Regular readers know that I don’t normally resort to ranting about personal experiences. In fact I can only remember doing it once before, about a banking experience a few months ago. The same disclaimers apply more or less: the events I am about to describe did occur; my reporting of said events may be colored by my outrage; management is welcome — encouraged, in fact — to reply. When I have verified the origin of such a reply and the authority of the sender to make it, I will post it in an update to this post.
Saturday evening (June 16, 2007), I settled into a chair on the patio of one of what had been one of my favorite restaurants, Kona Grill. This little chain has about 15 locations in 10 states, and is traded on the NASDAQ under the ticker KONA. We liked this place so much, we have probably eaten there 3 times in the last 4 weeks. I have never had a bad meal there. I was looking forward to enjoying a glass of wine and some of their fabulous appetizers such as avocado egg rolls and tuna wasabi. Hey, it’s fusion cuisine, don’t knock it ’till you’ve tried it!
We enjoyed some drinks. We had some appetizers. We had some very nice sushi. It was a lovely evening, sitting in 99 degree weather with the misters going.
After we ordered dessert (ok it was another appetizer) is when things got strange. Between songs on their stereo, the volume went up. It wasn’t just tweeked a little; it got quite a lot louder. This is something that has happened before, and in the past a nice word to one of the staff members was all it took to bring things back to a reasonable level. The volume control is right by the bar, so the bartender is the person in control of it. The bartender happened to open a window less than 10 feet away from us, so we took this as an opportunity to catch his eye.
Imagine our surprise to instead receive an obscene gesture.
I could hardly believe what I had just seen. However, before I could say anything my husband exclaimed that he had seen the same thing I had seen. Now I was mad. And I probably overreacted, shouting something to the effect of “Turn down that stereo and don’t you dare shoot us the bird!” I think our waitress must have been just coming out the door at the moment; my husband told her to get a manager right now. He showed up within 60 seconds, and that was the last thing the manager did right.
We explained what had happened to the young man in the light blue shirt and pink tie that claimed to be the manager (alas, no name tag, no corporate logo, and no name offered). There are many things he could have said at that moment. Things like “let me find out what happened and I’ll be right back,” or “I agree that’s totally unacceptable, sir,” or “I understand why you are unhappy sir,” not even “I’m terribly sorry, how can I make this up to you, sir?” Instead he explained that it’s policy to keep the music on the patio loud, and as for the bartender he said — and I quote — “What do you want me to do?”
My thoughts: be a manager; it’s your job. The manager gets to decide what to do, but he has to do something. Instead, all signs were that he was going to do nothing.
My husband said “What I want you to do is fire him, but I know that’s not going to happen. He’s going to deny he did it, and you need him pouring drinks on a Saturday.” The manager admitted that was so (causing me to wonder what a bind they would have been in if the bartender had called in sick). We don’t want money off our bill (it wasn’t offered); we don’t want empty apologies (not that any were forthcoming); we want this to never happen again. We are grown-ups and know that everybody gets mad at people sometimes. This bartender’s urge to insult could have been handled in his apron, under the bar, or several other places where customers did not have to see it, and we said so.
The manager continued to condescend to us as our dessert arrived, but by then neither of us particularly had an appetite. He left, and I don’t honestly remember whether the volume of the music ever went down or not. Shortly after, my husband saw a not-obscene but clearly hostile gesture towards him personally, an effort to goad us. Just the kind of guy a lady wants mixing her drinks.
Not long after, our waitress came by with the check, sat down with us at our table, and personally apologized for what had happened. She mentioned that she had talked to the bartender, who claimed the initial gesture had not been at us — as if that somehow made it acceptable. Ok, so he admits he made an obscene gesture where customers (and their children) could see it. Nice. And he gets to keep his job, in a town where guys are pushing one another under the bus to work a busy bar on a Saturday night.
For the record, we paid our bill in full, with a generous tip. Our receipt has a hand written note from our waitress, Tiffanie, reading “I’m very sorry! Thank you!” At least one person understands customer service. What a shame it isn’t the management.
*** Important Update June 18, 2007 *** Within 12 hours of posting this item, I received a comment from a man who identifies himself as the bartender. Please check it out for yourself. As much as I appreciate hearing from him, it is clear that the incident in question has filtered through management, inasmuch as it is highly unlikely that he was an established reader horrified to find himself my topic.
*** Update Two June 19, 2007 *** This morning I received a personal email from the District Manager. It appears to have been sent shortly after I went to bed last night; we all know that restaurateurs often work brutal hours. He expressed his regrets both at the events that occurred and management reaction to them. Furthermore, he expressed his intent to share this incident with the management team in an effort to improve customer experiences. On site management is still silent; corporate policy may be that once Head Office gets involved, they are to let it be handled from above. This is understandable, and almost certainly how I would want things done if I managed a multi-location business.
*** Update Three, later June 19, 2007 *** I have now also received an email of apology from the General Manager of the local Kona Grill (who outranks the fellow in the blue shirt from Saturday). He assures me that he has spoken both to the manager on duty about his action/inaction, and the bartender about his actions. Further more he tells me “appropriate corrective measures” are being taken, and my account of the incident is being shared with the entire staff “as a serious reminder that we cannot afford to fall short of expectations.” I must absolutely commend pretty much everybody except the shift manager Saturday for responding to customer complaints. According to the timestamp on this email, it was sent less than 24 hours after this post.