(由 Google 翻译)过去五年,我和家人几乎每周都会来Tailgaters——有时堂食,有时叫外卖,但始终支持这家本地餐厅。我们住在附近,热爱这里的体育氛围,也一直很欣赏那些辛勤工作、热情友好的服务员。可惜的是,在新经理达斯汀(Dustin)的领导下,我们注意到顾客服务大幅下降——尤其是像我们这样的老顾客。
几周前,我们要求将众多电视中的一台换成道奇队的比赛,却被敷衍了事。这家餐厅有40多个屏幕,却被告知必须等到另一场大学橄榄球比赛结束——而这场比赛已经在至少10台其他电视上播放——才能换一台。我们没答应,心想也许那天晚上生意不好。但这些年来,我们多次提出同样的要求,从未遇到过任何问题。他总是友好地回应:“当然,没问题。”可惜的是,达斯汀却不行。
但昨晚的情况不同——这让我们真的开始怀疑是否还要继续在这里做生意了。那天是世界大赛第一场(道奇队对阵蓝鸟队),我们整整盼了一周。我们在第一球开球前40分钟就到了,占了我们惯常坐的角落包厢——这个包厢我们已经坐过无数次了,因为它能容纳我们一家五口,让我们舒服地欣赏比赛。
我们到的时候,包厢里空无一人,但达斯汀告诉我们不能坐,因为据说“一群外地人”要来观看当地高中的橄榄球比赛。我们被告知整个前排座位都“被预订了”。我们来这里这么多年,从来没有人告诉我们可以预订——而当我们看到其他客人坐在同一个区域,而且没有预订时,我们才意识到这完全是假的。
我们一开始被安排坐在角落的一张桌子旁,那里看不到电视。后来,他们给我们安排了一张酒吧区的桌子,但那里不太适合我们家的小孩。 (我们之前解释过——为了孩子们的安全,我们需要隔间。)最终,我们得到了一个小隔间,这还好,但原本被告知“已预订”的大隔间空置了一个多小时,才有四个成年人——显然是刚进来的——坐了下来。他们大概待了45分钟到一个小时,比我们先离开。与几个随机的客人相比,我们的忠诚度很难不被低估。
在连续五年的营业之后,说实话,我们感觉自己已经不属于这里了。我们感觉自己没有受到邀请、不被重视、不受欢迎——所有这些都是为了让外地人能有“优先”的座位。这不是对待常客的方式,尤其是那些每周都来、给小费丰厚、全年支持你餐厅的顾客。
需要说明的是,我们的服务员一如既往地出色——彬彬有礼、细心周到、友好热情。问题出在管理上。想到我和家人常去的地方,竟然让老顾客感觉如此不堪,真是令人沮丧。
我们离开时感到失望、沮丧,说实话,我们不确定是否还会再来。我不想再把钱花在这种只重视一次性顾客而忽视多年来一直支持他们的本地顾客的店里了。我真心希望老板能读到这篇文章,重新考虑一下在新管理层的领导下,他们的老顾客受到了怎样的对待,因为这次经历足以让我们三思而后行,不再想再来。
(原文)
My family and I have been coming to Tailgaters almost every week for the past five years — sometimes dining in, sometimes ordering takeout, but always supporting this local spot. We live nearby, we love the sports atmosphere, and we’ve always appreciated the servers who work hard and treat us kindly. Unfortunately, under who we believe is a new manager, Dustin, we’ve noticed a major decline in customer care — especially toward regulars like us.
A couple of weeks ago, we were brushed off when we asked to have one of the many TVs changed to the Dodger game. There are over 40 screens in this place, yet we were told we had to wait until another college football game ended — a game that was already showing on at least ten other TVs — before he could change one. We let it go, figuring maybe it was a busy night. But we’ve made that same request many times over the years and have never had an issue. It was always met with a friendly, “Sure, no problem.” Unfortunately, not with Dustin.
But last night was different — and it truly left us questioning whether we want to continue giving our business here. It was Game 1 of the World Series (Dodgers vs. Blue Jays), something we’d been looking forward to all week. We showed up 40 minutes before first pitch to get our usual corner booth — the same booth we’ve sat in countless times because it fits our family of five and lets us enjoy the game comfortably.
When we arrived, the booth was empty, but Dustin told us we couldn’t sit there because “a group of people from out of town” was supposedly coming to watch a local high school football game. We were told the entire front section was “reserved.” In all our years coming here, we’ve never once been told reservations were even possible — and it didn’t seem true when we then saw other guests seated in that same section without reservations.
We were first sat in a corner table where we couldn’t see any TVs. Then we were offered a table in the bar area, which is not suitable for our small children. (We’ve explained this before — our kids need booths for safety.) We were eventually given a smaller booth, which was fine, but the large booth we were originally told was “reserved” sat empty for well over an hour before four adults — who clearly just walked in — were seated there. They stayed maybe 45 minutes to an hour and left before we did. It’s hard not to feel like our loyalty meant nothing compared to a few random visitors.
After five years of consistent business, it honestly felt like we didn’t belong there anymore. We were made to feel uninvited, unimportant, and unwelcome — all so that out-of-towners could have “preferred” seating. That’s not how you treat your regulars, especially those who come every week, tip well, and support your restaurant year-round.
To be clear, our server was fantastic as usual — polite, attentive, and friendly. The problem is with management. It’s disheartening to know that a place that my family and I have gone to for years can make loyal customers feel so dismissed.
We left feeling disappointed, frustrated, and honestly unsure if we’ll return. I don’t want to keep giving my money to a business that values one-time guests over locals who have supported them for years. I truly hope ownership reads this and reconsiders how their regulars are being treated under the new management, because this experience was enough to make us think twice about ever coming back.