Online Reporter
Your Money, Your Call
Cresencia Marjorie Chiremba
THERE is something about a December afternoon in Harare that calls for good company, smoky braai and easy family laughter.
That is exactly what we had in mind this past Saturday when we headed out to a popular joint in Hatfield.
The weather was perfect, the mood light and the promise of grilled meat and cold drinks hung in the air like the scent of charcoal.
But what was meant to be a relaxed family outing quickly turned sour.
We arrived to join a group that had already been seated for some time.
As we greeted each other and settled in, it became clear that something was amiss.
The group had placed their food orders around 4pm, yet by the time we got there — well after 5.30pm — nothing had been served.
Not even a plate of chips to tide them over.
Now, anyone who has ever ordered a braai in Zimbabwe knows it is not exactly fast food.
But there is a reasonable expectation of between 30 to 40 minutes, maybe a bit longer if the place is packed.
This was not just a delay, but a breakdown in basic service delivery. To be fair, the place was buzzing. It is a well-known spot, especially during the festive season when families, workmates and old friends gather to unwind.
But popularity should never be an excuse for poor service.
If anything, it should be a call to tighten systems, train staff and anticipate the surge in demand. What we witnessed was a kitchen overwhelmed, short-staffed and customers growing increasingly frustrated.
Some tried to laugh it off, others flagged down servers for updates that never came.
Resultantly, the mood shifted from festive to fatigued. It is a shame.
Because the venue itself has a lot going on — ample space, a lively atmosphere and a menu that, on paper, promises a great experience.
But all that potential is lost when the basics are not met. No one wants to spend their Saturday evening watching the sunset on an empty plate.
This is not just about one restaurant, but a reflection of a broader issue in our hospitality sector and the gap between demand and delivery.
As more Zimbabweans embrace the culture of eating out, especially during holidays, our service establishments must evolve.
That means investing in staff training, streamlining kitchen operations and, most importantly, respecting the patrons. It is also about communication.
If there is a delay, say so. Offer a drink on the house, a small snack or just a sincere apology.
Most patrons are understanding — what they resent is being ignored or misled.
As we eventually tucked into our long-awaited meals, the food was decent. But by then, the magic of the moment had dimmed.
Children had become restless, adults weary and the conversations had shifted from celebration to critique. The festive season is a golden opportunity for local joints to shine.
With the right preparation, they can turn first-time visitors into loyal customers.
However, when service falters, even the best braai cannot save the day. To the eateries gearing up for the holiday rush, I say we see your potential.
We want to support you. Do not let the sizzle fizzle out. We are not just hungry for food but experiences that are worth our time, money and memories.
Cresencia Marjorie Chiremba is a marketing, sales and customer service consultant. For suggestions and training, contact her on: [email protected] or +263712979461/0719978335/077297833.
