| rev:text
| - Quite unremarkable. I don't understand the attraction.
I've wanted to try Matt's for a long time. I had heard that they had great Belgian waffles, so perhaps my expectations were high. They were not met. The waffle was served with cold/hard butter - impossible to spread on a waffle. I was hoping for a crispy-on-the-outside - tender-on-the-inside waffle. It wasn't bad... just not what I had hoped for. Served with three strips of peppery, peppery, did I say "peppery" bacon. I am not a fan of pepper bacon, but what made it worse, was that it was limp and barely cooked. It was also served (as stated in the menu) with 2 oz. of Pure Maple Syrup. It wasn't enough syrup for the size of the waffle, so I asked for a bit more. Whoa! - That would be an extra $1.50 charge! I declined.
When the waitress stopped to see how things were, I stated my disappointment at the food and the up charge. She left the table and told no one. What appeared to be a manager also stopped by the table. Again, I voiced my displeasure. She left and told the female owner who returned to my table (a plus for communication). The owner said she would take the bacon off the bill (this was also a big plus).
Then, unfortunately, she proceeded to justify why they charged for more syrup; how much it costs and the long process it takes to produce a small amount of Real Maple Syrup (NOT a plus). I said that I understood the "economics" of it; I just felt that in this day and age of drink refills, etc. that it was not the greatest of customer service. She continued to argue and state how long she had been a restaurant owner, etc., etc. I was not interested. I WOULD have been interested if she had simply acknowledged my feelings and apologized for the fact that I wasn't satisfied.
In the end, she told me she would take care of the bill. This might have been a plus, but she said it with such disdain, that it literally left a bad taste in my mouth. (I DID leave a tip for the server)
Note to servers, managers and owners:
Don't argue with the customer - you will never will the battle, or win us over.
Don't try to justify your prices/service/problems, etc. - we don't want to hear the reasons why.
We want you to ACKNOWLEDGE the fact that we are not happy.
Simply LISTEN - then tell us you are sorry our experience wasn't better.
If you can do or offer something to make it better, GREAT!
But do it with a smile. Kill us with kindness - not contempt.
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