00:00We have a reservation. Harman, for two.
00:03Mmm, not seeing it.
00:08It's right there. Harman, 730.
00:10I'm afraid we were fully committed this evening.
00:13There are a few places nearby that might be able to accommodate you on short notice.
00:18Ma'am, our reservations are in the book. We like to be seated.
00:24There may have been a booking error on your end.
00:26Sometimes guests misread the date, so we do have a policy about holding tables past a certain window.
00:33Well, the date is correct, and the time is correct, and the name is in the book.
00:39So I don't know what the problem is exactly.
00:42I'm sure you understand that reservation systems aren't always precise.
00:48Okay, well, ours was made three days ago over the phone, and I have a confirmation number.
00:54I'd have to look into that.
00:55Please do.
00:56And we'll be happy to wait here while you check.
00:59That won't be necessary. As I said, we are fully...
01:01You said you're fully committed, but I can see four empty tables from where I'm standing.
01:07We cater to a particular clientele here. I want to make sure the experience is right for everyone.
01:15What does that mean exactly?
01:16Simply that we work hard to maintain a certain atmosphere.
01:21And you're suggesting that we disrupt that atmosphere?
01:26I didn't say that.
01:27You did not say it.
01:29Hey, ma'am, we have a valid reservation.
01:34We're dressed appropriately, and we're not leaving.
01:37If you'd like to explain to everyone in this room why you're refusing to honor a booking, we'll wait.
01:44There's no need to make a scene.
01:45Oh, I'm not making a scene yet.
01:47I'm standing at your host's stand, asking to be seated.
01:51That's a fairly routine activity in a restaurant.
01:53I'm asking you to be reasonable.
01:55And I'm asking you to honor a reservation so one of us is being reasonable.
02:06Follow me.
02:13Good evening. I'm Logan. I'll be taking care of you folks tonight.
02:17Can I start you off with some of the drink while you look things over?
02:20Please, yes. I'll take whatever you recommend by the glass.
02:24White, something with a little weight to it.
02:27I'd go with the white burgundy.
02:29It's not on the featured list, but it should be.
02:31Solid.
02:32What about the Barolo?
02:33I keep going back and forth. I know, but...
02:36How long are you planning to linger?
02:39As long as the evening warrants it.
02:41Then the Barolo. It needs the time.
02:44Have you been in here before?
02:45First time.
02:46Then I'll tell you.
02:47The kitchen does two things better than anywhere else on the block.
02:50The Branzino and the Short Rib.
02:52Good. Everything else is solid, but those two are worth the trip.
02:56I was going back and forth between the Branzino and the pasta, so...
03:00Pasta's good, but the Branzino's the reason that people come back.
03:04Branzino it is.
03:06Great.
03:06Logan.
03:09There are other tables that need your attention. Stop standing around.
03:17Get moving.
03:19They can flag you down if they need anything.
03:22You have been very helpful, Logan. Thank you.
03:27The staff can get overly familiar. I prefer them focused on the whole room.
03:31He was being professional and attentive. We appreciated it.
03:35I'm sure he was, but I have standards for how my floor runs.
03:41Your floor was running beautifully.
03:43Actually, we had no complaints.
03:45I hope you find the rest of the evening more than streamlined.
03:48My wife just said something to you.
03:50I beg your pardon?
03:52She made a point.
03:53It's polite to respond to the person speaking.
03:56Right.
03:57Is there anything that I can have brought over right now?
04:01We'll manage. Thank you.
04:07Thank you for a wonderful evening.
04:11She's back.
04:12Oh my gosh, she's singing again.
04:13Do you want to say something or do you want me to say it?
04:16No, it's okay. I'll say something.
04:18All right.
04:20Excuse me?
04:22Hi.
04:24We've noticed the way this evening has gone,
04:27and we would just appreciate being treated like any other guests in the room.
04:31We're not asking for anything special. Just the same.
04:35I run a professional establishment.
04:37I treat everyone according to the same standards.
04:40Do those standards apply the same way regardless of who walks through the door?
04:44I don't know what you're implying.
04:46I think you do know what I'm implying.
