Acknowledging the delay

“I’m sorry. The kitchen is really busy, and your meals are taking a little longer than usual. Would you like some more bread in the meantime?”

It’s not the way the server worded it. It’s not even the explanation. It certainly wasn’t the offer of more bread. It’s that the delay was acknowledged. That’s what mattered, and that’s what added additional runway to everyone’s patience.

* * *

Sometimes we’re late. Behind schedule somehow, or slower than expected.

The thing to do is not to hide. Not to go radio-silent. Not to pretend all is well.

The thing to do — the professional thing to do — is to speak to it. Communicate. Inform.

The person waiting (the restaurant patron, the friend at the airport, the customer at the mailbox) ... that person will know when you’re late. Better to say something when you anticipate the delay ... and ease the tension with a bit of courtesy.

It works.