Description: Explore the intersection of automation and human connection in the restaurant industry through a real-life dining experience. Read to discover why human-centered businesses might be the true winners in the AI revolution, and how you can lead this transformative change.

This blog is about robots.

Upon arriving at the restaurant, it was immediately clear that the indoor seating was inaccessible for my esteemed guest, who is in a wheelchair.

We ask to be seated outside instead, and they find us a table. It’s on uneven ground, but we both manage.

After 10 minutes of chatting I realize that no one has so much as greeted us. We have no water and no menus.

I scan the table. Did they forget about us completely?

And that’s when I notice a laminated card with a QR code. Ah, of course – the menus are online.

My guest scans the code but, due to their international data plan or perhaps generally spotty service, it doesn’t pull up. Luckily mine does, so we pass the phone back and forth in order to create our order.

We have questions about the menu, particularly dietary restrictions, but again – there’s no one to ask. There are no servers in any traditional sense. Sure, there are frazzled staff racing past to deliver food at different tables, but no one makes eye contact let alone stops to check on us.

Still no water.

Finally I flag someone down and they stop abruptly, clearly thrown off by the interruption.

“Yes?” she asks quickly.

“Hi, sorry. We don’t know who to ask-“

She’s not even listening. Her eyes dart around, like I broke the secret robot server restaurant programming code. Restaurants are tough environments, and for all I know this is a new system. I remain calm and kind.

“-We wanted to order decaf coffee but don’t see it anywhere on the menu. Do you have decaf?”

“Sure,” she says. “Just order any coffee and write ‘decaf’ in the special instructions.”

And with that, she is gone.

We put in our orders – two salads and two coffees – and return to our conversation.

The Meal

Time passes.

More time passes.

And then even more.

I check my watch and notice over an hour has gone by since we were initially seated. We have our coffees, which we both hope are actually decaf.

Again I flag down a server, this time someone else.

“Excuse me, it’s been over an hour and we have to get back to work. We only ordered two salads and haven’t heard from anyone.”

“I’ll check on that for you.”

She comes back in a few minutes.

“I’m so sorry, they’ll be out shortly.”

And sure enough, a few minutes later, we finally got our salads. They were fine, good even – but by this point, we’re not engaged in the meal. We need to eat quick and get back to work.

We paid via the QR code, of course.

I’m prompted for a tip, and can’t decide what to do. Who am I tipping? For what? I leave a tip because I’ve been trained to, but start debating whether I’ll tip the next time that happens.

Although, there will never be a next time at this establishment.

We leave the table without any acknowledgment from the staff or management. It’s as if we were never there.

Staying Human is Simple, But Not Easy

Of course, I’ve been reflecting on that lunch ever since.

This restaurant, like so many others, has decided that human connection is no longer worth the trouble. Everything is automated, even the people.

It’s not the fault of the servers or staff, of course. Heck, it’s probably not even the fault of the management. Every business is trying to stay ahead of the curve, keep up with the pace of AI and technology, and deliver an experience.

And it certainly was an experience: it made me feel anxious, frustrated, and unappreciated.

But there’s some very good news here: If you’re in the restaurant business in 2023, it’s never been easier to stand out. Make people feel heard, understood, and valued – your patrons AND your staff.

Treat them like people with hopes, dreams, worries, and concerns. Meet them where they’re at. Give them the gift of connection.

Stop having transactions and start having interactions, again.

Whose revolution is it, anyway?

Right now, there’s a huge push to make robots feel more human.

At the same time, nearly every industry is trying to make humans act more like robots. The world is beginning to feel like one big uncanny valley.

I predict that AI chatbots, AI generated music, and AI generated art will become so prominent that on the Internet, you’ll never be able to tell if you’re interacting with a real person or idea.

And when that happens, my hope and belief is that we will return to the bars to see live music, the coffee shops to engage in meaningful conversation, the fairs to see artists breathing life into their work.

Philosophers will reign and kids will play outside together. We will stop scheduling and filtering and automating ourselves into oblivion. We might even learn to love ourselves and each other again.

Mark my words:

When the dust settles on the AI revolution, it will be the human-centered organizations still standing.

And you can lead it.

Ready to lead the human connection revolution with your team or organization?

I help organizations build connected cultures where everyone feels heard, understood, and valued. My programs have been delivered on 5 continents for groups as small as 6 and as large as 100,000, and are the highest rated sessions at every event.

Send us a message to inquire today.

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