Tom Sietsema's Online Chat

[jm chen]

Ah, OpenTable rages on. I still don't buy it (the idea that OpenTable reservations get you less desirable seats.)

[Principia]

Ah, OpenTable rages on. I still don't buy it (the idea that OpenTable reservations get you less desirable seats.)

We'll see if my comment gets through.

From the customer end, my points were these: one, I've never had a problem with OT and two, having seating issues/miscellaneous problems at a restaurant and having booked said restaurant on OT are two unrelated data points that do not necessarily correlate with one another.

For the restaurant end: the number of reservations and the timing of reservations in OT are completely up to the restaurant. If staffing/planning decisions were made assuming that certain slots would not be booked, but the restaurant failed to block those slots, that's their own fault - not OT's and certainly not the customer's.

Sheesh, what a bunch of sour marys.

Edited February 8, 2006 by Principia

[B.A.R.]

I wrote the OT Restauranteur (technically a lie) response. This just seems silly.

Seating a packed restaurant and turning tables isn't easy, and changes constantly throughout the night. Accommodating the myriad of table and special occassion requests can be daunting. Every restaurant has "good" and "bad" tables, and this determination is very subjective. I have never worked in or managed a restaurant where people were specifically assigned the "bad" tables, regardless of how they made their reservation, their age, their race, etc.

[Principia]

Accommodating the myriad of table and special occassion requests can be daunting.

Isn't that what OT is supposed to make easier - since it's all there in black and white? Of course, since OT doesn't let you add requests after the fact, I suspect that may gum the works up a bit.

[B.A.R.]

Isn't that what OT is supposed to make easier - since it's all there in black and white?

Yes, and it does make it easier. Guests can add their comments and requests, and the user can program easy Open Table codes for special requests that get flagged (inside/ouside, front room/back room, upstairs/down etc.)

I am sure resident hostess extraordinaire Nadya could probably attest to the fact that trying to place specific reservations at specific tables in a busy restaurant isn't easy. Spending time trying to put OT reservations at only the "bad" tables makes no sense.

And OT guests pay the same $$$ as everyone else, AND seemingly dine out frequently , so why would you choose to alienate them?

[starfish]

Isn't that what OT is supposed to make easier - since it's all there in black and white? Of course, since OT doesn't let you add requests after the fact, I suspect that may gum the works up a bit.

while you cannot add requests/comments after the reservation is made, most restaurants have an email contact listed on thier website. the more information that is communicated to the restaurant the higher the likelihood of a successfull evening (whatever one's criteria for success might be).

[Nadya]

You made your reservation through OpenWhat??

[JPW]

It all boils down to these people who claim they never get good tables. I have a secret for this that has worked pretty well for me in the past. I'll let you in on it if you promise to keep it between us.

Ready?

As soon as possible after being shown to your table, nicely ask the following to a staff member: "Excuse me, would it be possible to have a table that is not so close to/far from (insert whatever annoys you about the table to which you were shown)?"

Now this doesn't work as well as knowing the secret code in OT, but my success rate is pretty high.

[Nadya]

It all boils down to these people who claim they never get good tables. I have a secret for this that has worked pretty well for me in the past. I'll let you in on it if you promise to keep it between us.

Ready?

As soon as possible after being shown to your table, nicely ask the following to a staff member: "Excuse me, would it be possible to have a table that is not so close to/far from (insert whatever annoys you about the table to which you were shown)?"

Now this doesn't work as well as knowing the secret code in OT, but my success rate is pretty high.

Absolutely true...and a good staff member will say:

"Give me a second to check that we don't have a reservation pending on that table."

Ten seconds later, a beaming staff members trots back to nice guests who are waiting in the aisle (and not hovering over the table they want) and says:

"Yes, the table you requested is available, please follow me."

Or, with a crestfallen expression:

"I'm sorry, that table has been reserved for an anniversary dinner. Do you see another table that you like?"

[wranglerguy]

I have used as a general manager the OpenTable system for the past 5 years. The truth of the matter regarding Tom's chat today, is that it is a seating and tracking tool used for the restaurant. Besides being able to "make reservations," it is used to track regulars, concierge patrons for freebies, guest birthdays, special requests, what your favorite drink is, if you were in with your mistress or your wife the last visit, etc. It is a fantastic tool for all restaurants. Let it be known that when you make a reservation with a restaurant, through Opentable or over the phone, YOU ARE JUST ANOTHER RESERVATION!!!! You will not be judged and given the worse table in the restaurant because you used Opentable. Come on people. We in the industry are just trying to do our jobs.....and that is to feed you.

