By: Patrick Maguire
Book Chapter: Customer Hall of Shame
This is just too good not to share.
Example #7,662 why restaurant owners and staff loathe amateur restaurant ‘”reviewers.”
A friend invited me and my wife… to try XYZ restaurant. This friend knows I’m a foodie and hard on restaurants in general, Italian restaurants in particular (I am Italian)…
The chef obviously does not how to perform the maneuver for blending pasta with an oil (or butter) based seasoning that, in Italian, is referred to as “mantecare.” The idea is that you drain the pasta early and you finish it off in a pan with the seasoning so that starch shed from the pasta blends with the fat and binds the dish together. Having a puddle of grease at the bottom of a plate of fettuccine that is anything more than a slight slick is a major fail (maybe the chef should travel to Alfredo Alla Scrofa in Rome to learn; the place has become touristy but they still complete this key step table-side so he could watch them do it.
Kudos to the restaurant for serving a truly prime cut of beef. It was delicious. BUT…. in this day of accurate thermometers it’s unacceptable to flub the temperature. A medium rare steak should be RED and WARM throughout. Mine came PINK in the middle, with extended sections of BROWN. Call it medium (areas medium-well). I sent it back. It came back RED (good) and COLD (not medium rare). I ate it because at that point I did not want to send it back again and I’d rather eat meat too raw than too cooked. But this is unacceptable, all it takes is a thermometer to get it right and if you can’t even do that right, a $200 immersion circulator will allow you to cook meat to the perfect temperature every time; a propane torch will add that perfect sear. Disappointing. But, again, the cut of meat was outstanding, so some credit for not skimping on ingredients.
The sides were abundant but did not impress. The rolled up eggplant bits were average. The eggplant was tasty but I don’t know what they’d done to the ricotta to make it so tough. The corn tasted like it was out of a can.
The gelato…did not have the smoothness of gelato and I suspect the chef did not follow the proper gelato process (which is not easy — I grant, but if you can’t do it, give it up).
Wine list was extensive and reasonably priced — a plus. I would have liked some more Southern Italian wines, but that’s me and I don’t hold it against them.
Portions are absurd but this is a neutral…The fettuccine half portion looked to be about 100g-120g of pasta; a portion of dry pasta should be about 100g and a portion of egg past should be about 80g by Italian standards. If what I got was truly a half portion, the implication is that a full portion is 200g-240g — that’s insane (I am a 1.82m tall and weigh 80 Kg and it was too much for me). The tenderloin looked to be 500g of meat or so. I could not finish any of the dishes. Again, I don’t hold it against the restaurant, but beware when you order.
Service good. Ambiance a little dark for my taste but good. Location excellent.
I go to restaurants for food and this was a fail.
[As I've stated before, imagine living or working with people like this every day??? At least we can get rid of them at the end of the meal.]
Join #ServerNotServant on Facebook here, and on Twitter and Instagram @PatrickMBoston.
By: Patrick Maguire
Book Chapter: Human-to-Human Service
I don’t share fundraising initiatives too often here. When I do, I prefer that they be small, private, non-corporate, low admin fee initiatives. Here is one that I fully support, especially because I know and like Fernando and his co-workers helping him a lot. No one is exempt from life-changing events. Please help and share if the spirit moves you. Thank you.
From the GoFundMe page:
Many of you know our loving & happy-go-lucky coworker, Fernando Moraes. He has been a dedicated part of BL Gruppo’s Sportello Restaurant for 4+ years, working as a server and making his mark as part of “Team Wine”. He is also a loving husband and father of an 8-month old daughter, Norah.
2 weeks ago, “Fern” was riding his bike home from work and was stuck by another vehicle. He suffered a broken & fractured arm, broken wrist and 2 broken hands. Honestly, he is very lucky to be alive..
In hopes to maintain his spirit and optimism, and to relieve some financial burden, we have chosen to set up this fundraiser page. Fern’s recovery process will possibly take upwards of 3 months, during which time he will be out of work. As his arms and hands play a vital role in his working enviornment, the quality of his recovery will be extrememly important.
7/8/2015 update from my friend and Fernando’s co-worker, Haley Fortier:
WOW!!! What a push!! We are over half way there in 2 days already!! THANK YOU to everyone who has donated to this cause. It is a really testament to our industry, our clientele, friends, family & to our community in Fort Point!! I am humbled by the response and very much appreciate all of your efforts. We are almost there!!! Keep spreading the word….and again, THANK YOU!!!
