We were seated promptly in a good location, private and off to the side. We decided what we wanted - daughter: grilled chicken burger, moi: garden burger, and we substituted Caesar salads instead of the fries. However, we did order their special sweet potato fries which were supposed to be for two people. When they arrived as an appetizer, both daughter and I looked at the plate and then at each other and almost burst out laughing.
"$5.99 for THAT?" I blurted.
With raised eyebrows, we proceeded to have about 6 pieces each, dipped in their "special" garlic sauce. (I think it was a thimble full of their Caesar salad dressing.)
Anyway, the plate was briskly removed when bare and our dinners finally arrived. Daughter had also ordered a decaf coffee and I had tea. The food was so-so but we were hungry and ate it anyway. When daughter finished her coffee, she placed her cup at the edge of the table so that the waitress could see that she needed a refill.
We waited....and waited.....
So then we started looking at the dessert menu. We thought we'd splurge and I was dying for their peanut butter pie with ice cream and she wanted their Mount Baker divine something or other (chocolate cake and fudge drizzle). Once we'd decided what the next course was going to be, we waited some more.
No coffee refill.....no offer of more hot water for my tea.
We waited.....and waited......
Finally, the waitress came over to our table, bill in hand ready to put it down.
Then, she said, "Is there anything else?"
"No thank you," responded daughter.
"Oh, I see they never came and refilled your coffee. I'll go get you some now."
"Never mind, it's okay." said daughter.
To top things off, just before we were served our dinner, another lady and (probably) her daughter were seated across the divider between us and we were smothered in the extremely powerful scent of her perfume!
I'm wondering about the training these young people receive and if they are supervised closely enough to make sure that their customers are being properly served.
Daughter works in the service industry and she is a real stickler for proper top-quality service no matter who the customer is and no matter how difficult the customer can be. She feels that too many individuals in the industry are ruining the reputation of other customer service personnel by being unapproachable, rude, uncaring, and careless when on the job.
All this might seem trivial but a similar thing happened to us just last week, too, at the restaurant across the street. We filled in a customer response card last week and we are going to fill in another one after our poorly served dinner tonight.
Good customer service is all about bringing customers back. And about sending them away happy – happy enough to pass positive feedback about your business, or in these two cases your restaurant, along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers. I'm not sure I really want to return to these two places. I think it would be well worth the time and cost of gasoline to drive to the neighbouring community where there are lots of great restaurants just waiting for my business.