Body language ‘speeds up drinks service’


New research suggests people sick of waiting to be served at
a bar can speed things up with their body language and by
looking directly at serving staff.

The findings, from Bielefeld University in Germany and
published in the Frontiers in Psychology journal, say getting
served ahead of others at a busy bar is down to body language
and concentrating on winning the attention of those pouring
the drinks.

Patrons sidling up to bars between other customers were often
left waiting longer, as were those who divided their
attention by chatting with friends or perusing menus.

Holding a wallet or purse had some success, but gesturing
with a hand or head to a bartender was less effective,
reported scientists after observing 105 bids to order drinks
at three German and Scottish nightclubs.

Lead researcher Sebastian Loth said customers identified
themselves as ordering or non-ordering patrons through their
behaviour.

Two signals were necessary to ensure timely service. "First,
the customers position themselves directly at the bar and,
secondly, look at the bartender," said Dr Loth.

"If one of these signals was absent, the participants judged
the customers as not bidding for attention."

Auckland bar manager David Wilkinson was unswayed by
psychologists' advice though. After 15 years' experience in
the hospitality industry he agrees eye contact helps, but
says it is the job of bar staff to try to assess who has been
waiting longest rather than succumbing to pushy patrons.

"I don't like people pushing in or calling out for a drink
from the end of the bar," he said yesterday afternoon,
between taking orders at the Shakespeare Hotel and Brewery.

"People who try to push in don't get anywhere - not when I'm
serving, anyway."

He said he wasn't influenced by gender or height, and his
preferred way of dealing with the stroppy minority was to
"just grin and smile".

At the same time, he always tried to stay alert and keep an
eye on people entering the bar, to intercept anybody too
intoxicated to serve and suggest politely they go elsewhere.

David's top five hates

1. Stroppy patrons trying to push in between those who have
been waiting longer for drinks.

2. Intoxicated patrons demanding unsuccessfully to be served.

3. Patrons calling out for drinks from the other end of a
bar.

4. Gamblers demanding change for pokie machines from
bartenders busy pouring drinks.

5. Patrons who can't make up their minds what to order while
keeping others waiting.

- Mathew Dearnaley of the NZ Herald

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