Watch a struggling restaurant and you will usually find lovely people let down by the sequence around them. The smile is fine. The system underneath it is not.
Service fails in the system long before it fails at the table. The greeting, the handoff, the timing, the recovery when something goes wrong. That is the actual product.
Warmth cannot cover a broken sequence. Guests forgive a quiet room; they do not forgive being forgotten.
So fix the system first, then train the smile. In that order, the smile finally has something solid to stand on.
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