I thought that I would share my recent dining experience with you...\r
In mid October 2010, a seemingly normal family celebration turned into a nightmare experience at the trendy Santa Monica, CA restaurant, La Vecchia Cucina. In the last 2 1/2 years, many restaurants have gone out of business due to a lack of customer demand as a result of the recession. In response, the restaurants that do remain are the ones that make sure that their customers know that the restaurant appreciates them and only survives because of their repeated patronage. The attitude of La Vecchia Cucina demonstrates that the restaurant’s customers should feel privileged to dine there, and this could ultimately lead to its financial downfall.\r
This was illustrated when a daughter visiting from New York decided to take her mother to a nice local restaurant to celebrate her mother's birthday. A routine Google search listed La Vecchia Cucina as a top candidate for the birthday dinner. The restaurant accepted a same-day reservation and was notified at the time that it was a special occasion. Upon arriving on time for dinner, the mother and daughter were told by the hostess that a table was being prepared especially for them. Thereafter, they were ignored for over 15 minutes while other people coming into the restaurant were seated immediately. The hostess finally escorted them to a table where they began reviewing the menus. \r
Several minutes later, the same hostess abruptly interrupted them by insisting that they relocate to another table, stating that the existing table was specifically reserved for someone special. The daughter complained that the second table was next to the noisy kitchen area, overcrowded by waiters and engulfed by food smells, and that they preferred not to move to that table. The hostess again demanded that they had to relocate immediately. Seeing that her mother was already upset, the daughter begrudgingly decided not to create a scene during the until-now happy birthday celebration, and decided to move to the new table. Although the service and food were satisfactory, the mother and daughter were never approached with any apology or consideration for being treated in such an insulting manner. A couple of days later, the daughter contacted the restaurant owners via e-mail to notify them of the poor dining experience and the owners did not bother to respond; thus, emphasizing the fact that the restaurant apparently feels that their customers' satisfaction and overall dining experience is simply not important to them. Moreover, it is clear that they are reinforcing the fact that only special people are welcome there and all others will be treated in an unprofessional and disrespectful manner. \r
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