I was reading an article about Darden Restaurants today. Darden recently responded to investor criticism of their mismanagement of Olive Garden restaurants.

Their response included the following passage:

False customer waits at the front door: “Since beginning our focus on this issue over the past year, our false waits are now at historic lows and guest complaints regarding false waits are the lowest they have ever been.”

What are false waits? Are they the same as regular waits? Why are they called false?