Communication and Passion

Two things you need to be successful in this industry and probably quite advisable in running a restaurant. I had a lovely meal the other day at a restaurant in Covent Garden with 15 or 20 colleagues, peers and associates from other agencies.

It was spoiled though as there were two problems that running an agency, I have seen far too often:

1. Communication:

The salad to accompany the main course came 15 minutes after we had all finished the main course. Now there were 20 of us, and it was a busy night, but when we commented about the fact we had actually finished our main meal so the salad wasn't much use to us - the waiter told us it was Italian style menu, and it was a separate course. If this was the case then simply tell people before the meal (if it wasn't 10/10 for quick thinking). This is a classic case of managing expectation and keeping communication open. What could have been seen a a sophisticated 'nuance' was seen as a complete shambles by 20 otherwise very satisfied and well satiated guests.

2. Know your product:

When asked what the desert he had just placed in front of us was? the waiter looked at it and then back at us and said 'I actually don't know' (it looked like a nice Pot au Chocolat / Chocolate Mouse). I appreciated his honesty, and the fact he went straight off to find out, and came back to tell us it was a 'Melting Chocolate pot' but he should have known that fact before he went out to serve. If you don't know what you are serving to people (off a set menu), it doesn't seem like you give a shit about what it is you are serving, or your job for that matter.

The food was excellent and I'm pretty sure the owner and the chef were passionate about their product, the interior was great a nice mix between chic but relaxed atmosphere , the glassware and cutlery were quite cool etc etc and they had a good reputation - but the fact the waiter didn't know let down the experience.

I know my agency has not perfected our process yet but I want to make sure our clients don't walk out having had some excellent work served to them and only remember - it was nice but it was let down by poor communication, and the staff didn't know what they were doing or seem to care.