I’m always amazed when businesses don’t treat their customers with the best possible care and it happened to me last weekend while I was having dinner at Baton Rouge, an excellent steakhouse that has a few restaurants. I personally had a reservation for the one in Laval (15 minutes away from Montreal). It started off quite well as we made a reservation for 6 a couple of weeks in advance through the internet website, very convenient!
We then received a call confirming the reservation and notifying us that we would have the table from 5:30PM to 7:30PM, not ideal but understandable for a Saturday night. That’s when things turned bad.
First, the day before, we got a call asking to confirm the reservation. Is it me, or does confirming a reservation twice start to become a bit excessive. They also had another message… here is the conversation:
-Good morning, we wanted to confirm that you would still be 6 for tomorrow night’s reservation
-Yes, no change, thank you.
-Please note that you will not have your table until all 6 of you have arrived
-Ok, but one of us is 83 years old, would we be able to get a table if something happens?
-I’m sorry but no.
-Ok but he also has diabetes, he might need to eat at a specific hour
-We will reconsider if an urgent situation occurs
Urgent situation? How about having my grandfather dropping dead in the restaurant? Would that be considered an urgent matter?
Ok, seriously? Not the type of conversation that makes it very exciting. Either confirms only the day after the reservation is made, or only the prior day. And if you confirm that we will be 6 people, no need to keep us standing if one of us runs into traffic or some other problem, I’m sure the 5 others would wait while ordering a few drinks.
On Saturday, we get to the restaurant, announce ourselves, and are told once more the two conditions (must be 6 to be seated and must be out by 7:30PM). And yes you guessed it, one out of us 6 arrived 15 minutes late… So finally, when the six of us had arrived, we were shown to our table, while once more being told we had the table until 7:30PM… Are they going to give us the time to cook each meal in order to not be late if we order the ribs?
How many times do we need to be told that we need to get out of here? Oh and did I mention that a minute later we were asked to change tables, because apparently we had been shown to the wrong table. It’s understandable, after all, there must be a reason why a table for 6 cannot sit a group but can site another… People who have designed their table assignment process probably have PhD in rocket science!
Once we were seated everything went well and we had great food. The good news is that they didn’t kick us out by the sound of the alarm at 7h30 ;-).
But considering the poor service and experience surrounding our evening, we were left with a very sour taste and certainly did not feel like Baton Rouge had lived up to its name. Don’t you think it would be easy to find a solution? I live in Montreal (15 minutes away), and when restaurants are expected to be full, instead of taking reservations and then hassling the clients, they simply do not take reservations… simple enough?
In this era of social networks, blogs and internet, one simple bad experience can reflect poorly and reach a much larger amount of current and potential customers, something to consider strongly….
|How I Suck at Not Paying Debts||Hitting 6 Figures Income at 28|
|How I Get a Huge Income Raise Each Year||Making $125K Online in 12 months|
|How I Buy Blogs||Most Debated Articles: The Primerica Saga|
|How I Have Survived My MBA||What is So Wrong With Making Money?|
|How I run multiples blogs and makes money without burning out|