[CrescentFresh]

  Come on people.  We in the industry are just trying to do our jobs.....and that is to feed you.

Yeah. That and provoke customers.

Edited February 9, 2006 by CrescentFresh

[mdt]

I have used as a general manager the OpenTable system for the past 5 years.  The truth of the matter regarding Tom's chat today, is that it is a seating and tracking tool used for the restaurant.  Besides being able to "make reservations,"  it is used to track regulars, concierge patrons for freebies, guest birthdays, special requests, what your favorite drink is, if you were in with your mistress or your wife the last visit, etc.  It is a fantastic tool for all restaurants.  Let it be known that when you make a reservation with a restaurant, through Opentable or over the phone, YOU ARE JUST ANOTHER RESERVATION!!!!  You will not be judged and given the worse table in the restaurant because you used Opentable.  Come on people.  We in the industry are just trying to do our jobs.....and that is to feed you.

You are preaching to the choir here. Send your info to Tom S. as those readers need to see this. Opentable has been nothing but good for me.

BTW, why don't to identify where do you work?

Edited February 9, 2006 by mdt

[Stretch]

Yeah.  That and provoke customers.

That Paul, ass like a steel trap. Good memory, too.

The integrity of OpenTable is not to be doubted. I once tried to bribe a certain restaurant professional to add scatalogically unflattering comments to a certain DR.com member's personal profile, but was rebuffed and roundly chastised for my impudence.

[JPW]

That Paul, ass like a steel trap. Good memory, too.

The integrity of OpenTable is not to be doubted. I once tried to bribe a certain restaurant professional to add scatalogically unflattering comments to a certain DR.com member's personal profile, but was rebuffed and roundly chastised for my impudence.

That's what you get for using the wrong bribe material with the wrong person.

[CrescentFresh]

That Paul, ass like a steel trap. Good memory, too.

The integrity of OpenTable is not to be doubted. I once tried to bribe a certain restaurant professional to add scatalogically unflattering comments to a certain DR.com member's personal profile, but was rebuffed and roundly chastised for my impudence.

Dude! I am so glad you brought this up! Because I know next time you come to town we're going to be throwing one of our sexy parties. Clearly we need to make sure it's held in a welcoming place. That is to say, they're not going to throw us out when they see us.

[qwertyy]

Today's chat is >>HERE<<

Now, I'm an editor, but will someone please tell me what soulful means as regards a restaurant and why he uses it so darn much?

Tom and his modifiers.... Sigh.

Edited to add: I really agree with the folks in the chat who are irked by the "amateur night" assignation. I guess I've never eaten out on special holidays because I always figured it would be a disappointing hassle. But why is that? Why do restaurants book to the rim on key days when they KNOW it will hurt the quality of their food and service? Does concern for hospitality get suspended for Valentine's dinner or Mother's Day brunch? I've been to seethingly packed restaurants many times and they've managed it. Why are these days different?

Edited February 15, 2006 by Connave

[B.A.R.]

"Amateur Night"..a restaurant stereotype, but all stereotype start with some "sliver of truth, and then get exaggerated, don't they?

Pressure for reservations on these nights is extreme. This pressure comes from people who do not dine out as frequently. Due to this, no-show rates are higher, lateness is higher, guest count attrition (6-tops become dueces) is higher etc, etc. AND check averages are often lower, because this is the restaurant version of the "bridge and tunnel crowd". White zin consumption goes through the roof. Split salads. Split entrees. No dessert. Blender drinks.

Many restauranteurs just pack them in in order to offset all of this. IMHO, it only exacerbates the problem and does a disservice to both the restaurants AND the patrons. I was surprised to hear Big Wyoming's comments about Citronelle and "Amateur night". Restaurants such as this are always busy, have fixed price menus and are run impeccably. Are they flawless? Of course not. But I'd be surprised if Michel Richard, Mark Slater, et. al just decided to try and get a few extra $K by compromising service on one night.

Now Fogo de Chao, their rent is probably pretty steep...

