Ok, so this is not about our Server, Tracy, who was absolutely wonderful. This is about a crispy chicken sandwich and a couple of characters who identified themselves as the assistant manager and the Manager so let's call this the "Bridget and Shiloh" show.
First my wife and I sat down, and decided on what we would eat, Paula ordered a crispy chicken sandwich and I ordered the Friday special double bacon cheese burger.
When the food came, and rather promptly I might add, Tracy laid the chicken sandwich down in front of Paula, and whooooaaaa...that's it? A deep fried piece of chicken on a bun, no cheese? No sauce? No well actually no presentation at all. So yes, Paula was shocked and disappointed and for the first time ever, just told Tracy to take it away.
Well I am sure Tracy had to tell some one and here is where Shiloh comes to the table and with out any niceties or introductions says, "why didn't you like your chicken sandwich?" Paula explained that it was unappealing, quite boring and simply wasn't what she expected and the menu description was underrated . Whereas Shiloh responded, "well next time ask", then she walked away.
Assuming that Shiloh was some kind of manager, despite the fact that she was waiting tables as well, it was hard to identify that fact. When I approached her to tell her that the way in which she handled our interaction was absolutely unprofessional and at no time during the entire conversation did she 1. identify herself as a manager or 2. even offer the kindest " sorry you were not happy with your meal".
She also told me that she approached us that way because she sensed an attitude on our part. Where does a Manager in the service industry ever tell a guest that they have an attitude? After that we decided to leave this place and never return.
At the register, enter stage right, Bridget who tells us she is THE Manager! As we begin to tell her of our experience, she interrupts Paula and says " I have already heard Shilohs side" and yes I want to hear yours" well I'm here to tell you as a 45 year veteran of Restaurant Management, Bridget's mind was already set on what kind of "customers" we were. Again, at no time prior to Paula completely losing decorum, did this "Manager" ever apologise for anything. Rather, she sided with her employee and mimicked the same attitude displayed by her assistant 'Shiloh'.
Two things happened here that we regret one Paula dropping the 'FBomb' which I have never seen her do and us ever stepping into this restaurant.
Final parting shot...as I was leaving the restaurant, I looked at Bridget and said, "good luck with future business" which she most aptly replied to me in front of others " Sweetheart" don't worry WE have plenty of business!" My guess is that their financial numbers year over year are way down...but that's just a guess based on the way Management runs the place. read more