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| - I'd never give this place a less than stellar review having had two really good experiences here before, but I do have some helpful suggestions for both customers and staff after a recent attempt to visit. We brought my mom here on an early brunch/lunch break and were told the wait was 10-15 minutes. About 40 minutes later, we were still being told that several tables of customers were finished but still just hanging back and chatting and there wasn't anything that could be done for us. We ultimately had to go to Chloe's Corner for something quick, wishing we could have that wait time back for the sake of little remaining time together, though we'd made the trip to Kierland for Snooze and were assured it would be any minute for a while. During our wait, we overheard and saw a hostess arrange the system and a table our size for who appeared to be her friends who came in a while after us, which was a bummer, but they did have a little girl with them so we were forgiving of being questionably cut ahead of like that. We figured we'd also be seated shortly, but it eventually meant we would never get a table.
It is such bad etiquette on customers' behalves to hang back and "snooze" when your servers have a living to earn, and other people might want to eat a new/popular restaurant, too. I think there are polite remedies that could be better implemented to avoid losing business and no longer seeming very appealing as an option for future visits, with the current gamble of a wait time structured to accommodate finished, lingering customers better than new ones. Collect the final bills back and clear the tables completely, asking if there's anything else that they need today, and thank them for coming in. Or, politely inform customers who have been paid up for a while that there's ample space at the bar since other parties have been experiencing unusually long waits for tables today, rather than sending those who have been waiting for tables there or in the current blazing heat to eat as a family. Everyone is so friendly there, I don't see that being offensive at all, but what was a little offensive was being given a very short wait time initially and ultimately having to be turned away after all. I felt like perhaps more could have been done, and maybe would have if we weren't very easygoing people. I'm not knocking the restaurant so much as inconsiderate customers who are overly taking advantage of the laid back atmosphere, but from a business and customer service perspective, surely something more should begin to be done better in these cases after what we experienced today. For a place that closes at 2:30, that's a huge discouragement for future visits for individuals who don't have hours to kill, or don't wish to be unpleasantly surprised by the lack of availability for them after all, after waiting long periods of time only to be told, "sorry." I'd imagine this could become a big problem as our population increases in cooler months with customers less likely to bite their tongues, and that's a shame because the staff typically could not be nicer. Service has been wonderful when the wait wasn't an issue in the past, with exceptional wait staff and food. But please be more proactive about finished, overly chatty tables, who have hopefully already had a satisfying experience so that others may enjoy the same that day. Starbucks is right next door for those who want to stake claim of an empty table for hours for free!
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