Last night Kish and I went to a new restaurant for dinner. The food was exceptionally good — I had a duck entree that was as succulent as any duck I’ve ever had — but the service was definitely wanting.
After taking our order, our waitperson pretty much ignored us. Other tables in the restaurant got bread; we didn’t. When we asked a busser to let our waitperson know that we wanted refills on our glasses of wine, she scurried off and . . . nothing happened. We were never offered a chance to order dessert. Different people kept appearing at the table and apologizing for the delays. Finally we just decided to chalk up the service issues to a new restaurant that is still working out the kinks, so we got our check — which also took longer than it should have, frankly, and prompted another apology from the restaurant staff — and then we hit the road.
Fine service obviously is a key part of fine dining. Anyone who has received good service and bad service knows how important the service element can be. As Kish pointed out after we left, bad service leaves you feeling both unappreciated and tense — which isn’t exactly conducive to a stellar food experience. You end up anxiously searching for your waitperson and trying to signal them rather than focusing on good food and good company, which is what should be happening.
I can understand how it might take a while before a restaurant gets its sea legs on service, and I’m willing to give any restaurant that serves such good food a second chance, and probably a third chance, too. Maybe we just went on a bad night, or drew a waitperson who is inexperienced. But how long does a grace period reasonably last? If you believe that service is important, shouldn’t that be something that is a point of emphasis from the very first days of training and through the dry runs and soft openings?