Hi, this is Rob, from Cafe Tamra.
I feel I need to step in, here. However, I shall do so only as there are a few points being made by the original poster which I find disingenuous. The ellipses in the OPs breakdown of our discussion are doing a lot of work on behalf of the reader, and there has also been no mention above of the intent to publish our discourse.
I didn't wish to post our full interaction, but I feel that due to the OP not, in fact, presenting me verbatim that I must.
Oh, and there was apple in the porridge. We checked our CCTV.
I have replaced the poster's name with OP. Apologies for the formatting - loss of paragraphs...
-----
OP
Good morning,
I'm writing to offer feedback on the service at your establishment. I've always been a fan of Tamara and what happened this morning was simply astonishing and I am gobsmacked. I could not possibly let this go by without comment. I sat down outside, I ordered tea, and then had a look at the menu. I selected something then noticed there was no sugar on my table, or on any other table outside. This is a minor fault, which pales in comparison to what came next, which was a series of escalating and unpleasant encounters that left me vowing never to return to Tamra again. The waitress -- Beata, as I later learned -- passed my table on the way to serve another customer. I waited while she did so, then when she was passing back by my table, I asked her for sugar. I should add I phrased this as politely as humanly possible. It just so happens, at the same time, another table raised a voice with a request. She made an irritated show of stopping between our two tables, giving us both nasty looks, like children who've spilt their milk on purpose, then threw up her hands in a show of disgust with the very universe. I was taken aback by this vulgar display, to say the least, so I encouraged her to tend to the other table. I thought this might mollify her and she might even return with a smile. No such luck. She returned with a palpable puss on, and gave me a pointed, nasty look. "Could I have sugar?" I repeated, again as politely as possible. The sugar was silently, wordlessly brought to my table and plonked down without a word. No other table was offered sugar. This would have been bad enough, but this was only Beata's opening act. I made the mistake of ordering, when, at this point, I really should have left. I ordered porridge with apple and pecans. I have ordered this dish before. When it arrived, I started to stir the pot, (no pun intended) and discovered no apple. I was loathe to re-engage with Beata again, but queried, in case I'd got it wrong, "is this with ....apple?" Yes, she shrugged, as if importuned by my question. There is Apple in it. I think ---- there isn't. She made an amazing show of being thoroughly put out, clucking, glaring, snorting, and took the dish back into the kitchen. I was made to feel absolutely rubbish and besides being convinced that I was on the receiving end of truly terrible service, part of me was by now so astonished by the situation that I was willing to let it play out, in a state of sheer disbelief. She brought it back minutes later. There is Apple. She plonked it down in front of me. But there isn't. I protested. I've gone through it. I asked the girl in the kitchen. There is Apple. It's just under, she gestured, uselessly. No, I insisted, there isn't. There were two tiny bits of Apple, corners from a paring knife, barely enough to constitute a bite if swallowed together. Beata sighed, in her best impression of an East German border guard, or the people who played them on satires while I was growing up, on American television. I will bring you some. She offered, with ill will, begrudgingly. I will put it on the side. No, I insisted. That defeats the purpose. Then it will be cold. It was cold already. She made the most vivid, astonishing show of irritation, then bore the plate away with the most hostile and nasty vibe I have ever witnessed a server summon. At this point, I literally laughed out loud. This performance would have been funny, but I was astonished that someone this unprofessional and discourteous and frankly just hostile was working anywhere at all. So after a moment passed, for me and the assembled diners to take in what had occurred, and Beata deigned to reappear, I told her, "don't bother. I'll just take the bill." She sighed, again, theatrically. I should add in an American restaurant this is by now a performance worthy of YouTube. I plan on posting all of the foregoing to Nappy Valley.net because I can't imagine I'm the only one she's treated this way. She brought the bill, plonked it down on the table, rudely and left. I gathered my things and went inside to pay because she hadn't stayed to give me the chance to pay. You realize, I told her, when you treat people this way, the problem is, they just want to leave. She glared at me. I paid. She started talking about the porridge. You started complaining even before you checked, she argued with me. I didn't. Actually. I checked. And there was no Apple. Barely any. Yes, you started complaining, even before you checked, she repeated. This is -- perhaps not to an English person, but certainly to an American one -- absolutely not done. You do not argue with your customer. It is totally counterproductive. All it does, is make things worse. From a purely practical standpoint, it accomplishes nothing except to inflame a situation that is already bitter and broken down. You've already lost a customer. Now, what you'll get, is bad publicity as well. Plus, she was lying. Flat out lying. The problem isn't the porridge. I emphasised. The problem is your attitude. When you're rude to your customers, then they just don't want to stay. I was not rude to you, she maintained, in a state of mendacity that would make even a compulsive liar blush. You're rude to everybody, I stated, and left. This was an incident played out in front of the entire restaurant, and all your other clients. Beata is unprofessional and rude to everybody. She is nasty and hostile. I can't believe that you employ someone with this attitude towards your own clients. I will speak to the owners and the managers, I said, on my way out. Throughout this time, I never once raised my voice. Not once. Oh, yeah? She countered. I am the manager. Then I'll speak to the owner, I stated. And I will put this all up in a post. Fine, she sighed, to bored to be bothered to do anything but pretend I wasn't standing there. This is abysmal service. I will *never* eat at Tamra again and I will post this little nasty encounter for all to read on Nappy Valley .net as a sanity check. I would recommend - just by the by -- that you fire Beata. That will be a bonus but I'm afraid the damage has been done and there is simply no way not to publicise this encounter. It's too remarkable to remain unpublicised.
