This morning, I watched a 2-minute animated video on social media (I know, I know). The video shows the hostess at a restaurant getting a call from a customer the day before Mother’s Day, asking to reserve a table for six. The hostess replied they could make that work at 10:30 a.m. or 12:30 p.m. The customer insisted it needed to be 11:00 a.m. The hostess tried to explain all their tables seating six people were reserved at that time. The customer suggested she move one of those reservations so she could get her reservation at 11:00 a.m. The hostess replied she could not do that, so the customer got upset and demanded to speak with the manager.
The manager took the call from her office and told the hostess she would take care of it and to close the door on her way out. A little while later, the manager came out and told the hostess she had called a couple of the existing reservations and moved them, and to reserve a table for six at 11:00 a.m. for the customer. When the hostess asked why, she was told in no uncertain terms that she did not need to know and to just make the new reservation. There are many layers to this onion.
At first, I experienced empathic anger with the hostess, as she was doing her job of coordinating the seating arrangements and being polite in the process. When the customer escalated the situation, the manager seemed to stab her in the back by yielding to the unreasonable request. Then, when she asked why, she was told just to do it. I imagined myself in that situation and how I would be considering looking for another job.
Then, I thought about the unreasonable customer. As I understand it, Mother’s Day is the busiest restaurant day of the year. To call the day before asking for a reservation for six, then to demand accommodation shows chutzpah. This sure seemed to fit the selfism theology that Patrick spoke about recently. When your needs and wants are more important than anything else, you are tempted to demand accommodation even at the expense of someone else. That ultimately leads to those who can get away with this kind of power and those who cannot. Never a fair situation.
“And I will declare my judgments against them, for all their evil in forsaking me. They have made offerings to other gods and worshiped the works of their own hands. But you, dress yourself for work; arise, and say to them everything that I command you. Do not be dismayed by them, lest I dismay you before them. And I, behold, I make you this day a fortified city, an iron pillar, and bronze walls, against the whole land, against the kings of Judah, its officials, its priests, and the people of the land. They will fight against you, but they shall not prevail against you, for I am with you, declares the Lord, to deliver you.”” - Jeremiah 1:16-19 ESV
Then I thought about the manager. I had no idea what the customer did or said that made her call the existing reservations to move things around to accommodate her. In my imagination, I thought maybe the customer knew the manager or the owner of the restaurant and used that relationship to leverage the manager into complying. I certainly have experienced my boss telling me to do something I didn’t want to do and deciding what I could or couldn’t share with my staff. My less-nice imagination wondered if the customer had some influence on a regulatory body over restaurants or one of their major suppliers (for example, she could have power or influence over the liquor licensing body). Regardless, I wondered if the manager’s response to the hostess's inquiry as to why the change was one of defeat and the feeling of powerlessness at being required to bend to the customer. I might be hesitant to share my defeat, too.
Then I thought about the existing reservations. These people all made their reservations before the customer called. They obviously were persuaded (or deceived) by the manager to accept a change to their desired reservation times to free up the slot for the last-minute customer. If the manager was honest and straightforward with those preexisting customers, then they showed a level of understanding that is commendable. If the manager deceived them by making up a story (such as apologizing that they had accidentally overbooked that slot) to coerce them to change their plan and they eventually find out, they might never return to the restaurant and share their experience with others.
“Trust in the Lord with all your heart, and do not lean on your own understanding. In all your ways acknowledge him, and he will make straight your paths. Be not wise in your own eyes; fear the Lord, and turn away from evil. It will be healing to your flesh and refreshment to your bones. Honor the Lord with your wealth and with the firstfruits of all your produce; then your barns will be filled with plenty, and your vats will be bursting with wine. My son, do not despise the Lord’s discipline or be weary of his reproof, for the Lord reproves him whom he loves, as a father the son in whom he delights.” - Proverbs 3:5-12
My summary of this entire situation and all the participants is that it was avoidable. If we treated each other with love, as we are commanded to do, then each of the participants could have done what they were supposed to do, and no one would have left upset.
“Teacher, which is the great commandment in the Law?” And he said to him, “You shall love the Lord your God with all your heart and with all your soul and with all your mind. This is the great and first commandment. And a second is like it: You shall love your neighbor as yourself. On these two commandments depend all the Law and the Prophets.” - Matthew 22:36-40
