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Manuale del Cliente – Aiutateci ad aiutarvi

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Come da prefazione, in questo capitolo voglio in tutto e per tutto rimettere in discussione la figura del CLIENTE che troppo spesso viene estromesso dalla partita che si gioca nel ristorante.
Avete mai giocato a RISIKO?
Tecnicamente Risiko è un gioco da tavola dove alla fine risulta esserci un solo vincitore e tutti gli altri perdenti.
Anni fa scoprii grazie a mio fratello che non esistono solo giochi da tavola competitivi, ma anche COOPERATIVI, dove tutti i partecipanti giocano contro il gioco stesso.
O si vince tutti, o si perde tutti!

Nella nostra realtà lavorativa e molto spesso anche nella società in cui viviamo, nella competizione si parte dal presupposto che ci sia un ALTRO da sconfiggere.
Questo “altro” nella ristorazione è solitamente IL CLIENTE.
Addirittura c’è chi, restando chiuso nelle pareti della cucina arriva a detronizzare quest’ultimo e a rendere nemico il cameriere, unico interlocutore per l’intera durata del servizio.
Una sorta di faccendiere del nemico ufficiale, che dal suo tavolo manda le missive al pass tramite il portapiatti che dovrà subire il contrattacco dello chef di turno.

Attenzione però, che questa visione è approvata tanto da chi lavora nei ristoranti tanto dai clienti, che vuoi per tutta una serie di sfiducie maturate in vari locali, tenderanno spesso a non fidarsi e a sospettare su ogni cosa che gli venga proposto e raccomandato:

  • “Se mi sta consigliando lo sgombro ai ferri, probabilmente è perchè è l’avanzo di ieri!”
  • “Il piatto del giorno di oggi è lo stesso di ieri… sicuramente non lo hanno finito e lo ripropongono anche oggi!”

E se provassimo a cambiare atteggiamento?
Se questo gioco provassimo a renderlo cooperativo, dove ognuno ha il suo ruolo e ognuno partecipa alla vittoria o sconfitta di tutti?
Un cliente potrebbe pensare:
“Ma come? Io pago e dovrei anche dare una mano?”
A chi è venuto in mente un pensiero del genere faccio un ragionamento.
Se andate in banca e provate ad entrare prima o dopo l’orario di chiusura, vi aprono?
Quando mettete benzina, pensate di poter chiedere di avere più benzina pagandola ad un prezzo più basso?
Se vi comprate dell’intimo, vi sentite in dovere di chiedere in omaggio dei calzini?
Se entrate in un negozio di abbigliamento sportivo, pretendereste di trovare camicie?

Allo stesso modo un ristorante non sarebbe tenuto a farvi mangiare dopo l’orario di chiusura della cucina, o versarvi un po’ di vino in più nel calice, offrirvi l’amaro e cucinare qualcosa che non sia presente sul menù.
Però lo fanno, lo facciamo.
Ci obbliga qualcuno?
No.
Non si tratta di farlo per non perdere o meno clienti, a prescindere lo facciamo perchè nel momento in cui entrate in un ristorante non siete più solo dei “clienti“, siete ospiti.
Ma non siete solo ospiti, siete qualcosa di più.

Un amico tempo fa mi disse quale secondo lui fosse la differenza maggiore tra l’essere cliente di un ristorante e cliente di un negozio di vestiti:
“Se vado in un negozio di abbigliamento ci vado per comprarmi un vestito. Lo vedo, lo scelgo, lo provo e se mi piace lo compro. Il massimo dell’interazione che ho con gli altri clienti è il camerino quando e se capita che non ce ne sono liberi.
Al ristorante il camerino è tutto il ristorante, dal bagno alla cucina passando per i tavoli e ovviamente la cassa”.
Il vostro “vestito” è il cibo e le bevande che andrete a mangiare e bere.
E tutto questo lo condividete inevitabilmente con gli altri clienti.
Ma non solo.

Voi clienti condividete il ristorante in realtà anche con i suoi dipendenti.
Il tavolo lo condividete con il cameriere che vi seguirà.
Il vostro ordine, portato dal cameriere alla cucina, sarà la vostra presenza in cucina. Come vedremo più avanti, il cameriere non è altro che un ambasciatore delle vostre istanze al cuoco. Durante il servizio condividete molto più voi con la cucina di quanto teoricamente faccia il cameriere.
Non siete fisicamente presenti è vero, ma tutte le vostre comande in fila al pass vi rappresentano, sono le vostre mosse nella plancia del gioco.
Se il cameriere vi dice che dal forno devono uscire più di 30 pizze per una tavolata, se vi suggerisce di evitare di cuocere una tartare, o di non prendere un piatto senza determinati ingredienti perchè ne risulterebbe un piatto incompleto e poco piacevole, non intende vietarvi un piacere.
Sta solo cercando di spiegarvi le regole del gioco.
Sta cercando di far si che la vostra serata e la vostra esperienza al ristorante sia la migliore.
Certo, quel cameriere potrebbe chiedere al pizzaiolo di fare prima le vostre pizze o discutere con lo chef per avere una tartare ben cotta, ma se facesse così con tutti, voi sareste dei clienti soddisfatti solo se foste gli ultimi ad accomodarsi (sempre se in cucina non se ne sono andati!).

Per essere sicuri che ogni servizio sia un match vincente e che ogni cliente risulti soddisfatto, è necessario che ognuno faccia la sua parte:
– il ristoratore
– i dipendenti
– e in ultimo ma non meno importanti, i clienti

Ognuno ha delle responsabilità e dei compiti da svolgere.
Questo manuale intende spiegare ai clienti non solo quale siano i loro, ma anche quali sono quelli dei titolari e dei loro dipendenti, in modo tale da conoscere non solo i propri doveri, ma anche i propri diritti.
“AIUTATECI AD AIUTARVI” vuol dire questo.
E’ un invito a giocare con noi.

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