Tag Archives: service

Good Old Fashioned Service..

A few weeks ago mm and I had dinner at The Mixing Pot – an Italian bistro in Glebe. You know the type of place – waiters who treat you very well, a classic Italian menu, amazing quality, lots of lovely attention to detail. Not the sort of place that gets a lot of attention or press in “what’s hot” lists, but a place where there is a lot of loyalty and love. 

We got there at about 9pm, and it was packed. No problem! We have a table! Some Australian-Italian chatter with the waiter. Food arrived quickly with a flourish. Laughter and apologies about a mislaid salad. Shared tirumasu that made me cry. And a shot of house limoncello at the end to top the meal off.  I don’t know how else to describe it – I was charmed!  And with the bill arrived a little survey about the service and food etc. Being the surveyaddict I am I dutifully filled it in.  I’ve since found out this place is a bit of a gem; been on the scene for a long time.  Has a very good reputation etc.  And on the weekend I received in my inbox a sweet email from the Mixing Pot with the subject “welcome”.  They said how appreciative they were for the feedback, and I am now considered a “preferred guest”. And to say thank you when I book my next table there I will receive a complimentary bottle of wine (and not a crap bottle, a relatively good one).  I see this is a service that is driven by an outside supplier (impact data), but it was personal and sweet and although delivered via email, felt kind of hand-done and low-tech…it only worked because my experience at the restaurant itself was so great. If I had had a shit time, and the food was nasty then the email would have just served to remind me of how rubbish the whole evening was. But irrationally I imagine the nice man who served us doing up that email himself.

The more I look into the Impact Data site I see it’s not just sweet service, but simply hard-nosed business…make a connection with me, offer me something to come again, and probably in the future offer something more to refer a friend. But it really hammers home that it only works for places like the Melting Pot because they provide something that I want to tell people about – I’ve only been there once, but I love the place.  We only had a quick dinner, but I’m looking forwardto eating there again.  We only ordered one course and shared a desert, but the sweet, professional waiters treated us like we were just as important as the people who ordered three.  I’ve told so many people about it since we’ve been. 

A few months ago I posted my fear of word of mouth killing something that was dear to me, and its lack of “scalability”.  Is Mixing Pot scalable? Yeah, absolutely! I reckon those sharp Italian guys have that all wrapped up.

(oh, and I recommend the Linguine con Gamberi, Cape-Sante E Rucola…mm had the Spaghetti alla Chioggiotta – Spaghetti with fresh Cuttle fish & Calamari in squid ink sauce – but the squid ink gave him an eerie resemblence to Danny Devito as The Penguin…)

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A tale of two hotels

Last month I was doing a bit of work over in the states and managed to jam in some fun time with mm in New York and San Fransisco on the weekends in between the project stuff. I met mm first at The Hudson on West 58th Street. I was prepared for the size (or so I thought) by a text message from mm telling me my closet at home was bigger than the room.  I had stayed in NY loads of times – I knew all about the pokey, expensive rooms, but the last few times visiting I had stayed at The Dream Hotel which was small but really comfortable – and apart from a strange night of screaming teenagers in the corridor during one stay it is generally pretty good.  But the Hudson was something else…it wasn’t actually the room that really bugged me. It was the mood of the hotel.  I never felt comfortable there.

I’m not a dag, and I’ve stayed at some pretty cool places around the world, but this place took the cake for attitude.  Sloppy front desk service, security guards who acted (grunted) like they were on human growth hormones, and a night desk clerk with the worst service ethos I have ever experienced.  If Russel Crowe was stuffed around at the Mercer in the same way that I was by said security guard and night desk clerk as I did one night at the Hudson, then I understand why he hurled the phone.  The room and its lack of facilities (no fridge, a joke of a desk) really was just the icing on the cake.

So the following weekend when I met mm at The Clift (part of the same chain – or should I say – group as The Hudson) I didn’t really have high expectations. “Oh well”, we mused, “We don’t spend much time in the room anyhow…”

 Room At The Clift

But this room rocked. This hotel rocked.  I arrived to find mm having a cocktail in a dramatic but inviting foyer after my flight was delayed and my luggage lost.  After a swift and seamless check in I joined him and got served really fast by a great waitress.  We had a few very soothing drinks, then went up to check out the room (which was substabntially cheaper than the Hudson!) and it was huge! Big soft bed, i-pod docking station, full mini-bar, big bathroom, robes.  Lovely!

So, a tale of two hotels and two cities. The Hudson – trying too hard to be too edgy, with staff who are equally “too kool for skool” in a city that I actually find the opposite. I love NYC complelety – the service you get in bars and restaurants is normally second to none, the people are generally friendly, and while there is a NY attitude, it’s not rude and arrogant.  While at The Clift – possibly one of the coolest places to stay in SF – the whole vibe is warm, inviting and comfortable.  And both from the same chain.

At the Lift of The Clift

How can they be so different? Maybe the Hudson has high enough occupancy rates that it doesn’t need to worry about actually making guests feel welcome.  But surely the Morgan Group has a consistent level of service and staff training – indeed – a service style.  While each is branded seperately they still are part of the same parent brand, and any great service brand needs an ownable and recognisable service style. 

So, next time I’m in NYC I won’t be heading back to the Hudson.  It sucked.  But I would stay at The Clift again in a heart beat.

(One of the best places I’ve actually ever stayed in NYC was the Pod Hotel but it’s great rates guarantee it very hard to get in – you have to book well in advance.

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