I'm terribly disappointed at having to write an update about this place almost a month after my last one (and a serious one to boot), but last night's lapse in service, I'm honestly embarrassed to recommend this place to anyone and hesitate to head there again, delicious mole or not.
Picture this: it's Saturday night. We're four easily amused, easy-going, hungry folks. "Let's go to Sol! Their mole is awesome!" I push this pretty hard and my friend visiting from out of town gets excited at the prospect so we trek over and are seated in the back corner of the restaurant. Our server takes kind of awhile to get to us and take our order...and then we wait for over an hour. Now let me explain where things went wrong and how Sol might have handled this situation much, much better.
1. We were kept uninformed of the situation and lied to a few times. After a half an hour, we asked one of the busboys to ask our server what had happened with our order. Our server ran back to tell us on three different occasions that our food would be ready in "just a few moments" and on one of those occasions, as if in a sitcom, looked at a corner of the restaurant and exclaimed "Oh, it's ready!" and ran off, disappearing again for 20 minutes. The manager came out twice saying the same thing, and mumbled an apology the second time about their fryer being broken and offered to comp us on some free desserts.
Now my friends and I are easy-going. We were maybe a little visibly confused, but we clearly weren't angry. Though (eventually) we got pretty annoyed that no one just came out and said "Hey guys, sorry about the wait, there's been a problem in the kitchen and we're working on it," until after we'd been waiting over an hour.
2. After that first half an hour, our server was either neglecting or avoiding us. We stopped getting refills on our drinks and besides those "just a few moments" updates, we were pretty much left to our own devices. Given our seating arrangement, I was the only one who could see our server running to get drinks for the six other tables behind us and pointedly avoiding looking back at us. If one of us did manage to snag our server's attention to ask for a refill, it took two requests and over 20 minutes each time before anything happened.
Again, these guys could have just owned up to having some problems rather than avoiding us. Heck, even our server could have told us that he was having a busy night and we would've been ok with it. But ignoring your customer doesn't strike me a the answer.
I don't make a living in customer service and can't claim to know what the best approach is. I can also understand these guys were a little flustered with whatever problem they ran into behind the scenes. But last night's reaction just struck me as unacceptable, and judging from some of the annoyed things we saw scribbled into their guest book on the way out, we weren't the only ones that thought so.
I will give them points that to their credit, their manager tried to do something to placate us over the situation. And hell, their mole is still the best in the Boston area. read more