Monday, March 1
Teds Montana Grill
133 Luckie Street
Atlanta, Georgia 30303
Dear Sir/Madam,
I am writing to you about the meal that we had at your restaurant on February 27.
We came in to your Bolingbrook, IL restaurant to dine just after 9PM. The Barnes and Noble around the corner had just closed at 9PM. Jacki was our server at table 14, invoice 10063, printed at 9:52PM.
Jacki started out very courteous, extremely knowledgeable about the menu, and attentive.in fact, her knowledge and experience with the items on the menu was just plain impressive. We felt welcome. As a former server, I REALLY appreciate this type of treatment.
After our entrees were served, surprisingly, she just disappeared. No drink replenishments EVER cameever. I had a bottle of root beer and my partner had one of your lemonades. Or, perhaps better stated, we had empty glasses for the majority of the meal.
We had to ask 2 other servers for our bill while our plates sat in front of us for about 20 minutes. No floor manager ever checked on our table eitherever.
What is curious is that the dining room sections were mostly empty, except for about 3 booths and a late night 10 top. And, the bar could not have had more than a dozen people either.
As a result, Jacki could not have been weeded. We were her only table.
Your host/ess staff was clearing and setting empty tables, and one of the other servers was cleaning off their empty tables to go home, as well.
Let me make this clear. I am NOT looking for gift certificates or any type of concession.
What I do want to convey is that this type of occurrence suggests gross oversight on the part of MANAGEMENT.
As a prior fine dining server, I cannot believe any server would disregard their table so badly unless management was forcing them to do some other task so that they could cut the server, get them checked out, and go home. Of course, I may be mistaken and Jacki started EXTREMELY strong and then proceeded to do a nose dive.
Being a server in Palm Beach, Florida for years, you can tell when the server is weeded or the kitchen is backed up. Neither of these situations applied here. The restaurant was mostly empty.
In addition, Jacki did not smell of cigarettes. So, she clearly was not outside smoking.
Also, if Jacki was having a situation relating to that certain time of the month, she seemed more than courteous and considerate enough that she would have sent someone to check on us.
Who does that leave, if my perceptions are accurate? Management.
To the managers of the Bolingbrook, IL store:
When you have people coming into your restaurant to pay a 300-700% premium over preparing a dish at home, you might want to consider making certain to take care of them.
If the sidework or some other menial task is so urgent, then, frankly, Get off your ass and do it yourself.
Setting empty tables while disregarding diners isn't too bright.in fact, it's pretty d*mn rude.
As a former fine dining in from Palm Beach, Florida, I find the way you neglect your guests unacceptable. Now, if YOUR bosses are telling you that these types of practices are the way it is to be done, then you had better do one of the following: find a way to do a MUCH better job of damage control, quit, or start looking for another job. Why? Because your days are numbered. Think size matters? Remember the largest privately held restaurant chain in the world, Steak and Ale? Yes, you also might remember their other stores: Bennigans.
From this neglect, you can be certain we will not be dining at your establishment again. Let me repeat that.
You can be CERTAIN we will not be dining at your establishment again, and, NOT because Jacki never replenished our drinks or disappeared after the entrees arrived. But, rather, because it seemed she had no choice in the matter. Of course, it is possible that I am mistaken and she started really strong and had a meltdown. But, that seems very improbable.
Wondering why I am writing this to corporate?
Well, what is the point in complaining to local management when they appear, so clearly, to be the problem?
Its funny. Contrary to what the Oval Office claims, it is not the economy which produces a decrease in hospitality sales. It is a direct reflection of how poorly service is given; and, in this case, it appears to have resulted because of a disregard of management to make certain the guests needs were met.
We regularly dine at Joes Steak House in Chicago. They are booked solid with reservations until 10:30PM every weekend night. The bar is standing room only. And, dinner for two there, with NO drinks, easily runs $150 plus gratuity. So, its not a disposable income issue. People are spending. We are spending.
Why? Joes food is absolutely fabulous. Service is good, FAR FROM great.in fact, your server Jackis initial demeanor and contact with our table was actually better than the servers at Joes. And, their average cover is hundreds of percent higher than your establishment.
But, really, Management, if you are in that much of a hurry to get out of there and go home, you may want to at least try to PRETEND like you actually give a squat about the people who walk through the door. To the discerning eye, it is absolutely terrible. To the unconscious observer, its enough to tip the scale enough to go somewhere else next time. Either way, you lose.
Now, its possible that my perception is in error. If so, then you still clearly need expert consultation on how to give service that will impress. Why? I counted at least 22 other things that Jacki could have done to improve service: excluding not disappearing after the entrees were served. I dont think she neglected to do these 22 things. She probably doesnt know. Why? I dont see them done ANYWHERE since I have moved to the Midwest. The service element in the Midwest is sorely lacking.in a word: It sucks.
However, if someone was inclined to proverbially blow their guests away with a level of service they have never received before, I can be retained as a consultant for $10,000 per day plus travel. And, I am available nationwide.
Sincerely
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