Edited February 15, 2006 by B.A.R.

[Nadya]

Plus the expectations that night are just SO MUCH higher. Honestly, what is the appeal of sitting down cheek to jowl with 200 couples that all look like identical twin versions of each other, pawing each other's hands, peering into each other's eyes over cooling lobster bisque, I will live to one hundred years and never understand.

Example: just yesterday someone fumed at me, "This is ridiculous", when told that there will be a fifteen-minute wait on his reservation. On any other day, he would have taken his impatient bottom to the bar to have a drink and forget all about it. But not tonight. Everything has to be perfect and superspecial and sugar on top tonight. Hence the disappointment and universal resentment of that night on the other side of the service profession.

[Michael Landrum]

Readers of today's chat will understand why as soon as my lease is up in Arlington I will be closing up shop and moving to an area where 1) people's jobs are not more important than their family, 2) people are not defined by their own sense of self-importance and 3) the assholes do not outnumber the decent people by a factor of 10-to-1.

By the way, I have lost the reservation sheet for March 1, so anyone who does not call to confirm will not have a table. Don't bother coming in that night anyway since everyone who does will be personally treated like shit by me, the "operator."

I'll be making a night of it.

Edited February 15, 2006 by Michael Landrum

[Jacques Gastreaux]

Readers of today's chat will understand why as soon as my lease is up in Arlington I will be closing up shop and moving to an area where 1) people's jobs are not more important than their family, 2) people are not defined by their own sense of self-importance and 3) the assholes do not outnumber the decent people by a factor of 10-to-1.

By the way, I have lost the reservation sheet for March 1, so anyone who does not call to confirm will not have a table.  Don't bother coming in that night anyway since everyone who does will be personally treated like shit by me, the "operator."

I'll be making a night of it.

Looks like someone pulled the stake out of the heart of the Ray's 90 minute vampire. Can't Siestema let that go? As much as I'm tempted to try to show up at Ray's on the 1st without a reservation, it is Ash Wednesday.

[reverbbrad]

Many restauranteurs just pack them in in order to offset all of this. IMHO, it only exacerbates the problem and does a disservice to both the restaurants AND the patrons.

You know, I've always wondered why more restaurants don't go the opposite way: charge an unusually high pre-set price for the evening, and book somewhat fewer tables. Then, you get the extra cash for a big-ticket evening, but can attend to the diners' needs a little more adequately.

I'm betting that many good restaurants could charge double, and still keep an active (and profitable) room. That way, less stress/same cash. (Of course, it ain't my money that I'm betting).

Sure, there'd be some people that say 'What do you MEAN, it costs $150 to go to GOOD RESTAURANT?' But overall, I wonder if people would be happier.

[Principia]

Can't Siestema let that go?

I know... it's not as though he doesn't have hundreds of posts to pick from, and him constantly harping on such matters is getting really old. Honestly, he's starting to come across as a more than a little passive-aggressive on this issue.

If he's got a problem with a restaurant's policies, then he just needs to come out and say it versus hiding behind chatters. On the other hand, perhaps he thinks he's helping by making Chef Landrum aware that the policies are continuing to alienate people. That having been said, I don't understand how people continue to be unable to grasp the basic concept of seatings... there are well-known chains (e.g. The Melting Pot) that have them, for heaven's sake. I don't see how anyone could fail to get through a dinner in an hour and a half, but then again I don't drink. How much would our wine-consuming members say that it adds to the length of their meals?

My pet peeve is with restaurants that have seatings for all intents and purposes, but don't advertise them and then rush you through a meal like you're a train they're trying to get out of a station. grrrr

[JPW]

Welcome reverbbrad.

I thought that most restaurants already charged an unusually high price on their holiday prix fixe menus.

While I am sure that there are places that keep the number of covers to a normal level (and I'm sure they'll let us know), you're asking a heck of a lot of owners (not to mention waitors and other staff) when you want them to turn down money. Plus, when someone complains, they have a built in excuse -- "Sorry sir, it's always this crowded on Left Handed System Analysts' Day".

[qwertyy]

Readers of today's chat will understand why as soon as my lease is up in Arlington I will be closing up shop and moving to an area where 1) people's jobs are not more important than their family, 2) people are not defined by their own sense of self-importance and 3) the assholes do not outnumber the decent people by a factor of 10-to-1.

