In recent years, the rise of the private sector in Cuba has led to an explosion of new restaurants and culinary ventures.
However, as the supply grows, the deficiencies affecting the customer experience also become more evident.
A restaurant owner in Old Havana has gone viral on social media after posting two videos in which he candidly discusses the most common mistakes found in Cuban restaurants, both from the staff's side and from the diners themselves.
The first video, shared by the owner of Sibarita, highlights five recurring practices that, in his experience, harm the image of businesses and drive away customers.
1. Employees chatting at the entrance: "Nothing makes it more obvious that a restaurant is empty than its workers standing at the door talking," says the businessman.
2. Arriving and finding that the tables haven't been cleaned: "It's very unpleasant," she emphasizes.
3. Placing dirty glasses, plates, or cutlery. This is, he assures, one of the most common mistakes, as these items are not checked before being brought to the table.
4. Not maintaining personal hygiene after smoking: "I’m not against employees smoking, but at the very least afterward, clean yourselves up!" he notes.
5. Use of cell phones during working hours.
Although he initially allowed it during free time, he ultimately prohibited it. "You can't use the mobile phone, because while you are using the phone, there is someone trying to reach you and you're not attending to them," he explains.
The video, recorded in a didactic and humorous tone, has been well received by many internet users, who have even commented on other common mistakes in the Island's cuisine.
In response, the businessman shared another video in which he talks about the other side of the coin: the most common mistakes made by customers that irritate the staff.
Among them stands out:
1. Calling the waiter repeatedly while he is attending to another table. An attitude that creates unnecessary pressure and impacts the service dynamics.
2. Requesting changes to dishes or drinks already on the table: "Once a product is prepared, the only thing we can do if you don't want it is to throw it away," he reminds.
3. Eat everything and then say that you didn't like it and that you won't pay for it: "If you don't like something, just let us know; if you mention it at the beginning, we are happy to change it for you."
4. Arriving late without notifying: "There’s no problem with arriving late, but you should at least call, because if you don’t call, we assume you’re not coming and we give the table away," she warns.
5. Ignoring the restaurant's schedule: "The worst mistake," she states. Many workers need to come back the next day, and excessively extending the workday affects their performance and the team's morale.
Videos not only entertain but also open a necessary dialogue to enhance the culinary experience in Cuba.
In an economy marked by scarcity, the quality of service can be the deciding factor determining the success or failure of a restaurant. Recognizing mistakes is the first step toward correcting them.
Frequently Asked Questions about the Quality of Services in Cuban Restaurants
What are the most common mistakes made by restaurant employees in Cuba?
The most common mistakes include employees chatting at the entrance, dirty or uncleared tables, lack of product inspection before serving them, neglected personal hygiene after smoking, and using cell phones during work hours. These practices negatively affect the perception of professionalism and the quality of service provided to customers.
What mistakes do customers make in Cuban restaurants that annoy the staff?
Customers often repeatedly call the waiter while he is serving another table, request changes to already served dishes, eat everything and then say they didn't like it, arrive late without warning, and ignore the restaurant's hours. These actions can cause discomfort and disrupt the restaurant's operations.
How do errors affect the quality of service in restaurants in Cuba?
Errors made by both employees and customers impact the business's image and the customer experience, which can drive diners away and harm the success of the restaurant. In a context of scarcity and increasing competition, the quality of service is crucial to attracting and retaining customers.
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