Hey all … hope you are happy and in good health!
Where do I begin to tell this crazy story…. Mmmm.. let me see I’ll take you back 4 months ago ( I promise to make it quick) to my first encounter with this restaurant that I shall call CHEZ E.G.O (trust me guys I am being nice by just naming it Chez E.G.O!)
Some acquaintances suggested that we go have dinner in a new restaurant in town… “The” place to be… so they booked a week ahead and we were informed that we were lucky to find a table that quick! Now I wish we didn’t find a table!
As soon as I entered Chez E.G.O I felt the cold environment, no warmth whatsoever starting with the lighting too impersonal and to continue with the decor combination … very stiff atmosphere… although I should admit that it is a high end decoration and I believe if my experience would have been a good one It would have changed my first impression.
I look at the menu and noticed that the prices are outrageously high, a salad can go up to match a 3 dishes price in a “normal” restaurant.. on top of that the quality of food was not good too much fusion and very sophisticated anyway today the PRICING and the FOOD are not THE problem….
My friend is a wine connoisseur, a cognac taster, a real cocktail lover.. u name it! (I wish he can create his own blog … wishful thinking he is just not into it!) anyway he looked at the wine list and selected a good bottle… as he always takes good care of us!
The waiter/manager/ co- owner came and we shared our choice of wine proudly with him, he looked at us with a condescending attitude and said: your choice of wine is not quiet well! And, may I say, disappointing! I have another bottle that I personally selected A MUST have.
My friend was annoyed and informed him that on a previous occasion we had the same bottle we selected, same year as well, and it was a good one!
The waiter/manager/ co- owner immediately dismissed that remark and insisted to bring the bottle he personally selected…. Here I interfered (I regret now doing so) I told my friend it’s okay it seems he knows what he is talking about it, we need to keep an open mind, so let’s try it! No harm!
And to be honest the bottle waiter/manager/ co- owner selected was not that good… we have tasted a LOT! LOT BETTER!
Of course his patronizing attitude didn’t stop there, at the end of our dinner we asked for a digestive called Aramagnac (a sort of cognac) He brought one that he claimed to be the best, while we knew for a fact that there was one much better from the same brand and we shared with him our humble opinion and of course he dismissed us with his “usual” arrogant/ I know it all attitude…
What a poor customer services skills!
Isn’t it in total contradiction with the basic service concept? Last time I checked good service entails that you respect the preferences of your customers and stay polite, rather than imposing your opinion and dismissing others!
At that point we all were really annoyed because we heavily felt the discomfort of the situation and that our choice was being reduced to a cheap wine/ cognac one L
I wish I can tell you my dear readers that the story ended here but NO! The rudeness continues…
It so happen that a couple of days ago, we were leaving a pub located directly above the Chez E.G.O restaurant waiting for our car; I was with the same friend I looked at the window of Chez E.G.O restaurant and said to my friend you know this place is very rigid it doesn’t amuse me.
And out of the blue…A stranger (we knew later a relative to the owner) was sitting on the bench talking on his phone… looked at me and said: “excuse me what are you saying?” In a very aggressive & condescending tone…
I didn’t answer and turned my back after politely smiling at him, because first I was having a private conversation with my friend and second I didn’t want to make a scene.
He didn’t stop; he repeated: “excuse me I asked you what are you saying?” So this time my friend answered and said: we think that this place is boring.
The nice “gentlemen” replied: “excuse me but we don’t come to a restaurant to have fun! But to eat!”
So my friend said: we ate there and the food was not good!
And here comes the reply of that polite stranger: “ah it shows that you are not a gourmet and you have a cheap taste in food… Chez E.G.O is the best place in Middle east”.
I was so angry at this point that I turned calmly looked at that stranger and told him: it shows sir that you didn’t visit the Middle East, I advise you to do so and I would gladly guide you to good restaurants in the Middle East…
The car came we turned and we went, and of course on our way back home we didn’t stop thinking of how arrogant he is and how insulting these people from Chez E.G.O are…
Just imagine, if he had adopted a different attitude and invited us to the restaurant to try to change our perception & to turn us to loyal customers rather than antagonizing us… when did the service industry consisted of insulting, patronizing and antagonizing your customers to gain their adherence?
We say in the service industry that: Customer Complaint is an Opportunity for Improvement! And as Mr. Bill Gates would say: “Your most unhappy customers are your greatest source of learning”
I would recommend for these people to take: a Handling Complaint Training for BEGINNERS!!!
Does it ring a bell?
P.S: below is a very interesting article about delivering Amazing Service
http://amazingserviceguy.com/3495/delivering-amazing-service-boston-style/
Jo, I personally think you should name the restaurant… This would prevent others from having the same bad experience… and this would be totally fair!
salut salut…I tell you what! i will name the good experience restaurants promise…
Jojo don’t you think this is all because of some pple who think that how higher ur bill is how fancier the restaurant would be and they’re happy to pay double the price on a bottle of wine in this restaurant than having a tastier wine for a cheaper price and in a restaurant that has the warmth n experience that u would need just because his prices are not as higher as it should be!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! i’m sure that the owner-manager whatsoever has nothing to do with the industry and he just think that all pple are dumb and he can just get them what he wants by lying and convincing them that what he has is a “high quality!!”
