Today, I ate out 3 times during the day. And I "enjoyed" a completely different level of service each time.
The first time I went out, today, was for lunch. A cafe in a upscale mall. I sat there, at my little table for 2, waiting for my business partner... I sat there for close to 10 mins. No one looked at me. No one said anything. Eventually, as I looked though the menu, a waitress came up to me and said: "are you thinking of ordering anything?" When I nodded, she changed her smile to a "self-evident" look on her face and said: "well, walk up to the bar to order it". I ordered, I cleared my own table, I asked for the bill at the bar, waited for 10 mins for the bill- while standing - , and then had to argue with them that I was still waiting for my 10€ in change (which was another 5 mins before they gave to me).
My second experience was at the airport. A friend of mine was in town for just a couple of hours and we met up at the resto/bar for a drink and tapas. We chose one of many cafeteria-type restaurants where there is a line of food in a fridge to chose from and you move up to the register (like at IKEA), or there was a cafe/bar-style counter where you order your food from a person and they let you eat it, before charging you for it (while you stand at the counter). In this experience we ordered a couple of Whisky&Cokes from a lady, asked for the bill from a young man, who then seeked out the help of his manager to find our bill or re-type it in order to charge us for it. The whole "paying" experience lasted about 5 mins because no one knew anything about how to find us in the computer register (in an airport, 5 mins is an eternity).
My last experience of the day was at a restaurant near my house "Quattro Room". This is a very chic restaurant. It has been opened for about 4 years. I go there primarily for their Tuna Tartare which is the best I have ever had anywhere. The same "room director" has been there since the beginning although the staff has changed several times over. The Room director always personally attends to every table - greeting you as you sit down, checking that everything is ok, and thanking you for your meal with free chupitos (a shot - usually fruit schnapps or flavoured moonshine). The waitstaff are always kind and helpful, and this staff goes the extra way to joke, recommend and help you through every course to ensure it is the best experience you could have. It is not a particularly expensive restaurant, but the experience is always enjoyable (and the food is also very good).
In North America, no matter where you go, you will get decent service: quick, polite and friendly. As a Canadian, this seems basic to human interaction in every type of business. But my 9 years in Southern Europe has taught me otherwise. "Quick" is luxury. "Polite" is often a pleasant surprise and "Friendliness" is always unexpected. Don't get me wrong! Southern Europeans - everywhere I have ever been, have always been polite, friendly, educational about their countries, proud of their heritage and culinary delights etc. Europe is Great! This is why I live here. But something happens when the Southern Europeans get behind a counter (or apron) ; they turn into the gremlin version of themselves.
Why??? Is it that difficult to be hospitable like at the "Quattro Room"? I have been there at least a dozen times, and raved about it to all who I meet. Is this not what most restaurant owners want???
I like researching my next culinary experience. It makes me excited about the experience and makes me impatient about the "big event" like a child hopelessly waiting for Christmas morning to open gifts. And nothing, to me, is a bigger disappointment than not being able to fully, properly, unbiasedly enjoy the culinary experience I have so been awaitin , - for something as ·banal· as the bad service received.
As much I may like/love the food in a restaurant, if the service is bad - the whole restaurant is bad. Why is this such a hard concept to learn??? Maybe I should start a new business venture as a "Restaurant Service Consultant" - I could be a "spy customer" who then, reports back to the owners/managers about what to do to improve their service (and therefore, the customer's experience; the word of mouth; and the marketing) at no additional cost (except for my fee, LOL) and increase their earnings by ??%
Someone... Please advise!!! I am desperate for an answer!!!
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