We survived our second Friday Tunney’s Pasture Lunch Invasion. We served 100 meals in 90 minutes – about 20% of those were take-out. There were a few people who waited a little over 20 minutes but for our second week I feel very good and proud of my staff. There were no errors that originated with the cashiers and the kitchen, led by Chef Ryan, flourished. The biggest error of the lunch was me, personally, delivering Buddy Holly’s sandwich to Adelle. I know, how could I manage that? Well, I did. Buddy was very patient and happily waited another five minutes for his sandwich. Thank you, sir, for you patience.

Bravo Little Banzinis, bravo. We get a little bit better every day. In another two weeks we will be where we need to be.

We have been open for two weeks. Phew. It feels like three days. I have been in the restaurant every day. I know, I know… all the restaurant shows on TV (I don’t watch TV, by the way) say that the owner has to be there ALL THE TIME but I am getting ready to take a day off. I am not sure what day but someday soon, I am going to sleep in and stay home. I miss my wife. She’s a lovely woman and I am certain that I will recognize her when I next see her.

Now, a random list of kudos, complaints, and criticism.

Kudus…

Charlene (Twitter) – Every bite is a piece of heaven (She had take-out).

Historic Building Co (Twitter) – Great Caesar Salad and beef.

Tony (Twitter) – Such a cool spot. Great people in a great atmosphere.

Christy (Facebook) – I had dinner here tonight. Amazing, amazing, amazing.

Lynn (Facebook) – Had lunch here today - best Panini sandwich ever! Mini cheesecakes are to die for and the friendly energetic staff is a refreshing change. Definitely a real gem has come home to Hintonburg.

The biggest compliment, to me, is simply seeing people sitting in the restaurant eating, smiling, laughing, and taking it in. And, it’s important to focus on the positive feedback from time to time. I find myself easily caught up in what we are doing wrong or need to get better at. But, we are doing lots right and making a lot of people really happy.

Complaints…

These are more difficult because some complaints are spot on and others that are more delicate to deal with.

Spot on complaints have included waiting too long, poor service (no water refills or plates cleared, etc), and one hair in one sandwich. I chatted with these last guests and told them I would be right back with a card for a meal for two. Then, I totally forgot. Argh. If you are reading this, please call me and I will fix this. 613.601.9303. My fault completely.

Another spot on complaint came last night about The Steve McQueen beet sandwich. And I quote, “This is the worst sandwich I have ever had.” I was shocked. This is our most popular vegetarian offering and it gets many compliments. As it turned out, though, the problem was that the sandwich is spicy. The error is ours. There is no warning on the menu about the blackened tofu being spicy. This is a failure on my part. As I said to the gentleman who had the sandwich, “I failed in my promise to you because I failed to deliver what you expected.” We need to add a warning on the menu boards. Similarly, the potato wedges are a hint spicy. Only a hint, I think, but enough that for people who do not like spicy AT ALL, it’s too much. I will get this fixed on our next update of the meny boards.

Criticisms…

In this last category are helpful comments offered up by customers intended to make us better. I am thinking about all of these and we may make changes.

Children’s menu – I don’t see a children’s menu in the usual sense. And, we do not have room on the menu boards for one. But, perhaps we could dream up two or three offerings that are more child pizza. We have a cheese pizza (Wasting Away Again) and perhaps we should add a simple grilled cheese sandwich on a thinner bread. I am meditating on this. Usually after a few days a good idea comes to me.

I want another glass of wine – As noted in the blog two days ago, we do not offer table service for beverage refills, etc. I don’t plan on changing this in the immediate future. I might at some point but not in the next month or two if there is real demand for this. What we need to do it to make it easy for customers who want a second beverage to skip the line. I am meditating on this. Probably a sign on our first till and some additional instruction from the cashiers. For the most part, though, I don’t see a large demand for a second glass of wine, pop, beer, or whatever. First and foremost we are fast and convenient. Nonetheless… still attempting to grok.

I want to sit first and then order – This is OK as long as we are not full. But, on Friday at lunch every single seat was full and there was a very short line up. If someone slips in a grabs a seat then the person at the cashier may be in the awkward position of having placed their order but there is no place for them to sit. For now, if we are very full and in danger of being overwhelmed, I have a bank rope (for line ups) that I will install to keep people from getting a seat prior to ordering. Then we will hold the line until a seat become available. In other words, if you have not ordered you cannot sit. This only applies when we are full and there is a line up. This also is something that I am meditating on.

Name tags on a stick so that the servers can see them – This is also something that I consider. Like the Ottawa Bagel Shop (and others) do – you get a little table pole that displays your number and makes it easier for the servers to find you. I might go this way. But, for now, I like the servers looking for you and asking, in a raised voice, “Sandra Bullock! Bugs Bunny!” or whatever the case may be. The name cards are intended as a point of engagement. Putting them on a little stick feels, to me, like it reduces the names to the equivalent of a number. But… this too is being cogitated upon.

The most marvellous thing about the criticism is that it is all offered in a positive way intended to help me. And, it does. There are many, many bits and pieces in the The Flying Banzini that come directly from customer input through this blog, through social media, and, now, in person in the restaurant. Keep it all coming. I truly appreciate every person and every suggestion.

Dave

P.S. I have allowed Carin to wear here “I am HOT” t-shirt this weekend instead of a black shirt so that she has a chance at Hot 89.9′s $10,000 prize. Go Carin!