tag:blogger.com,1999:blog-5488444600218615887.post4313761713460547713..comments2024-02-16T21:13:02.643+00:00Comments on meemalee: Nothing Like Good Customer Servicemeemaleehttp://www.blogger.com/profile/17252248464524701128noreply@blogger.comBlogger54125tag:blogger.com,1999:blog-5488444600218615887.post-91277673315408065112011-04-13T20:28:28.225+01:002011-04-13T20:28:28.225+01:00nice post..nice post..merchant serviceshttp://www.occent.comnoreply@blogger.comtag:blogger.com,1999:blog-5488444600218615887.post-84978069395447596612011-01-26T14:58:52.911+00:002011-01-26T14:58:52.911+00:00I meant look at all these people who have seen you...I meant look at all these people who have seen your post. If half of them decide because of the post that they aren't going to eat there ever, this little bit of rudeness will have cost them some money.<br /><br />Maybe not millions but still..Dining in Tavistockhttp://www.brownsdevon.com/food-drink/food-drinknoreply@blogger.comtag:blogger.com,1999:blog-5488444600218615887.post-10210931626687000252011-01-12T10:17:25.728+00:002011-01-12T10:17:25.728+00:00@Dining in Tavistock - Not sure about winning, but...@Dining in Tavistock - Not sure about winning, but thank you<br /><br />@Roisin Muldoon - I guess the buck does stop with him. But I get the impression that a fair few chefs have no idea what's going on around them.<br /><br />@Lisa - "When I next see him" - bless you, you make it sound so easy, but it's a good idea :) <br /><br />Hilariously, I found out later that <a href="http://www.telegraph.co.uk/travel/celebritytravel/8153885/Heston-Blumenthals-holiday-heaven-and-hell.html" rel="nofollow">Heston himself got stranded by the ashcloud</a>meemaleehttps://www.blogger.com/profile/17252248464524701128noreply@blogger.comtag:blogger.com,1999:blog-5488444600218615887.post-64315923737726700612011-01-11T20:48:45.021+00:002011-01-11T20:48:45.021+00:00I wonder if it would be worth printing this post o...I wonder if it would be worth printing this post out and giving it directly to Heston when you next see him? He may well be totally ignorant of how things are being dealt - or not dealt - with.<br /><br />That bloody ash cloud was such a dreadful thing for so many people, it's not like you did it on purpose!Lisa Cookwitchhttps://www.blogger.com/profile/02056048539979219856noreply@blogger.comtag:blogger.com,1999:blog-5488444600218615887.post-84194440506660502422011-01-11T19:33:09.408+00:002011-01-11T19:33:09.408+00:00That story is shocking. I think what would have ir...That story is shocking. I think what would have irritated me the most was the hoity-toity attitude! I can understand the reservations line being very busy and the restaurant being in demand and all, but there is no excuse for making anyone feel they have to beg for a table. It's ludicrous! The extraordinarily poor customer service you received DOES reflect badly on Heston. His name is on the restaurant and it's his reputation - if neither his staff or his PR people can be decent enough to respond to you with manners then he is choosing the wrong people to work for him.Roisin Muldoonhttps://www.blogger.com/profile/13021809571559879091noreply@blogger.comtag:blogger.com,1999:blog-5488444600218615887.post-66812048283928223322011-01-10T16:52:13.246+00:002011-01-10T16:52:13.246+00:00That's disgraceful of a restaurant. The ash cl...That's disgraceful of a restaurant. The ash cloud wasn't your fault and they should have given you extra time.<br /><br />I suppose you have won in the end though as you're a blogger. It's certainly put me off ever eating there.Dining in Tavistockhttp://www.brownsdevon.com/food-drink/food-drinknoreply@blogger.comtag:blogger.com,1999:blog-5488444600218615887.post-70128410879031320032011-01-10T16:08:20.428+00:002011-01-10T16:08:20.428+00:00If Noma can do it ...
