October 2022

This has to go on record as the worst October to date. We have joined some of our colleagues in having been vandalized/robbed this month. It’s quite an unsettling feeling, this. Thankfully, no one was in the space at the time and ‘things’ are replaceable. Insurance serves its purpose. I have to wonder how hard up someone is to behave this way?

That said; it’s violating. No two ways about it. This city needs help. It needs a plan to move forward without so much violence, houselessness and hardship. Last month I had a guest get hit with a rock as she was getting out of her Uber; thrown by a man who had been living on the corner, creating havoc and garbage. He clearly had mental health issues. This was not our fault, of course, but I was pained that her memory of dining here will be entangled with that experience. The following week I saw all sorts of folks who were in full on mental health crisis, wandering the streets. I am not certain what the solution is?

I just want to thank my crew and our guests for all the kindness and for always rising to the challenges. I am grateful. And that’s good enough for now.

see previous post...("how to be a good guest")

A friend just wrote to me “lack of communication is the downfall of our society.”

If I charge a no show fee, it’s precisely because of this…we are not here to make an extra $100 per person for no shows /cancellations. In fact, I receive gracious emails and phone calls all the time regarding the policy. Quite simply…I rarely need to use this function. When guests no show, or hang up on me when I call to see if they are en route, or cancel in a time frame where we cannot rebook the empty seats then it becomes a problem.

This morning I arrived to an irate voicemail, screaming “who do you people think you are charging me $200 for a reservation I didn’t even MAKE?! I’m gonna get that money back one way or another.”

PSA: The best way to do that is probably to act like an adult and not a child having an unhinged temper tantrum. ‘Hey, can someone call me back regarding this’ works just fine. Use your words, sir.

Your refund has been initiated. And I hope your day gets better from here on out…

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…