[Food & Wine] The Fine Art of Telling a Customer to F Off
By Seth Gerber
Seth Gerber, an adjunct professor at Boston University’s School of Hospitality Administration and managing partner of the MIDA restaurant group in Boston, offers a candid and thought-provoking perspective on redefining service in the post-pandemic restaurant industry. Gerber challenges the conventional approach to hospitality, advocating for a balanced relationship between staff and guests where boundaries are respected, and unacceptable behavior is addressed.
The article explores Gerber’s experiences and the importance of setting clear boundaries in the restaurant industry. He argues that while customer retention remains a priority, it is crucial for restaurants to stand firm against toxic behaviors that undermine staff morale and brand integrity. Through a strategic approach to conflict resolution, Gerber emphasizes the value of maintaining professionalism and refining the customer experience, ultimately reshaping the meaning of hospitality in modern dining.