Tea and Sympathy (not a made-up name) was a British restaurant and caf in the heart of

‘Tea and Sympathy’ (not a made-up name) was a British restaurant and café in the heart of New York’s West Village. It became fashionable not only with expatriate Brits but also with native New Yorkers, who were willing to queue to get in. One reason it become famous was for the unusual nature of its service. ‘Everyone is treated in the same way’, said Nicky Perry, one of the two ex-Londoners who ran it. ‘We have a firm policy that we don’t take any shit.’ This robust attitude to the treatment of customers is reinforced by ‘Nicky’s Rules’ which are printed on the menu.

1 Be pleasant to the waitresses – remember Tea and Sympathy girls are always right.

2 You will have to wait outside the restaurant until your entire party is present: no exceptions.

3 Occasionally, you may be asked to change tables so that we can accommodate all of you.

4 If we don’t need the table you may stay all day, but if people are waiting it’s time to naff off.

5 These rules are strictly enforced. Any argument will incur Nicky’s wrath. You have been warned.

Nicky’s Rules were strictly enforced. If customers objected, they were thrown out. Nicky said that she has had to train ‘her girls’ to toughen up. ‘I’ve taught them that when people cross the line they can tear their throats out as far as I’m concerned. What we’ve discovered over the years is that if you are really sweet, people see it as a weakness.’ People were thrown out about twice a week and yet customers still queued for the food (and of course the service).

(a) Why do you think ‘Nicky’s Rules’ help to make the Tea and Sympathy operation more efficient?

(b) The restaurant’s approach to quality of service seems very different to most restaurants. Why do you think it seems to work here? L025