Unlike the Fat Duck, Noma h...<b>If Noma can do it ...</b><br /><br />Unlike the Fat Duck, Noma has separate contact details for dealing with existing reservations <br /><br /><a href="http://www.noma.dk/en/existing_reservations.php" rel="nofollow">http://www.noma.dk/en/existing_reservations.php</a>meemaleehttps://www.blogger.com/profile/17252248464524701128noreply@blogger.comtag:blogger.com,1999:blog-5488444600218615887.post-10689365735906234312011-01-10T15:20:19.571+00:002011-01-10T15:20:19.571+00:00@Mat Follas - Thanks, it's nice to hear the re...@Mat Follas - Thanks, it's nice to hear the restaurateur's point of view. <br /><br />Yes, a dedicated email/number for those who have already booked can't be asking too much, can it? <br /><br />And even half the deposit would be less of a bitter pill to swallow. <br /><br />And the Fat Duck would have no problem finding a replacement for a Friday - the first time I tried to book, they told me they had a daily list of reserves and actually put me on it.<br /><br />@Food Urchin - Dear Preston, thank you for the lovely offer. I would gladly come to the Slim Pigeon - and I'm a dab hand with a Marigold.<br /><br />@alinstone - I really think it's complacency. The only times I've really had an issue with service was from Michelin starred restaurants.<br /><br />And no - no-one has contacted me.meemaleehttps://www.blogger.com/profile/17252248464524701128noreply@blogger.comtag:blogger.com,1999:blog-5488444600218615887.post-37838785607341073402011-01-10T11:41:17.514+00:002011-01-10T11:41:17.514+00:00Although it sounds as if you have been let down by...Although it sounds as if you have been let down by a copmbination of bad attitude and an absurdly inflexible booking process. Anyone from HB contacted you about this yet?@alinstonehttp://www.cookeryschool.comnoreply@blogger.comtag:blogger.com,1999:blog-5488444600218615887.post-88508128553103871372011-01-10T11:39:18.248+00:002011-01-10T11:39:18.248+00:00I've been thinking about this more, and quietl...I've been thinking about this more, and quietly simmering about other similar experiences of my own from businesses with supposedly epic customer service (John Lewis in my case). The truth is that an operation's customer service is only as strong as its weakest link - be that someone with attitude in FoH or in a call centre. Sad when such a huge effort gets put in elsewhere, only to be let down by an a*** with the wrong attitude. Sure there's a lesson in there somewhere. ;-)@alinstonehttp://www.cookeryschool.comnoreply@blogger.comtag:blogger.com,1999:blog-5488444600218615887.post-72890098324097545042011-01-10T07:09:42.633+00:002011-01-10T07:09:42.633+00:00As Heston's better looking and more talented h...As Heston's better looking and more talented half-brother Preston, I would formally like to invite you to MY new restaurant called The Slim Pigeon. I can guarantee that the food AND the service will be amazing (but you might have to do the washing up cos we're kind of low on staff at the moment......well I can't afford them)Food Urchinhttps://www.blogger.com/profile/02453819598450656718noreply@blogger.comtag:blogger.com,1999:blog-5488444600218615887.post-5222002438111117262011-01-09T18:41:41.547+00:002011-01-09T18:41:41.547+00:00I've had a front of house who laughed at peopl...I've had a front of house who laughed at people trying to book next day in summer ... the person has left my employment, partly as a result<br /><br />I think they need to think of a better way to take bookings and cancels, maybe a dedicated email for cancels and one day a month accept calls for bookings<br /><br />Deposits ... returning them is expensive ... not sure what the right answer is ... it costs time and money for the restaurant to find replacement but not sure £150 is a fair reflection ... £20 maybe more reasonable. I now charge £10/head as non-refundable deposit for groups as no-shows do have a large impact on a restaurant business ... basically there is a contract between the customer and restaurant that you will be dining with them so they have hired staff and purchased ingredients etc to accomodate this<br /><br />jmho ...Mat Follashttps://www.blogger.com/profile/01283378128055963822noreply@blogger.comtag:blogger.com,1999:blog-5488444600218615887.post-4684117592057779572011-01-08T23:03:08.906+00:002011-01-08T23:03:08.906+00:00@chumbles - Thank you and you're very welcome ...@chumbles - Thank you and you're very welcome :)<br /><br />@The Ample Cook - You'd <i>think</i> that would be the case. Maybe we're both morons.<br /><br />@Deanna - I doubt it. They've ignored me before, so I expect they'll ignore this.meemaleehttps://www.blogger.com/profile/17252248464524701128noreply@blogger.comtag:blogger.com,1999:blog-5488444600218615887.post-57252401664039552342011-01-08T20:39:08.547+00:002011-01-08T20:39:08.547+00:00I bloody well hope someone from The Fat Duck is re...I bloody well hope someone from The Fat Duck is reading all of this!....Deannahttp://www.foodographic.co.uknoreply@blogger.comtag:blogger.com,1999:blog-5488444600218615887.post-25277489026488757352011-01-08T15:25:16.229+00:002011-01-08T15:25:16.229+00:00I have read all of the comments and whilst I under...I have read all of the comments and whilst I understand that they are running a business, SURELY, if they are SO poplular can they just not phone someone from the waiting list and therefore avoid the situation of having empty covers?