More details here. Again, thank you-Patrick
By: Patrick Maguire
Book Chapter: Confronting without Confrontation
It’s no fun being the Fun Police. I’ve been a member of the brigade often. And no matter how hard you try, it’s rare to confront a group of “fun” people who completely “get it” when you ask them to consider the circumstances, their volume and actions, and everyone else around them. When you add alcohol to the mix, it often doesn’t end well.
Open letter to an OBNOXIOUS Self Entitled Customer: ( I have always come from the school of “The customer is always right” and many of you who know me and have been customers of KC’s for many many years know I will bend over backwards for my customers.) That being said, there are times I need to say what needs to be said. Which is what follows [after Joyce's 'review'].
Joyce — 1 star • KC’s Ribs Shack WAS one of our favorite places to eat HOWEVER we just left there very unhappy. We had a party of twenty for a birthday party. We were all seated in the bar. We were having fun singing along with the radio when the OWNER came over to the table and very RUDELY told us to keep quiet others were trying to eat. Now mind you there were about 10 others in the bar and they were all laughing and having fun with us including the bartender and wait staff. When we confronted owner about him being rude he said he didn’t care! Let it be know We will NEVER EAT THERE AGAIN!!! We had a 500 dollar bill they have now lost our business! And I now will never recommend this place to anyone!!! I will never go again!!! #KCRIBSHACK #THEYSUCK #ownersanASSHOLE #boycott
Dear Joyce, I sincerely apologize that you mistakenly thought my restaurant was a karaoke bar.
We are a family restaurant not a bar. I realize you felt as though everybody in the entire restaurant was rejoicing in the painful rendition of Bohemian Rhapsody you and your self entitled friends were performing, yet that was not the case.
Although sometimes it is tough to walk the line between being the fun police and allowing our customers to enjoy themselves to their fullest. We have to draw the line when it becomes a nuisance to other customers in the restaurant at the time. Two tables asked to be moved to other areas of the restaurant even after your group was asked to stop singing. You probably missed out on that because it is clearly all about you. I’m glad you and your inconsiderate friends have vowed to “Never Eat There Again” and to #Boycott KC’s Rib Shack. Go ahead and continue your social media crusade on Yelp and facebook. I think you may have forgot Tripadviser as well. Thanks again for your feedback. We will let you know if we decide to become a karaoke bar in the future. #IMKC #IMTHEASSHOLE #ISUCK #DONTNEEDINCONCIDERATECUSTOMERS
“Easy Come, Easy Go” -Freddy Mercury (Bohemian Rhapsody)
By: Patrick Maguire
Book Chapter: Human-to-Human Service
Today’s guest post was submitted by Joshua Sperber, doctoral candidate at CUNY Graduate Center.
I worked, mostly as a host and cashier, in three Los Angeles restaurants during the mid-1990s. In each restaurant, whether it was a mom and pop or part of a national chain, management made the same complaint: my refusal to greet customers with a warm smile was bad for business and, by implication, my job security. One owner even referred to a national study that demonstrated that – as is in fact the case – worker unfriendliness is the main reason that customers don’t return to a restaurant.
While my managers sometimes seemed embarrassed, or even apologetic, to be lecturing their mostly un-tipped, minimum-wage-earning employee on the importance of appearing happy, there was one time when management became deadly serious about its “smile or else” policy. I had been written up by a Mystery Shopper for not smiling while hosting at Coco’s. Seeming to forget that the Mystery Shopper was in fact a company employee applying criteria that the company had invented in the first place, my managers acted as if I had grievously harmed someone. Indeed, management ordering me to smile was one thing, but a customer – even a fake one – ordering me to smile was something else. My only comfort was knowing that because Mystery Shoppers were said to visit infrequently, I wouldn’t have to worry about being spied on by one for a long time.
The website Yelp has changed the way many restaurants manage their staffs. Numerous restaurants, especially chains, still utilize Mystery Shoppers, but these restaurants also supplement their internal reviews with Yelp’s online reviews. And smaller establishments (which are more affected by negative Yelp reviews) that don’t employ Mystery Shoppers generally do rely on Yelp as an informal, albeit unreliable, customer-subsidized “Mystery Shopper.” If I were working at Coco’s today, my occasional anxiety about a potential Mystery Shopper would likely be replaced by perpetual concern that every customer could be a Yelp reviewer. I might even start smiling, not out of happiness or general well-being but out of fear.
