Last weekend I was visiting Spokane and the front desk attendant in our hotel recommended we eat breakfast at Frank's Diner. It was Saturday around noon and sunny. So we took the recommendation.
Frank's Diner is in an old train dining car located next to the train tracks. Very cool idea and fitting decor.
All the meals are prepared on a griddle. There is seating at the counter where one can watch their meal be prepared in front of them, or booth and table seating. The sizzling and the smells of bacon and hashbrowns emanating from their griddle is overwhelmingly delicious. It's intoxicating.
As we left our party name and number with the host, we were very excited about the prospect of an amazing breakfast. We then went outside to wait with the other parties on the patio.
We sat and waited. The host came outside severa times and called the names of waiting parties to seat them. We waited for our name. And waited. And waited. Other parties were seated. Finally, it seemed that those being called had arrived after we did, but they were in groups of two. Perhaps a table capable of seating four had not yet become available.
We watched a party of four leave. Then a party of five. Still we the host didn't call us. Impatiently, I went inside to check the waiting list. Our name had been crossed off in pen and also in purple crayon. Most restaurants mark parties off the list in terms of which parties have been seated and where. They cross off only the parties who didn't respond to their name being called, parties who walked out before they got a table. Frank's Diner doesn't do this. They cross everyone off the list, whether they were seated or not. Even if seated, they don't mark where they placed the party, who was waiting on them, what time it was, anything. They just cross them off, all in the same way.
With pen and purple crayon. They had crossed us off.
I pointed this out and the girl behind the counter said, "Well, we must have called you and you didn't respond."
We were sitting with everyone else waiting for a table. We made eye contact with the host every time he came to get someone. We didn't wander away, become embroiled in conversation, or miss something. We sat attentively and waited. He didn't call our name and yet, crossed it of the list. When confronted, the girl behind the counter, argued with, and accused us. She didn't apologize, but she did say she would, "try" to get us a table.
I returned to my party and suggested we leave. (By this point, I was starving and not amused.) We scanned the nearby businesses for another restaurant but came up with only gas stations. I went back inside to talk to the Frank's staff again.
"How long is it going to be?" I asked.
"I don't know." The girl behind the counter said. "We are trying to get you a table. He must have called you and you didn't respond so he crossed you off the list."
"No. He did not call us. We didn't miss it. We were right outside. He did NOT call us." I stated, rather testily.
"We are trying to get you a table."
"How long is it going to be?"
"There is a table of four getting ready to leave."
"OK." I said. After informing my friends, I walked out of the restaurant, across the street to the convenience center. It had now been 45 minutes and I had to eat. I grabbed a snack bar and devoured it as I walked back to Frank's.
They had finally seated my friends and I joined them gladly. The service was polite and attentive. The food was good breakfast fare. Almost good enough to make me forget the treatment, but not better than most decent breakfast places. Our server brought wheat toast for my friend when he ordered white, but overall, the service was very good. Several employees made a point to say, "thank you" before we left.
Overall, it seems Frank's Diner is a busy restaurant, and they made a mistake. Had they apologized, and not accused me, I would have given them a pass. As it is, my guess is still that this usually doesn't happen. It was such a rare occurrence, they didn't know what to do to fix it. Their system for keeping track of parties waiting to be seated and after they are seated could use a few adjustments. If you decide to eat there, plan to wait, and keep an eye on the host. read more