Understanding Character Through the Waiter Test: Insights from CEOs
Written on
Chapter 1: The Importance of Treating Service Workers with Respect
Numerous CEOs have voiced a shared belief that an individual’s treatment of waitstaff can reveal significant insights into their character. As highlighted in a USA Today article, this perspective emphasizes that when someone speaks to a waiter with disdain, such as boasting, "I could buy this place and fire you!" it serves as a glaring indicator of their true nature, irrespective of their wealth or status.
Bill Swanson, the former chairman and CEO of Raytheon Technologies, stated, "If someone is courteous to you but dismissive to those in lesser roles, they are not genuinely kind." He cautioned against those who can easily switch their demeanor based on whom they are interacting with, particularly those who show contempt toward perceived subordinates.
Moreover, Brenda Barnes, the late CEO of Sara Lee and former PepsiCo leader, remarked, "How leaders treat waitstaff likely reflects their treatment of actual employees. Sitting in the CEO chair does not elevate my worth compared to a forklift operator in our plant. If you mistreat a waiter or subordinate, do not expect them to put forth their best effort."
Section 1.1: The Broader Implications of the Waiter Rule
The so-called Waiter Rule extends beyond just restaurant servers. It encompasses how we interact with all service personnel, including busboys, hotel staff, garbage collectors, and even ride-sharing drivers.
Steve Odland, former Office Depot CEO and current president of the Conference Board, shared a personal experience from over 40 years ago when he was a waiter. After accidentally spilling sorbet on a customer's dress, he braced for a negative reaction. Fortunately, the affluent patron reassured him, saying, "It's alright. It wasn't your fault." This encounter imparted a lasting lesson: a person's true character can often be discerned by their treatment of waitstaff.
Subsection 1.1.1: Real-Life Examples of the Waiter Test
Section 1.2: Observations from the Dining Table
In another incident, Bill Swanson recalled dining with a seemingly pleasant individual who abruptly became rude to a waiter when a desired wine was unavailable. This behavior revealed the man's true disposition, underscoring that kindness can often be superficial.
Similarly, Ron Shaich, co-founder of Au Bon Pain and current CEO of Act III Holdings, recounted a job interview where a candidate displayed charm towards him but was unexpectedly disrespectful to a table cleaner. Despite her initial warmth, she was not hired because such behavior indicated a lack of character.
Chapter 2: The Consequences of Poor Treatment
Seymour Holtzman, former chairman of Casual Male Retail Group, expressed disapproval of individuals who speak condescendingly to others, stating that it reflects a significant ego problem. Dave Gould, former CEO of Witness Systems, emphasized the importance of humility, recounting an incident where a CEO reacted graciously after a waitress spilled wine on him, demonstrating their ability to connect with others regardless of status.
Odland's reflections on being a busboy illustrated a crucial point: "People treated me wonderfully, while others looked down on me. My intelligence and capability were unchanged, yet perceptions varied dramatically. Maintaining a consistent value system and ethics is vital, regardless of one’s position; otherwise, one risks embodying the traits of a narcissistic leader."