Why Service Matters
News Flash - Service Matters.
Its irrelevant if you're discussing the hash-slinger at your local greasy spoon, the clerk behind the shirt counter, or the folks you send to Washington DC, the fact is, the level of service you get makes an impression.
I could discuss whether my own performance in service to the public is adequate, but that's the subject of another blog post, (and perhaps state bar proceedings...)
Rather, I will point out two takes on the same problem: Restaurant service vs restaurant food.
Several nights ago - we hit up the Pink Taco (not the kind of place you're thinking of). High end, rock and roll mexican food, brought to you by celebrity restaurantuers. It occupies a high rent area in Century City. Walking in, you're greeting by the manager or seating manager, who dismiss you as though your appearance at the door was the harbinger of an e-coli outbreak. You are notified somewhat dismissively, that it could be an hour or more for seating, but you're welcome to wait in the bar. NOTE - for those of you not familiar with the food service industry, OF COURSE you can wait in the bar!! The lion's share of restaurant profits come from slinging you well vodka at premium prices until you can't crawl out the door. Now, why seat you right away, when I can get you and your party to consume a round or two while standing in our bar?
Suffice to say, we sought out some prime real estate on the patio, preparing for some margaritas, when, once again, we were accosted by a sighing waitron, indicating that we weren't permitted to sit where we were, unless put there by the host.
Scuffling back into the bar again, to STAND next to the bar, however, this paragon of service WAS willing to take our drink orders - gee Sparky, really? After throwing us off the patio, you're going to save me the one-foot walk from where I am, to where the bartender is, just for the pleasure of a small tip? Great.....
At this point, if I am on my own, I walk out. Surly at that. (and have walked out of here twice before). However, we're with a group, so, I wait.
Fast forward to when we actually get to a table - Fast, friendly efficient service. Prompt water, drink and food orders. And the food, honestly, very very good.
Lesson - The quality of the food and quality of the (subsequent) service saves the day.
Another night, another restaurant - This time, "Craft" - Tom C's new restaurant in Century City. Hotspot with CAA agents, celebs, and the beautiful people who fancy themselves foodies.
Expansive, unique menu, lush surroundings.
We set up reservations - They politely call to confirm. Hostess at the door, fast, efficient, friendly.
Waiter comes to the table, drink orders in place, a round of hand delivered breads....
All this seems to be going very very well...
Time passess....
More time passess...
Hey... we're still sitting here....
An HOUR goes by - no ordering takes place. Several rounds of drinks have arrived, through our secondary waitstaff, but Sparky has yet to return and grace us with his presence. Eventually, we break through the fourth wall and ask someone to go get our waiter. We're annoyed. He shows up... but then dashes off to do something else... but he'll be right back...
Again... annoyed. Now, mind you, he's very polite, but clearly... doing either too much, or doing something OTHER than tending to our table.
We order - he seems distracted. Doesn't bother explaining that all dishes are served "family style" - so, of course, we end up ordering in the wrong proportions. Takes drink orders, which subsequently, show up wrong.
We end up having to resort again to the B team, to find out where the first course is...
Eventually, they figure it all out, and the food shows up. Its actually very well prepared. Very tasty. Unique selections. Great presentation. Everything exquisitely done.
However - the damage is already done.
Were we in a rush? No. Would we have perhaps stayed the same amount of time, and gotten the same things, had the service been what it should have been - perhaps... even probably...
However, the service being "off" created enough dissonance that the experience seemed off - even with the presence of great food.
The Lesson - Service Matters.
Go out there and remember that - when you're getting good service, reward it. When you're asked to give, perform to your best.
Its irrelevant if you're discussing the hash-slinger at your local greasy spoon, the clerk behind the shirt counter, or the folks you send to Washington DC, the fact is, the level of service you get makes an impression.
I could discuss whether my own performance in service to the public is adequate, but that's the subject of another blog post, (and perhaps state bar proceedings...)
Rather, I will point out two takes on the same problem: Restaurant service vs restaurant food.
Several nights ago - we hit up the Pink Taco (not the kind of place you're thinking of). High end, rock and roll mexican food, brought to you by celebrity restaurantuers. It occupies a high rent area in Century City. Walking in, you're greeting by the manager or seating manager, who dismiss you as though your appearance at the door was the harbinger of an e-coli outbreak. You are notified somewhat dismissively, that it could be an hour or more for seating, but you're welcome to wait in the bar. NOTE - for those of you not familiar with the food service industry, OF COURSE you can wait in the bar!! The lion's share of restaurant profits come from slinging you well vodka at premium prices until you can't crawl out the door. Now, why seat you right away, when I can get you and your party to consume a round or two while standing in our bar?
Suffice to say, we sought out some prime real estate on the patio, preparing for some margaritas, when, once again, we were accosted by a sighing waitron, indicating that we weren't permitted to sit where we were, unless put there by the host.
Scuffling back into the bar again, to STAND next to the bar, however, this paragon of service WAS willing to take our drink orders - gee Sparky, really? After throwing us off the patio, you're going to save me the one-foot walk from where I am, to where the bartender is, just for the pleasure of a small tip? Great.....
At this point, if I am on my own, I walk out. Surly at that. (and have walked out of here twice before). However, we're with a group, so, I wait.
Fast forward to when we actually get to a table - Fast, friendly efficient service. Prompt water, drink and food orders. And the food, honestly, very very good.
Lesson - The quality of the food and quality of the (subsequent) service saves the day.
Another night, another restaurant - This time, "Craft" - Tom C's new restaurant in Century City. Hotspot with CAA agents, celebs, and the beautiful people who fancy themselves foodies.
Expansive, unique menu, lush surroundings.
We set up reservations - They politely call to confirm. Hostess at the door, fast, efficient, friendly.
Waiter comes to the table, drink orders in place, a round of hand delivered breads....
All this seems to be going very very well...
Time passess....
More time passess...
Hey... we're still sitting here....
An HOUR goes by - no ordering takes place. Several rounds of drinks have arrived, through our secondary waitstaff, but Sparky has yet to return and grace us with his presence. Eventually, we break through the fourth wall and ask someone to go get our waiter. We're annoyed. He shows up... but then dashes off to do something else... but he'll be right back...
Again... annoyed. Now, mind you, he's very polite, but clearly... doing either too much, or doing something OTHER than tending to our table.
We order - he seems distracted. Doesn't bother explaining that all dishes are served "family style" - so, of course, we end up ordering in the wrong proportions. Takes drink orders, which subsequently, show up wrong.
We end up having to resort again to the B team, to find out where the first course is...
Eventually, they figure it all out, and the food shows up. Its actually very well prepared. Very tasty. Unique selections. Great presentation. Everything exquisitely done.
However - the damage is already done.
Were we in a rush? No. Would we have perhaps stayed the same amount of time, and gotten the same things, had the service been what it should have been - perhaps... even probably...
However, the service being "off" created enough dissonance that the experience seemed off - even with the presence of great food.
The Lesson - Service Matters.
Go out there and remember that - when you're getting good service, reward it. When you're asked to give, perform to your best.
posted by Mitch at 12:26 PM
3 Comments:
F-ing Comedy...and we learn 2 things:
1. Sparky - whomever, where ever needs to die, and
2. It sounds like high time for a trip to Gyu Kaku. At least you know that it will be cooked exactly how you like it and in the proper serving size!
I have always had good luck at The Water Grill. Yeah, I know it is not all "new" or flashy. But it is class and style.
Coming soon - an updated restaurant review for a place that got it right!
Post a Comment
<< Home