When Food Service Goes Awry

We've all been there.  A friend recommends a restaurant.  It's his favorite; he promises the food is great and the service is exceptional.  We arrive and anticipate a delightful experience, but somehow, somewhere, something goes awry.  The service is sloppy, the ambiance is off or the food is not as delicious as we anticipated.  Upset, we complain.  Do we expect an adjustment to our bill?  A free dish or beverage?  A heartfelt apology?  Whatever our expectations, our actions and the reactions of restaurant staff will forever color our perceptions of that restaurant and will determine whether or not we will be repeat customers. 

Recently, Richard and I enjoyed a much needed and long overdue vacation.  Frigid temperatures and snow in our local forecast meant we could not work in the garden, so we looked forward to a warmer climate where we could enjoy those fresh-from-the-farm fruits and vegetables we missed.  Although southern Floridians told us the weather was chilly for them, we strolled along, wearing only light jackets, and anticipated a delicious meal at a restaurant that was about a mile from our hotel.

The fresh shellfish menu includes several varieties of oysters

After the hostess seated us at an outdoor table, we looked over the menu and made our selections.  Lively conversation surrounded us and we enjoyed watching the strategically placed over-the-bar mirror where we could view employees as they shucked fresh oysters and cracked in-season stone crab claws.  After a pleasant greeting from the hostess and a friendly exchange with our server when we ordered, nothing seemed to go as we anticipated or expected.  

Oyster shuckers in (partial) action

Three different servers carried our oysters and crab plates to other tables before one finally delivered them to us with no apology for the health code violation.  Our original server dropped by to inform us the restaurant was out of one of the oyster varieties we ordered, so she substituted another that was not on the menu, without first checking with us.  Although the oysters were served on the half shell, the shuckers neglected to detach them from the shells, making them difficult to eat.  The Nicoise salad did not include traditional ingredients of olives or eggs, the bread was soggy and, worst of all, our original server ignored us as she polished glassware.  By the time a server dropped a beverage at our table that was not what we ordered, we were disappointed and ready to leave.  

Thankfully, the manager stopped by to chat and she assured us she would address our concerns with her employees.  When I told her we did enjoy some components of the meal, including a rich tomato soup and fresh arugula in the salad, she replied, "I hate to hear you say lettuce was the best part of your meal!"  I explained to her, as a grower and restaurant supplier, I appreciate good quality produce and the arugula was particularly tasty.  

After our conversation with the manager, Richard and I left the restaurant in better spirits.  During our walk back to the hotel, we discussed how easy it is for restaurant diners to ignore poor service or food that does not meet expectations, while calmly addressing concerns with someone in charge can completely diffuse an upsetting situation.  On the other hand, when guests receive exceptional service and food that knocks the socks off, we should be eager to praise the restaurant staff for delivering a pleasant dining experience.

Now that we are back in NC and the warm Florida sunshine is a distant memory, I keep thinking about that arugula base in the not-quite-Nicoise salad.  Since my own greens are covered in snow and ice, I look forward to harvesting them when they rebound from winter's hold.  Chances are, when I do get the opportunity to pick arugula, it will be the best part of a meal.