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| - My in-laws live in Sherills Ford on Lake Norman and every summer we come and visit them. And every summer we go to the North Harbor Club. And every time we have gone the food was fine and so was the service. Things have clearly gone down hill.
Our server was busy so the hostess took our order. Drinks and food. We wait. about 10 minutes later, a male server came to our table to let us know that she lost our order and can he get it again. We gave it again. About 5 minutes the woman who is our server made her first appearance and said, did you guys hear what happened? Okay great. Sorry about that." 40 minutes go by. We ask her what the situation with the food was. Before even checking with the kitchen, she says "we had a really big party, so they are super busy in the kitchen."
Okay. Well, can you give us an ETA? Or a bread basket? We had a party of 6 which just rode 45 minutes on our boat to get there and now have waited almost an hour and no food.
She comes back with a bowl of saltine crackers. I could not believe it. How tacky. There are not peanut shells on the floor, therefore saltines are not an acceptable appetizer, thanks.
A full hour goes by. The food arrives and 3 of us who ordered salmon was really undercooked. Like, cut into it and there is sushi inside. My mother in law, who ordered hers well done sent hers back 3 times. My mother in law a true southern belle and is the sweetest, kindest lady. The server was so indignant and rude about her sending the food back. Listen. She asked for it well done. It's $20 salmon, give the woman well done. All you have to do is ask the chef to leave it on longer.
The server told her manager that we were having issues, (I could tell by watching her gesture towards us to him.) At no point did he approach our table. He kept walking by it and staring at us, but never stopped by.
After the meal we were walking out the server (whom we tipped) was standing by the hostess station talking loudly about " difficult people." My father in law waited to talk to the manager, but he never came out. After 5 minutes of waiting, we had to get home as it was getting dark and we were boating back.
I made my living as a server/bartender for 10 years. So I am not ignorant to how restaurants work. They were having a busy night were everything was clearly coming off the rails. This happens all the time in the restaurant business. However, its how you rectify your mistakes that make people come back.
If the owner is reading this, may I make the following suggestions:
1. Teach your hostess how to rotate the sections. So she doesn't have to "help."
2. Facial piercings on your staff lower the class of your restaurant.
3. Managers need to omnipresent and any guest should be able to spot them quickly. The manager we had tonight was unkempt and wearing an untucked short sleeve shirt. If the average entree is $20, the manager should wear dress slacks, dress shirt and tie.
4. Servers need to feel like their manager can help them. It was very obvious that this girl felt abandoned.
5.If your chef needs to re-fire a dish, the should re-assemble the visual integrity of the dish, not just heat up the fish and put it back on the plate so it looks like a dog's dinner.
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