By the way, I have lost the reservation sheet for March 1, so anyone who does not call to confirm will not have a table.  Don't bother coming in that night anyway since everyone who does will be personally treated like shit by me, the "operator."

I'll be making a night of it.

Principia, you sure it's the policies that are alientating people?

[Principia]

Principia, you sure it's the policies that are alientating people?

I think he forgot to switch on his sarcasm filter; at least I'm guessing he's being facetious given the often farcical tone of his posts.

Well, probably not about #2. I've grown up in this area, and would concur that a lot of "important" people in this area are every bit as self-absorbed as the worst of the Hollywood starlets.

Edited February 15, 2006 by Principia

[starfish]

Welcome reverbbrad.

I thought that most restaurants already charged an unusually high price on their holiday prix fixe menus.

While I am sure that there are places that keep the number of covers to a normal level (and I'm sure they'll let us know), you're asking a heck of a lot of owners (not to mention waitors and other staff) when you want them to turn down money. Plus, when someone complains, they have a built in excuse -- "Sorry sir, it's always this crowded on Left Handed System Analysts' Day".

from my perspective keeping the number of covers down does not hurt anyone's pocket. at notti bianche, i placed a limit of 60 covers (on a night when every table is for two people, the max that we could have done was 74-80). while we did charge more per person, $65 for 4 courses, than the average check, it was not substantially higher than a normal 4 course dinner. we did, however, use ingredients not normally offered on our menu. in short i think we provided a very good value to each guest and no one was rushed out of their tables. in fact, we had two tables that spent over 3hours at dinner. yet the only people that had to wait caused that wait by being very late or very early.

how does this not financially hurt anyone? because we still had one of our best nights from a sales perspective, and everyone walked out the door very happy. could we have had a better night with 20 more covers sure, but could we have garunteed that everyone would have left as happy? no. i factor the lost sales revenue as a marketing expense. for many of our guests, it was thier first trip to our restaurant. if they walked out the door thinking that it sucked at a high price, why would they ever return at a regular price.

the restaurant business, imho, is a marathon not a sprint. just common business sense to me.

p.s. my servers were very happy with the tips last night. i would like to think that the smaller sections afforded more opportunity to spend time with guests and that more than compensated for the reduced covers.

eta: i am certainly not suggesting that this is "original" approach. i learned it from one of my mentors, john scruggs.

Edited February 15, 2006 by starfish

[reverbbrad]

Welcome reverbbrad.

I thought that most restaurants already charged an unusually high price on their holiday prix fixe menus.

While I am sure that there are places that keep the number of covers to a normal level (and I'm sure they'll let us know), you're asking a heck of a lot of owners (not to mention waitors and other staff) when you want them to turn down money. Plus, when someone complains, they have a built in excuse -- "Sorry sir, it's always this crowded on Left Handed System Analysts' Day".

Thanks for the welcome!

I didn't intend to ask restaurateurs to turn down money. I was wondering if you could make the same kind of profit by raising prices but accepting fewer customers. Since there is such a high demand for tables on these days, I bet some places could do it.

I don't think this would work for everyone, though.

Oh, and I'm not asking restaurants to change on my account. I haven't been in a restaurant for V-Day or Mother's Day since I worked them. I'm just curious if a different business model could leave both the customer AND the owner richer for the experience.

[jparrott]

Can't Siestema let that go?

He didn't just not let it go, he agreed with the guy that calling to confirm a reservation is a chore. So fine, he wants the restaurant to call him; then let's see what he says the first time his cell battery is down at the wrong time and he's told they don't have his reservation.

Look, confirming a reservation is the simplest of things. Not only that, it gives you an opportunity to convey to the restaurant (indirectly) that you are excited to be coming and ready for their best. Or, in the case of RTS, that special second-class DR.com service .

[Michael Landrum]

Principia, you sure it's the policies that are alientating people?

I will go on record to say that no one works harder to offer gracious, generous genuine, giving hospitality. I will also say, with no shame, reservation or compunction, that I do everything possible to alienate assholes from ever coming into my restaurant. I work too hard and life is too short to deal with assholes--and there are oh so many of them out there--or to allow them to abuse my staff. Usually, the only people who have a problem with that are the assholes and I really don't care. The fact that they have computers and that Tom prints their idiocies also does not concern me.

