VeraBlue
Executive Chef
Wow, what a shame! The amount of disposable income people have lately makes it difficult for many people to justify a night out anymore. Fortunately, many people in the hospitality business know this, and try anything to earn your respect and repeat business.
Unfortunately, some chains seem to believe their cute jingles and glitzy kitsch is enough to bring in the customers. While they pride themselves on consistency (you'll get the same fajitas in MA as you should get in NJ), the ball gets dropped more often than not because someone doesn't know how to think on their feet. They just know how to follow the picture. I'm sure whoever plated the food knew very well that the meal was overcooked, yet banked on no one wanting to bother to correct it. The server should have also noticed it, and sent it back without even bringing it to your table. The server banks at the same joint as the cook, I'd bet. That was your back of the house breakdown.
Now, the front of the house was just as guilty. The hostess should never have asked if you wanted to have the cook make some more. She should have been walking back to the kitchen to get more before you could stop her. A simple 'I'll be right back with some fresh peppers and onions' would have set it right. Most people will say 'no thank you' if given the choice, even though they'd love to have it replaced.
Comping things is nice, but you were prepared to pay for your meal. Wouldn't you prefer to actually have the meal you ordered, as you ordered it, without the nasty tone? They should have fixed your meal, and given you a free dessert as well...
As for your choice of a 15% tip, too high, if you ask me. It's usually big cities that have a 20% rule (unwritten, but followed...) Outside of those big cities, many people know that 15% is a decent tip. The problem of shorting the tip wouldn't correct all your problems, however. The cook is not going to get any of that tip, he makes the same amount if he spoils your meal or not. More than likely, the hostess doesn't get any tip, either, unless you press a 20 into her hand for the choice table. So, the only people who are feeling your very adequate tip of 15% are the server and the waiter.
I would have left a five per cent tip. That sends a message. As for the hostess and the cook, I would have discreetly spoken to management about them. The restaurant is in the customer service industry. You are the customer and the service wasn't up to your satisfaction.
Unfortunately, some chains seem to believe their cute jingles and glitzy kitsch is enough to bring in the customers. While they pride themselves on consistency (you'll get the same fajitas in MA as you should get in NJ), the ball gets dropped more often than not because someone doesn't know how to think on their feet. They just know how to follow the picture. I'm sure whoever plated the food knew very well that the meal was overcooked, yet banked on no one wanting to bother to correct it. The server should have also noticed it, and sent it back without even bringing it to your table. The server banks at the same joint as the cook, I'd bet. That was your back of the house breakdown.
Now, the front of the house was just as guilty. The hostess should never have asked if you wanted to have the cook make some more. She should have been walking back to the kitchen to get more before you could stop her. A simple 'I'll be right back with some fresh peppers and onions' would have set it right. Most people will say 'no thank you' if given the choice, even though they'd love to have it replaced.
Comping things is nice, but you were prepared to pay for your meal. Wouldn't you prefer to actually have the meal you ordered, as you ordered it, without the nasty tone? They should have fixed your meal, and given you a free dessert as well...
As for your choice of a 15% tip, too high, if you ask me. It's usually big cities that have a 20% rule (unwritten, but followed...) Outside of those big cities, many people know that 15% is a decent tip. The problem of shorting the tip wouldn't correct all your problems, however. The cook is not going to get any of that tip, he makes the same amount if he spoils your meal or not. More than likely, the hostess doesn't get any tip, either, unless you press a 20 into her hand for the choice table. So, the only people who are feeling your very adequate tip of 15% are the server and the waiter.
I would have left a five per cent tip. That sends a message. As for the hostess and the cook, I would have discreetly spoken to management about them. The restaurant is in the customer service industry. You are the customer and the service wasn't up to your satisfaction.