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Horrible Customer Experience over a Simple Potato
A few weeks ago, I went to Jake's Good Eats for lunch since I live only 3 miles from the restaurant. I had a wonderful experience and was impressed by the food. I chatted with Jean Stegall, Jake and Gordon's mother, and vowed that I bring my husband back for dinner one evening. So, Wednesday, September 22, we had the opportunity to go for dinner about 7:30 pm. By luck, the same pleasant waitress who had served me the first time waited on us. My husband ordered the $18 salmon served with a potato cake and I ordered a special $25 plate and asked that my mashed potatoes be substituted for a potato cake also. We ordered an appetizer and waited. After nearly 30 minutes, Jaime Stegall (not our waitress) arrived at our table with our meals and immediately began saying that he (I'm assuming Jake) told her he couldn't "sub" the mashed potatoes with a potato cake because he only had 4 in the kitchen and it was "just a potato" and it was "my prerogative" to eat it or not, I said I would have preferred to know that they couldn't substitute what I had asked for BEFORE they brought it to the table so I would have an opportunity to order something else if I decided. Jamie launched into her speiel again that "it's just a potato, it's just a potato." I said put the plate down. Still standing there and holding the plates that I had asked her to put on the table, she said again "it's just a potato, it's just a potato." I said again "Put the plate down." Jaime said "this it our place and we don't have to put up with this." I said again, "put the plate down." Instead, she again started her "it's just a potato." I asked my husband if she was ever going to stop talking and put the plates on the table. He said with her attitude, let's go.
So, by not giving me the respect that a customer deserves of telling me up front that they couldn't substitute something BEFORE they fixed my meal and Jaime's extremely poor customer service skills and attitude ("this is our place and we don't have to put up with that" although she never said what "that" was, I'm assuming it was my not saying it was OK to treat me like she did), Jake's not only lost the 50 dollars that night (remember 2 dinners, appetizer and drinks), they lost customers who typically eat out and 2-3 times a week. If you extrapolate that out, for one month that's $500-600 in one month. Plus what they gained is someone locally who will definitely tell anyone who wants to listen, what a horrible experience we had over a 10 cent potato near the end of the evening when I doubt they would serve the last 3 potato cakes with salmon. Not very good business. You decide if you want to eat somewhere that has such an attitude toward its customers.
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