; flushed at this point, smiled at me with her eyes pleading forgiveness and said: Thank you.

The other customers happily returned to their conversations, patiently sipped their tea and waited for their lunches. The tearoom was restored to its usual enchanting atmosphere.

Thankfully most people understood the concept of visiting a tearoom. There were those who (I blame fast-food chains for trashing restaurant etiquette) thought they should shout their order into the kitchen while poking their heads through the doorway. Others were more polite and waited to order at the front desk like a cafeteria. To them we would say Please choose a seat, we will then bring you a menu and serve you properly.

That is unless someone arrived after 4:30 and that is a different kind of customer.

We closed at 5:00 but had to make a rule that the kitchen closed at 4:30. Often customers would slide in the door five minutes before closing expecting to be served as though they had walked in five hours before closing. Despite their tardiness, we would receive them with warm friendly smiles and they would eat quickly and be gone. That is until the Cat Ladies prowled in ten minutes before closing. These ladies cared only for themselves, preening their whiskers as they sat next to the large dining table. Secretly they purred back and forth about squeaking in just in time and having the place all to themselves.

An hour later the food had been served, eaten, bills delivered and topped with candy. Despite that, they sat chatting in the centre of the tearoom seemingly oblivious to the time. I performed the usual closing routine, turning the sign to Closed, flicking light switches, and tidying tables. Before long it was 6:30 and my children were gathered in the kitchen, starved and in their soccer gear. When is dinner, mommy, are we going to be late?

I entered the dining area again, attempting to give more subtle hints that it was time to move on. It was to no avail. One lady; wearing the most wicked Cheshire cat smile, held the glass pitcher over her shoulder and asked for more milk. Stunned with this unfathomable request, now an hour and a half after closing, I reluctantly took the pitcher. I changed my mind and turned back to the table and told the two ladies with their cat-like smiles that they really needed to finish up as my children needed their dinner and we had to leave for soccer.

As they fluffed and puffed, gathering their things. At that point, I made a promise to myself. I promised that I would always be aware and considerate of the lives around me. I would be gracious of the service given and to never think that I had the upper hand as a customer. After all, it is the servers goodwill that makes the visit pleasant. Remember - happy server, happy visit.