Apr. 10, 2008 at 12:02am

Restaurant Patron Eliminator: Premature Chair Stacking

The survival and failure of restaurants has been a frequent topic in Tacoma in the last few weeks.  Everyone has pet peeves.  Many restaurant dysfunctions are forgiven.

What restaurant activity of restaurants consistently drives off business?

Some are obvious such as terrible food.  Yet, many are more subtle yet happen time and time again driving away regular patrons from a restaurant often without knowledge of the owner until its too late.  Here's one I see:

Premature chair stacking is a universal signal to restaurant patrons to leave.




Here, three hours before this Tacoma restaurant closes, half of the tables are stacked with chairs.  Does this feel welcoming?  Given the vacancies, apparently not.

Theoretically, placing a chair on a table is the standard action to clear the floor so that it can be cleaned.

However, restaurant workers often use it an a non-verbal cue to restaurant patrons that they should be getting on their way.

Appropriate Times for Placing Chairs on Tables

It's past closing time.  The customers have had plenty of time to eat their ordered meal but have lost track of time.  The first step should be to tell customers when they are closed.  Placing chairs on tables should be used as a last resort or well past closing time.   "Time to go home, its over."

Giving the Customer The Early Boot

I am reluctant to enter a restaurant the last hour they are open as some less professional ones start going into loud "closing mode" an hour or more before the stated closing time.

An inquiry as whether they are still open can be replied with a flat tone "yeah, we're open to 10:00."  Translation: "we were all hoping to leave at 9:00 p.m but our boss forces us to stay open if there is anyone left so please don't come in."

Early Chair Stacking : The Slow Torture And Fleecing of Restaurant Patrons

From general observation and having some candid conversation with restaurant owners, servers and managers, the goals sought to be accomplished by stacking chairs or tables early include:

1) Limit the number of areas patrons or potential patrons can sit at so they don't dirty other tables and require more clean up time.

2) Signal to current restaurant customers "Time to Wrap It Up."  Although, interestingly, I have heard servers exclaim while stacking chairs on tables around customers : "stay as long as you want, we are just stacking chairs."  (Yeah right).

3) Signal to potential restaurant patrons walking by the restaurant not to come in.  If it was closing time, this could be accomplished by locking the door.  However, since the restaurant is officially "open," this is not an option.

4) Expel all restaurant customers from the restaurant early so that the truthful statement to the owner or manager later that "no one was there at 9:00 so we closed early" can be made truthfully.

The Damage To Restaurants Of Early Chair Stacking

My observation is that early chair stacking on tables rarely occurs when the owner is around.  Most owners are aware that such actions diminish the value of the meal the patron paid full price for.

Patrons rightfully feel slighted because they have been slighted.  Much of the value of a restaurant meal was the anticipated "atmosphere" which the restaurant unilaterally took away from the patron once they made their order and now find themselves uncomfortable but obligated to pay for.

Patrons have every right to feel mad but are unlikely to complain.  They usually just pay up (full price) and keep to themselves vowing not to come back for a long time and often don't. 

Before long, the number of patrons with bad experiences are enough to cause the business to lose significant business and the hours are cut back further, the best servers leave and the restaurant starts entering a death spiral of sorts.

Final Comment

Restaurants each need to decide how late to stay open and be consistent with the posted hours, especially if there are people still eating within posted hours.  Meeting or exceeding patron expectations whether it be the Acme Grub Cage or the El Gaucho is the key.

What are other Tacoma Restaurant Pet Peeves that are flying under the radar until it is too late?