Boston Pizza

Walking into the FSJ Boston Pizza is like gaining entrance to the grown-up, full service version of Chuck E Cheese. There is something in every direction to capture your attention. Plus, it's usually loud and dimly lit.I wonder if they've got a ticket & prize redemption booth somewhere in there......

Anyway. Boston's, (mind if I shorten your name?) has a fun atmosphere. The food mostly is average (as in you could prolly-almost-maybe make it like that at home,) 'cept for those pizzas. Yum-O. I've yet to order a pie that I don't enjoy. Just dawned on me that this restaurant better be good at pizza-making. Tee hee.

See here. My complaint is the service.



IT.



TAKES.



F O R E V E R .



Takes forever for someone to stop by and let you know that you'll actually receive service. Takes forever to receive the drinks you ordered 10 minutes ago and parch your thirst. Takes forever to see the server again to actually place your order. Takes forever to get said food. Takes forever.......

Get my point?

I should be pretty good at flagging down servers with all the practice I get at this joint. Is is too much to ask for Ms.-I-already-put-the-gratuity-on-your-bill-so-I-can-slack-off to refill me ONE time? Sometimes I really just want to get up and get my own refill 'cause the machine is staring me in the face and who knows where my server is and all I want is my icey, fresh, bubbly Diet Coke with a fresh lime.

I actually did that one time. But it was in Edmonton. I wager to bet that if I walked back into the kitchen with my business attire on and starting commanding people around they'd listen because it could quite possibly be the first time they would be told to pay attention to the customer. That what the customer thinks actually matters.

Back to FSJ.

Dear BP servers. stop. Pay attention to your clientele. stop. I don't care about your problems or what type of eyes the cook is making for you. stop. Give me proper service or forget that tip and perhaps forget me coming back. stop.

If you don't mind waiting entirely too long for everything and paying too much for mediocrity, then BP is right up your alley.

GRADE: B-

P.S. Delivery service also takes forever.

BOSTON PIZZA
9824 100 St
250.787.0455

Insights to Improve Your Customer Service

This sweet little jewel appeared in the inbox today and is
worthy of the pass along. Pay attention FSJ!

Source: www.restaurantowner.com

One of our members reported their restaurant was
having a much better year this year than last both
in terms of sales volume and profitability. Quite an
accomplishment in this recession to say the least.

She credited "guest relations and customer service"
as the primary reason for their success and want on to
say "People don't have to go out to eat, so when they do,
we make sure we exceed their expectations in every way."

Curious, we asked her specifically what she was doing in
the restaurant to get her staff to do this.

Here's what she said -

" We train the staff daily by having pre-shift meetings
before lunch and dinner shifts."

"At these meetings we focus on customer service in every
possible form, from making sure there's no trash on the
floor, to smiling, to looking the guest in the eye when
we take orders, to outstanding acts of kindness...."

"I go over everything, and I think by doing this on a
daily basis it gives the servers, runners, bus staff
and hosts the confidenceto know how to handle every
situation."

"I constantly tell them to treat the guest the way you
would want someone to treat their mom...no one ever wants
someone to be mean to their mom...."

"Honestly, I think it's just the positive reinforcement
they get from management, and also the fact they know
they can come to me or my assistants with any problem
and it will be handled calmly and professionally."

"We went from doing 40-50 lunches on a sunny beach
day last year to 170-325 lunches this year, and we've
hit the over 700 mark with our dinners...amazing numbers
we are so proud !!"

Want to improve your sales and profitability? One
way might be to raise your level of customer service.
Take it from someone who has done it and incorporate
the above practices into your daily routine. 

Earning a reputation for having the best customer
service in town could be the most effective way to
succeed in these recessionary times.

Fogg 'n' Suds

One of the "nicer" places to dine in FSJ. The place slightly reminded of an underground pizzeria/lodge. In a good way. But-what is up with the name choice? I feel like I'm about to utter a swear or go to a laundromat.

I walk in with my counterpart and the hostess is missing. Rather, a tub of rolled silverware and a sign greeting guests and suggesting that we seat ourselves.

Okay.

One extra glance around the entryway before choosing our table and I see random letters on the wall that I surmise to be a message about beer and women.

Awesome. So pumped for our meal now. Did I mention that I hadn't been to this location, or any FnS's in over four years? Hmm. Just mentioning.

We chose a table with a combination chair/booth seating that happened to be between the bar and kitchen in what one would think the common area to be. There were seven other tables occupied during the weekday lunch hour.

At this point I am expecting average service. After all, its not very busy so the staff should be quite attentive, right?

