On Sunday I visited a newly opened pub in Bedfordshire. It looked nice, was busy and hopefully will do well, but there was one thing that frustrated me.
This pub serves crisps, Walkers to be exact but they don't let the customers have the packet but instead put them in a bowl, I have no big problem with that, although I find this style of service a bit pompous. This after all was a country pub that sold ham, egg and chips or cottage pie. It's a bit of an identity clash, it's like saying "We are in touch with the locals by serving good old country fayre, but make sure the crisp packets aren't seen, we're too good for that," anyway back to my point.
By mistake the barmaid (who by the way was very happy and smiley, let us try some wines and recommended the best table to sit at) served a packet of crisps without putting them in a bowl. Granted she had been told not to do this and should of done what she was instructed but the owner dealt with this minor (yes not major) issue in completely the wrong way. Rather than taking the barmaid to one side and reitterating the way of serving the crisps he questioned her, quite loudly, in front of the customers she was serving. "Who gave these packets to customers" he asked, now bright red with embarrasement she replied "sorry, I did. I was really busy and forgot, sorry." He then said "we don't do that it's rubbish, put them in a bowl."
The owner walked off into the restaurant leaving the barmaid completely dejected and embarrased. Now I'm the first person to insist on standards and if an order or request has been given to the staff by the owner it should be followed and not changed, but if for some reason a mistake is made then please deal with it in the right way, time and place.
The previously happy and smiley barmaid who is the first person that the customers see was then a shodow of her former self, not a great first impression for new customers walking through the door.
It's such a simple thing to do yet why do people make the mistake of embarrasing their staff in this way. Is it to show who's in charge in front of customers? Well if it is, what a stupid way of thinking.
Philip
P.S. Just another quick point. I was astonished to see on the bar menu a Bacon and Brie Ciabatta for £10. Now we are in Bedfordshire not Chelsea. Must be some bacon!!
