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2014-08-10
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Great coffee, good food, ghastly 'service'...Despite the location, decor, patrons, quality of the menu items and price point. There wont be a return visit purely based on principle; they just don't 'get' service and when I flagged my observations with them, the staff member's answer was "we are busy", not "sorry" or "we'll try to be better next time"..."Busy" is a 'good problem' for your shop to have, and "busy" may mean that we, your customers, may have to wait a little longer for the delivery
Despite the location, decor, patrons, quality of the menu items and price point. There wont be a return visit purely based on principle; they just don't 'get' service and when I flagged my observations with them, the staff member's answer was "we are busy", not "sorry" or "we'll try to be better next time"...
"Busy" is a 'good problem' for your shop to have, and "busy" may mean that we, your customers, may have to wait a little longer for the delivery of our requested items - not a biggy (big problem) if we can see your shop is busy. But "busy" is not an excuse for you and other staff not wait tables or ask or acknowledge folks standing at your service counter for two minutes if they need assistance...
I previously had to assist this staff member, my 'WAITress', to 'serve' their customer, so she knew exactly my point - but, along with her colleagues, is overwhelmed with a good morning's trade; when 'eye's up and around the room' (instead of towards the floor or tunnel vision) and 'better time management' is imperative...
Only once escorted to my seat and left with the menus did this staff member take the order of the guy neighbouring me that had been seated prior to my arrival. It was difficult to get her attention as she rush away, walking straight past my table, to give her my coffee order.
Coffee came quick (and it is gooood FWIW), but as I was on the phone at that time neither one of us attempted to obtain/give a food order - no problem. She came back a few times to seat new guests, but her peripheral vision was non apparent (an never checked in on her existing seated customers). 10 minutes later seating new guests right next to my table, I literally had to lunge at her to get her attention to place my breakfast order.
Well-trained staff should know their section and where their tables are at (in the ordering/delivery process). Being 'busy' with customers coming and going will challenge one's memory, but this is where a good set of eyes will help; i.e. menus still sitting on the tables would suggest that they're (still) yet to order...
Some 10 mins after finishing my food (and coffee), I wasn't able to flag any staff to request the check, so not able to identify where the cashier area is, I stood at their service area.
One member of staff at the bar worked (sorting orders and saucering drinks) standing next to me for most of the two minutes I stood there, her and my 'WAITress' both walked pass and around me at lease once each during that time - I didn't say anything, as this had now become a test to determine just how bad it is. No eye contact, no 'can I help you' or 'what the hell are you doing standing here in our way...'.
I could have quite easily walked out without paying, and not been challenged - did others...
Finally, I spoke to both of them, requesting for the bill and that an acknowledgement that I was standing there would have been nice...
Busy? Then work smarter, when you seat new customers on your way back to your service area or awaiting task simply look around your section and perhaps even check in on some customers that you haven't checked in on for a while... This was the suggestion I made to my 'WAITress' when she told me 'we are busy' as she prepared my bill, and she then replied with 'we are busy' clearly missing the point...
If the staff / mgmt of TCA read this, fortunately there is a variety of places for us to explore around HKI for a Sunday morning coffee and breakfast, so if you want to retain your other customers please take heed the observations herein; not only as described above, but I also observed that perhaps your wait staff are working too large section (for the turnover of people) or always meddling a section that is not their own.
I also noted that a number of customers seated in the area I was in, didn't stick around very long, short seating and only drinks... Perhaps its their own schedule, or we're they also disappointed with the level of service...?
With the rental prices in HKG, I'm sure that not only do you want your business to be 'busy' but also to successfully sustain being 'busy'... if so, then you need to spend time with your staff, and help them - and also train the bar staff that they can help out when the wait staff are struggling (i.e. they shouldn't be above asking a customer standing next to them for two minutes if they need assistance). The bar staff had to 'push the app button' to print the bill for the wait staff to retrieve and then deliver to the customer - efficient...?
Good luck, I wont be back and I only introduce my friends to places where they're likely to enjoy the experience, but I'll swing by to see what your shop front looks like in 6-9 mths from now... that's the exciting, yet sad, reality of HKG; new dining experiences to try within a year of when the last tenant launched and couldn't sustain...
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