I took my entire family to Pampano Joe's on 7/24/14. At start, the experience was great. We put our name on the list, grabbed some adult beverages, and took the kids around to see the beach. We were surprised to learn that the estimated wait time was 1 hour and 15 minutes, but were more than understanding considering the peak season and our failure to make a reservation.
After 1.5 hours wait we were seated on the patio, which seemed to be great at the time. Our server came by and greeted us politely. She took our drink order and put in an order for 2 dozen oysters on the half shell. The oysters came quickly, however, the Jameson neat took 24 minutes to arrive and she held the other drinks to be polite. The excuse for the delay in service for Jameson was that the "patio bar was closing and the inside bar had to grab a bottle from back stock." Although the wait for Jameson was excruciating, our server was more than accommodating and made sure that we knew she was doing her best.
After the arrival of the oysters, our server took our order promptly and seemingly with care, as she wrote everything down and repeated it. This was at 8:55pm.
Several minutes went by and we began to grow restless. My 2 year old nephew started fidgeting, his mother became anxious for him, and my 65 year old father began to nod off. I look down at my watch and realize that it now 9:45, AND WE HAD BEEN WAITING FOR OUR FOOD FOR FIFTY MINUTES.
Although the restaurant was busy when we arrived, it had died down considerably by 9:45pm and a 50 minute wait for food was UNACCEPTABLE. I instantly approached the hostess stand and asked for a manager.
At this time, a manager named RYAN came over to rectify. I explained to him that we had been here excited to try the food for over 2 hours with a 2 year old and that a 50 minute wait for food was outlandish. He proceeded to tell me that they were "RUNNING 45 MINUTE TICKET TIMES" and that "WE WERE SEATED IN AN AREA THAT WAS SHUT DOWN" therefore our service was lacking(why would you seat guests in a closed area?).
RYAN was wrong, our server was the only reason we stayed as long as we did. The service was acceptable.
After I told RYAN that i am a General Manager of a restaurant and bar on one of the busiest intersection in Manhattan, he seemed to become even more abrasive, even dismissive. He told me the "THERE IS NOTHING I CAN DO, OUR KITCHEN IS BEHIND." and that "EVERYONE ELSE SEEMS TO BE UNDERSTANDING THAT WE ARE OVERLY BUSY".
After giving up my battle with RYAN, I sat back down and said that if our food did not arrive by 10:15pm that we would leave. It FINALLY arrived at 10:05pm, 1 hour and 10 minted after ordering. At this point, the horrible work flow and poor management didn't even matter, WE WERE STARVING.
Ryan actually was near the table when the food arrived. I checked the temperature of my dish. It was ICE COLD.. and so was every other persons. I explained to RYAN that if my food and arrived and every dish was cold, that it had been sitting out for some time, and that he had done nothing to resolve the situation upon my previous inquiry. I demanded he take it back and remove it from our bill. We would NOT WAIT any longer. I asked for the bill for the oysters and drinks and he hung his head and said "I can't charge you." We then tipped the server $25 and left.
Well Ryan, and ROY (General Manager), here is my message to you:
In the event that you are on a RIDICULOUS WAIT, and your KITCHEN IS RUNNING 1 HOUR TICKETS, and your guests are IRRITABLE, you should NEVER lose sight of why this industry is so successful. CUSTOMER SERVICE.
If i were put in the situation that RYAN was last night, I would COOK, and RUN FOOD, and SEAT PEOPLE. I would WORK RELENTLESSLY until my staff was caught up and then make my rounds to ensure CUSTOMER SATISFACTION. I would have a SMILE on my face and a sincere desire to be HOSPITABLE at all times and represent my company with the utmost demeanor. I would NEVER EVER, tell a guest that there is "NOTHING I CAN DO", because that is simply never true. I would NEVER EVER force an end to a conversation with a guest as RYAN did. This is because i am a PROFESSIONAL, and you sir are a REMEDIAL AMATEUR at best.
I hope this message finds you well and makes you realize that this industry isn't about your business card or your diamond earrings, it is about the feeling you make people have when they step foot in your establishment. People come to smile, laugh, eat, and meet. I challenge you to take this lump with pride and make yourself better. Be a real, professional manager, and take pride in yourself and your company. Never ever forget, there is ALWAYS something you can do. Its not the incident that loses customers, its how its handled.
I have left a message to speak with ROY, and will continue to call. If i don't hear back I will find the next highest ranking member of your organization.
Jake D. Riley read more