If you’ve worked in a restaurant, you know that "slow" hours can be the worst for service. I’ve seen it happen—and I’ve been guilty of it myself. When things are quiet, service should, in theory, be at its best. Fewer tables, fewer distractions. But instead, it often falls apart.
Servers get distracted. The team disengages at all levels, including management. Instead of staying sharp, they wait for something to happen instead of making 👏 something 👏 happen. 👏
And this doesn’t just apply to restaurants.
In any industry, when things are busy, teams are dialed in. They're responsive, proactive, and fully engaged. But when it’s slow? Complacency creeps in. Small details slip. Urgency fades. And while it may seem harmless in the moment, customers notice. So do colleagues. So does your staff.
Complacency is contagious—and it’s dangerous.
Why Slow Times Matter
The moments between the rush are when service habits are either strengthened or allowed to rot. When it's slow, it’s easier to justify shortcuts, overlook opportunities, and let standards drop. But these moments are when the best teams stand out.
The teams that use downtime to reset, refine, and reinforce their service standards are the ones that stay ahead. They run drills, polish systems, check in with one another, and prepare to exceed expectations the moment things pick back up.
Always On, Always Accountable
Great service, great business, great leadership—it isn’t just about peak performance in peak times. It’s about consistency. It’s about showing up when there’s no spotlight.
Because if your team only functions well under pressure, it’s not excellence—it’s survival. And no one builds a remarkable reputation on survival mode.
So whether you're in hospitality, aerospace, tech, or any other field, ask yourself: what does your team do when it’s slow? That answer may tell you everything you need to know.