How long is the wait?

We all want our customers to be happy, from the moment they walk in the door to the ride home and beyond. So, what do we do to make sure that happens in the busy season...you know what I mean, right? We've possibly been in this situation ourselves....You have your whole family on vacation. The kids are crabby, hungry and tired. You're Mother-in-law is WAY past her dinner hour and tired. And you. You are just tired. Everyone is hungry. The only problem is that the wait time at the restaurant of choice is approaching an hour. What would you like to see that restaurant do to help accommodate your party of 8? And what, as a restaurant owner, can you do to make sure everyone is taken care of?
Your first order of business: keep the kids occupied. If the kids are whining, the adults will be....well...whining. If the kids come in and appear rambunctious, have a plan. Have some games, paper, pens, crayons and possibly a snack basket to hand them. When the table of 2 adults and 6 kids DOES get seated, have your waitstaff trained to order the kids meals first (usually a quicker cook-time), separate from the adult meals (takes a little longer to prepare). The kids get fed while the adult meals are cooking and Mom and Dad can actually enjoy their meals while the kids have a scoop if ice cream.

Next, be sure you are calculating your wait times appropriately for your place of business. There is no magic formula. It all depends on the speed and efficiency of your kitchen and waitstaff. If you are unsure, try tracking if for a couple of nights (have an extra door person help you). Calculate the average meal time and go from there. This may help avoid the inevitable "You told me 30 minutes and it's been 45!" (If wait times are typically long, invest in the buzzers that customers can take with them to alert them when their table is ready.) We can't be 100% accurate, but the closer the better.

Lastly, a warm welcome doesn't hurt. The old adage "Killing them with kindness" still works...usually. It's easy to look and sound snappy and stressed out when you have an hour and a half wait, it's hot and chaotic and you are already "over it" for the night. Try not to let 'em get to you...remember, a cold adult beverage is a few short hours away!