how to be a good guest

Please make note: bad behavior is not necessary. I have a log where I keep particularly troublesome stories from my 35+years in the service industry. What I notice lately is that the pandemic ‘period of empathy’ for restaurants is over. Folks post snarky reviews on social media…fake accounts in tandem with their real accounts; the fake ones being where they really let loose embellishing false details, etc. I can’t help or change these types of people. And thankfully they are few. But, by and large, there are more now than I have experienced before in this industry. Here, now, is an excerpt from my log…possibly a book someday? You tell me…

I like my job. I own and manage a busy restaurant with a very hardworking staff, both front and back of the house. When I say manage, I mean answer the phone, book reservations, contract all the special events, act as host/HR, run plates and execute payroll, tips, ordering, schedule, etc. While this is not often the normal protocol for a GM, it does afford me a very unique perspective. I have developed amazing relationships with guests who appreciate what we do. I would say 95% are very happy and enjoy coming back whether it’s once a year or several times a month. It’s the other 5% that puzzle you.

In the end everyone has an opinion and they are absolutely entitled to their opinion.

Read and understand:

*we in the hospitality industry spend most of our time taking care of others needs

*we all have bad days and are not perfect

*yes, there are two sides to every story

However, if you want something from someone, it’s generally best not to be a terrible person. It’s always better to be a Good Guest.

satisfaction guaranteed?

Last month, I had a woman call me and provide some feedback. She told me “she didn’t think it was good.” She was pleasant enough though a bit timid in her comments. I asked for a bit more detail if she didn’t mind terribly? It seemed that she enjoyed the service very much, but felt the value was not there for her. I asked about the food, to which she replied that her first course was very salty for her taste. When the server checked in she said nothing about salt level, etc. (We could have easily remade this item for her, adjusted the salt level moving forward and she might have been happier.) She told me she doesn’t like to complain and dislikes confrontation…to which I responded that honest feedback is not confrontational. It’s actually appreciated. It’s much easier to fix something in the moment. She also explained that she did not care for her dessert…(we provided her with the cheese course instead once she shared with her server it was not for her; she said the cheese was very tasty.) All in all it was good discussion and we came to an arrangement that made her more comfortable.

I want to take a moment to share and to tell you what I told her…we want you to leave happy. Not dissatisfied. When a server checks in after the first few bites, please be honest with your response. We are very grateful in that we have very few complaints; we try to make every guest happy every single visit. We write a new menu every week and sometimes an item might not be to your liking, or may present a bit different than what you expected. And it’s okay to say something, respectfully and graciously. We’ll do our best to fix it!

changes to accommodations

Hi friends! Please know this: if you take a booking that may seem a little later or earlier that you would normally enjoy…put a note in the reservation. We live in uncertain times; we are always willing to make adjustments when we can.

I am noticing a trend lately where folks confirm 8:30 and 8:45 bookings and then (sometimes) cancel at the last minute. If I know you want earlier/later and I can make it happen I will certainly let you know! We order and staff appropriately to provide the best experience we can, on the level that we are known for…please plan ahead as best you can!

With much gratitude from all of us at Copine.

staying afloat...

Running a restaurant in current conditions presents new daily challenges. Yesterday, we had no internet or telephone service for most of the day. No access to reservation system, no text messaging capabilities, etc. On the heels of that, we had a substitute delivery driver that was sort of thrown to the wolves as far as what to do. The poor guy showed up 6 hours late with all the produce we needed for the day’s prep; and at that point we had let the cooks go home.

Last week, I had some folks that were late, told me they would arrive in 15 minutes and when I called back 30 minutes later said “we are almost there.” In all, they were an hour late and somewhat annoyed that I asked to see proof of vaccination upon arrival. But…we made it work.

Communication is key. We do our best to get you the information you need and so appreciate when you do the same. Since re-opening in July our base costs for product have increased 20%. This is the reality for most restaurants right now. We are so grateful to be here and we truly have the most supportive guests. Know that we remain dedicated to creating a great experience for you, no matter what the day brings.

schedule changes...

