Imagine having agoraphobia and a chronic illness that already make it difficult to get out of the…read morehouse, finally building up the courage to go out and enjoy a meal, only to be met with customer service that makes you wish you had stayed home.
New Berlin Fish House is actually one of my favorite seafood restaurants. I've eaten here quite a few times and have had good experiences in the past, which is why what happened on September 8th around 7:30 p.m. was so disappointing.
When my partner and I walked in, I could tell the restaurant may have been running behind. There were quite a few occupied tables, but I noticed that many people were still waiting for their food. We stood at the entrance for approximately five minutes without being greeted before Savannah E. eventually told us, "We'll be with you in a moment." She then went to another table and began clearing a table. Another waitress passed us and also said someone would be with us shortly. By this point, we had been standing there close to ten minutes.
Eventually, Savannah returned, grabbed two menus, and was preparing to seat us. I politely asked if we could sit in a booth. Her immediate response was, "I guess," followed by an explanation that they were short-staffed and were trying to close down one side of the restaurant.
Being short-staffed is completely understandable. Wanting to close a section of the restaurant is understandable. What I didn't appreciate was the attitude behind "I guess." A simple, "We're actually trying to close this section because we're short-staffed, but let me see what I can do," would have communicated the exact same thing while still making a customer feel welcome.
What Savannah didn't know is that I have back issues, and sitting in a booth helps me remain upright and more comfortable while eating. I shouldn't have to disclose my medical history to make a simple seating request, but had she politely explained the situation, I would have gladly explained why I was asking.
Afterward, she took the menus and walked across the restaurant toward a table without saying anything to us. There was no "right this way," "follow me," or even an indication that we should follow her. She simply walked to the table and looked back at us. At that point, I told my partner that I no longer felt comfortable staying, so we left without ordering.
For context, I know Savannah's name because she has actually served me before. She was our waitress when I came to New Berlin Fish House the morning I was getting married, and I had no issue with her service then. I also keep photos of my receipts, so I was able to confirm her name from that previous visit. I'm mentioning this because I don't want anyone to think I am randomly identifying an employee or guessing who assisted us.
I understand that restaurants get busy. I understand being short-staffed. I understand employees having stressful nights. What I don't think customers should have to accept is feeling like they're an inconvenience simply for walking through the door and asking for a booth.
For someone who doesn't get out often, this was supposed to be an enjoyable night out. Instead, we left before we ever had the opportunity to eat. That's especially disappointing because I genuinely like New Berlin Fish House and have chosen to spend my money there many times before.
Customer service matters just as much as the food. When I spend my money somewhere, I don't expect perfection, but I do expect to feel welcome.