The last few weeks, I cannot help feeling that there has been a major
shift in the restaurant community, particularly in the service
department. As a rule, I tend to keep my service expectations in check
so as to not be let down when I got mediocre or workman-like service. I
have been very pleasantly surprised with the level of service in every
restaurant in which I have dined.A couple of examples: Saturday I lunched at Little Szechuan in St. Paul, always a favorite for the food and generally just OK for service, but not on that day. The place was pretty busy, yet my water glass was never less than half full, the food was hot, and the special orders were taken with aplomb and a smile and then delivered correctly. Our server checked on us every seven or eight minutes, great service in any restaurant.
Thursday night, I took six co-workers to Barrio, which was packed to the gills. So, benignly, I expected slow and harried service. One of my friends even commented that we should not expect great service . . . wrong! We were greeted immediately, and drinks were ordered and delivered a within a few minutes from a smiling server who was working what seemed to be a large section of tables. Our food was delivered quickly, correctly, and was delicious. We were never rushed, even when we lingered a little longer than we should have. These are just two of about six good dining experiences.
So, what gives? Are restaurant managers and owners tightening the belt when it comes to training? Are weaker servers being set aside for stronger ones? Are waitrons realizing that in this market climate (and in any market), repeat customers are the way to make extra cash? Are they now aware that giving gracious, professional service can be lucrative for them personally (extra tippage) but especially for their employers, which keeps them busier? Is the job climate for servers more cutthroat than ever, considering the loss of some really good restaurants with well-trained servers (JP’s for one)? Is better customer service a silver lining of the recession? Whatever the reason, I am hopeful that this trend (if it is one) continues, and no matter what level of dining I choose, I hope to get good to great service.
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I just read a review last night (Camacho Watcho) on Barrio for Restaurant Week and they dogged the service. It's amazing how the same place churned out such different experiences. I've always had good service there, but know that considering how packed the place gets, that it would be easy to derail. I think they have great food and drinks, so I'll be back, but will keep a close eye on the service. Glad you had a good time!
Posted by: HungryinSW on March 10, 2009 at 9:37 AM
Yeah, my first experience at Barrio wasn't so great. The service was absolutely awful. The food was good but our server didn't even bother to listen to everyone at our table order before walking away. It was busy, but they should anticipate that it will be busy on a Saturday night by having more people on staff.
Posted by: Jessica on March 10, 2009 at 10:31 AM
It's all just luck of the draw, I think. We had a terrible experience at Blackbird last weekend, primarily with the hostess, who chided us for not having called ahead, when in fact we did and were told that they don't take reservations but the wait is never more than 30 minutes. We waited more than an hour. I won't be back there any time soon, that's for sure!
Posted by: Southie on March 10, 2009 at 11:12 AM
That is so crazy! I usually have good service at Blackbird! I grabbed some take-out from there just the other night. I agree that it is really luck of the draw, unless you hit the places really notable for service.
Posted by: HungryinSW on March 10, 2009 at 11:32 AM
AMEN!!! I also have noticed a change FOR THE BETTER in this town recently regarding service.. and it is much OVERDUE!! It seemed for years around here the only place that would guarantee top-notch service would be MORTON'S...MAYBE the current economic situation has EVERYONE re-evaluating their approach to customer service and THANK GOD!! NO MORE SNOBS!!! PS..Recently went to MARKET BBQ for ribs and they are as SPECTACULAR as ever!!
Posted by: THORNINURSIDE on March 10, 2009 at 4:54 PM
My take: As more and more servers and managers go through the FOH in restaurants like LBV, Alma, Cucina, and their sisters and brothers, they are learning this level of service. Thank goodness! 10 years ago I don't know that the Twin Cities had this level of focus on eating out...from the tales I hear, it was Cucina, Aquavit, Goodfellows, Steakhouses and a few others and that was it. Here is to the proliferation of employee handbooks and service guidelines ;)
Posted by: David Foureyes on March 10, 2009 at 7:21 PM
Last week I met with the owner of The Savage Depot Bistro prior to its soft opening on Saturday and he said that he had no problems staffing his restaurant. The hardest part for him was wading through the list of resumes which included people with advanced degrees who were out of work and desperate for a job.
Perhaps competition in the market and saturation of desperate workers has upped the ante?
Posted by: Bill Roehl on March 11, 2009 at 11:27 AM
Maybe they recognized you and read the way you went after Crafstman and don't want to be outed on your blog.
Posted by: Johannes on March 11, 2009 at 3:55 PM
With restaurant sales down most places have been cutting staff. It is usually the weakest performers who go first. There are a lot of out of work mediocre servers right now. A month ago we posted an opening on craigslist for a server for 2 shifts a week, we received 300+ resumes.
Posted by: Andrew on March 13, 2009 at 12:39 AM