Jayne and I were sitting in an almost full and understaffed restaurant on Saturday and it was almost an hour and a half before we received our food. Sure, the waitress told me if you order pizza it will be a bit longer, but we had no idea that it would be that long for our food to show up. I guess the smaller staff meant it took longer for the food to be prepared and be served. The pizza was good—in fact it was really good—but my frustration with the poor service outweighed the experience of eating a good piece of pie.
On top of that, there was a sign at the front door that said welcome, please seat yourself, instead of a host or a hostess to greet people and lead them to open tables. The problem with the sign, though, was that it was impossible to see and therefore read when the front entrance was filled with people—and on this particular night, the foyer was full, so people were queuing en masse at the front entrance even there were open tables on the patio.
As Jayne and I waited for our food, I got up to find the washroom and ended up feeling compelled to tell people that they didn't have to wait for anyone to seat them, but that they could find any open table and have a seat. So I told one couple that there's open tables on the patio and you don't have to wait to be seated. Then I proceeded to start directing other couples and groups to open tables, having fun and joking with these people, as I became the unofficial host at this restaurant.
What this experience taught me is that cutting costs can cost you, even though it may seem like it will produce more rewards or income.
Because sure, you can use a sign instead of a host... but what happens the entrance fills and nobody can read the sign?
Because sure, you can fire that waiter or waitress... but what happens when people get frustrated because they not getting great service?
Because sure, you can fire that cook... but what happens when one cook is trying to negotiate every order?
Cost happens. Significant cost, in fact.
So what costs you think about cutting, it's important to think about how those cuts might cost you?