For the want of a nail... a kingdom was lost, all for the want of a horseshoe nail.
Insignificant items can escalate to major issues and reveal hidden things.
A significant anniversary for my spouse and myself. We've always tried to go to fine dining establishments on such days, in many locations. We didn't want to go far afield this year, but saw D'Railed, which served A5 Wagyu (which we had never had) and appeared to be a "fine dining establishment", i.e. the type which insured everything would be a perfect experience, especially for such significant days.
We made reservations well in advance, including that we were coming to celebrate an anniversary. We studied the website, menu, and planned our entire evening, as we always want to examine our last few years and what we hope for the future.
We arrived on a Sunday evening, hours 5-8pm. We entered precisely at five and asked if we could be seated in a corner, after being offered a table in the middle of everything. We were the first there and presented our full order (including the A5 wagyu as the final offering) while saying we wanted to dine, so to bring out one item at a time with talk in-between.
Appetizers, wine, whatever we felt we wanted. Price is not an issue for a special occasion.
Seemed to be going quite well, and we enjoyed each item while celebrating ourselves.
A few other tables were taken over that time, of course, but even for a small venue, there weren't many parties, which suited us versus a crowd.
Then came the "horseshoe nail". Our A5 Wagyu was presented on a large wooden board. Seemingly nicely prepared, it had two small decorative slices placed on the piece itself to indicate it was medium rare (which we had discussed earlier, saying we preferred medium rare, while acknowledging the "chef decides" what is appropriate).
And that was it. Small piece (of course, not an issue, it's A5 Wagyu), two decorative slices on top. On a big piece of wood. Hmmm... we had mentioned we were excited for this new culinary experience but had both mentioned to the server how the included bulb of roasted garlic was one of our favorite accompaniments to beef.
The server had been quite solicitous up to this point. After presenting the wagyu, she quickly disappeared into the back area... (Kitchen? Not sure.) In hindsight, we believe that the kitchen hoped we didn't know there should be a bulb of roasted garlic as part of the entrée.
My spouse had to walk to the back-room area to flag down our server. She said, "Yes?" It had a different tone from the earlier part of the meal. "Umm, isn't there supposed to be a roasted garlic bulb [a "horseshoe nail"] with the wagyu?"
"Oh, we ran out." She started to turn away again, but saw our confusion given how we had tried to make them aware of our evening plans. "There weren't many reservations this evening, so the chef didn't make as many as normal."
No apology, no concern. She turned away and left our sight. I guess they didn't care that we ordered immediately (strangely, our concern had been running out of the wagyu, not the garlic bulb, which is why we ordered it, so it would be reserved for us.)
And from that point forward, our celebration became a train wreck. The server didn't return until the bill was presented. Our attention to our celebration had been distracted, as we realized D'Railed was not a fine dining establishment.
The insignificant lack of a minor item escalated to more significant things. They had never really acknowledged we had an anniversary celebration. They did not seem to care. They seemed unprofessional, with no attention to detail.
A fine dining establishment insists upon all the above, as their role is to appreciate and attend to their customers. A meal is more than the food. It is about presentation, meeting the customers' needs and desires, and creating an enjoyable experience.
Ultimately, D'Railed appears to us to consider things the other way around, that it is our job to appreciate them, versus them appreciating their customer. For example, the business owner's responses to reviewers who don't praise the restaurant profusely appears to be mocking rather than accepting.
This was almost three months ago, as I despise giving bad reviews. But as time has passed, we both realize that when we talk about our anniversary celebration, it all comes back to how it ended, versus what we enjoyed earlier, and how our celebration was D'Railed, probably for all time.
For the want of a bulb, the celebration was lost, all for the want of a garlic bulb. read more