Side note: One major recurrent theme among 'nicer' FSJ dining establishments is the lack of professional clothing on the wait staff. The managers must think the all black, casual ensemble is somehow working in their favor. Let me say now that I am not fooled. I can tell the difference between a crisp, ironed, long sleeved shirt and a black t shirt that has been under a jacket for few hours. Polished shoes appear more professional than a pair of KEDS. Unkempt hair and a sullen face are not helping your ticket sales. Fresh, clean attire echoing the ambience and food of the respective restaurant. And "I don't know" or "I haven't tried that" don't cut it when guests are asking questions about your menu. What happened to the FIRST IMPRESSIONS?

Our server girl greets us in a pleasant manner and takes our drink order. When asked if there are any specials she spouts some mumbled answer and walks away without truly finishing the conversation. We laugh at her. Strike one.

Returns a few minutes later with one drink and admits to forgetting what the other drink was. Really? You have exactly one other table you're waiting on.....Strike two.

Side note: I tip on service. Some people tip on other aspects as well, such as overall experience, food, ambience. I tip solely on service. I could be in a dive and receive excellent service and I would tip in the same manner as a dressier place.

Server girl returns and we ask simple questions regarding various menu items to which she can't satisfy us with her knowledge, but to her credit finds reliable source and informs us.

We order the Shameless Burger and Calamari. Server girl promises Calamari is battered and prepared on site. I am hopeful but skeptical (is that possible?)

Side note: I have been in search of the perfect Calamari for five years now. Still searching.......

We wait for our food and enjoy the music, TV's and general feel of the place. Food arrives in an acceptable amount of time (10-15 minutes for lunch times) and Calamari presentation looks debatable. But I give it a try anyway.

Shameless Burger is pretty darn good. Great cast iron flavour. Lots of layers. Except for that weird weiner in the middle of the stack. My suggestion is to filet the tubular meaty. It'll sit better that way. Or just toss the whole weiner-on-hamburger idea. Trust me. Fries were fresh, hot and crispy.

Calamari is overpriced. Approximately one cup of product for $9.49. To server girl's credit again, the calamari was prepared in house. I would have like to see the slices a bit thicker. Batter was ok, but needed some seasoning-at least a salt and black pepper. Cooked for too long yielding a rubbery texture. Piled on my requested marinara side to hide the bounce in my mouth. P.S. Marinara is much better suited to calamari than tzatziki and diced purple onions.

Side note: If you're restaurant uses flatware and porcelain, don't put a plastic ramekin with any dish! I don't care if you've got a lunch/dinner policy. Don't cheapen it for me. I'll notice. In fact, using cloth napkins and matching ramekins are necessary for ambience continuity.

We are enjoying our food when server girl grabs herself something from the kitchen and helps herself to a comfy booth. Within eyesight of me. Strike three.

Then the manager/s and other wait staff join her with their morsels. Strike four. Is anyone still counting?

Side note: Never let wait staff eat while on the clock. Never, ever let them eat in the front of the house while dressed in restaurant attire (or within eyesight of your guests.) AND NEVER DO THESE THINGS YOURSELF!

I am generally a courteous person while dining out. I say 'please' and 'thank you's' just like my spouse taught me. So when I say 'thank you' I'm pretty much expecting something in the ballpark of "you're welcome."

Just sayin'.

Server girl didn't get the memo on common courtesy for the first few rounds. She got better through the course of our experience.

As we're rounding the finish line of the interesting lunch out, I pull out the credit card and slide it into view so as to quicken our exit. It had the opposite effect.

Eventually one of those managers had her fill of the co-worker lunch and decided to run our card. I'm not sure what happened to our server, but I left her a note on the flip side about her impromptu lunch and the level of unprofessionalism exuded from the act. She also charged me for a side of gravy.

Side note: ALWAYS tell customers if there will be an extra charge for something. Being secretive to up your ticket sales will only hurt in the long run.

My counterpart left her a three dollar tip. I said to give her two.

GRADE: D+ Because this place has potential, but if the major flaws aren't worked out, I'd be very surprised to see FNS open for another year.

FOGG 'N' SUDS
9720 100 St
250.785.0770

Olio's Pizza & Pasta

First Visit:
Phoned in my order, picked it up using my Domino's incredible $3 heat bag.
Purely Awesome. Exceptional gourmet quality, simple & relaxing decor, friendly customer service girl. Psst...try the Chicken Alfredo pizza....

Second Visit:
Received a professional restaurant mailer. Dropped by and checked out the full order board. Love the write-in-different-colored-chalk style. Fairly knowledgeable staff. Viewed suspected owner working the dough. Repeated eye contact. Didn't offer a smile or hello. Waited too long for the pizza, but I knew it was worth it. Olio's even did a half 'n half for me (two pizza themes on one pie.)

