5 nights in

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jmj
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Well, we opened the restaurant portion of our business last week. Tonight, we hosted a private party. All seemed ok, till one customer stormed over to me in a huff about not getting what they ordered 2 1/2 hours ago. She left before I could get more info. She has now just sent me a f b message, berating me for this unacceptableness...saying she just may never come back...i am waiting till tomorrow to reply. I honestly think she was d r un k. For the two wait staff, neither say she asked them. One is my brother in law and the other is the manager from the last owners. So I dunno...We haven't even caught our breath from last week to reflect and tighten up our ship! The cooking kitchen is so inadaquate, food prep is so different in the tropics, and so, I guess the teacher in me just says c'est la vie, can't please them all, but the other side says, really, you waited 2 1/2 hours?! Why?!

Arks's picture
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That's like the hotel I had in San Antonio a few months ago. It seems to be taking the industry by storm. They must have classes that teach them about smiling with the eyes, not just the mouth, or something, because it seems really genuine.

On the other hand, I walked through Walmart last week and every "associate" I encountered greeted me. That's a 180 from how they have always ignored me in the past. Really, it got old having to be nice to so many people! I want to get my stuff and get out of there!

They must have had a lecture on it that morning. It didn't last. They're back to normal now, me hoping they'll leave me alone, and them hoping I'll leave them alone.

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Arks wrote:

That's like the hotel I had in San Antonio a few months ago. It seems to be taking the industry by storm. They must have classes that teach them about smiling with the eyes, not just the mouth, or something, because it seems really genuine.

On the other hand, I walked through Walmart last week and every "associate" I encountered greeted me. That's a 180 from how they have always ignored me in the past. Really, it got old having to be nice to so many people! I want to get my stuff and get out of there!

They must have had a lecture on it that morning. It didn't last. They're back to normal now, me hoping they'll leave me alone, and them hoping I'll leave them alone.

Maybe you lost the scowl and were playing the "glad game". tee hee cool

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Joey Bloggs wrote:

Maybe you lost the scowl and were playing the "glad game". tee hee cool

 

Pollyanna I am not. Just call me Oscar.

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Last night we went for dinner for our 27th anniversary. We have literally been celebrating it all week, since last week. But it was my husband's idea to go out last night on the actual day before church last evening.

We went to a place that is hit and miss, but has great food, no instant mashed potatoes there! We had a server the last time that was awesome.

We walked in, a server came over a moment later "follow me" and plopped the wine list, and menus on the table of a booth, turned and walked away. (and yes, this was to be our server in case you are wondering, it was her table)

Two words, no hello, no good evening, no please follow me...  I was incredulous and said, "We are not celebrating this way, the food is expensive, we work hard for our money and it is a special day for us let's eat in the bar."  (He is always embarrassed by this, and would rather sit there and being treated poorly than cause a small wake.)

So we got up she never said a word, and went to the bar. We sat down as a few others were leaving and the good ol' country boy bartender said "Howr y'all?" And proceeded to be the finest server.

Now admittedly, he is corralled into this bar and we are sitting right there and he can't avoid us, and I am sure the other servers were busy and run off their feet. I understand, trust me I DO!

We had a great meal, great service (worthy of a decent tip) and he said "thanks y'all have a good night..." as we bid him farewell and left.

Breakfast Diva's picture
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On my recent trip to Las Vegas we had the most awesome experiences with servers and one check-in agent at a hotel. Really, it was astounding! What a difference it makes to the traveler's experience when the interaction is genuine and welcoming. 

On our last night, we decided to go to one of the highly rated buffets. As you know, servers in a buffet restaurant have minimal exposure to you. Well, not this time. Our server was amazing and we're now friends on FB and he has helped me plan my dream trip for later this year because he just came back from there. What a great guy! Oh, and the buffet? Forgetaboutit...I'm so over it with any buffet. 

