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Review content:
My wife and I have frequented the Prime Steakhouse a number of times, with all of our previous visits being very good experiences. Based on those experiences, we elected to go there for an early dinner (we had a reservation) to celebrate the sale of our home in another state.\r
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We both ordered our dinners and appetizers, with me ordering the bisque and a NY Strip (medium), two of my favorites at this restaurant. I am sorry to say this visit was very disappointing for a number of reasons:\r
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1) The bisque had lumps in it (flour or cornstarch, not the seafood).\r
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2) When served, my steak was unevenly cut (very thick on one end, half the thickness on the other end), which I would not expect in this type of restaurant.\r
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3) I started to enjoy my dinner, only to find that half of the steak (the thick end) was cooked perfectly, but the other half was extremely well done. So well done, that it was tough and almost tasteless – therefore I elected not to eat it.\r
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More troubling, was how the manager/owner (Randy) handled the situation after being made aware of the problem by the server (the server did an excellent job, and was very apologetic and said she would let the owner know). \r
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4) Randy passed our table six or more times after being told of the problem with my meal, but never stopping to say anything about the steak, or apologizing for the situation! Only when we were passing him on our way out of the restaurant did he say, “Thanks for letting me know about the problem with your meal, I need to know those things.” ??????\r
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From previous conversations with Randy, I know he has been in the business a long time and therefore is an experienced professional. Even so, I think he did a very poor job of handling the problem with my meal that evening. Quality control seemed to be lacking that evening, starting with cut of the steak and the preparation of both the bisque and the steak. \r
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Believe me when I say I know “things” happen, even in the best businesses and operations, but when they do, the key is how you handle it with the customer, and what you do to try to make it right. This is where I think Randy and the Prime Steakhouse failed terribly.\r
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Sorry to say this, but the owners and operators of Outback Steakhouses have trained their managers in how to deal with such an incident, always coming to address the issue quickly, and offering to make it “right” in some way. Based on our recent experience at Prime Steakhouse, it may be time for a “refresher” on how to deal with such a situation, as not to leave a “bad taste” (no pun intended), with a customer regarding their dining experience.\r
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Hopully our most recent experience was a one time event, since all previous expereinces were very good!
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