Third and Last Visit:
Called ahead for order to be picked up later in the day. Arrived 15 min prior to when pizza was supposed to be coming out of the oven-saw it sitting on a wire shelf, no heat protection surrounding it. Inquired how long the pie had been sitting, teenage order taker responded".. about 10 minutes."

Are you serious. A lengthy discussion ensued between order taker, owner and me, where eventually I, as the customer, was wrong for calling my order ahead.

I'm sorry, what? If your business didn't do that then:

A: Shoulda let me know when I phoned in my order AND before I planned my supper time around it.
B: Consider WHY you don't offer that service. Is it lack of communication, planning, poor kitchen management, laziness, what?
C: Grovel at my feet for the many mishaps and offer me a free, fresh, hot pizza of my choosing.

I walked out sans the semi-cold pizza.

The only reason, I repeat, ONLY reason I would go back here is the excellent quality of the pizza and ingredients. Maybe I'll give me a year to cool off. I am very disappointed in the owner and her lack of responsibility in problem solving and acknowledging guests.

GRADE: C-

Olio's Pizza & Pasta
#1, 9016-100 Ave
250.262.3282

Quizno's

Positives:

My visit during the lunch rush was surprisingly pleasant and quick. When the lineup is nearly out the door, one never really expects for their sandwich order to be taken and completed under 10 minutes. Yes, ten minutes, folks.

Plus, one of the owners jumped back from the cash register to the genesis of the sandwich line and was creating tasty, oven baked goodness quicker than the wrap up committee could handle. Now that's great service and efficiency in the restaurant industry. Nothing bugs me more than to observe managers who care less about their staff and even less about their customer.

Food: Flavorful sandwich sauces, fresh, fresh veggies, savory meat choices. Actually, I've very few poor comments regarding Quiznos quality and presentation of food. Try out a Sammie or anything with beef. YUM!

The serve-yourself-bins are usually well stocked and eye pleasing. Recently added are the posted nutritional facts.

Very clean. Even during the winter months the staff exhurts effort to ensure a clean walking space.

Recently had a few menu changes that are easier on the wallet. Granted, you'll be receiving less product, but for marketing purposes it looks better, right? You'll find select combinations for $5 in the large size. I'm personally not a fan of the pizza or the torpedo which would lead me to avoid the new Bullet (a smaller version of the 12" torpedo.) I believe a sandwich should be soft with ample delicious toppings. Not crispy like a baguette.

Love the seating. I can sit with three other friends at a cozy table along the wall. I can sit outside with a fresh wood fence providing a little privacy. I can sit at a sandwich bar and people watch as they watch me inhale the deliciousness of Quiznos.

A few suggestions to improve:

Wish the restaurant were a little wider. Having to watch my head as hungry line-standers twirl purses and man bags takes away from my eating experience.

That darn pickle bar. It is SO frustrating to pick up the tongs let alone snag anything with that protective glass nearly touching the counter top.

Perhaps fixing that floor eyesore as the customer walks into the place. It's been there for almost two years and counting.....

Prices are a little on the high side. Dinner for two+ is around the twenty dollar mark. Oh yeah, if I'm paying close to $10 for a killer sandwich, it better look exactly like the pictures. I don't care what the scale says. Can anyone say false advertising?

For a franchise and overall sandwich taste: GRADE: A-

Psstt....This location can also boast second in sales in Canada. Yowsah!

QUIZNO'S
9115 96A St
250.787.1186

A&W Drive-thru

The burgers are fresh, onion rings are crispy, the chicken strips are super hot with three, tasty dipping sauces, and the signature root beer is sweet, bubbly and cold.
Things this location has goin' for it:

Right off the Alaska highway and customers can get to it easily from four different directions. Not all businesses have this crucial feature.

Bright, recognizable colors. Really works in A&W's favor during the drab FSJ winter.

Ample space in dining area with a fun, simple decor with current newspapers to catch up. This place is usually clean as well.

Coupons. I'm always seeing them in my mailbox which reminds of their place. I never use them, but I remember the restaurant.

The owner's son. He is the absolute nicest, most well-mannered boy I've encountered. And he knows the menu. And he's like, nine, or something. This kid is why I would choose A&W drive thru over Wendy's or McD's.

They were the first in town to start the 24 hr revolution. YES! If you've never lived anyplace that offers businesses that stay open past 9pm, you haven't lived yet.

Improvements:

Drive-thru time. It's quite slow. If I get fresh, hot food, I'll wait a few extra minutes-but only a few....

