Before we had our kids several years ago, we ate out frequently, treating ourselves to fine dining whenever we could afford it. Melisse in Santa Monica was our favorite. At the time, rated tops in L.A. for food and restaurant customer service.
We were living in Sherman Oaks when they were born. And as they grew old enough to sit in highchairs we started eating out again. But we noticed a different vibe now… the wait-staff being slightly impatient with us on occasion. Other patrons too, would sometimes throw us dirty looks. “Are they really saying, we shouldn’t be here”? We tried our best, but the floor beneath the highchairs did get cluttered as we sat there. And one of the kids might smear ketchup or jelly on his face…but c’mon, they’re kids! It wasn’t that bad. (Didn’t your restaurant customer service training at least hint at being nice to “all” your customers? Did you ever open a customer service book?)
It had been a while since we’d dined at Melisse, and I wondered about their policy on bringing in 2 toddlers. But to my surprise they were fine with it, and I made the reservation.
When we arrived, I expected to be seated in the far reaches of the dining area where no one would notice us. But to my surprise the host placed us at the very front table. It was situated in such a way that every patron entering had to pass right by us.
There we were in what many considered the best restaurant in all of L.A. with 2 toddlers in highchairs greeting every customer that came in. One after another of them taken aback, many smiling broadly, some even making “gaga” faces as Madelaine and Max waved at them.
What we feared might be a little embarrassing turned out to very pleasant. No dirty looks. Quite the opposite. Sure, there was food beneath the make-shift highchairs. But the kids were well-behaved and happy tasting foie gras, and duck confit… something, I’m sorry to say, they would grow out of later. I imagine there wasn’t much about toddlers included in in their restaurant customer service training. But they went out of their way to ensure we (and the kids) were happy and seemed to have a good time doing so.
Just before we left, it struck me that the manager had decided to use our family as a promotion, saying “Who says you can’t bring the kids out to fine dining”?
And if that was what he was thinking, judging from the other patrons, I’d say he made an excellent decision; and very smart restaurant customer service!
The Little Customer Service Book
A Common Sense Guide to Helping People
Recommended Links:
https://thelittlecustomerservicebook.com/2023/05/21/a-tale-of-customer-service-in-two-cities/
https://thelittlecustomerservicebook.com/2023/01/02/service-standards-at-a-steakhouse/
