Quote:
Originally Posted by B-Line
And if you drop the ball and make people wait, serve them some free appetizers at the bar. Send a free desert.
But after two hours at the bar all they offered was a glass of cheap champagne.. There's no excuse. Not for an expensive, big holiday meal for three couples..
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I agree completely on this point. I concur mistakes happen when a hot spot is busy but it's no excuse for blatantly mishandling the situation.
Not too long ago, I checked a local neighborhood restaurant which is one of the highest rated places in town and was surprised to see how unassuming it was. I found out although the food was spectacular, the service is what made the experience. Case in point - when we arrived for 7pm reservations for 2, they informed us we would have to wait about 15 mins. They immediately brought over a complimentary tasting of a nice chardonnay while we waited. After we were seated, the GM came over and said that he knew it was our first time visiting and apologized again for the wait and offered a glass of wine on the house. While we were waiting for our food which was taking a little long (although we were enjoying the night so much it didn't matter), the waiter came out with a nice sampler appetizer compliments of the chef with more apologies. We enjoyed the gesture and our main course immensely. Right when we finished the GM came over and said that he would pick up a desert for us to split or another glass of wine if we preferred. We had an amazing experience and felt very very well taken care of even though they were running relatively late the whole time.
Here's something fresh too - I get a call the Monday after from the OWNER. He said he heard they were running a little behind schedule and wanted to thank me and my date for being so gracious and wanted to be sure our first experience was enjoyable. Result - complete satisfaction from a potentially frustrating situation. I'm sure something like this could have easily been in B-Line's case and no rant would have ever been necessary to get action!
