As a caterer and restauranteur, we probably don’t go “out” to eat as much as the average family. But we do go out about once a week. It helps me keep tabs on what other restaurants are up to. It helps us stay fresh and aware, and it gives me a needed break. Here’s something that really happened to me.
There is a local chain of “hole in the wall” type burritos joints. We happen to have one of these in our town. Not a national chain, but a local franchise. Recently, this restaurant decided to have a special on their burritos and offer them at a greatly reduced price, for one day only. They classified this promotion under “customer appreciation.” With a simple hand-written sign on the door, fitting for their establishment.
Now, don’t get me wrong. The food they serve is yummy. It is simple food, but it satisfies a craving I get now and then, for slow cooked meats, fresh salsas, and the rest, all wrapped up in a tight big package. We were happy for the opportunity to be appreciated as their customers.
When we approach the counter to order, I noted that I’d expected more of a line when we arrived. Not the case. Perhaps we had hit it just right. We greeted the line worker. Not much inflection or event a hint of excitement to see us. Wow. We moved along down the line as they prepared our burritos by asking what type of meat, beans and salsa we preferred. And then I identified a serious, almost gloomy cloud that hung about. I mouthed the words to a young lady wrapping my burrito, “Is he grumpy?” as I nodded my head toward the owner, as he was turn around and unable to see me. Her eyes flashed, but her mouth uttered no sound. My husband asked her if they’d been busy that day. She said not especially. Ah. I’m sure my face had an expression of thoughtfulness. I wondered why. Had it not been promoted? Was it just the regular customers coming in that would have been coming in regardless of the promotion? Had they simply found out about it as they entered the store, and realized they’d scored?
I wanted to support his business, all the same. Those who work, or have worked, in a restaurant, know it is some of the hardest work man can perform. It’s a strain mentally, and physically for sure. It is vast and unpredictable. The hours are long. People get grumpy.
The owner was clearly grumpy, and as he worked to ring up our tab, while we added some bottled beverages and dessert to our order, he showed little appreciation to our being there. Instead, I felt “unappreciated”, a bother, really
Will I go back? Maybe. But I can say, this was all the wrong way of showing your customers you valued their patronage. The last thing I left with was not that I was in a hurry to come back and see them. And that is a shame. What a missed opportunity.
We try hard to appreciate our customers always. Please make a point to let us know if you ever experience discourteous service in our establishment. Your feedback is always welcomed and valued. This is key to our business success and a lengthy relationship with you and our other appreciated customers. Thanks!
We want everyone to have a very pleasant and enjoyable time when they visit us at Caffè Victoria. As always, we welcome your feedback, and appreciate your business. Feel free to leave us a 
