Mea Culpa
Folks, this is sort of a difficult thing for me to say but, I’ll do my best. When we took over Tamarack in ’07 we did so with a certain amount of arrogance & lack of knowledge. We were ‘deaf’ & we ‘knew better’. In my defense (& this is the ONLY defense I have) I bowed to my brother who “has experience running a restaurant’. It was against my better judgement but ultimately, my name is on the dotted line and I am the one who is responsible & I answer to you….
Thru a series of events that are too difficult to explain here, everything fell into my lap in the winter of ’09. For lack of other guidance I turned here, I read all the criticism’s and suggestions and complaints. Believe me, I took them seriously & I learned a lot! Many (most) I agreed with . Slow service, high prices, small portions.
Tracy, our manager, my wife & I spent the winter of ’09 redesigning our line to speed up & improve service. We redesigned the menu; we lowered our prices and increased the portions. We hired more experienced staff. In ’10 we began a face lift that will continue…
Now during the course of the day when I check with customers to see if they’re happy, 99% of the time I get an enthusiastic response. If I don’t get that response, I address it immediately and make it right. When I hear (or read) a response like Phantom or Railroad, I take it to heart and I address it with my staff (& myself).
If a cook has a bad day or is in a rush etc, that’s no excuse. If you pay for a good meal then that is exactly what you should get & no less!
Siksukr, yes, I’ve said it in the past & I said it yesterday & I’ll say it again. Simply because I’m committed to it. Not every meal will be perfect but if I’m aware of ANY shortcomings I WILL make it right.
This is my ‘Mea Culpa’. Anything I read here will be taken seriously and be used to help win back your support and patronage.
Sincerely,
Jim Clayton
Tamarack
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