When I was in a kitchen, chef would emphasis how people don't like to wait for their food.
In Japan, people actively look for places where they can wait to get food. The longer they wait the better. 行列ができる店 - means "a shop that creates lines" . Which is a good thing.
At a street bar, I asked the person next to me whether he is annoyed that the bartender was slamming the tins loudly. He said it makes the place more lively, and it is the reason why he comes back.
Coming up with a menu, the operations manager told me that my menu was too big, and I will cause decision paralysis. Shopsin's on Greenwich Village has 900 items on their menu.
People need a clean/comfortable place to eat, but the best food in Thailand and Hong Kong are in some dingy poorly lit alley with plastic chairs and tables.
Customer is always right? at Soup Kitchen International in the 80s if you didn't order in three seconds. Your order was refused.
There are no rules in hospitality.
Only that we show up (almost) everyday, share food and drinks, with people, make their day better and go home. That is the job.
Everything else is a suggestion.
