Last weekend I visited my 86-year old father at his home in Georgia. We decided to go to dinner at a Texas Roadhouse, a national restaurant chain.
Here’s what I liked about the experience.
- The chain uses “preferred seating” which allows you to call one hour ahead and reserve a table. We waited less than five minutes to be seated on a very busy Saturday night.
- I no longer eat as many steaks as I used to, so the New York Strip I ordered was a special treat. It was cooked to perfection. It is easily the best steak I’ve had in a long time and better than many I’ve had at more expensive steak restaurants.
- The waitress was busy yet attentive and friendly. She listened to our needs (except for one outlined below).
- The food was reasonably priced.
- The conversation was great. We went with a couple who are close friends. Since it was my first trip in about 3 months, we had a lot of catching up to do.
Here’s what marred the experience:
As I mentioned, the place was extremely busy. While the food, service, atmosphere, and conversation were great, the busboys failed to do their job. There was a lot of spilled food on the floor next to our booth. So much in fact, that it was unpleasant to look at and hard to miss. When I pointed it out to the waitress, she said something about the busboy failing to do his job.
I’m trying to decide where my family should take me for my Father’s Day dinner. Every time I remember my pleasant experience at Texas Roadhouse, the image of all that spilled food overrides it.
Think about your favorite music group. All it takes is one member failing to hit the right key to ruin the entire song. Same thing here with the busboy. He failed to do his job and the customer experience was marred.
I have been a manage in retail and I recall being dead on my feet after putting in days of work without end. Nevertheless, the entire crew has to be supervised and motivated to play their roles in a flawless manner.
The waitress should have arranged for the mess to be cleaned up as rapidly as possible regardless of how busy they were. The mess was clearly visible to the patrons at three tables.
Had the floor been clean I would have been raving about the experience. Now, as you can see, I have mixed emotions. Don’t let this happen in your place of business.
Follow me on Twitter. I’m txglennross.