Lovely decor, prime table, and friendly greetings as we entered. So far so good. The food was terrific and also scored top marks. The service, however, left a sour taste that I won’t forget anytime soon.
What is sad is that these guys probably made a conscious decision to provide the absolute best service to go with their great food and beautiful restaurant. And the hovering eagle-eyed maitre d’ undoubtedly believed he was doing exactly that. Nonetheless, I couldn’t have been more annoyed.
Why? Because their notion of perfect was totally misaligned with what most diners would call perfect. These guys were totally wrapped up in themselves at the expense of our experience. For example:
- Before offering drinks, they explained their two types of menus, the organization of each, and the origins of the food.
- When my colleague interrupted to ask for a drink, they brought his, ignored the rest of us, and continued with their spiel and routine, which included one server filling all 7 goblets from little bottles of water.
- They delivered “bread service” three different times, each a different tiny sample, each their choice not ours, and each another interruption.
- They changed the glasses, utensils, and table decor ad nauseum. I’m sure they were just being perfect, but it made me want to pass them a note from my mother: “servers are supposed to be inconspicuous, anticipate our needs quietly, and never interrupt the conversation without good reason.”
- It wasn’t easy to order wine by the bottle; that required a sommelier who described the life story and porsche racing habits of the chosen vintner.
- Once all were served, they interrupted again to describe in detail what each of us had ordered. I felt like I was at a fashion show, not a restaurant. This serenade accompanied the salad course, the entree, and the arrival of the desserts.
- They wouldn’t give up even as the meal wound down. In order to completely clear the table at the appointed moment, they interrupted me because my arm was partially covering a table knife.
Focus on yourself and how great you are, and your customer will be lost in the fog. Focus on your customer’s wants, needs, and experience, and you create the clarity the delivers exceptional value.
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