The we-don't-put-ice-in-our-root-beer idea. Doesn't fly in the summer months. I suppose that's one incentive to eating indoors. But if that isn't an option, warm soda is my companion.

Prices. Am I really paying TEN dollars for five, small strips of chicken? A meal for two can easily be close to 20 bones.

GRADE: B+

A&W
9512 Alaska Rd
250.785.8336

Mucho Burrito in Grande Prairie, AB.

This is one genre where I get excited. Haven’t found one location in Western Canada that meets my expectations or past experiences for a truly authentic Latin food experience or a similar North Americanized version (even in Vancouver I didn’t find one.)

Mucho Burrito is a typical Canadian cookie cutter “Mexican” restaurant. (AKA: Taco Del Mar and Burrito Libre in Edmonton.) Some food items (the marinated, shredded pork and diced, marinated chicken) you’d find at a truly authentic Latin place, others are missing and some do not belong (ie kraft ranch dressing.)

The Positives:

*Clean, open atmosphere, bright colors.
*Buffet style ordering (you can see all the food they’re piling on your plate.)
*Mr Lee is the owner/operator and is an enjoyable, nice person.
*The spice heat factor in the salsas is correct. Hot truly is hot, not Canadian hot.
*Fresh cilantro. A key ingredient in the genre.
*The respective meats have good flavor and could stand alone.
*Imported Jarritos soda-a nice touch.
*Excellent portion with the 12-inch, smothered, $11 burrito-you’ll be having leftovers for sure. That or heartburn.

The Improvements:

*Nickel and dime the customer. Please. Just include it. Trust me, you’ll stay in business longer.
*Unoriginal décor. Seriously, Mr Lee could take down the menu and it could be a Thai, Chinese or any other random restaurant. Music didn’t match, either.
*Order some sun shades for the west-facing establishment.
*Fresh limes. Slice them and put them with everything. If you’re running a Mexican place and you don’t have fresh lime juice.....don’t even get me started.
*The mild salsa has a problem. Use ripe tomatoes and dice them small! It looked horrible (my counterpart described the salsa as “drain scraps after dishes”) and tasted just like it.
*Stretching the guacamole too far-too runny and bland.
*Please make your own tortillas. Please.

Simply put: Each layer within the burrito/taco/salad/enchilada MUST be able to stand on its own when sampled. Then the marriage of all components yields an incredible outcome.

GRADE: C-

Psstt....Mr Lee. Check out the picture to the right ----> That is a taco.

Coming Soon.....

Reviews on Fogg 'n' Suds, Mastaro Sushi and Uptown Grill....

Peppermint Patty's

This sweet, little location has been around for over a year now and serves up creamy, frozen deliciousness from Foothills Creamery.

Highlights:
*Finally ditched the "Let's-sell-soap-AND-ice-cream-in-the-same-store!" idea.
*Those cute little baby-sized cones. Complete with sprinkles.
*Fun decor-pack your handbag for a few memory lane trips.
*Indoor/outdoor seating.
*Nice selection of old fashioned candies and hard-to-find modern versions.
*And of course, that velvety, hard ice cream in many, many flavors. Or the fro-yo. Delish!

GRADE: B+

Perhaps a little 50's music to heighten the existing ambience, a fresh pen to sign the credit card slip and lose the rabbit-eared, snowy, soap opera tube TV.

PEPPERMINT PATTY'S
9940 101 Ave
250.787.7117

Taco Time in Whitecourt, AB

Let's say you're heading to Edmonton for a long weekend and take a fuel stop along the way. Happens to be Whitecourt-gotta grab some din din, right? Love the drive-thru option for road trips.
I doubt the conversation would have gone differently had it been indoors:

Drive-thru girl: Hi, what can I get for you?

Car of hungry people: Hi, we'd like this, that and the other, but we have a few questions. What's the difference between A and B?

Drive-thru girl: Uuuuummmmmm.......B is, um bigger 'cause it has more stuff in it.

Car of hungry people: (Right.) So what's in the enchilada?

Drive-thru girl: It has, a, uh, round thingy, kind of, and, uh, it's a tort, and cheese.

Car of hungry people: So to be clear, the enchilada is a tortilla with cheese.

Drive-thru girl: Uh, yeah.

We finally communicate our order and pull ahead to retrieve said food and.......... wait for it......there's a blue bra with boobs staring at us instead of drive-thru girl.

So. If you would like partially-warm burritos, some of your order forgotten so you have to turn around and retrieve it AND a peep show. Whitecourt TT is your place.

GRADE: D-