I have never worked in a restaurant in any capacity, but I have heard horror stories from employees concerning customer belligerence and exaggeration, and this has driven me to be quite forgiving. My lack of work-experience in this industry has made me feel that I actually don't have the right to comment on employees customer service online because people are generally really nice, accidents happen, and you can't please everyone. In the past, if service was exceptionally poor, I'd just speak with the manager on-site and leave it at that. Going as far as to write a review that will remain on the worldwide web for forever was always seen as a stretch to me. However, after my dining experience, I've made the time to create a Yelp account to leave a review and I have downloaded the app and will make it a point to leave reviews about my Amazing to Poor dining experiences from here on out.
My review is not about the quality of food, but rather the two employees (Servers) that attended to my table. Throughout the course of my dining experience, customer service was extremely poor. Whilst the drinks, appetizers, and main meal were being ordered and delivered, I said "Thank you" to my server anywhere between 8 to 10 times with no reply. Not even a direct look in the face happened on her part. It got to the point where I'd raise my voice a bit more each time just in case she couldn't hear me. She literally ignored me each time. I asked for a cup of tea. A cup of water and a tea bag was brought to me. There was...brown debris in the cup - cool, things happen. I asked for a new cup of water and whilst the new cup of water was being poured, the two servers surveyed the cup with the debris in it, both making side-eyes as if to say "So what!" And even after this, I had to ask for milk and sugar and this is alarming because the establishment was not busy at all. The first few times, I thought maybe she couldn't hear me, but the establishment only had 5-10 people in it there was no noise.
After paying attention to the servers interaction with another party that entered the establishment, my companion and I noticed they received the same sort of "whatever, who cares" and reluctant type of customer service. We also paid close attention to how the servers were interacting with other patrons (non-POC) and quickly realized what the real issue was. They went from happy to morose when dealing with the POC-parties
There was an incredible change of customer service by the two servers when my companion whipped out her phone and began reading the Yelp reviews listed without trying to hide her fully-lit iPhone screen. Even whilst on the phone, a server brought a pitcher of water over to refill a glass, so she clearly knew were Yelping her place of employment.
After that, their customer service changed from extremely poor to...Presidential. All of my "Thank You's" were responded to in-time, both servers tones of voice became 'upturned' in their inflections as they became ALIVE and JOVIAL in offering quality customer service. But, of course, the sudden 'happy-clappy-I'm-here-to-help-you" customer service was quite EMPTY - it was forced. The sentiment of detest and disgust was still present below the FAKE niceties being shared. Have your views, your dispositions, and general discretion, but when working in the food service industry, all of that should be pocketed and EVERYONE should receive equal and quality customer service as a default!
To top it off, I believe that both of the servers sensed our disposition and discomfort throughout the dining experience, and so, we were given complimentary Baklava - thanks. Baklava doesn't make the poor customer service excusable or forgettable.
I'd like you to imagine that the Philadelphia Eagles are playing the New England Patriots. Imagine you show up to a bar that filled with Patriots fans with an Eagles jersey on. Green surrounded by Red, White, and Blue. If you're of average intelligence, you'll quickly realize exactly why you may feel sneers, jeers, and general disgust especially if your team is winning and you're the only fan from the opposing team jumping all about and cheering. Well, as much as it may seem very cliche', as a POC, my color can be likened to that Green jersey. It often causes many of America's citizens that don't care for my color to be put at odds. The dryness, the disgust, the blatant ignoring and then the 'turn-on-their-heels' with empty and fake nicety was clear indication that these two servers would have preferred us to not dine there altogether because we were different.
I won't be dining at this establishment. For what Brooklyn, NY stands for, I wish the establishment was located external of the borough.
I should add, when we first entered, while taking coats off, one of the servers was explaining loudly to a customer at the bar why she decided to vote for 'trump'. That conversation became rather coded in language when she realized I was tuned in. read more