<br /><br />Have I made it over simple or am I just a moron?The Ample Cookhttps://www.blogger.com/profile/04324402450263880294noreply@blogger.comtag:blogger.com,1999:blog-5488444600218615887.post-61242281536238851062011-01-08T10:01:49.584+00:002011-01-08T10:01:49.584+00:00Hmmm. That's one place I will never go to; I f...Hmmm. That's one place I will never go to; I find HB's insanity illuminating and interesting, but I don't think I'd want to eat it. As for telephone queues you are right; give the punter the information and they can make the decision. And you're also right about letting people down lightly... I have a policy with anywhere like that - I tell them about it, I tell my friends about it and I never ever go back. Life's too short.<br /><br />As for those who appear to have trolled into your comments with the objective of making snide comments, they can piss off straight away. Don't rise to their bait - they're like trolls that lurk under the bridge waiting to spew their bile and bad humour (like in the Grauniad) making objectionable comments on the basis of prejudices founded in some kind of alternate reality. What's worst of all is when they do it anonymously. Cowards. [By the way, thanks for giving me the opportunity of my first serious rant of the year!]chumbleshttps://www.blogger.com/profile/12130002475516622025noreply@blogger.comtag:blogger.com,1999:blog-5488444600218615887.post-34824929677628538192011-01-08T00:51:37.398+00:002011-01-08T00:51:37.398+00:00@R - I'm sure the dining experience is lovely,...@R - I'm sure the dining experience is lovely, but I'd rather put my finger in an automatic pencil sharpener than dial their reservation number again.<br /><br />@simonjury - See, I've only ever heard good things about the food, save from one friend who's prone to exaggeration :)<br /><br />You've pinpointed a bigger issue though - the image of fine dining being inaccessible and exclusive. <br /><br />It's not a money issue but almost a class issue - "not for the likes of you".<br /><br />@I heart cupcakes - I guess we can only speculate as to whether or not they could have filled the table. <br /><br />And you have to kind of admire people who stick to the rules even when an Act of God comes into play. <br /><br />But there's no excuse for rudeness.<br /><br /><b>Everyone</b><br /><br />What it boils down to is this:<br /><br /><b>1st Time</b><br /><br />They laughed at me trying to book.<br /><br />They wrongly accused me of cancelling a previous booking. <br /><br />They expressed disbelief that more than one person could have my name (which is kinda offensive in itself).<br /><br /><b>2nd Time</b><br /><br />They were unsympathetic and rude on the phone.<br /><br />The restaurant's PR failed to reply to my email.<br /><br />They failed to reply to my friend's letter.<br /><br />They instead sent me an email which was a (polite) "get lost".<br /><br /><b>Both times</b><br /><br />Their telephone system is shit. <br /><br />For that type of demand, there should be a queue telling you how many are in front of you. <br /><br />And if you already have a booking, you should be able to phone a different number.meemaleehttps://www.blogger.com/profile/17252248464524701128noreply@blogger.comtag:blogger.com,1999:blog-5488444600218615887.post-10171930202117924202011-01-07T23:35:50.027+00:002011-01-07T23:35:50.027+00:00I have to say I'm not a fan of Mr B at all - i...I have to say I'm not a fan of Mr B at all - if he really cared about customer service he'd ensure his staff were well trained - they obviously aren't in any way.<br />I really, REALLY hate it when jumped up little people take out their sad lives wielding a bit of power like this. Seriously, how sad - they are a glorified diary secretary not king of the world. Blooming heck. I bet they go home to Lean Cuisine's for one.<br />I'm sorry you missed out on a trip the The Fat Duck with your husband, and while I can see it from the restaurant's point of view, I can also see that the volcano was a situation that was out of control, would another day really have killed them? Their waiting list is enormous so they could have easily filled the table in 2 days.I heart cupcakeshttps://www.blogger.com/profile/06898577388443071100noreply@blogger.comtag:blogger.com,1999:blog-5488444600218615887.post-59718474599074002162011-01-07T22:15:53.913+00:002011-01-07T22:15:53.913+00:00Personally I have no real urge to visit The Fat Du...Personally I have no real urge to visit The Fat Duck. I know several people who have been and the experience is "It's a great show but the food is rather tasteless." When I eat, yes it's great to have food presented amazingly but it has to taste good. I eat to enjoy the flavour, if i want a show I'll go to the theatre first. The reservations issue give the Fat Duck the pretencious image that puts people off fine dining. Ask the Staff at Le Gavroche, Galvin La Chapelle and Bentleys about service.