Lobster Pound Disaster

[chipj29]

Originally Posted by PennyPenny

The fact that they were there on a busy night and thought they were entitled to be given attentive service is what gets me. What makes them so special compared to the next table? I work in the restaurant business also and a customer who thinks they are more important then the next is irritating to everyone. Actually, those are the people we want in and out and gone.

Why do you assume that they thought they were entitled to anything, or that they thought they were more important than other customers? They went in with a specific "request". If the LP staff said that they could accomodate that request, then that is why the customer expected such.

[sa meredith]

Am I the only one that is looking at this from a different angle? I understand the customer maybe should be offered a free meal and etc etc etc...
But, the OP wrote a few things, and then Mike Ray wrote that, "no", these things did not happen.
This is what seems unique about LP threads, in my opinion.
Often, someone will write of a negative experience, but Mike will write back that none of it actually happened. I just don't see any of that in the other restaurant threads.
How can that be??? Were the people delusional when they dined there?
I believe all this controversy is enjoyed, and indeed, good for business.

[brk-lnt]

Originally Posted by sa meredith

Am I the only one that is looking at this from a different angle? I understand the customer maybe should be offered a free meal and etc etc etc...
But, the OP wrote a few things, and then Mike Ray wrote that, "no", these things did not happen.

I've often found that people tend to over-exaggerate bad experiences. In these cases, the truth is probably someplace in the middle, but I would guess that the OP is exaggerating their side of the story a bit to try to make a point.

[Shreddy]

Sounds like an interesting controversy. What I've taken out of this is that the customer went to LP with the intention of receiving attentive service and a good meal. I'm sure he asked if they would be able to get in, get dinner, and get on and still make it to the concert. Whoever he asked for this "special service" must have told him they could accommodate him, so he stayed and that's when he didn't receive what was requested.

It's not a matter of him thinking he's better than every other customer and should receive special attention, as other posters have mentioned.

After this entire thread, I'm on board with SA Meredith. Something seems fishy. As a business owner, I would not publicly state that a customer was wrong. Just doesn't represent good business practice and customer service to me. I don't care how reputable the establishment is. Sounds very defensive.

The point is, providing the facts are correct from the original poster, if you are busy enough to serve 400 tables a night, then you can afford to sacrifice a meal or two. I can almost guarantee not every meal will be perfect. In this case it was simply poor service to the customer. Sounds like he went in there with intentions that he would be able to get dinner and was assured he would make it in time to the concert. I'll assume he would have left and gone some place else (as I would have in his situation) if they told them they couldn't accommodate his request. He didn't receive attentive service and didn't get a good meal. I think it's reasonable he didn't bring up his dilemma at the time as he was in a rush.

Should he have posted his harsh story here...maybe? Could he have tried to contact them after the fact when he had time? Yes. However, I believe the LP should know better than to publicly put down a customer. Clearly the customer was real, or Mike intentionally created this customer as both sides have conflicting stories.

Needless to say, I don't think I'll be in to try out the Lobster Pound after this until something is cleared up.

[VtSteve]

Absolutely Shreddy. Internet controversies always dictate my dining habits

Seriously, There are a couple of places I could have given a quick review about, ho-hum, not nasty, that would have offended a large audience. Not too much with the LP.

Whatever, it's a gathering place and a restaurant. Whereas, this is an internet forum, where I can't taste anything

[jrc]

I very much doubt this is a setup by Mike Ray. He can't be happy that everytime he opens the forum there is a new post in a thread called "Lobster Pound Disaster". Yes, I know there is no such thing as bad publicity but too much bad publicity is not good.

I bet now he is think he should have said, "I'm sorry you didn't enjoy your visit, come back in and we will make it right" It is never a good idea to argue publicly with a customer. If a customer made a stink in the restaurant you would not sit there and argue with them, you would quietly handle it. If the customer got out of hand you ask them to leave then walk them out.

Penny doesn't every customer deserve attentive service? I expect it when I go out, even when I go to Burger King.

Sometimes when we go to a restaurant, I want to take my time, have few drinks, and some appetizers, talk with my friends. Sometimes I just want to get a meal and get out. A good server will sense which, but it never hurts to tell them directly.

[BroadHopper]

If you don't like the service. Stay Home!

I use to go out almost nightly. After losing my job and unemployment ran out, I took a retail position that pays less than my unemployment! Having said that, it makes sense to eat home. Sorry, hospitality industry, but if consumers don't have the dough, so goes the business.

I actually enjoy eating at home. Fresh garden veggies and fruits. Thousands of new recipes to try on the internet. It is becoming a hobby. When I have guests, I enjoy serving food.

I do go out on ocassion. I use coupons.com and or restuarants.com to determine where I will go. I use T-Bones 55+ card whenever I go there. T-Bones 55+ menu makes sense as most of us don't care for large portions.

For a real treat Thursday's 'Burger and Beer' night at the NASWA or Avery's can't be beat for value for the beef and beer crowd.

[gtagrip]

Originally Posted by sa meredith

Am I the only one that is looking at this from a different angle? I understand the customer maybe should be offered a free meal and etc etc etc...
But, the OP wrote a few things, and then Mike Ray wrote that, "no", these things did not happen.
This is what seems unique about LP threads, in my opinion.
Often, someone will write of a negative experience, but Mike will write back that none of it actually happened. I just don't see any of that in the other restaurant threads.
How can that be??? Were the people delusional when they dined there?
I believe all this controversy is enjoyed, and indeed, good for business.

SA, I'm with you on this one. SKISOX24 did the samething back in 2008 and then was never heard from again on the subject. At least defend your position once challenged by the owner especially since SKISOX24 started the thread. Now it's only a he said she said situation. Seems fishy to me. No pun intended.

[NoBozo]

Originally Posted by gtagrip

SA, I'm with you on this one. SKISOX24 did the samething back in 2008 and then was never heard from again on the subject. At least defend your position once challenged by the owner especially since SKISOX24 started the thread. Now it's only a he said she said situation. Seems fishy to me. No pun intended.

Actually GG, I think you may have misinterpreted what SA said. Your view seems to be Opposite, and you are actually siding with the LP owner. ..or maybe it's me misinterpreting. .. NB