| rev:text
| - I used to love this place but my latest visit introduced a completely different flat top experience than I have had before--for the worse. Flat top has always been about self service: you pick whatever veggies, sauces, and protein you like and then they fry it up for you--no judgement. Now, however, you stand in a line--Subway style--while they put however much veggies, sauce, and protein they see fit into your bowl. Want to taste a sauce? You still can if you don't mind holding up the line behind you. Want more peppers? Sure, just get an annoyed look from the man behind the glass. Flat top created an experience, a brand really, focused around user preference, yet now, with the line and the servers, you no longer create your own bowl as much as you rush to share your preferences with the Flat Top Gods and hope something good comes out the end.
I asked one of the employees why the new experience and she told me it was because customers would spill the ingredients, which was a concern for those with allergies. Which would be completely valid if the new system prevented spilling. But it doesn't, of course, because the design of the buffet hasn't changed, only its users. And it was never a user problem, only a design problem. Namely, having three rows of ingredients, especially sauces, ensures that if you're grabbing from the middle or the furthest row you are likely to spill in a closer row. Now, in fact, because the employees stand on one side of the table they are *more* likely to spill because they never walk around the table to reach the furthest ingredients--at least some customers did that. This isn't theoretical--I watched employees spill ingredients.
Completely changing their user experience wouldn't be so bad if they were a well oiled machine but they are far from it. Flat Top has a system where you put sticks in your bowl to add roti, to ensure it's cooked separately if you have an allergy, etc. In the old Flat Top, you put these sticks in yourself; in the new Flat Top you ask them to do it for you. I asked for both of the above, but for some reason the dish came to the table without roti. It would be reasonable to assume it was not cooked separately, too, if they forgot the roti wouldn't it? Wasn't this new system supposed to be all about accommodating those with allergies?
Anyway, when a server came with my food and I asked for the roti that was supposed to (but failed to) come with my meal I also asked for a side of rice--something that has never been a problem at flat top and something the server said she would bring. But it never came.
If flat top wants my service again they need to get their act together. If they are concerned about spilling ingredients, design a buffet table that makes that harder, don't just hire folks to take the enjoyable experience from your customers. And make sure requests from customers don't get lost in translation.
I miss you, Flat Top. Please come back.
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