Have you ever been to a bar and thought "I'm being ignored here", and waited as people who arrived after you get served first? Well, the owner of The Masons Arms has this arrogant and unacceptable practice down to a fine art.
My partner and I ordered food separately to our three friends, and where right behind them in the queue at the bar. The owner was aware that we were all together, as when I finally did get served (when he had no option as the bar was empty!) he correctly identified our table where our friends where sitting. Unfortunately the owner did not have the ability to remember the order that people arrive at the bar, even when there were only six people. Actually, the owner knew exactly who arrived first and for some inexplicable reason, deliberately served everyone else before me, taking his time, schmoosing with regulars and getting into in-depth conversation about how various drinks had been produced. I don't expect him to ignore his other guests or to rush their orders through at my expense, but good industry practice (of which we have considerable experience) would have him at least acknowledge me and to let me know he'd be with me shortly. Having finally been served, he should also have informed me that there would be a longer wait than usual at this busy time (not busy though where you, six at the bar any more than a few empty tables) The upshot was that our friends had all been served and had finished eating their (amply portioned and very tasty) meals and we were still waiting. After several minutes of staring at our friends empty plates we inquired as to when we might get our food. 2 minutes was his reply. After between 5 and 10 mins we asked for a refund, as we had simply been waiting too long, our friend had all eaten and besides that we had to leave to go to the theatre. He refused, blaming us for not reading a sign, well out of sight which informed of a possible wait during busy times, and turned his back on us. It was NOT busy by any stretch of the imagination. The servive was simply too slow. This guy has poor customer service skills and an inability to admit when he has failed to give satisfactory service. Needless to say, we had to leave just as our food arrived, with the hard earned cash we paid with still sat in his till. A bit of advice for the owner who has so much to learn.
Everyone who walks through your door does so to spend their money on your products and services, from which YOU earn a living. Treat them ALL with the respect they deserve. There are other places to eat and drink (which we will now take advantage of)
Never ignore customers at your bar, acknowledge them when they arrive. They provide your income.
Never deliberately serve people in the wrong order at the bar. The guy your making wait has money in his wallet and will either walk out or never return.
When you’re wrong, you’re wrong. Just admit it and you can usually turn a bad situation in to a good one by showing new customers that you value their trade and want them to return. This, if done correctly can be better than acceptable service in the first place.
Remember that an individual is 7 times more likely to tell someone of a bad experience than of a good one. (we will, both verbally and through review sites)
Advice for readers of reviews: It is common practice for people to write their own good reviews (or to have friend to do it for them) It is not common practice to write bad ones, so take them very seriously.