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MANUALE DEL CLIENTE – Prefazione

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Avete mai pensato questa frase:
“Potrei scriverci un libro!”
Ecco, questa frase venne in mente a me durante la prima stagione che feci nel 2007 a Forte dei Marmi. Ero un cameriere alle prime armi buttato in una full immersion di brigata da 17 persone tra sala e cucina, ruolo “tipo” chef de rang (in pratica ero uno di quelli che prendeva le comande) nell’unico ristorante alla buona in pieno centro di una delle zone più ricche della costa italiana.
Media coperti 200 a sera con punte di quasi 300 il sabato.
Ne ho viste e sentite così tante quell’estate che un solo libro non sarebbe bastato. Aneddoti inverosimili, divertenti, critiche e giudizi su colleghi, titolari, clienti.
All’inizio ti senti solo contro tutti, al centro dell’universo in un mondo estremamente contrastante, mai fermo e quasi sembra che tutto giri intorno a te.
Ragione e torto si alternano più velocemente del giorno e della notte, del servizio di pranzo con quello della cena.
Poi capisci che non è così.
Mi accorsi innanzitutto che io ero il primo a non sapere tante cose, motivo per cui il primo a sbagliare.
Il cliente, l’unico ignorante giustificato in quel teatro di attori, per uno spettacolo che apriva il sipario alle 20.00 e chiudeva a orario indefinito “circa/verso” le 2 di notte, era ovviamente quello che sbagliava di più.
Errori, pretese, comportamenti spesso nati dalla buona fede di chi credeva logico poter chiedere variazioni, richieste non previste da menù, il famoso “Che ci vuole?”, le attese dei piatti, già premesso da chi, prendendo l’ordine, aveva in tutti i modi avvisato che con 5 primi diversi ci sarebbero potuti essere dei ritardi volti a far uscire la comanda tutta insieme e così via, l’elenco è molto lungo.
Eppure, parlando e spiegando, con le giuste parole, quel cliente spesso capiva e per quanto potesse sembrare assurdo che fino a quel momento non fossero state ovvie certe considerazioni da parte sua, da quel giorno riusciva a far parte della recita dando modo di rendere lo spettacolo più bello, più armonioso, evitando così di mandare nella cosiddetta “merda” il servizio.
Così pensavo già in quel lontano 2007, servirebbe un manuale, un MANUALE DEL CLIENTE!
Oggi a distanza di 10 anni, siti come TRIP ADVISOR e il loro uso hanno reso la critica qualcosa di negativo a prescindere.
Ma è proprio il giudizio del cliente, il suo verdetto, che ci permette di migliorare.
Invece oggi la tendenza sembra quella di due mondi distinti, come se ci fosse un muro dove di qua ci siamo noi che lavoriamo e di la “LORO” che pagano.
Noi che ci critichiamo tra di noi piatti, cocktail, pizze, tecniche, ruoli, senza spesso ricordare per chi facciamo questo lavoro, come se quello che facciamo lo stessimo facendo per compiacere i nostri colleghi e non i nostri clienti.
E poi ci sono loro, “i paganti”, i quali allo stesso modo sono diventati una folla che si parla, che si confronta, arrivando a giudicare non solo la loro permanenza presso il locale, ma adducendo teorie su come andrebbero gestite brigate, ristoranti, cucine, su come bisognerebbe cucinare un filetto, come andrebbe presentata una selezione di crudi, che selezione di formaggi avere, a quale prezzi vendere il vino e chi più ne ha ne metta.
Il ruolo del CLIENTE è fondamentale nel nostro lavoro.
Non mi riferisco tanto alla sua importanza economica, ma al ruolo vero e proprio che egli è chiamato a interpretare dentro lo spettacolo della ristorazione.
Spettacolo che oggi è composto da più atti o parti, non solo più il semplice mangiare e pagare. C’è infatti anche un prima e un dopo che sono altrettanto importanti.
Vedremo in questo manuale ogni parte, ogni scena, ogni battuta, ogni silenzio, quando il nostro attore, IL CLIENTE, diventa protagonista e quando invece deve lasciare la scena a noi addetti.
E come in ogni pièce teatrale che si rispetti, prima di cominciare gridiamo scaramantici: MERDA! MERDA! MERDA!

(Perché se non vai in merda, godi solo a metà)

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