Server Not Servant

Pushing Back

By: Patrick Maguire

Book Chapter: Confronting without Confrontation

Posted: 7/8/2010

I heard him as soon as I entered the store. He was a well-dressed ‘gentleman’ sitting to my left on the second of four stools facing the sidewalk. He was speaking so loudly into his cell phone, that a few other customers rolled their eyes or shook their heads, resigned to his affront.

Some blog posts take several hours to plan, research and write. Others, like this one, literally almost hit me in the face. I knew this day would come, and I was ready.

After ordering my sandwich at the deli counter in the back of the Groceria, I came back up front to pay the cashier. “Loud guy”(LG) was still yammering away on his cell phone, much to the dismay of everyone in the store. While paying, I muttered, Can you believe this?, to the clerk, who shrugged in agreement, as if to say, I know man, but what can I do?

As I grabbed some napkins just two feet from LG, I pulled out my cell phone and faked an incoming call, loud enough for him to hear me.

Hey Tommy. I’m in a store and can’t talk. I’ll call you in a bit. Loud Guy neither flinched nor took the hint. His volume didn’t drop a decibel, grating on everyone within earshot. The owner and cashier fidgeted behind the counter, but said nothing.

After taking a seat at the small counter on the other side of the entrance, I assessed the situation and worked through my options. I glared at LG in disbelief twice; then shaking my head, I muttered, Quiet, loud enough for the gentleman sitting 2 stools away to respond in agreement, but apparently not loud enough to have any impact on LG.

What made the one-sided conversation even more painful is that LG was haggling with a flower shop employee in a condescending tone.

Sixty-five dollars? Come on, can’t you do the whole thing for me for fifty?, he pleaded.

After agreeing on a price, he proceeded to read off his credit card information over the phone. He interrupted and corrected the flower shop employee twice as the card numbers were read back to him for verification. While he slowly repeated the numbers as if he were speaking to a child, I reached my limit.

I calmly but deliberately turned to LG and said,

Excuse me, out of respect for everyone you’re sharing public space with, could you please lower your volume or take the call outside?

The elderly gentleman sitting 2 stools away from LG immediately looked at me as if to say, Wow. Where did that come from? My ally, sitting near me snapped a look at LG,  and blurted, I agree.

The tension in the store broke as the workers and customers all stared at the man as if to say, Seriously. How could you think that was ok?

Loud Guy gave me a patronizing smirk, but immediately reduced his volume to just above a whisper.

Now came the moment of truth. Would the guy finish his call and challenge me? Would he make a snide remark when he left? Surprisingly, he picked up his belongings and left without incident or comment and continued his call on the far side of the sidewalk.

After he left, a bit shaken, I turned to the gentleman sitting next to me and said, Thank you for your support. Most people would sit there seething but  put their heads down when someone speaks up. He replied, You’re welcome. I always take my calls outside, in the foyer or in the restroom away from people. It’s all about awareness.

Amen, brother. Amen.

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Best Customers Ever

By: Patrick Maguire

Book Chapter: Customer Hall of Fame

Posted: 6/30/2010

As promised, I will occasionally post a question from the questionnaire I’m using to gather research and stories for my book. If you’re interested in completing the full questionnaire, please click on the Submit Your Stories tab at the top of the post.

Unfortunately the stinging comments made by the 20% of customers who are impolite, disrespectful or downright rude, linger with us long after the customers leave. I’ve received emails from service industry workers sharing war stories from decades ago in vivid detail. Personally, I still remember the condescending comments made by customers when I was bartending like, Good thing you went to college, implying that I wasted my time pursuing a degree.

 What entitles anyone to make judgmental comments like that? Perhaps that’s one of the reasons I’m a big fan of the underdog.

As my good friend, Greg Reeves often says, It’s really not that hard to do the right thing. How true. Too bad not everyone got the memo…

Shifting gears, let’s turn our attention to the positive experiences we’ve all had with great customers. Exceptionally gracious people can also make a lasting impression.

Question #12: What adjectives would you use to describe the best, most refreshing customers you’ve had over the years?

In addition to the adjectives, please include a brief summary of some of the best experiences you’ve ever had with customers, and what made them memorable. Enjoy the July 4th weekend. Thank you-PM

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Lavatory Losers

By: Patrick Maguire

Book Chapter: Human-to-Human Service

Posted: 6/25/2010

During Game 7 of the Celtics-Lakers series at a restaurant bar, I made a couple of trips to the men’s room. On each occasion while I was washing my hands, guys walked right past the open sink next to me and back to the bar or dining room without washing their hands. After exiting the men’s room, using a paper towel to open the door, I returned to the bar and the usual hand shaking, high fiving and fist bumping ensued. I cringed thinking about the unwashed patrons contacting friends and strangers alike.

