. . . that those that hold jobs would do everything in their power to keep them. I am amazed at the lack of service that we are getting these days at local restaurants both high end (expensive) and middle of the road like delis – although have you seen the prices lately?
There is a new Italian restaurant in Encino. The first time we tried to get in we were told that because we had no reservation they could not accommodate us. I am OK with that. The place was full and that was the best recommendation. A few months later we tried to go again and were accommodated as it was early in the evening. The food was great, the service was good, so we felt we found a good eatery that is local.
As we looked through the menu, we saw that they had a sister operation in Brentwood. Guess which one! That prompted a conversation with the waiter who told us that while management was related, they were two different restaurants. That fact was borne out by the ensuing service the quality of the food and the attention we got. Looking around, we were not alone as the restaurant filled and everyone seemed to be pleased. We will continue to frequent Oliva.
As a gesture of good will, I called the manager of the Italian restaurant in Encino and thanked him for the experience as his hostess caused us to find a better restaurant that we will continue to frequent. I expressed my feelings saying, “Sorry that our experience at your eatery was bad, but it led to a good thing and for that we are grateful. Thank your hostess for me.”
Not long ago my wife made a reservation at a very upscale Brentwood restaurant* to celebrate a family event. She called and made the reservation and asked for a specific table. In fact, a friend that is a very frequent diner also called on our behalf to make sure that the table was held for us. A few days before another call was made and we were assured that the table was ours.
You guessed it – the table was occupied when we got there. “Someone else wanted it,” we were told. No apology. We even saw the notes in the reservation book and she could care less. We were given a smaller table by the bar.
Our waitress was, to be polite, the worst! Food came out at different intervals and was cold. No apologies. No attention. Could not get her attention. The bill was extravagant and the service really sucked and the food failed on every level. Of course, we reported this to our friends who are or were very frequent diners there – a couple of times a week. They gave the restaurant a pass as it may have been a “bad night.” Guess what, they experienced similar attitudes after that and are no longer patrons. My guess is, and I do not know, they may have spent up to $10,000 a year or more at that establishment. That is the equivalent of a half of a hostess. With their negative recommendations the other half is probably gone.
They say that the third time is a charm. It was about the same time in the early evening we stopped by to see if we could get a pre-movie meal. There was about four tables occupied and the rest of the restaurant was empty. We requested a patio table and the petite 17 year old hostess came back pointing to her watch like an old schoolteacher, admonishing us that the table had to be available at 7:15 for another customer. We probably would have been gone long before the 7:15 time, but it was the attitude – so we said, “Good-bye.”
From there we headed east to Van Nuys Boulevard where we revisited a restaurant that we ate at once a few years back. We were greeted in a manner that says we want your business. They provided a great table, great bread and a very good menu. The wait staff was friendly and welcoming.
Not long ago, after a religious service four of us went to a local delicatessen that had a famous reputation. The place was two thirds empty. We were immediately seated and a table and promptly ignored. The waitress was non-existent and when she finally arrived she took our order.
Nate must have been off that night because it took forever to get the food. Our waitress was pleasant and friendly but we didn’t see her until the food arrived. It was not good.
Here is the point: With unemployment so high and customers are hard to get due to the economy, you would think that business, especially service business, would take time to train their people.
I am amazed at the attitudes. These people have jobs and are trying to lose them – maybe not intentionally, but by their attitudes. The business owners are somewhat lax as they are not training their people to protect their business. I see lack of caring – maybe basic training should be as a WalMart greeter. They always smile and say, “Welcome.”
That is my take – you decide.
*Name of restaurant given by written request.
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