Have ketchup with your steak, your sauce on the side of your well-done filet, take all the pictures you want--I don't care. I'll serve whatever you want however you want, but I don't serve assholes.

[lackadaisi]

confirming a reservation is the simplest of things.

Confirming a reservation is only the simplest of things when you have time to do it. It is just one more ball to juggle when I am already juggling too many. I am glad to go to the effort to confirm when making reservations at the French Laundry, MiniBar, or any other place of that type where the getting and keeping of the reservations is expected to be difficult. When I make reservations at places of any other caliber, confirming the reservation is a chore that I choose to live without. I show my appreciation by making and keeping reservations, by treating the servers well both in attitude and tips, by spending my money, and by recommending it to others if it is warranted. If a place expects - no requires - me to do more to show my appreciation, then I will show my appreciation elsewhere.

[BigWyoming]

Before I give the wrong impression, I want to stress again that Citronelle took immediate steps to put things right. Bringing the wrong entree out and things like that aren't cool but I walked out the door fairly happy and well and truly buzzed. If it had been at another place and another price point I couldn't have cared less.

I don't discount the possiblity that I'm a little sensitive on this, but the impression I got was that the level of service and interest we received wasn't the same as other tables. On any other night we would have been viewed as just another customer, but perhaps since it was an "Amateur Night" we were viewed with some skepticism because we are both still in our mid to late twenties and maybe don't look like the typical big ticket that walks through the door in Georgetown. Also, I had no suit on. That's the way it is on Tuesdays. Tuesday is sport coat day, Wednesday and Thursday are suit days, Friday is a pro wrestling t-shirt.

And this isn't a Citronelle-specific issue. The cheese guy at CityZen just about got an ass pounding from the BigWyoming father-in-law a couple months ago when Mrs. BigWyoming asked Mr. Cheese if they had any goat gouda on the cart only to be scolded in an unbelievably condescending tone that there was no such thing before he took his cart and stormed off. This despite the fact that we had bought some from Whole Foods a couple nights before. And, as I think about it, we had some more two nights ago. And damned tasty it was.

The point I'm stabbing at (and missing horribly) is that, on the part of the proprietors, waiters, etc., there should be no Amateur Nights. Yes, there might be some reservation attrition and picky eaters and this and that on busier nights. But so what? Don't take it out on the rest of us who are there.

If a person is going to consent to paying 300 to 500 dollars for a meal for two he deserves the best whether he does it once a year and doesn't like cooked carrots or does it twice a week and will eat anything from squid to squab.

[Barbara]

I will go on record to say that no one works harder to offer gracious, generous genuine, giving hospitality.  I will also say, with no shame, reservation or compunction, that I do everything possible to alienate assholes from ever coming into my restaurant.  I work too hard and life is too short to deal with assholes--and there are oh so many of them out there--or to allow them to abuse my staff.  Usually, the only people who have a problem with that are the assholes and I really don't care.  The fact that they have computers and that Tom prints their idiocies also does not concern me.

Have ketchup with your steak, your sauce on the side of your well-done filet, take all the pictures you want--I don't care.  I'll serve whatever you want however you want, but I don't serve assholes.

Maybe my memory is faulty and I don't read all the foodie sites, but I am hard-pressed to come up with any criticism about RTS except for the 90-minute thing and the difficulty in getting a reservation. Have there been public complaints about the food or the service? I haven't read any horror stories about bad meals or bizarre behavior a la Carole Greenwood.

Yo, Michael! I thought you were going on vacation. You need a break, man.

[Jacques Gastreaux]

A couple of points. First, having the customer call to reconfirm is not an onerous request. RTS is a small restaurant with a small staff. It would probably take an employee a couple of hours a day every day to call all of the customer on the books for that evening. I'd also be willing to bet that roughly half of those calls would wind up in voice mail and would not be returned. It would be nice if RTS could acquire some PC based software that he could use to keep track of reservations that could send email messages so that customers could reconfirm by reply email.

The second has to do with the 90-minute limit that only applies to early (read 6:00) reservations. If RTS did not impose this limit, they would be able to take very few early reservations. Imposing the 90-minute limit opens up more tables and chairs at a restaurant that otherwise would be difficult to obtain a reservation at. Inn other words, if RTS eliminated the 90-minute limit for early reservations, it would be even harder to get a table there. People's problems with the 90-minute limit are short sighted.

