Good Afternoon,
I can agree with some of what everyone has posted. You are exactly right, there is no way we can fix something if we don't know about it. I will be the first to admit that you can get a tough piece of meat. I can tell you with 100% confidence that we buy all of our steaks from the same manufacturer and purveyor every week. I unfortunately have no control over mother nature and that works for seafood also. I would have and will have no problem replacing a meal if it was cooked incorrectly, over seasoned or tough. It actually benefits a restaurant to know these things, how else are we to remedy the problem and or stop that happening to another customer. I know people just deal with it ,and then post they are never coming back, I don't think that's the answer. I have had bad or improperly cooked meals at restaurants, I return if I know it's not the norm for them. I politely mention it to a manager or owner because i don't want it to affect their other guest, a common courtesy I guess, hoping it does not affect their business. I would hope people have the same courtesy towards us.
As for the service part of it, reservations definitely help but its a tough call this time of year, one Tuesday you can do 45 covers and the next Tuesday do 105, which was the case, sorry for the long wait time, my apologies. Is the solution to limit seating, yes to a point. Try telling a customer at the front desk there will be a 15 or 20 minute wait when you have empty tables, 8 out of 10 times that doesn't go over well. The customers that understand the business are ok, but then there are others who just get nasty. Its a fine line to walk and I think we do it very well. I am not going to blow smoke and tell you we are the best, everyone has room to improve, to error is human to forgive is divine, I wish that worked in this industry, especially when we would do our best to make every customer happy. Thank you everyone for there input, I will be sharing all of these posts with the staff and management to better serve you.
Scott Ouellette
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