Good luck in the future,
Cafe Tamra
OP, firstly, thanks for getting in touch here, rather than going directly to Nappy Valley, or anywhere else. We shall discuss this with Beata prior to giving you a full response, as it would be unfair of us (the owners) on Beata not to do so. It is not that I doubt anything that you have (actually quite beautifully) written, but more that we have received complaints in the past which have turned out to be completely unfounded and, in fact, fully fabricated in order to hurt one of our employees. Since that time we have put together a process we go through when we receive such complaints to ensure that we don't get caught out again. The time you have taken to respond, and the comprehensive nature of that response speaks to the depth of feeling you have for this matter, and so please be assured that we shall deal with it quickly and with all seriousness. You leave me with no doubts that you intend to post your complaint to the internet at large, and that is your prerogative. However, I would ask that you consider the damage to our business and livelihood that it may incur, when your complaint is mainly (and it seems solely) focussed on one member of our staff. So, if I can ask that you hold off from doing so until we have had the opportunity to address this with both you, and our staff. Should you require a "sanity check" in the mean time, then I could suggest that a search through Nappy Valley or similar, and Tripadvisor, would show that we do not have these incidents very often at all, and certainly we do not regularly upset our customers in this way. We did have a spate of bad reviews from 'accomplices' of a staff member we had to let go a while back, but otherwise things have been very positive. One comment I would have (and this is not in defence of any untoward behaviour) is that the service industry is not quite the same in the UK and the US and in some cases that customer simply isn't "always right", as, for example, the chef understands which foods just will not go together, or cannot be kept apart (sourdough toast and the way steam from scrambled eggs makes it chewy comes to mind - so we won't do that) but "is there apple in my porridge, yes or no?" should be pretty straight forwards. I'll leave it there, as we need to go and deal with this matter as soon as we can (and we are not at the cafe right now) and ask you not write off Cafe Tamra (and the hard work we have put into building up the food and other offerings) based on the actions of one employee. We are aware that there are an increasing number of North Americans arriving in Battersea and Wandsworth, and we hope to provide a welcoming and relaxed environment for them, as for all our customers, and adapt where we can to perhaps give them a little piece of home on Nortcote Road. Finally, if it wasn't our business, I'd find this funny, too. It brought to mind Monty Python, and a little bit of 'Allo 'Allo. Regards, Rob.
Sent by Rob Macfarlane
OP
I think the main difference between our two sides of the Atlantic is that we just don't pretend not to notice bad service. It's not subtle, and it's not even really supposed to be. It's in your face, it's like a slap, and it's always humiliating and just unwarranted. It spoils a good time. I can't believe that no one else has complained.
Cafe Tamra
Yes, I agree with that synopsis. We are trans Atlantic, also, so we do understand. Another difference is tipping, of course, but we are digressing. Let us get back to you.
Sent by Rob Macfarlane
OP
Thanks.
