When we recently visited Happy Hawg Barbeque on Jimmy Lee Smith Highway in nearby Hiram, we expected our usual experience. We’d walk in, place a counter order, then a smiling staff member would bring along our drinks and lunch plates.
So after placing our order, we sat near a window and a television. Making ourselves comfortable, we awaited the usual platters of perfectly-prepared meats and delicious sides.
Huh? A Robot?
But this time, we were in for a surprise!
Rather than service from a friendly and helpful member of the smiling staff, a small, white robot waiter rolled up. With a nonsensical animation blinking from its LED-screen face, it addressed us with a disembodied computerized female voice. “Please remove your order from the top tray” it said. Or something to that effect, as I stared in stunned silence.
You see, I worked for nearly 30 years in the foodservice equipment business. My companies built back-of-the-house automated systems like fryers, smoothie machines, and drink dispensers. Our customers included the world most advanced global restaurant chains, many of which were looking for labor-saving and efficiency-improving automation. When I retired seven years ago, almost all had adopted some sort of back-of-the-house restaurant automation. But none had yet utilized robot waiters (at least widely) in their dining rooms.
I had seen, then done a video about these curious little robots at the May 2022 National Restaurant Association trade show. In fact, I visited several manufacturer displays featuring these imported wonders. I watched with amusement and awe as they paraded around in circles for gawking restauranters. Lots of pictures and video taken, and some very animated and opinionated discussions ensued. I even participated in the occasional sales pitch on the show floor.
I never — NEVER — expected to see one at my local barbeque joint. McDonalds, Wendy’s Panera, Chili’s — definitely. But not at a barbeque outpost in a strip mall in semi-rural Georgia.
But there it was, at my table, a robot waiter giving ME instructions.
Something felt oddly wrong about it all — including the fact that I had included a 20% tip for the waitstaff when I place my order at the counter.
Our Food: Just As Expected
Let’s be clear: my food was as good as always, served freshly cooked and piping hot. There was nothing wrong at all about my order, or the timeliness of the table service.
Our plates were piled high — as usual — with pulled chicken, and another with pulled pork literally falling over the edges. Our sides were plentiful and tasty, including a heaping helping of cole slaw on one plate and a steaming ramekin of fresh collard greens in the other.
And after the initial delivery, a real, live, human waitperson did come to my table. She made the small service adjustments the robot could not by retrieving extra napkins, sweetener for my tea, and a refill on one of the sauce bottles.
So I have absolutely NO complaints about the food at Happy Hawg. Nor was there any problem with the friendly human service. I would readily return for another barbeque lunch.
But, the robot? No. While I applaud the proprietors for their experiment with innovation during this time of worker shortages, I wasn’t ready for it. And I likely won’t be — at least at a local restaurant where part of the experience is engaging with the local staff.
So locals be prepared. The restaurant world is changing, and it’s not just the big chains. Don’t be surprised if a robot waiter comes to your table at the neighborhood diner.
As for me, I think I’ll call ahead before I return and check to see if the robot has a day off. And if not, I’m definitely reducing or eliminating the robot’s tip!
