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« Reply #14 on: July 18, 2006, 12:45:50 PM » |
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I had not intended to refer to this episode at Gala, as I hear I'm on the "watch closely" list, & my well-intended & constructive comments about Gala are not received at all well.
But as the issue has been aired, I need to tell you the scene, & place it in context.
Adam reports it pretty accurately, but not in it's entirety.
I asked for my usual, I've had it for years at Gala, "fish & chips, no salad please". (£7.95 I believe). On this occasion, I was not asked for my Membership Number, so perhaps they have changed that partiucular rule, Kudos to Gala. I just don't like the flavour that cucumber leaves on other food, so I always have "no salad please".
I was told "you have to have the salad".
"Err, no thank you, not for me please".
"You HAVE to have it, it's a new rule".
" I HAVE to have it? A RULE? Please cancel the order, thank you".
20 minutes later, despite me canceling it, the meal arives. With salad. Table is collapsing with a mixture of laughter & indignation, but it's all good fun & we are enjoying ourselves, nobody has been rude, not the Valet, not me, & the Valet is very apologetic "I'm really sorry Tony, but it's the Rule, you have to have the salad".
"I'm sorry, but I don't want the salad, but I'm not here to make trouble, just leave it here, & I won't ever have a meal here again".
"Would you like to speak to the Chef, Tony, he's the one that said you have to have it?
"Yes please".
5 minutes later, table is agog with this now, Chef arrives. WE shake hands, smiles all round.
"What's the problem?" he says, politely.
I explain.
He replied "sorry Mate, but them's the new rules, you HAVE to have the salad".
"With respect", I respond, "I don't HAVE to have anything".
"Yes you do".
We argue, politely, the problem here - it's not as if I want something that costs time to do. I just want that they do not put a spoonful of salad on the plate.
"Sorry Mate, Managements Orders, would you like to speak to Management about it?"
"What? You telling me that Management told you, that Diners are OBLIGED to have the side salad whether they like it or not? Supposing I was medically allergic to Salad?"
Not my problem Mate, it's Managements orders".
"OK, please let them know I'd like to discuss this".
10 minutes later., Chef returns."Management have decided that in future, you do not have to have the salad".
"Thank you very much, please pass on my thanks to them, too". (Whole table collapses in mirth).
Now, I must emphasise, the whole debate was held politely, voices were never raised, it was all please & thank you stuff.
It's truly an astonishing story, but there is a serious side, becuse I understand - better than most I venture to suggest - "Customer Care", it is THE most valuable tool in the armoury of attracting customers to any business.
And this is my concern. Numbers have collapsed at Gala Notts, & that saddens me enormously, as I really love the place, & have done, in my opinion, as much as anyone to large it up. When they have a problem, in the past, they have rung me at home & asked me to come & discuss it with them, & I have done so at my cost entirely. Sadly, I have attracted a few enemies down there because of my views. But I can live with that, if certain idividuals can't discus matters like grown-ups, thats their problem, not mine, & they can mke anonymous attacks on me all day & night (as they have) if they want.
But lets try & look at Gala, & the effort they are making. New plasma screen & computerised buy-in & rebuy technology, the tables all have numbers, Olga is simply wonderful, they really ARE trying hrd to get the punters back, & I hope they succeed.
I get texts from them weekly now "attend x times in July, & we will give you, FREE, an i-Pod".
So yes, these guys ARE trying to get punters back, & they ARE making an effort. I truly hope they succeed.
And so THIS is the scenario that my rather weird & twisted mind is trying to picture, & which has puzzled & amused me these last 6 days. (I have been away a few days, & off-Forum).
Imagine the Management Meeting at Gala Notts.
"OK Guys, numbers are not good, much less than they used to be, we must get them back. We have introduced expensive computer controlled buy-ins, Plasma Screen technology, we offered free i-Pods just for turning up, everyone adores Olga, all good stuff, this should work. Anyone got any other bright ideas?"
"Yes, I've got an idea. Why dont we say that if you order a meal, you MUST have what it says on the Menu, whether you like it or not, take it or leave it. That should bring them flocking in".
"GREAT IDEA".
There you go. Apologies for my lengthy post, but this whole thing is so, so sad. I love the place, (& the plaice....) & the people, & unless/until they ban me (what price that?) I will always want to go down there, & I will always large them up whenever I can, on TV, on blonde, & in mags & stuff.
But really!
I gotta emphasise that the Staff were all terrific, polite & "warm", & I had a great evening & hope to have many more.
But you'd need to be pretty mindless not to find this episode somewhat bizarre! If circumstances permit, I and many others will patronise DtD whan it opens, AND Gala Notts. There is room for them both, & I hope they both thrive & prosper. I needed to add that because various anonymous persons (though we chatted on Thursday....) have suggested I want DtD to succeed at Gala's expense. I don't - there is room for both.
Ending on a serious note, it shows that if we complain & lobby politely, we CAN change things. Kudos to Gala for listening, & changing something that was plainly wrong.
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