I’m no germaphobe, but come on, how can anyone exhibit such bad hygiene? Who are these people? People who don’t wash their hands after using the bathroom are disgusting, and there are a lot of guys who are guilty. I see it happen often, and they have no guilt or shame. How can you possibly come out of a stall, or pull away from a urinal, then walk right by other guests and exit a public bathroom without washing your hands? What should be a basic tenet of co-existing with other humans is not. It’s amazing that more people don’t end up infected as a result of bad hygiene. (A good friend of mine recently ended up in the emergency room after contracting salmonella.)

A few days after the Celtics’ loss, I was in the bathroom at another restaurant where I noticed this mandatory sign displayed on the counter next to the sink:

The admonitory reminded me how important it is not just for restaurant employees and food handlers to wash their hands, but also for us public patrons to practice good hygiene with a good scrub.

So, to borrow the lyrics from the old 70’s song , Signs, by the Five Man Electrical Band, I made up my own little sign: 

What are your personal observations and thoughts?

Why do you think some people are so negligent?

Have you ever called anyone out?

 Are women as bad as men?

 PS- Don’t be offended if you get the fist bump the next time I see you…

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Boston’s $20 Chicken Challenge

By: Patrick Maguire

Book Chapter: Human-to-Human Service

Posted: 6/18/2010

I’m going a bit off-topic with this post. I apologize in advance to supporters of this blog who live outside the Boston area. The consolation is that should you visit Boston, you’ll know more about our restaurants, and you’ll certainly know where to enjoy great chicken.

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Sometimes the simple pleasures in life really are the best. The same can be said about food. It doesn’t have to be exotic, fancy or sophisticated to be great.

In Boston’s South End where I live, you’ll find more than fifty sit-down, full-service restaurants. The far-reaching variety includes Ethiopian, Indian, Mexican, Spanish, Japanese, Venezuelan, Italian and simple American fare, all within a fifteen minute walk. The options run the gamut from casual to fine dining, and just about everything in-between.

I love trying new foods and restaurants, but on those nights that I don’t feel like experimenting or risking disappointment, I want a guaranteed sure-thing. My go-to, comfort food dish in the South End is the Roasted Chicken at Metropolis Café on Tremont Street. This savory dish has never let me down, and I’ve often walked away thinking:

Is that the best chicken dish, for the money, in the South End? What about the rest of the Boston area and beyond?

That’s the genesis of the 2010 Boston Chicken Challenge. So let’s have some fun with this.

Like most cities, Boston’s friendly food and drink fights involve all of the usual subjects; Burgers, BBQ, Canolis, Chowder, Coffee, Cocktails, Chicken Wings, Dumplings, Fried Clams, Ice Cream, Lobster rolls, Nachos, Pork, Pizza, Steak, Sushi, and Tacos, to name a few, along with “best” cheap eats and ethnic food battles. This competition will be a little different because it will disqualify the high-end and the low-end of the spectrum, and shoot straight for the middle, the neighborhood restaurants with entrées less than twenty dollars.

The chicken dish at Metropolis is listed under the Main Course section of the menu as follows:

Pan Roasted Free Range Chicken with Oyster Mushrooms, Potato Purée and Savory Pan Drippings   $18.95

I love this dish, and here’s why:

• The crispy skin in every bite.
• The butchering of the bird really sets this dish apart. No bones to deal with except the small bone left in for a little flavor and presentation.
• The hearty portions of white and dark meat in this entrée, along with the potatoes, are substantial and filling.
• The combination of simple, complimentary textures and flavors in every forkful: crispy skin, moist chicken, creamy mashed potatoes, oyster mushrooms, and watercress, all combined with the pan drippings including rosemary and thyme from around the edges of the warm plate.
• The plate itself is always served hot, so the entrée stays warm throughout the meal.
• They serve a nice Huber Grüner Veltliner for $7.95/glass, complementing the dish perfectly.
• The crusty ciabatta bread from B&R Artisan Bread is perfect for clearing the remaining potatoes and drippings from the plate.
• The consistency of the execution.
• The service, charm, comfort, atmosphere and vibe of the intimate, 38-seat Café. (Even when I get the wobbly stool next to the kitchen.)
• The tremendous quality and value for the price. (I’ve had several chicken dishes in Boston far more expensive than the Metropolis version that don’t compare.)
• This dish defines simple comfort food for me.

I sat down with Rob Morotto, Chef de Cuisine at Metropolis, to learn a little more about the dish:

PM: Is the chicken one of your most popular dishes?
Rob: Yes, definitely, along with the Rigatoni, Risotto and the Veal Scallopini.

PM: How long has the chicken been on the menu?
Rob: 13 years.

PM: Where did the recipe come from?
Rob: Seth Woods, who founded Metropolis and is still one of the owners.

PM: Have you tweaked the recipe at all?
Rob: Yes, I added rosemary and thyme to the sauce.

PM: Tell me about how you receive and prepare the chicken.
Rob: We receive the birds whole and break them down into halves and debone them.

PM: So you debone the birds in-house?
Rob: Yes, I or Anthony Palmisano, (Metropolis Sous-Chef), butchers them daily.

