Our experience was poor. I had emailed the owner to give feedback regarding this.
I received a very timely response to my email, this evening.
So, without bias, judgement or comment, here is the response to my email, in the spirit of maintaining transparency of my blog, and allowing Utopia their opportunity to respond.
Dear Mr Samson
I am very sorry to hear about your experience at our restaurant. We always strive to provide the best possible service and already have lots of loyal repeat customers – so it is very disappointing to hear this.
We usually receive nothing but compliments about out lovely staff too, so I am very sad to hear there wasn’t an apology forthcoming and that you received poor service. I was greeting guests and working on the floor myself all day today, and didn’t receive this feedback or I would have come to speak to your personally. As a tiny, new family business, our staff are trained to treat every guests like a friend and this is certainly not what I would expect.
It is no excuse, but we were incredibly busy (in fact, completely booked out!) today, and our kitchen staff became quite overwhelmed with orders between 11am and 2pm. Almost every table arrived and ordered at the same time, and we only have a tiny kitchen. I actually do not consider that half an hour is an excessive wait for a good quality meal, however to hear your food was cold is disappointing and a real surprise (most of the food was leaving the kitchen almost before it had time to land on the plate!).
I do hope you will give us another chance and return to Utopia one day soon. Please ask for either myself or Justin (my husband) when you arrive and let us know who you are, as we would be very happy to provide you with complimentary desserts as an apology.
Thanks you again for taking the time to pass on your feedback and we do hope to see you again soon.
Regards,
Kelly.
Kelly Markos
Owner/Operator
9 comments:
Not a bad response. Could have taken a little more responsibilty and less rambling about how busy they were, but in all fairness I don't think it's bad. And they must have cared about what you said, because you received a very timely email back to yours. If it were me, I would give them one more shot!Just one!
Yes, Momma. The lady replied more or less as soon as I had sent my email off.
I appreciate everything she says, but I won't go back. It is out of the way for me to go regularly anyway, and also I would feel awkward. I definately wouldn't take the free deserts, though think it is lovely that they were offered.
I didn't want any compensation, I just wanted to inform them of how we felt.
A good reply though.
Ugh, *definitely*, DOH!
Grrr, sounds like a lot of excuses to me. How about a short and simple "OMG, I am sooo sorry! Please give us a second chance. Your dinner, of course, will be on the house."
In my book, anything less is not enough. I wouldn't go back, either. :(
Positive response. Worth a shot if you are ever there again.
Oh, BTW, I tried your favicon suggestions. Didn't work for me. I've been trying off and on for weeks and just can't get it. I guess it's just not to be for me.
It sounds alright to me. Having experienced bad service before, we have actually let them know about it before we left. But having a response so quickly means they don't want to lose you and I would definitely go back when in the area. Not sure about OZ but here in Cali the economy is bad that people and businesses are bending over backwards to make you happy.
Have a great day David.
tootles,
bunny
Rebel, you sound like you have high standards.
G, I will email you the proper Favicon code, I had to do that for someone else. It does work.
Times have changed a lot Postman.
Bunny, I can only imagine Cali as being wonderful. Do a post from a tourist's point of view for us. x
Thanks Christopher. Yes, it was still a great day.
I wasn't too sure about the blog, I didn't want to make it too busy. But I think it has turned out Okay.
That seems pretty nice & genuine, & like they really care about the feedback. I'd give it a second shot based on that.
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