I have talked to over two dozen New York City managers who have punished (for instance, through loss of shifts) and even fired employees who had been identified in negative Yelp reviews. Some managers also use Yelp reviews to provide positive feedback. For instance, one chain posts on a bulletin board reviews that praise employees (while still confronting employees about negative reviews, of course). And one manager, according to his employee, even puts his staff to work writing positive Yelp reviews whenever a negative one appears. In short, managers – while maintaining a decidedly ambivalent attitude toward Yelp – have found numerous ways to incorporate online customer feedback into their management of workers.
I am currently writing my dissertation on the ways in which customer-based websites are being used to manage employees. While I have had no trouble interviewing dozens of Yelp reviewers and restaurant managers, it’s been trickier to interview servers (I can’t go into a restaurant and spend 25 minutes talking to a server with the manager watching). I therefore wanted to ask any servers or bartenders reading this to please contact me if you have any experiences with or thoughts on how Yelp has affected your workplace. I’d like to hear from you whether your experiences are good, bad, or neutral, and all interviews will be anonymous.
By: Patrick Maguire
Book Chapter: Customer Hall of Shame
On the heels of one of the biggest stories in the news last week, publicly shaming abusive guests and fellow humans, I made 2 lists for current and future consulting clients to consider before pulling the trigger. Now that we’ve all had time to reflect on the incidents and the aftermath, I decided to make my lists public here for discussion.
Reasons why initiating public shaming of customers by a business on social media is a bad idea:
- Defending the decision or apologizing for it can be a huge time drain.
- The distraction from running your business.
- It could backfire badly.
- The other side of the story.
- The truth.
- If you or your staff are culpable, you’ve created an (unnecessary) opportunity for the spotlight to shine brightly on your mishandling of the situation, lack of training, professionalism and experience.
- The potential perception that your shaming of guests may be perceived as passive aggressive and cowardly, the same thing many of us accuse amateur ‘reviewers’ of.
- Screenshots and residual articles and comments are forever, along with the negative connotations.
- The satisfaction is usually temporary, and often not worth it.
- The questions about your true motives. (Is it to compensate for something you’re not doing or to create a distraction?)
- The risk. It’s rarely 100% beneficial.
- The sycophantic, ‘hero’ worshiping, cheerleaders who may enjoy the entertainment aren’t your true friends.
- The high road.
- Inciting ex-employees with a legitimate ax to grind to unearth ugly truths. (Wrongful termination, etc.)
- Inciting ex-’everythings’ to expose your skeletons. (Stiffed/jaded vendors, consultants, etc.)
- The longer-term implications for the shamed could ultimately be more severe than their improprieties warrant.
- Potentially being accused of staging the incident for PR purposes.
- The questions raised about your professionalism and hospitality philosophy.
- Huge distraction for FOH staff when future customers repeatedly ask about the incident.
- The story will be repeated over and over inaccurately, with negative connotations for you and your business.
- You’re better off letting someone else do it, bloggers, media, customers, Chowhounds, etc.
- Your PR firm may fire you.
- Potential lawsuit.
Reasons why initiating public shaming of customers by a business on social media is a great idea:
- You’ve slept on it and considered all 25 reasons above and are convinced that you, your employees, future guests, your brand and your business will benefit in the long run.
There are exceptions when we’re backed into a corner and need to defend ourselves, our families, staff, brands, businesses, the ‘truth’, and fight fire with fire. Absolutely. And there’s no doubt with the way that technology has evolved, and the way people sometimes use it as a threat, that we’ve all been tempted to strike back, and have in some cases. I’ve done it probably more often than I should have via blog posts. We all wish we could have moments back and could have handled things differently. As business owners, employees and customers, we can all learn from this recent spate of public shamings, and reflect on how we might respond the next time we’re tempted.
I strive for the mission of this blog and my book project to present balanced views of the issues. That doesn’t always happen because we’re all biased and my bias has a (strong) tendency to sympathize with workers/owners vs. customers in most instances. I understand that, and I’ll continue to work on being more objective while researching and posting here.
I welcome your comments and perspective.