Let US Finish Our Dinner... Please.

Well... I am on a rant for this post.    I've waited almost a week before writing this blog and I'm still upset about the topic.  I have always been an advocate for customer service and in my own professional relationships have tried to treat others as I've wanted to be treated.  This past week... I had an experience that... well... honestly, it left me embarrassed, baffled but most of all... losing faith in the industry where I make a living.   Maybe losing faith is the wrong term... but it reminded me that no matter how hard we try, there is always improvement for training and making sure that customers are first priority.

Restaurants, bars, hotels... are all in the business of making money.   They are also in the business of ensuring that they provide a great experience so that their customers will become "repeat" customers as well as the greatest source of referrals.   I have traveled all over the country, eaten at a ton of restaurants and experienced many amazing opportunities.  This past week... was the low of low's.  The sad thing.. it occurred at one of my favorite restaurants -- or it was one of my favorites.   Right now.. I honestly don't know what my feelings are except, it will be awhile before I make a return visit.

So, you're probably wondering what could have been so bad?  The meat was undercooked and had to be sent back?  They forgot your dessert?  The glassware was dirty?   The wine cork crumbled?  They sat you near the service bar?   No.. unfortunately,  any of those things could have been fixed quickly.

I was dining with a group of friends, who are all in the hospitality industry.  Everyone at my table was somebody in an executive position.   In other words, the group was made up of people who know all about customer service in their own respective capacity.   Needless to say, this group knows great restaurants, so.. I had hoped this would become one of their favorites too.    We enjoyed some great appetizers, nice wine and our entrees were delicious.   Our waiter was attentive and actually, went above and beyond in many respects.   We were all were having a great time.  We made friends with some of the tables nearby and were sharing a few toasts with them.  It was a great night.   Nobody was out of control and nobody had over indulged.    We were in the process of having our coffee and finishing our dessert, when the check was presented.    No worries there, that's usually when they bring it.  The bill was paid and we sat there lingering over our coffee and finishing our conversation when the unthinkable happened... the "floor" manager came over to our table and asked us if we could leave because people were waiting who were hungry.   GASP!   In all my years... I have never ever been asked to leave, especially after paying a bill as large as ours that night.   In fact, I've been on the other end.. where I was the person waiting to be seated and they told me that there was nothing that could be done until the party left.

It was embarrassing, but most of all, it angered my fellow diners.  One of my friends,  who is very esteemed in the industry was so upset that he asked to see the general manager.  I was simply in shock.  I was hurt and embarrassed because the reality is... if they had just let us finish our coffee, we probably would have been up in 15 minutes or less.  Now... they took a group of 8, who are in the industry,  and honestly, it's doubtful if we will ever get over this.    This doesn't suggest that it's okay to do it to anyone who's not in the industry... I think it's just WRONG, period.  

I walked out of the restaurant very upset and in shock.  My friends, however, were so angry that they met with the general manager.  He later came out to talk to me and apologized.  He told me that the "floor" manager was new and that it should have never happened.   He also told me that he was taking care of our dinner and that he would make this right.   At this point... I began to calm down enough to really take a deep breath.  The manager clearly saw how upset that this had made me and my group.   He asked what could he do at this point and I told him that first the "floor manager" owed us an apology.

He told me that could be arranged and took me to the back where the guy came back and apologized. I asked him if he asked any other tables to leave and he said yes.  I asked him their response and he said that they were upset.   Now... I guess the question that bears asking... Was it worth it?  Was it worth losing 2 or 3 large groups who probably would have sent more business to the restaurant just to seat more groups 10 minutes sooner than they would have been seated?

As I reflect on the actions of this one person, I realize that he tarnished my image of this restaurant.   I've been there many times before and always had a great time and experience which is why, I kept going back and taking people.   It's one of the restaurants that I always refer people to ... every single time.  Now.. I find myself pondering whether I will honestly ever be able to do that again.  The general manager did his job and tried to make things right.  The very next day, the waiter, personally emailed two of my friends, who had given him their cards,  but, it still was one of those incidents that probably cost them business in the future.    As for the "floor" manager, he never even asked my name or for my card... which to me.. showed me, he didn't really care at all.   As this happened, I found myself asking how many other individuals have experienced this type of "poor" customer service?

I guess... we all learned a valuable lesson that night.   For me, I learned that mistakes can be costly and that we should all be mindful that even the most innocent gestures without thinking can cost us customers.  I'm sure that the "floor" manager learned several lessons that night... if he still has a job.  Then again, maybe he didn't think it was that big of a deal.