Yesterday, I was doing a little networking over lunch and one of my two companions suggested we meet at Ted's Montana Grill on West 51st Street in New York.  This is part of a chain of restaurants co-owned by Ted Turner.  In fairness, the food was pretty good and he's got a very politically-correct green policy (paper straws, cloth napkins, etc).  But, I'll probably never go back. 

Problem:

My friend said that the place fills up fast at lunch time and suggested we go early.  I arrived at 11:38, seven minutes before our agreed time.  There were only two tables occupied but the hostess refused to seat me because the restaurant's policy is only to seat groups when everyone is present.

Part of this chain's marketing says it creates an "authentic Montana atmosphere" and brings the "spirit" of the West to cities around the country. Having spent two decades as a resident of the West, I've got to say they've missed the mark.

Solution:

Allow your employees to use a little common sense.  The restaurant has 200 seats and 194 of them were empty when I was refused a chair.    Even worse, the waiting area has room for about 15 people... on stairs.  Any employee with a little autonomy could have figured out that, at that moment in time, letting me sit was the better business decision.  From the short-term economic perspective, Ted's would have sold one more beverage -- the highest profit item in a restaurant -- than it did yesterday.  From the long term perspective, of course, they would have had a repeat customer and maybe hosted a group event for me.  So, loosen the reins a little and empower your employees to grow your good brand and your profits!