Cafe Tamra
OP, we have finally had some time to sit down with Beata and go through with her the interaction you had that day, during your visit to Cafe Tamra. Beata remembers the encounter well, and we have balanced both sides of this as best we can. Of course, we have no objective way to balance both your recollections and those of Beata and so must weight them according to what we know of Beata, and our experience over years in the industry. We must employ some judgement, here, and consider both the needs of our clients, and the needs of our business. Having discussed with Beata, the episode appears to have progressed as follows: Beata came outside to take your order, and asked if you would like some food, you said that you would, but first would like some tea. Beata brought you the tea, and then went to serve another table next to you, outside. As she was interacting with this table, she says that you began to gesticulate in the air to attract her attention away from the table she was serving. She apologised to the table, and came over to you, at which point you asked for some sugar, which Beata brought to you. She says that she was not aware of just plonking it down in front of you. I would concede, however that sugar should already have been on the table, and also that as a Pole Beata can come across as rather brusque to those of us from further west. At the same time, if she was hurried, she may just have popped it down with gesture of "here you go" and not too much else. However, as brusque as she may sometimes appear, Beata is very professional, and not impolite. At the same time as taking the sugar to your table, Beata took your order for a bowl of porridge with apple. Beata returned and placed the porridge on your table. At that point the table behind you gestured Beata over in order to pay their bill. As she went to do that, you called her over and she returned to you, at which point you told her that there was no apple in your porridge. The discussion on apple in the porridge - yes/no then took place as you've laid out - although Beata denies the clucking and gesticulation which you emphasise. At this point, Beata offered you a side of apple, which you declined as you noted that the apple would be cold and not so palatable with the porridge. You were then offered a fresh bowl of porridge with extra apple, so that they would be warmed by the porridge, in situ. This you accepted. Beata then went back into the cafe, and passed the new order to the kitchen. [It's worth noting that I have just (anonymously) ordered and eaten a portion of our porridge with apple. I have not had this dish previously. I focussed on the apple quotient in the bowl, and at first I thought there wasn't any in there; I had expected slices to be sat on top. The apple was cut into chunks about the size of a quartered grape, and were distributed throughout the dish. The apple pieces were skinless, and so a bit tougher to spot. I experimented with dipping the spoon into the bowl at different spots, and was always rewarded with a piece of apple. The pecans were a nice, surprising, touch. Once finished, I dropped into the kitchen to ask them about the dish and how much apple is in there. To my surprise I was told "more than yesterday", as Beata had instructed the kitchen to increase the quantity. Unfortunately this means my blind testing was for nought, but your complaint had an immediate effect on how we serve the dish and there's now 50% more apple. So, there I think you had a valid concern. I asked the kitchen what the thinking is for having the apple cut small and mixed through, rather than on top of the porridge, and the reason is to heat the apple, and ensure the flavour and pieces are all through the dish.] Before the new bowl of porridge had arrived at your table, you went into the cafe and cancelled your order, stating to Beata that she had been rude, and expressing your dissatisfaction. At this point you then left the cafe, to return shortly afterwards and ask for Beata's name, and to make your complaint to the management, and that being Beata, to the owners. Once you had departed the cafe, Beata went outside to ask the table next to where you had been sat if her behaviour was unacceptable, or if she had upset them, also, in any way. They said that they had not noticed anything untoward. Beata has worked for us for a duration sufficient for us to trust her to manage our business, but we do know that anyone can have an off day, or a "moment' to the point where their professionalism may crack. We can't be sure this happened during your interaction with Beata, and we can only apologise if it did. We have taken the time to explain to Beata that politesse in the UK might not be quite what she is used to, even though we know that she has been here long enough to know this well. We have not had any other complaints concerning Beata whatsoever. I have checked with other managers and the other partners, to be sure that is an accurate assertion. This being the case, it would be unfair to take any further action at this point. We shall continue to monitor and assess Beata's performance and behaviour, as we do with all of our staff, and we shall continue to manage our workforce accordingly. Again, thanks for taking the time to voice your concerns. As I hope that I have made clear, we must act in a fashion which is best for our business, and by no means are we denying that what happened during your visit to Cafe Tamra did not occur as you have written, but simply that we must act based on our experiences, which include (but are by no means limited to) understanding of our staff, and customer feedback. Regards, Cafe Tamra
