Behind the Line
Topic: On the Job
Your Customers
Do you ever learn things from your customers?
- Carrie Nahabedian
- Executive Chef/Owner
- NAHA and Brindille
- Chicago, IL
What you learn from a customer is their take as a client, on the state of the industry, what they like to see in restaurants, we're seeing the Average American. As chefs and restauranteurs, we have...
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What would you like to take off the menu but they won’t let you?
- Carrie Nahabedian
- Executive Chef/Owner
- NAHA and Brindille
- Chicago, IL
I've taken a number of things off and we all survived. I took the hot smoked salmon off, the tartare of tuna, and life goes on. You just keep creating. We probably can't take the Mezze off though, ...
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What do you wish were more popular?
- Carrie Nahabedian
- Executive Chef/Owner
- NAHA and Brindille
- Chicago, IL
I wish that lunch business was more consistent because there are very few restaurants of our caliber that are still open for lunch and many people visit Chicago but don't have opportunities to alwa...
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What customer hijinks get under your skin most?
- Carrie Nahabedian
- Executive Chef/Owner
- NAHA and Brindille
- Chicago, IL
I'm not alone in saying that I can't stand no-shows. It's completely unacceptable. Bringing in wine, cake, flowers, balloons, etc without notifying the restaurant first so we can accommodate it. Bu...
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Let's get ethnic. Are customers savvy about "foreign" ingredients or dishes? Do you try to fit these in on your menu?
- Carrie Nahabedian
- Executive Chef/Owner
- NAHA and Brindille
- Chicago, IL
Customers are more knowledgeable than ever, but it should never be presumed that they know what specific techniques or ethnic ingredients are. It's the responsibility of the chef and server to broa...
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Should a restaurant hold a table if the party is late?
- Carrie Nahabedian
- Executive Chef/Owner
- NAHA and Brindille
- Chicago, IL
If they call and we have advanced notice, things happen, we appreciate the call and will hold the table if we're able. If we can't, we try to give them an alternate time. If you're 20 minutes late,...
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How much should people tip their servers?
- Carrie Nahabedian
- Executive Chef/Owner
- NAHA and Brindille
- Chicago, IL
This is tough because I'm in the industry. I feel that anything less than 20% needs to be justified. Anything over 20% needs to be justified too. Exceptional service deserves an exceptional tip. If...
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Kooky customer demands. What are requests from diners that make you roll your eyes?
- Carrie Nahabedian
- Executive Chef/Owner
- NAHA and Brindille
- Chicago, IL
Steamed vegetables. Do I have a steamer set up? No!
Where do you stand on substitution requests?
- Carrie Nahabedian
- Executive Chef/Owner
- NAHA and Brindille
- Chicago, IL
Because I came from Four Seasons where guest satisfaction is paramount, if I can do it, I will. I don't like saying no to a guest. If someone wants a little extra something, I won't nickle and dime...
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Customer reaction can make or break a dish. What are some dishes you've been surprised at the level of positive feedback? How about negative feedback?
- Carrie Nahabedian
- Executive Chef/Owner
- NAHA and Brindille
- Chicago, IL
We have customers who have requested to be contacted when Copper River Sockeye Salmon starts, when Nantucket Bay Scallops come on and when Softshell Crabs come back, which was surprising. Our clien...
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The customer is always right. Or are they? Are there instances when you feel the customer is wrong? Examples?
- Carrie Nahabedian
- Executive Chef/Owner
- NAHA and Brindille
- Chicago, IL
Yes. That old adage is great and works in most occasions but in the words of Charlie Trotter, "Sometimes you have to divorce a customer". Things like expired gift certificates bought at charity auc...
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Kids' menus: necessary evil or fun way to engage children in the art of dining out?
- Carrie Nahabedian
- Executive Chef/Owner
- NAHA and Brindille
- Chicago, IL
The customer should always tell the restaurant when children will be present, then the restaurant can ascertain if a special menu should be given. The worst thing is when the customer comes in and ...
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Kids in your restaurant, love 'em or wish they'd just stay at home?
- Jimmy Bannos
- Owner
- The Purple Pig and Heaven on Seven
- Chicago, IL
I love kids. The more kids the better. They have to start sometime. As long as they're behaved and their parents don't let them run like wild. Let them experience a true dining experience, whether ...
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Uh oh, someone had a little too much to drink. How do you deal with drunk customers?
- Charlie Berg
- Sommelier
- Michael Mina Bourbon Steak DC
- Washington, DC
Most of the time there's at least one responsible person in the party, if the tipsy one is getting too loud or inappropriate I usually just communicate with one of their friends. If someone is alon...
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How do you handle guests' dietary restrictions? Have you ever been unable to accommodate a guest? Why not?
- Carrie Nahabedian
- Executive Chef/Owner
- NAHA and Brindille
- Chicago, IL
We have it printed on our menu to advise the server of any allergies, restrictions or preferences. If it's a difficult request, we ask the server to check if it's an allergy or a preference because...
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What do you wish your customers would know about wine or working with a sommelier?
- Charlie Berg
- Sommelier
- Michael Mina Bourbon Steak DC
- Washington, DC
Just, that wine doesn't have to be complicated. You have customers laboring under this misconception that are either intimidated and uncertain, or needlessly picky, looking for non-existent and arb...
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