[mdt]

Confirming a reservation is only the simplest of things when you have time to do it.  It is just one more ball to juggle when I am already juggling too many.  I am glad to go to the effort to confirm when making reservations at the French Laundry, MiniBar, or any other place of that type where the getting and keeping of the reservations is expected to be difficult.  When I make reservations at places of any other caliber, confirming the reservation is a chore that I choose to live without.  I show my appreciation by making and keeping reservations, by treating the servers well both in attitude and tips, by spending my money, and by recommending it to others if it is warranted.  If a place expects - no requires - me to do more to show my appreciation, then I will show my appreciation elsewhere.

We all have balls to juggle and sometimes there may be too many. When a place calls, gets your VM, than leaves a message requesting you to call back do you? Each time that I have made reservations at Ray's they have always asked me to please call them back the day of to confirm. Not once have I ever heard the hint of a demand.

Places of any other caliber?! Huh?! I can only imagine the ferocity and anger that would be present if a restaurant of any caliber treated folks differently based upon what they perceived the customer's caliber to be. I know this happens, but it does not make it right in this industry or any other. Everyone deserves to be treated with courtesy, from customers to owners to all the folks behind the scenes.

eta: I cannot spell.

Edited February 15, 2006 by mdt

[lackadaisi]

I wrote too quickly when saying "of any other caliber." It is obviously too late for me to edit that, but my point was not about the quality of the restaurant, it was about the amount of hurdles through which I am willing to jump to secure a reservation. Thus, I used Minibar and French Laundry as examples. They are certainly much different restaurants, but for thier own reasons, I am willing to go through more trouble to ensure that a reservation is secured.

I always have, and always will, call back anyone who calls to ask me to confirm. What becomes too onerous for me - and, I am not saying too onerous for others, just for me - is having to remember to call more than once. Obviously there are ways to deal with that. I would greatly prefer not to.

I also did not say that I would not respect a restaurant's request that one call. I have never personally made a reservation at RTS, but if I were to, I would call as it is thier policy. My point is only that I would be less likely to make a reservation in the first place anywhere with that policy.

I do not believe that I am being rude in this regard.

[Waitman]

Chosing a restaurant is like an algebra equation. On the one side, you have the quality of the food and the graciousness of the service, plus your own random variable (which explains why so many of us like BdC and, indeed, Rays) and craving factor (must have pork belly). On the other side there is the expense and the hassle factor, including making and confirming reservations, parking, getting there, having to give up your table at a time certain and so on. You add up both sides, and you make your call.

We all have our buttons. I almost never eat at places that don't take reservations because I loathe standing in line, for example. Someone else doesn't like having to call to confirm -- they're not necessarily assholes (though complaining about it on line raises suspicions). There are a thousand restaurants in this town, one for almost everybody.

[Barbara]

We all have our buttons. I almost never eat at places that don't take reservations because I loathe standing in line, for example.

You got that right, Bro. My equation for securing a reservation on the day and time I want at a place I really want to eat at equals jumping through the hoops required. I mean really, would any of us want to wait outside for an hour or more to secure at table at RTS? I don't think so. Michael has to deal with early and late arrivals plus the no shows. HE takes the hit so WE don't have to.

[xdcx]

I've had one meal at the RTS and I really really enjoyed it and the only reason I haven't been back is due to my line of work making it difficult to know where I'll be or when I'll be available. In any event. I like how upfront he is. I like the fact that he cares about his business AND his customers and that he seems really really sincere about serving good food for people who get it. Not foodies. Not rich folks. But people who understand his mission and how he executes it. I also like the fact that he's got an edge and doesn't come off as just another owner/chef who cares mre about good PR over doing the right thing. I also like the fact that the one time we were there he had what I can only hope was his copy of "hey soul classics" blaring on stereo and still managed to make us feel welcome and appreciated.

[Meshe at Eve]

I will go on record to say that no one works harder to offer gracious, generous genuine, giving hospitality.  I will also say, with no shame, reservation or compunction, that I do everything possible to alienate assholes from ever coming into my restaurant.  I work too hard and life is too short to deal with assholes--and there are oh so many of them out there--or to allow them to abuse my staff.  Usually, the only people who have a problem with that are the assholes and I really don't care.  The fact that they have computers and that Tom prints their idiocies also does not concern me.

