Know your customers: 2 very different dining experiences

Last weekend, I visited my parents in Springfield, Mass., to help get some stuff out of the house (they're moving to South Carolina, where the snowblower will be useless, the seafood and taxes cheaper, and the retirement easier).

We went out to eat twice, and had two very different experiences. The food, in both cases, was excellent – above expectation and worth the price.

I'll tell you first about Ixtapa #5. This is a taco truck parked in the parking lot of a grocery store in a heavily Latino community.

Their English is as broken as my Spanish. They serve tacos, quesadillas and Mexican sodas. Maybe they'd do a burrito. They put tongue (pictured), chicken or beef on your tortilla of choice. Bam, the end.

They're quick, the food is cheap, they don't chat a lot unless they know the customer's family (which is common in a close community like that one), and it's one of the most genuine dining experiences I've had (even though I was standing in a grocery store parking lot).

Next, I want to talk about Felix's Family Restaurant. This is an Italian restaurant that stands in what used to be a pizzeria. They overhauled it after a kitchen fire moved the pizza place a mile away. It should be noted that the building shares a parking lot with Felix's Auto Body.

We went to catch up with some old friends (and by old friends, I mean we've know the family for 30ish years). It was evident from the hugs and the animated talking that we were catching up and kind of caught up in ourselves.

Some wandering musicians began playing (accordion and guitar), and they were loud. They serenaded tables near and far with Italian songs – I get this; it's authentic and it adds to a dining experience.

We did our best to ignore the musicians – we made it obvious by not looking at them, not offering applause and certainly not participating when they stood over several members of our party and played in their ears.

And then they tried to engage us.

Let me make this clear. We weren't there to see a concert. If we'd been a table in the corner entirely ignoring a musician we (and other people) had paid to see and talking across the table at the top of our lungs so we could be heard, we'd be giant assholes.

But the musicians were ambiance, and we didn't want it. And they insisted. It took every hint short of asking if they'd just go play across the room to get them to let us enjoy our food.

The server was an entirely different story. She left one pitcher of water for 9 adults and wasn't attentive to it.

When she showed up with eight salad plates, she apologized, noting that she probably stole it – a cute joke, except that she then spent the next several minutes regaling us with stories of stolen restaurant cutlery, rather than, say, getting us another plate.

It took us 15 minutes to get a shaker of red pepper at one point during the meal.

One of our party let her know she was allergic to tomatoes. When she asked that her dinner be altered to avoid tomatoes, the server brought a dinner that appeared to have something tomato red on it. After insisting there were no tomatoes, we learned it was marinara sauce. Which, if you worked in an Italian restaurant, you'd be required to know has a tomato base, no? And while the dish was replaced with something tomato-free, we didn't get an apology from management, nor did we get a discounted dinner.

Overall, we were at the restaurant slightly over two hours, without any unnecessary chatter; it just took that long to do dinner.

It was one of the worst customer service experiences I've ever had, and I had it in a place that stood to charge us in the area of $200 for our purchase.

Recommendations: Taco truck yes, Felix's no.


Leave a Reply

Your email address will not be published. Required fields are marked *

CommentLuv badge

This site uses Akismet to reduce spam. Learn how your comment data is processed.