The hotel agent will probably be staying with us as a guest sometime. A real connection was made with her. 

In a city of fake everything, this is the first time I experienced real genuine people there. Amazing.

 

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Breakfast Diva wrote:

On our last night, we decided to go to one of the highly rated buffets. As you know, servers in a buffet restaurant have minimal exposure to you. Well, not this time. Our server was amazing and we're now friends on FB and he has helped me plan my dream trip for later this year because he just came back from there. What a great guy! 

Have you ever been to Buca? You walk in through the kitchen and every person yells out "Welcome to Buca!" and looks you in the eye and smiles at you. 

I think I may try that here but may frIghten the guests away "WELCOME TO THE INN!"  smiley

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Breakfast Diva wrote:

On my recent trip to Las Vegas we had the most awesome experiences with servers and one check-in agent at a hotel. Really, it was astounding! What a difference it makes to the traveler's experience when the interaction is genuine and welcoming. 

AMEN SISTUH!

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I found everyone was a lot friendlier this time, too. But no great connections like you had!

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Joey Bloggs wrote:

...the wine list...went to the bar.

You live in heaven. Have you ever lived in a dry county? Oh how I would welcome horrible service, if I could have it in a wet county! Smiling

In other words, it could be worse!

Tom
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There's dry and there's Green River, Utah 1970 dry.

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Arks wrote:

Joey Bloggs wrote:

...the wine list...went to the bar.

You live in heaven. Have you ever lived in a dry county? Oh how I would welcome horrible service, if I could have it in a wet county! Smiling

In other words, it could be worse!

No way.

Nothing worse than horrible service. You can't drink that away, you wouldn't even get your drink. I saw a margarita sitting there on its lonesome for 10 minutes, the server (yes the same one) came over and got it, the salt had all melted into the drink.

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Joey Bloggs wrote:

Nothing worse than horrible service. You can't drink that away...

I could try Eye-wink

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jmj wrote:

...one customer stormed over to me in a huff about not getting what they ordered 2 1/2 hours ago...the two wait staff, neither say she asked them. 

Since we're reviving this old thread, I'll share from a visit to a local restaurant recently with my brother and some friends.

Before we ordered, my brother mentioned that he was having the Philly Steak sandwich. When the waitress came, we all ordered and when she got to my brother, he said, "Bring us the calamari appetizer, too."

We all got served our meal except my brother. He finally berated the poor waitress for his sandwich not coming. She explained that all he ordered the calamari.

That's when we (all except my brother) realized that he never told her he wanted the sandwich. He's still SURE he did, but I know he's just thinking of mentioning it to us, before she came to take our order. 

So many times in life, I've wished for instant replay.

People who have to deal with the public daily should be paid double!

Morticia's picture
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Silly thing, but the best place we ate, in re customer service, was Nathan's hot dogs. 4 mornings running the staff were cheery, friendly, helpful. They actually did spot checks on the temperature of the food. They cleared the tables in the food court.

And it was cheap. In a place where bottled water was $4, we had breakfast for $10 total without having to go outside.

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Glad to read this post. I hope things will be better for you and season will be in favor of you.

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06/24/2008

We all think Innkeeping is tough, restaurants are a BEAST! 

Take it with a grain of salt.  Waiting 2 1/2 hrs to complain, after everyone should have been served, is inexcusable.  If she had requested the correct dish from the server and still no food,  it is time THEN to ask for the MGR/Owner. 

You are in another culture though so a lot to learn about the business and dealing with the people as well.  I do agree with Maddie's suggestion. 

I am sure things will go well.  Keep the faith and congratulations on making your dream come true.

jmj
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Thanks Madeleine. Good advice- going to reply now.

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Growing pains. These things happen. All you can do is move forward. Apologize to the guest, offer whatever it was she didn't get 'on the house' and ask her to give you another try. You really don't know if she's 'one of those people' or someone you want at your place with her tons of very nice friends.

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