Here is the situation. You operate the most exclusive restaurant in a resort area. You use white linen. The reception staff is dressed in formal wear. The serving staff is in suit and tie and/or full dark dresses (no slacks). The menu has only a few limited entrees, with all the appetizer, vegetable and potato/rice choices anyone could want. The china and silver service is real and original. You are open only for dinner, are known for the view and sunsets, and have two seating’s each evening. Your reservation book is filled to capacity for the next month, and you require gentlemen to ware jackets and evening ware for the women. Oh yes, your prices reflect the image of exclusivity.
Now into this setting at the height of the season your phone rings with a request for a reservation for four in two day’s time for a very special event. There are a number of options. You can simply say, you are sorry and have nothing available for that evening. You can attempt to add a third seating, well after sundown, because you expect more requests and some earlier folks will simply stay on for a while. You can attempt to add a table somewhere. You can tell the caller you will call them back if someone cancels.
What would you do?
Steve Koenig, SCORE Counselor
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