Just a quick note…

Copine will be closed March 31st, April 1st and April 2nd. A little refresh and time set aside for personal business are what’s ahead. Thanks for your support as we continue to ask for vaccination proof for a bit longer. We will be resuming Sunday Takeaway on April 10th…(that menu will go online for pre-order on Sunday the 3rd.)

We are excited to host Nine Tale’s Hyun Kim for a pop-up this month! Sunday, March 20th she will be serving her modern Korean Cuisine in our dining room. Hyun has been in our orbit since Book Bindery days; we are so pleased to present this event.

Thank you, everyone! Be well and we’ll see you soon!

pay it forward...

Gratitude is a daily ritual at this point. I have to give it up to the universe for the metaphorical sunshine following the cold, dark months we have endured as an industry. As we come out of this pandemic, we continue to push and improve. We have (finally) begun to add to our culinary team…and this is no small feat. The choices are more limited these days; sometimes folks don’t show up for the initial interview and sometimes the timing is not right, despite the pull they may feel towards our property. We have seen the departure of some negativity in the Seattle culinary world. And we have a blank canvas of opportunity ahead.

The fog is lifting. In the coming months, we will explore a Sunday service now and again; maybe quarterly, maybe monthly? We will keep the smaller floor plan for everyone’s comfort and stick to our schedule of Thursday-Saturday service. And we will just “be” with this new reality post-covid (with any luck.) We continue laying groundwork for the leaders to come. Those that take what works and build on it; because the best way to create lasting change is to focus and to pay it forward…

day in the life

Day starts around 5:15 am, typically: dogs wanting to go out and then be fed. Meditation and coffee = something I embrace. Quiet. After showers, the quick commute to work (stops along the way at Chef’s Store, Office Depot, Ballard Market) arrival around 8:30 am. Get things going…equipment on, stocks, check messages, receive deliveries, put away produce, re-situate tables. Shaun begins his prep list. Prep for Takeaway, Amuse, Foie, Dessert. Bar Menu. Floor plan for the evening. IG posts? Tip reconciliation, payroll, daily log, hours double checked, scheduling. Is our team healthy? Is everyone taking care of themselves?

Shaun deep in his list by 10:00 am. Kitchen crew arrives. What’s next…go go go. Brain moving a million miles a minute. What is next week’s menu? What’s on the back burner for Table 22 subscription this month? What is Jill asking me to do for Takeaway next Sunday? Will we find a qualified Sous Chef this quarter? No time to eat…just coffee. Maybe finish a smoothie made at home before we started the day? Feeling in his body: I am not in my 20’s anymore, with endless energy.

Go go go. Covid drop in covers. Emails. Business forecast for next week. Water heater frozen? Is there product available? FOH arrives. Pre-shift/family meal at 4:15. Food allergies. Service. Plates, dishes, glassware. Food allergies. Have I asked if my team needs anything too many times?

This is the moment I am able to see the big picture: these people we care about so sincerely…moving in tandem and making this place work. Beautiful.

Mentor. Encourage. Support.

Break it down. Clean it up. Head home 11:00 pm or so. Maybe a quick (healthy?) bite. Lather, rinse, reflect. Repeat.

Don’t ever take anything for granted. That’s the lesson. That’s the challenge. That’s the dream.

2022

As I write this, I think about the way I felt one year ago. We have all had our struggles. We have all known and faced a certain set of circumstances since then, in whatever way it has manifested.

I hope that as we move into a new year we can also reach for a new level of patience and respect for ourselves and each other. The world is so full of darkness and criticism it can be too much most days. I see broken out windows of small businesses, houseless people, human injustice and those walking the streets in need of serious help.

And, mixed with these pretty severe issues, I also see social media platforms where people berate those in the service industry over he said she said scenarios. I hope that those on the receiving end are breathing deeply and doing whatever work needs to be done; within reason. I have touched on this before but ‘If you don’t have something nice to say’ etc.

If I don’t see the value in something…I just don’t return. As an owner, I try to think about what someone else may have gone through that day, month or year to make them act a certain way. And I take stock in what is important and throw out the rest. You can’t please everyone all the time. But you can certainly be the bigger person.