Please Check Your Coat, Umbrella and IPhone

By John Hendrie

Yep, there we go again — restaurant ambiance going to Hell in a hand basket.  It has been quite a slide over the years – ties and coats, 'No shirt, no shoes – no service', smoking, cell phones and now camera wielding patrons.  It is hard to have a civilized repast.  

Everyone is now a culinary Annie Leibovitz.  Chefs used to shoot their creations in a make shift studio (usually the kitchen), where they would work their magic with care and artistry — presentation, lights, action.  Their specialty dishes would be preserved, used for marketing or even training.  Now, their restaurants are ablaze with flashes from all corners, as their patrons try to capture and perfect the culinary arts.  Such a distraction for other diners, ambiance shattered by paparazzi and these new food critics.

As noted in a recent New York Times article, "Restaurants Turn Camera Shy", "A growing backlash has prompted not only dirty looks from nearby diners, but also creative measures like Mr. Bouley's (chef David Bouley) and even some outright photo bans."  Chef Bouley actually brings the aspiring photographer/chronicler into his kitchen to shoot the full preparation, rather than saying no to the photo op.  It becomes a personalized adventure for the Guest, rather than a prohibition.

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Dining is a sensual experience, and disruptions need to be minimized.  Most would agree.  There are enough problems with air conditioning, lighting even ambient noise.  Clutter and clash can sufficiently dash an otherwise memorable occasion.  Why add the flash?  As the article continued, "But for every annoyed patron and disgruntled chef, there will continue to be legions of amateur iPhone-wielding food lovers, who say what they do is a tribute – not to mention free advertising for the restaurants."  So, we can end up with a number of aggrieved parties.  Each restaurant will need to establish their own policies, for this trend will not go silently into the night; we are a connected world, sharing experiences as they unfold.

 

LRA Worldwide is a leading research and consulting company in the emerging discipline of Customer Experience Management (CEM). We work with our clients to help them design and deliver consistently exceptional customer experiences in order to drive customer satisfaction, loyalty and advocacy, and company growth and profitability. We have built a range of quality assurance, mystery shopping, research, training and consulting solutions to help them do so.

Today, we are a growing company operating in more than 120 countries throughout the world, servicing our clients from offices and resources in the Americas, EMEA and Asia Pacific regions and helping clients such as Starwood Hotels & Resorts Worldwide, the National Football League, Avis Budget Group, Madison Square Garden, the Cosmopolitan of Las Vegas and Mandarin Oriental Hotel Group deliver exceptional customer experiences. Every touch. Every time. For more information, visit us at www.LRAworldwide.com.

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