Have ketchup with your steak, your sauce on the side of your well-done filet, take all the pictures you want--I don't care.  I'll serve whatever you want however you want, but I don't serve assholes.

Michael, I like you so much!

Meshe at Eve

Edited February 16, 2006 by Meshe at Eve

[Josh Radigan]

The thought of a restaurant owner having to completely give and give till it bleeds is where the line has to be drawn. I know its the service industry, but its a business, and one where the margins are slightly and somewhat tightly drawn as to appeal to many markets.

Michael works his butt off not because he enjoys the 15 hour days, but its what he knows. Its what he can afford.

The rules he sets are because I am sure he found out it was the only way to keep his day sane, the restaurant afloat, and customers happy. Not all are happy, and I am sure some of it is because he chooses not to placate to every customers whim.

In this business we evolve everyday, sometimes for the good, sometimes for the not so good. Its not perfect and no one every said it should be perfect.

[Elias Hengst]

Readers of today's chat will understand why as soon as my lease is up in Arlington I will be closing up shop and moving to an area where 1) people's jobs are not more important than their family, 2) people are not defined by their own sense of self-importance and 3) the assholes do not outnumber the decent people by a factor of 10-to-1.

I think referring to any customer publicy - however anonymously - as an asshole reflects poorly on others in the industry and ultimately brings us down to the level of the unaccountable online voices we get angry with in the first place. Most of us operate establishments open to the public, no subjective personality tests required.

Just so we're on the same page, the etymology of "service," since that IS our profession, is from the Latin "servire," to serve, or "to render habitual obedience to."

Our choice - made freely - is to serve others; the burden is not for others to meet some subjective personal criteria of the perfect or even adequate customer before we deign to

provide them attention.

Coded, subjective requirements of owners, as we all know, were once pretext for declining "service" in many establishments. Adding 'asshole' to the criteria for diners sets a dangerous precedent: you can send away almost any person - or group of people - you don't like.

The foundation of our industry is that everyone - barring the occasional obvious racist, misogynist, agressive drunk, etc. - is entitled to the same level of courtesy.

We cannot control our guest's behavior, we can only control our reactions to that behavior. Calling customers names and whining is a waste of personal energy and time spent with family referenced above.

Personally, I enjoy trying to turn a meal into something positive for even the most terrible guests - it's a challenge many of us enjoy without disparaging those that pay our bills in some anonymous, faceless, online forum.

Oh, and when someone finds that "area" described above - the one without self important assholes who work too much - please let me know.

I've heard it's called La La Land....but I don't know if its in/outside the Beltway.

Edited February 16, 2006 by Elias Hengst

[giant shrimp]

my point was not about the quality of the restaurant, it was about the amount of hurdles through which I am willing to jump to secure a reservation.  Thus, I used Minibar and French Laundry as examples.  They are certainly much different restaurants, but for thier own reasons, I am willing to go through more trouble to ensure that a reservation is secured. 

to be able to make a reservation at ray's, i would gladly sign a disclaimer that i am not allergic to beef, spinach or deviled eggs; that i will arrive fifteen minutes early and that ray's will make an appropriate cash withdrawal from my checking account if i fail to execute the contract. if i overextended my stay, i would also be willing to finish chewing on my bones out front. if ray's wants to start taking reservations land-rush style, that is okay as well. i will set my telephone to redial first thing in the morning two months before the day i intend to eat there and cross my fingers.

Edited February 16, 2006 by giant shrimp

[porcupine]

I think referring to any customer publicy - however anonymously - as an asshole reflects poorly on others in the industry and ultimately brings us down to the level of the unaccountable online voices we get angry with in the first place.

OTOH, I appreciate reading the honest opinions of people like Mr. Landrum, and am more inclined to dine at his place as a result. Hospitality industry or no, it's nice to see people stand up for themselves - and their abused employees.

[Michael Landrum]

I think referring to any customer publicy - however anonymously - as an asshole reflects poorly on others in the industry

Oh, and when someone finds that "area" described above - the one without self important assholes who work too much -  please let me know.

I've heard it's called La La Land....but I don't know if its in/outside the Beltway.

Fortunately, I do not consider Ray's The Steaks, or myself, to be a part of the same industry or even in the same business as any other restaurant in the DC area.