PM: Statler-cut chicken breasts are boneless breasts with the small wing bone (drumette) left attached. How is your chicken different?
Rob: Our cut is unique because it includes the breast, leg and thigh so you get both white and dark meat with each serving which averages 12 oz. (pre-cooked).

PM: How is the chicken prepared?
Rob: Seasoned with salt and pepper, dropped into a hot pan with oil, skin-side down, then we pop it in the bottom shelf of the hot oven to render the fat. That’s what makes it crispy. When it’s almost done we flip it over and let it cook a little longer.

PM: How do you prepare the sauce?
Rob: We use the pan that we cooked the chicken in to prepare the sauce so the roasted flavor of the chicken comes through in the sauce. We save a little bit of the rendered fat and combine garlic, oyster mushrooms, white wine, chicken stock, a little butter, and fresh rosemary and thyme. We use oyster mushrooms because they don’t shrink as much as other mushrooms and they’re neutral in flavor so they pick up the flavors of what you cook them with. They also provide a little texture.

PM: Tell me about the potatoes.
Rob: We use Red Bliss potatoes. After boiling the potatoes we leave the skin on then whip them with cream, butter, salt and pepper. Whipping them really fluffs them up.

PM: Anything else we should know about the dish?
Rob: We add watercress dressed with our house dressing to give the dish additional flavor, texture and color.

PM: Have you ever taken the chicken off the menu?
Rob: NOOO!

PM: What would happen if you did?
Rob: I would probably get lynched…

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Before

After

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I’ve tried most of the chicken dishes in the South End, and I can say without reservation that the Metropolis version is definitely one of the best. Let’s find out who the challengers are in the Boston area. Please submit your nominees in the comments section at the end of this post.

Nomination Requirements

1. Chicken entrées must be $20 or less.
2. Restaurant must be sit-down, with full table service.
3. Restaurant must have at least a beer and wine license.
4. Nominated dishes must have been on the menu since June 1. Exceptions will be made for restaurants opened after June 1 with a chicken entrée on the menu as of 6/18/10.  (This prevents restaurants from temporarily running a dish just for the competition.)
5. Entrée must be a regular item on the regular dinner menu, not part of a special menu available during limited days or hours, or on a temporary prix fixe menu.
6. Restaurant can not be part of a national chain. (One of the goals is to encourage business and friendly competition between local, neighborhood restaurants, not tourist traps.)

Nominations should include as much of the following information as possible:

• Restaurant name and neighborhood/location.
• Description of the chicken per the menu and the price of the dish.
• How long it has been on the menu.
• Portion size of the chicken (pre-cooked).
• Bone-in, deboned, cut, style, butchering?
• Skin (on/off, crispy?)
• White meat/dark meat?
• Legs, thigh, breast, ½ chix, whole?
• Ingredients, recipe and preparation.
• Sides, sauces, accompaniments. Is bread included in the price?
• Brief description of the neighborhood and the restaurant. Why do you like to go there? While the primary focus is on the dish itself, minimal consideration will be given to hospitality, ambiance other factors like physical space, décor, wine list, vibe, neighborhood, comfortable booths, etc.
• Disclosures about your affiliation with the restaurant.
• Why you love the dish.

(Yes, there are lots of rules, but serious contenders won’t be scared off.)

Disclosures & Why I’m doing this:

• I love food and sharing and learning about new dishes.
• I want to tell as many people as possible about a great dish and a great restaurant.
• I want to know what other people think about the Metropolis Chicken.
• If there is a chicken dish in Boston as good or better than the one at Metropolis for twenty dollars or less, I want to try it.
• To support Metropolis and all local, nominated, neighborhood restaurants during a traditionally slow summer season for the industry.
• I have no financial or investment interest in Metropolis or in the Aquitaine Group.
• I’m friendly with the Metropolis staff, but only know them as a result of frequent visits as a customer.

The gauntlet has been thrown down. Let the nominations and voting begin.

If someone nominates your favorite dish before you get a chance to, vote for that dish and add your own comments. Please fill in the blanks that the original poster missed, and add your own reasons why you love the dish.

Owners, chefs and restaurant staff are welcome to nominate their own dish and to fill in the details and facts about the ingredients, preparation, etc. Please disclose your affiliation with the restaurant when you are commenting.

Boston food writers, bloggers and restaurant reviewers are strongly encouraged to participate and solicit nominees from their readers. Please re-post this link on your site, facebook, and share with everyone who might be interested. If we get enough qualified nominees, we’ll need several judges to help determine winners by neighborhood, etc. Please contact me if you are interested in judging the competition.

Thank you for your participation. Let the games begin.

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No Manners, No Service

By: Patrick Maguire

Book Chapter: Personal Pet Peeves

Posted: 6/4/2010

Santarpio’s Pizza — East Boston, MA   The pizza and BBQ are great.

Family business established more than 100 years ago and still going strong.

I love businesses like this. No manners, no service. Here’s to you, Santarpio’s!! 

Permalink | Posted in Personal Pet Peeves | 24 Comments »

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