The other week I decided to take my lunch in the restaurant at BGC. I was between appointments and also had some paperwork which needed urgently to be completed.
I found it very difficult to concentrate in the cafe because it was so noisy. In fact, the only way I could block out some of the sound was by tearing up small pieces of serviette and using them as makeshift earplugs. This worked pretty well, given the circumstances.
A few days later I wrote to Mr. Nigel Johnson, the owner and described my experience. I received a rather curious reply. Bearing in mind that Mr. Johnson and I have never met, he was, nevertheless, able to describe me as "an "apparition", "unhygienic", "illmannered" and "frightening to both other customers and the animals in the neighbouring Blue Cross sanctuary". He also offered me some very useful advice about what I can do with lavatory paper. Most bizarre!
The essence of my complaint was the accoustical problems of an eaterie within a greenhouse construction with a quarry tile floor compounded by some (on this particular occasion) loud and lacklustre live piano music.
I have been a regular customer of BGC since 1988 and can honestly say that the quality of goods and services is excellent, as are all the shopfloor staff with whom I have ever come into contact.
I applaud BGC's fundraising activities. But as a professional musician myself and the chairman of a charity raising money for musicians, I would have thought that my complaint was worthy of some sensible, rational and adult debate.
I seem to have touched a raw nerve with Mr. Johnson and it appears that when good customers have the temerity to complain, things can turn very nasty indeed!
I have sent some serious and helpful recommendations about how Mr. Johnson can make his cafe more pleasant for both diners and music lovers, but he has not replied.
Mr. Johnson has not replied to any of my letters, but has delegated the task to his general manager who has signed the letters illegibly and from 'the directors'
Had this letter been written by a lesser employee in a more prestigious organisation, it would have been grounds for dismissal! read more