Nor does anyone else--not my clientele and not the public at large. So the reputation of DC restaurants and restaurateurs is safe from me and not likely to be damaged by anything I might have to say.

As far as La La Land is concerned, we in this area, being so immersed in it, so much a part of it--so many power-disfigured Gollums slitheringly lusting after their Precioussss, so many Michael Jacksons-in-Red-Ties-and-Guccis staring in the empty mirror of enabled ego indulgence, so many suburban Warriors high on sucking the crack pipe of SUV exhaust--lose sight of what a distorted, twisted, corrupt, grotesque betrayal of decency and trust Washington represents to the rest of the country, and truly is.

DC already is a La La Land, just a sick version of it.

No, I can not tell you where that "area" is, but my guess is that it is as far from the priviledge troughs of Georgetown, Capitol Hill, K Street or Penn Quarter as possible.

Edited February 16, 2006 by Michael Landrum

[JPW]

Tune in next week folks for a very exciting show.

Our topic will be -- "Michael Landrum: Lunatic or Visionary?"

[Pappy]

As a complete by-stander who has just been described as a "power-disfigured Gollums slitheringly lusting after their Precioussss, so many Michael Jacksons-in-Red-Ties-and-Guccis staring in the empty mirror of enabled ego indulgence, so many suburban Warriors high on sucking the crack pipe of SUV exhaust" and told I am not worthy of service in his temple, it would be very hard for me to place myself in the visionary camp.

[brendanc]

humble restaurants deserve less courtesy than the exalted, then, no, I honestly do not.  Restaurants are, after all, no more than its people.

I am finding myself agreeing with Michael, while not inebreated, hmm.

Listen the membership of this board consists of persons who, if I have gauged correctly, are against big corporations, or the corporate mentality and ultimately for the little guy. Humble restaurants are exactly the restaurants that deserve the extra step in courtesy because they are the restaurants that value their customers the most.

In terms of respect, I think that were you to accept an invitation to my house for dinner in March and I asked you in January, I'd like it if you'd call to say hey and see if you should bring anything, it's what I'd do. I'm not going to forget that I'm having people over, but communication is part of the relationship between host and guest.

If I had a big dinner plan to go to a restaurant, and the evening was of import to me I certainly will and have called to check on my reservation.

My wife wants to be a part of our family restaurant when we open it and the only thing, the only thing she cares about(besides staying in business), is that every guest is treated with the same respect irregardless of their standing or their import to la la land(some other things too but the don't relate to this context). I can only hope that our guests would return the same, and if they don't, it's my joint so youy can leave. I have to invest in a Landrum2006 asshole detector, I hear it comes with a decoder ring.

BTW Charleston, SC less assholes per capita

Edited February 16, 2006 by brendanc

[DonRocks]

[in response to whoever is thinking of asking me, "Did you delete my post?"

Answer: Yes, along with 23 others.

Cheers,

Rocks]

[DonRocks]

Darn---I was reading this thread as fast as I could but I just missed about 19 of the 23 I think!!!!

[24]

[Tom Power]

I know... it's not as though he doesn't have hundreds of posts to pick from, and him constantly harping on such matters is getting really old. Honestly, he's starting to come across as a more than a little passive-aggressive on this issue.

If he's got a problem with a restaurant's policies, then he just needs to come out and say it versus hiding behind chatters. On the other hand, perhaps he thinks he's helping by making Chef Landrum aware that the policies are continuing to alienate people. That having been said, I don't understand how people continue to be unable to grasp the basic concept of seatings... there are well-known chains (e.g. The Melting Pot) that have them, for heaven's sake. I don't see how anyone could fail to get through a dinner in an hour and a half, but then again I don't drink. How much would our wine-consuming members say that it adds to the length of their meals?

My pet peeve is with restaurants that have seatings for all intents and purposes, but don't advertise them and then rush you through a meal like you're a train they're trying to get out of a station. grrrr

My pet peeve is with restaurant customers that count the minutes between courses and want to be rushed through a meal as if they were a train that needed to be pushed out of the station. Those customers really piss me off when they arrive late for thier reservation, hold long conversations before ordering and then ask when thier food will be arriving, suddenly they are in a rush. People need to learn to relax or express that they are in a hurry.