Admittedly, I am borrowing these ideas from Eric Ripert of New York's Le Bernadin Restaurant. But, the discussion and further thought on each one is purely mine. Rupert wrote these 'sins' because he thinks that many restaurants should look at their own service and see where it can be improved.
Here are some thoughts about the Cardinal Sins of Service-
1. Not acknowledging guests with eye contact and a smile within 30 seconds. First impressions count!
I wrote about 1st impressions here, but more from a server point of view. This Cardinal Sin deals with any employee greeting any guest that comes into a restaurant. It doesn't matter if it is the host, a cook, a dishwasher or a busboy, all employees who see a guest enter needs to make eye contact and say hello.
2. Not thanking the guests as they leave. Last impression!
Again, I wrote about how the guest only remembers you how you leave here. However, this, again, is for all employees. Make sure that whatever employee is at the front doors when a guest leaves says "Goodbye" and "Thanks for coming in." Throw in a "See you again soon," open the door(s) for the guest and he/she will leave with a great final impression.
3. Not remembering the guests' likes and dislikes!
If you have "regulars" that come to see you, you better know what they like to eat and drink. If the "regular" hates avocados, make sure that no dish for that guest ever comes out of the kitchen with avocados. Know what the guest likes and dislikes will ensure they come back to see you often. Often returning guests means more money in everyone's pocket (except the guest, of course).
4. Not opening the front door for guests.
You open the front door for people who come to your house, don't you? Of course you do. Open the front door for guests that come into your restaurant, too. It is good hospitality and good business practice.
More discussion on the other 125 Cardinal Sins forthcoming.
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