3.5 Stars If Yelp Allowed It -- Excellent Food, Great Staff, and One Manager Who Needs a Lesson in…read moreHospitality
Last night, my girlfriend and I visited Hatchet Hall for the first time, making the trek from downtown Los Angeles to Culver City. We'd heard great things and were looking forward to dinner.
The evening started wonderfully. The host was warm and welcoming, and our bartender, Julia, was absolutely fantastic.
Unfortunately, things took a turn when I ordered a $23 glass of Sancerre. The pour looked noticeably light, and my girlfriend politely mentioned it. A manager came over, asked about the concern, and immediately responded:
"You can always order a second glass."
EPIC FAIL.
An astonishingly dismissive response from a manager at a restaurant of this caliber. Worse, he looked rather pleased with himself afterward, as though he'd delivered a particularly clever retort.
Nobody was asking for anything free. We simply questioned what appeared to be a modest pour for $23. A professional response would have been to explain the standard pour size or acknowledge the concern with a little grace. Instead, his message was essentially, "If you don't think it's enough, spend more money."
That is not hospitality.
Another manager, Connor, subsequently came over and was considerably more gracious. He explained that the restaurant offers 3-ounce and 5-ounce pours, although nobody verified how much wine was actually in my glass. He also suggested that part of the price reflected the Sancerre name, which I found curious since Sancerre is a wine appellation, not a particular luxury producer.
Regardless, the real issue wasn't the quantity of wine. It was the first manager's attitude.
Then came my Old Fashioned. The cocktail itself was good, but it arrived in a glass less than half full. Presentation matters at upscale prices. Between the wine and cocktail, I wondered whether Hatchet Hall might benefit from smaller glassware. Both drinks looked rather lonely in their glasses.
By contrast, my girlfriend's gimlet was beautifully prepared and delicious. Again, kudos to Julia.
Now, the good news: The food was excellent.
The pork chop was terrific, the octopus skewers delicious, and the cornbread an absolute must-order. No complaints whatsoever about the kitchen.
Later, Connor thoughtfully brought us complimentary fried green tomatoes. They were excellent, and we appreciated the gesture.
Perhaps the best example of hospitality came at the very end. While we were outside waiting for our ride, the same host who had greeted us came out, mentioned he'd heard about the incident, and wanted to make sure we were leaving on a positive note.
THAT is how you treat customers.
He demonstrated genuine concern despite having nothing to do with the earlier interaction. Management should recognize him for that, just as Julia deserves recognition for her outstanding service.
Our dinner for two came to approximately $275, including a 20% tip for Julia. At that price point, excellent food should come with equally excellent hospitality.
Having worked in the service industry myself, I understand the difference between an unreasonable demand and a legitimate question. With Los Angeles restaurants facing an increasingly difficult business environment, dismissive customer service is an especially poor strategy.
Would we return? Probably. The food was genuinely excellent, Julia was terrific, and Connor and the host made meaningful efforts to ensure we enjoyed ourselves.
And that's what makes the experience frustrating. Hatchet Hall clearly employs people who understand hospitality. Unfortunately, one manager demonstrated the exact opposite.
If Yelp allowed half-stars, I'd give Hatchet Hall 3.5. The kitchen and several staff members deserve better than three stars, but that initial manager's response left a sour taste that even an excellent dinner couldn't entirely erase.
I hope management takes this feedback seriously. "You can always order a second glass" is a textbook example of what NOT to say to a customer raising a reasonable concern.
Great food gets people through the door. Great hospitality brings them back.