OP
Hey guys -- I do appreciate your getting back to me and following up. I really do appreciate the time and care you've taken to process my feedback. Let's start with the court transcript: "Beata brought you the tea, and then went to serve another table next to you, outside. As she was interacting with this table, she says that you began to gesticulate in the air to attract her attention away from the table she was serving." FALSE. This did NOT happen. I apologise for Caps lock, but this is utterly untrue. I noticed Beata serving another table and waited without gesturing at all or even attempting to make so much as eye contact until she was back en route to the door of the restaurant. When she passed my table I simply looked up, smiled, and asked for sugar. This occasioned the wordless plonking. Ok, next point: "She apologised to the table, and came over to you, at which point you asked for some sugar, which Beata brought to you." ABSOLUTELY FALSE. This did not happen. At no time did Beata apologise to anyone on my account, for the simple reason that at no time did she apologise to anyone. And not on my account, because I never pulled her away from another table. She's clearly trying to make me sound like a pain in the bum, which I am not, and like a high-maintenance customer, which I *am not* -- you can do whatever you like with this information, but the simple fact is, your employee is lying to you. Through her teeth. Period. Next: "as a Pole Beata can come across as rather brusque to those of us from further west." I find your assumption that being from the East means automatically that this woman is uncultured, brusque and rude simply racist. For what it's worth, I would recommend that you (anonymously) visit the Deli Boutique on Webb's Road. The lady who run the restaurant is Polish also, which I know because we always chat pleasantly. She is by far the most efficient and most immaculately mannered and polite person I've come across in London, bar none. Most of the people I've met here who were Polish were considerably more good-natured and efficient than the locals, which is presumably why the locals in a position to hire them, do so. Next: "However, as brusque as she may sometimes appear, Beata is very professional, and not impolite." These two statements are completely contradictory. Mutually unintelligible. Illogical in juxtaposition. Also they are two statements presumably made from the point of view of the omniscient narrator of novels in literary theory as you were -- by your own admission -- not present during this encounter and so not in a position to render judgement. Next: "Beata returned and placed the porridge on your table. At that point the table behind you gestured Beata over in order to pay their bill. As she went to do that, you called her over and she returned to you." FALSE. I NEVER DID THAT. I never called her over. I waited until she was passing back my way. I never once ever called her over from another table. Didn't happen. Period. Your employee is lying to you. Again. Methodically. I am not a high maintenance customer. Period. I have never sent a dish back in a restaurant before in my life. Ever. I have never, ever called a server away from another table. Ever. Period. Next: "You were then offered a fresh bowl of porridge with extra apple, so that they would be warmed by the porridge, in situ. This you accepted." NOT TRUE. !!!!!!! I WAS NEVER OFFERED ANYTHING. SHE SIMPLY TOOK THE PLATE AWAY. !!!! She never offered anything to me, to replace it. She bore it off with a huff. A literal, palpable huff. And no words *at all.* "Before the new bowl of porridge had arrived at your table, you went into the cafe and cancelled your order." NOT TRUE!!!! I DIDN'T GO INTO THE CAFE UNTIL BEATA HAD GIVEN ME THE BILL!!!! All this time, I was seated outside. When she passed by my table (again, when she passed me, not when I called her, because I never did call her, I always waited until she was in earshot), I asked for the bill. To my knowledge, at this point, no replacement was forthcoming or had been ordered from the kitchen. As she had not offered a replacement. At all. She had not offered anything. She simply took my plate away without a word. "At this point you then left the cafe, to return shortly afterwards and ask for Beata's name, and to make your complaint to the management, and that being Beata, to the owners." NOT TRUE!!!!! AGAIN!!!!!!! I NEVER LEFT THE CAFE UNTIL AFTER I ASKED FOR THE BILL, RECEIVED THE BILL, WENT IN TO PAY, THEN WENT OUT TO COLLECT MY THINGS IN PREPARATION TO LEAVE. This is simply not what happened. After I asked for the bill, Beata plonked it on my table. I repeat, the word is plonked. She did not wait for cash or a card. I went inside to pay. After I paid, I went back outside to get my things in preparation to leave. After gathering my things, I went inside again to tell her I planned to file a complaint. "Anyone can have an off day, or a "moment' to the point where their professionalism may crack. We can't be sure this happened during your interaction with Beata, and we can only apologise if it did." YOU ARE HAVING A LAUGH. ? YES? I AM NOT. I just feel that after an experience like this, there's not much else to