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-5488444600218615887.post-44152654655654982092011-01-07T22:09:37.518+00:002011-01-07T22:09:37.518+00:00Sorry but there's nowhere that could be worth ...Sorry but there's nowhere that could be worth parting with my hard earned AND being treated like that.<br /><br />I know they're small and in high demand. I'vebeen in the business so I know about no-shows and failed bookins, I know I'm not a 'name' - but I am a customer and deserve at least the courtesy of being treated as such.Unknownhttps://www.blogger.com/profile/09032496035480280429noreply@blogger.comtag:blogger.com,1999:blog-5488444600218615887.post-88260053756964108512011-01-07T21:05:25.803+00:002011-01-07T21:05:25.803+00:00@Deanna - No need to play Devil's advocate - I...@Deanna - No need to play Devil's advocate - I realise that probably is the case, but in the end my upset wasn't really about not getting a table.<br /><br />I was mainly bothered by the way they spoke and wrote to me, like I was an oik who was trying to pull a fast one.<br /><br />@Fernandez & Leluu - I know - they could have spent that time saying "no can do" in a nice way rather than a dismissive way. <br /><br />As I said earlier, there's such a thing as letting people down gently.meemaleehttps://www.blogger.com/profile/17252248464524701128noreply@blogger.comtag:blogger.com,1999:blog-5488444600218615887.post-49302319486102442432011-01-07T18:09:32.399+00:002011-01-07T18:09:32.399+00:00Bloody Nora!
They could have just got replacements...Bloody Nora!<br />They could have just got replacements with a click of a finger! For godsake!Instead of the time it took them to speak to you, write to you they could have gotten 14 tables filled! <br /><br />It is very frustrating when people cancel, but when you are THE FAT DUCK you will always get people coming esp if they say their phone lines are very busy.<br /><br />I hate it when businesses stick to rules and can not make any exceptions, its like dealing with the bloody traffic wardens!<br /><br />Glad you went to Lauceston Place instead!<br /><br />(Bloody good read this post is) xxxFernandez & Leluuhttps://www.blogger.com/profile/03489659865059953676noreply@blogger.comtag:blogger.com,1999:blog-5488444600218615887.post-87106267811786385292011-01-07T18:01:46.380+00:002011-01-07T18:01:46.380+00:00Crikey, this is a tough one.
What a nightmare-ish ...Crikey, this is a tough one.<br />What a nightmare-ish system (which is your point.)<br />I would love, love, love to go to the Fat Duck, but I would never go anywhere where I had to wait that long to even speak to someone on the phone, when it may not even result in a booking.<br />Just being devil's avocado for a minute.<br />I have heard that there is a precarious balance between the creative and the business side.Taking their running costs into account, apparently if they don't fill every table at every service, there is a chance that they could go under. Imagine that happened several times a year for 'good reasons'?<br />Can you imagine what that would do to Heston's reputation? Well it would kill it. DEAD. All those hours away from his young family, all that work, all that training, all those experiments, years of 12 hr days.Perhaps they think it's not worth taking that chance.<br />(though what happened to you was definitely a real shame and a bit shitty.)Deannahttp://www.foodographic.co.uknoreply@blogger.comtag:blogger.com,1999:blog-5488444600218615887.post-76755518079341773192011-01-07T16:41:02.267+00:002011-01-07T16:41:02.267+00:00@Gina K - Thanks for your comment - I'm glad y...@Gina K - Thanks for your comment - I'm glad your experience was different and that you had a lovely time. Viva Heston indeed.<br /><br />I have to point out though that I'm not a "name" either, and we'd saved up for this meal. <br /><br />I'm also not massively keen on your implication that the reason they weren't "lovely" to me was because I wasn't "polite and cheerful". I <i>was</i>.<br /><br />@Ginandcrumpets - Popularity breeds complacency I guess. I really did think they might be nice enough to offer to rebook me at the next available date :(<br /><br />@Thea - You've said what I wanted to say but much more succinctly :)meemaleehttps://www.blogger.com/profile/17252248464524701128noreply@blogger.comtag:blogger.com,1999:blog-5488444600218615887.post-24265968313844731462011-01-07T16:27:02.411+00:002011-01-07T16:27:02.411+00:00What a good post, and one that proves that it easy...What a good post, and one that proves that it easy to say all the right things about customer service but actually much harder to train your staff to treat customers with respect. <br /><br />I think the thing that would annoy me is the apparent rudeness of their approach. I don't disput their right to a bookings policy or their right to stick to it but manners and compassion would make the experience much more palatable.Theahttps://www.blogger.com/profile/13158098893944892368noreply@blogger.com