04:48I've welcomed you. I've seated you.
04:51And I've made sure your needs have been attended to.
04:54I'm not sure what more you'd like from me.
04:57You've done the bare minimum required to avoid a confrontation in your dining room.
05:02That's not the same as welcoming someone.
05:05Hmm. I don't think that's a fair characterization.
05:09Not only is it fair, I think it's an extremely precise one.
05:12I'm only saying that a woman like you has options.
05:17There are places that might feel more suited for you.
05:22Your preferences.
05:23The discomfort here isn't something I've created.
05:28I would like you to be very clear about what you're saying to my wife.
05:31I'm simply suggesting that some environments are better fit than others.
05:35People gravitate toward what's comfortable.
05:37That's not judgment. It's...
05:39Okay, the only discomfort in this room is coming from you.
05:42I find that remarkably ungrateful given...
05:46Given that, what, that you seated us after trying to turn us away?
05:50That you honored a reservation that you pretended wasn't there?
05:54You'd like gratitude for that?
05:56I don't have to stand here and be spoken to like this.
05:59No, you don't. You could also just treat us like guests.
06:02Either option is available to you.
06:05After all, you own this restaurant, right?
06:07So the tone you set is a standard that this whole place runs on.
06:10If this is how you feel about your guests,
06:13it tells everyone exactly what this place is beneath the nice tablecloths
06:17and the fancy wine lists.
06:18I am not particularly troubled by your opinion of my management.
06:22I have strong business, excellent location,
06:26and I'm currently in conversations with investors
06:29who understand the value of what I've built.
06:32I'll be well out of the day-to-day before long.
06:34Whoever takes over can run it however they see fit.
06:48Look, I just want to say that I'm sorry for the way that tonight has gone.
06:52You deserve better than this.
06:54Thank you, Logan.
06:56Can I ask, is this typical?
07:01Depends on the guests.
07:02How long have you worked here, Logan?
07:04Going on two years.
07:06Do you like the work?
07:08Yeah, I like the work.
07:11Logan, this is the last time I'm going to address this.
07:14If you can't follow simple instructions, I'll find someone who can.
07:19Helen, I'm one of the investors you mentioned.
07:22My team has been evaluating this location before moving forward with any acquisition conversation.
07:27I didn't announce myself because I wanted to see just how this place actually operates,
07:32not how it performs when it knows it's being watched.
07:35Tonight was that evaluation.
07:39I don't understand.
07:41You should have said something.
07:42If I had known you were who you were.
07:46That's exactly why I didn't.
07:48If you could have simply introduced yourself at the door the whole evening, would have...
07:53Would have been great, I'm sure.
07:54Would have been different.
07:56That's the problem.
07:57I would have given you the best table in the room.
07:59I would have...
08:00Treated us like people.
08:01Because you thought we were worth something to you financially, so instead of you just,
08:07I don't know, treating us like regular people, what I saw tonight is what this place is.
08:13The way you spoke to us at the door.
08:15The way you spoke to Felicity just now.
08:17The way you treated your own staff in front of guests repeatedly tonight.
08:23None of that is a misunderstanding.
08:25It's a pattern.
08:27I think there's been a...
08:31The evening got off to a difficult start.
08:33And I understand how it might have seemed, but if I had the chance to...
08:38There are no different circumstances.
08:42I've seen everything I needed to see.
08:44I won't be putting money behind this.
08:46And I won't be putting my name near it.
08:49I'm well connected in this space.
08:51My word carries weight.
08:53So whether this restaurant makes it through the next year will depend on whether anyone is willing to invest in
08:57it.
08:58And I intend to be very honest about what I saw here tonight.
09:02Logan, the way you handled yourself, the professionalism, the warmth, the way you kept doing your job well when it
09:09would have been easier not to.
09:11That's what makes the restaurant actually worth walking into.
09:15Anyway, I have some pretty major projects in development.
09:18And I need people who know how to treat guests like people.
09:22I'd like to have that conversation if you're open to it.
09:26I would very much like that.
09:36And Helen, I quit.
09:51I didn't know how to treat guests like people because I don't know.
09:51And I've seen a conversation around them.
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