say. I won't be coming back to Tamra. I won't be recommending it to anyone. And I'm sure this story will make the rounds, if and when the conversation prompts it, with any number of acquaintances who, like me, do the school run twice a day and look for a good cup of coffee and/or a decent meal between pick up and drop-off. I haven't posted it, because I appreciate the time and care that you've taken to respond to me. But all I can say is, a server's only job is to take plates from the kitchen to the tables and back again. That's it. A server doesn't cook the food, and doesn't have to do much by way of cleaning the tables. That's why I find it baffling to confront bad service. There is so little to it, besides just simple courtesy and being pleasant. It's stunning to encounter an attitude that isn't just that straightforward given the very straightforward requirements of the job. I'm not sure what else to say, really. The bottom line is, if a customer isn't happy, it's clearly in the interest of the server, and the establishment, to change what she or he wants changed, or fix what isn't right. I have literally never in my life sent a plate back in a restaurant and I've eaten out, like most of us nearing forty, hundreds if not thousands of times. My request was not unreasonable. The time and irritation it has cost to discuss what went wrong positively dwarfs the time (and irritation) it would have cost to simply fix the problem. My guess is, if this is the way you approach your business, you will see pretty narrow profit margins. It has not escaped my attention that Brew -- just feet away -- has maybe half the floor space that Tamra has, and probably five times as many customers. The food is always excellent, as is the service, and the entire vibe is simply more professional altogether. I will not be coming back to Tamra, but I wish you luck in future sorting out what you want to do with your business. You have a brilliant location, gorgeous windows, lots of light, a spectacular vantage point on Northcote Road, and a captive audience of hundreds of local mums and children who need after-school snacks, cocktails, coffee, brunch, and what have you. If you are only just middling along, this is something near a missed opportunity --- you should be doing a roaring trade, like your competitors. I don't see any evidence that that's happening, or likely to happen. Good luck with everything,
Cafe Tamra
Firstly, we have now had a chance to review our cctv, and although there are discrepancies (as our staff do not expect some obsessive forensic breakdown of their actions) in Beata's account, it matters not, as I got as far as your assumption regarding "uncultured" (where I ONLY used the word "brusque") and then to "racist", which is inflammatory and patently absurd. I have not read a single word further, and I consider the matter done. Do as you will with this correspondence, but we shall not accept such accusations from anybody, client or not. As I said many hours of thought in the past, the customer is NOT always right. This is our last word on this.
Sent by Rob Macfarlane
OP
If you managed your staff with as much forensic attention to detail as you have devoted to this ridiculous exchange none of this would have ever happened. Dumb.
OP
And racist again as clearly your assumption and Beata's is that you can characterise this as merely a difficult American acting out. Not the case, not even remotely. Far from believing the customer is always right, I have never, ever sent a dish back in a restaurant. Not once in my life. Except yours.
OP
Has it occurred to you that I have absolutely no reason to lie and Beata has many? ???????
I'm afraid not only will this be going on the web, it will be going in a book that I'm writing. Presumably the libel laws of your country will allow you to lodge any objection you like, which will rather drive home the very point I'm trying to make.
Sometimes the best course through a problem is simply to fix it, rather than fight over who's right. Life is right. By fighting, you simply lose sight of it.
Cafe Tamra
Good luck with your book. We wish you every success.
Sent by Rob Macfarlane
OP
Thank you! You have contributed to it.
And good luck with your business. LOL.
Cafe Tamra
We would be delighted to be in your book, we'll look out for it.
Sent by Rob Macfarlane
OP
What you'll read is exactly what's on your screen --- just as you see it.
So no need to hold your breath.
Cafe Tamra
Good. Please don't paraphrase me.
Sent by Rob Macfarlane
OP
No, you'll be quoted in full.
Cafe Tamra
Down to wishing you good luck with your book, thanks. Bye.
Sent by Rob Macfarlane
OP
What's your name, btw? I gave you mine but I don't have yours for attribution.
Cafe Tamra
As with my first response, it's Rob, from Cafe Tamra.
Sent by Rob Macfarlane
OP
That's not a name. If you want to be quoted you need to give me a real name, not hide behind some silly nickname.
....all for the record.
It's amazing that you have so much to say. But then good service should really speak for itself, shouldn't it? The primary draw of your restaurant seems to be that you allow dogs.
Cafe Tamra
"Rob" has seemed to work ok for 42 years, so it must be real enough. The comma shows my intention to link myself with the cafe, where you can often find me. My name is Robert Campbell MacFarlane, and I have nothing to hide.
Sent by Rob Macfarlane
OP
Thank you. On the contrary you seem to have a great deal to express!