At the end i’m happy ur car came on time otherwise i’m sure that guy would have hit u and ur friend just because ur smart pple who can’t be taken over by his SMART friend owner manager whatsoever!!!!
P.S: u should tell me the name of this restaurant when i go to lebanon!
I know exactly which restaurant you are referring to. I went there once and will never go back again. Pretentious and condescending, over-priced and seriously rude. We had flies buzzing around us and even one landed in my husband’s wine glass. Instead of doing the right thing, changing his glass and offering him a complimentary glass of wine, Mr Ego co-owner said sarcastically, shall I go and get my tennis racquet from the car and try to hit it? It was unreal. Before that he had been Mr. Slimy Polite trying to impress us with his knowledge of food and wine. He told another friend, a highly respected Beirut restaurant owner, that his request to eat his foie gras in a certain way was “not how we eat it in Paris”! The guy is out to (his expensive) lunch when it comes to service and good manners.
Hi Mo
couldn’t thank you more for giving my story credibility because i believe when people are reading my article they will think i exaggerated but this is what happens truly… you even describe it better then me… thank you thank you thank you … your story is a great support
I think it’s a restaurant to recommend to people you hate!!
Too bad that people cannot get at least a good service they paid 3 or 4 times more than it deserves!!
Hello Dear,
I told you jojo before, and I will repeat it again ; I like your way of describing the event, but I think I know which restaurant you are talking about.
But, this is not my demand. what I need is to know the name of your “WINE CONNOISSEUR, A COGNAC TASTER, A REAL COCKTAIL LOVER….” ( he must be very happy and LUCKY because he’s your friend ).
Kisses “cousine” and c u
Mayyouch
thankkkkkkkkkkkkkkk youuuuuuuuuuuuuu so supportive!!! yes you know it i’m sure!
as my wine connoisseur…. he wants to stay anonymous on my blog ;-))) but i will gladly tell you his identity off the record
again thank you for reading
OMG!! I can’t believe this story!! Now i really want to try it as it is out of this world how bad the service is and how arrogant the co-owner is. The fly incident (in ref to Mo) makes is even more unbelievable. Please name the restaurant or inform the owners! As a caring customer you have the right to write a review about a restaurant or TA or anyhting else..
Salut my dear, i am really scared to inform the owner, he might kill me!!! lolll these people are above and beyond!
regarding why i am not naming the restaurant i have 2 reasons:
1- i don’t want to punish the restaurant, i am just pinpointing bad experiences.. it’s all about the service
2- second it might generate legal actions
P.S: you can directly guess the restaurants since i leave lots of clues and mainly the names are inspired by their real names ;-))
Hi Joelle! An extremely interesting blog and rather informative……I too just wish you could reveal the name of the restaurant so I know that next time in Beirut, I go nowhere near it.
To me, excellent Customer service, cleanliness, good food, affordable pricing (value for money), courtesy and politeness rate number one on my list of value propositions when it comes to a restaurant. I too would not go back if I was you and would honestly convey the name of the restaurant to those near and dear in order to have them avoid such a disastrous experience.
I have to honestly say, and this being a none Lebanese, I used to always say SERVICE and CUSTOMER KNOW HOW is only for the Lebanese, but during my last stay in Lebanon, I find this has deteriorated drastically, but of course there are the exceptions…..like that lovely restaurant in Achrafieh called Basma’s……great food, friendly staff and extremely courteous owner.
Yet I would like to see recommendations of good places to go, those which have great Customer Service…..and not necessarily just restaurants but hotels, pubs, shops and the likes…….
Keep your blog news rolling and the best of luck xx
Hi Maha,
I wish i can reveal the name but for legal purposes I can’t, but if you search for hints you will directly find out! I am not that courageous to tell them they are arrogant I fear what their reaction would be. Not friendly attitude.
But whenever you are in Lebanon I would be more than happy to guide you and here are some recommendations of good places, I am sure you know most of them:
1- Stove: very nice and elegant restaurant in achrafieh you can find good steak and seafood plates
2- Momo’s: the same famous Momo’s in Paris and London, you can choose to have a quite dinner in the restaurant or sit at the bar which is also divided into 2 the bar terrace is amazing
3- Central: especially in the summer very nice terrace and very good quality of food
4- Iris: I advise you to go sunset time it is a breathtaking view!
5- Manadaloun Café: in achrafieh a very nice coffee shop they have avery good salad bar as well
6- Chez Sami: seafood restaurant in jounieh choose a table outside suitable for both lunch and dinner
7- Mandaloun sur mer: seafood restaurant in Beirut next to biel suitable for both lunch and dinner
8- Albergo: is my favorite boutique hotel, amazing and they have great restaurants as well especially on the terrace
And I will take your advise and visit Basma I didn’t go yet!
P.S: I thank you for your kind words of encouragement especially that I know how sharp you are! My honor
Hope to see you soon
Jojooooo, your blog is a great idea for people to share thoughts and experiences, good luck dear.
As for the restaurant CHEZ S…. you are talking about 🙂 well people ignore these days that satisfying customers and offering them a great experience is the biggest investment and advertising one can do. So what a pitty and hope they will do smething about it before it’s too late.
Awaiting for new topics…..