Unfortunately, many restaurants forget they aren't just selling good food, but SERVICE. In fact, the standard formula I understand is food cost is 1/3 of the price. So 2/3 is for the convenience, service, ambiance - the overall experience. And yet, so many restaurants think that just good food will do the trick. Not in my book.
I hate long lines, slow service, inaccurate, inattentive, and poorly informed waiters, snooty employees, absentee managers, dirty establishments, "out of items" on the menu, etc. If I have to worry so much about enjoying my meal, why bother eating out? Its less aggravation eating home at 1/3 the price.
There are many great restaurants, especially locally owned ones. Unfortunately, every so often you run into an owner as described here. I once complained years ago to a local owner about roaches seen on the floor and bad service at the table. By the way, we were repeat customers. He got so wound up, he loudly threatened me with violence in front of all the other customers. His wife had to restrain him after he physically shoved me. He refused to refund my money because we had eaten the little house salad served prior to the meal. I called the police. I agreed not to press charges in return for a refund. This was pre-internet, so I could only share my experience by word of mouth. I won't take credit for it, but he was out of business a few months later!
I used to also patronize Swenson's in Mandarin. They had a great business and good product. But, it changed owners and the new guy only hired teenagers who he never really trained, especially on speedy service and followup on orders. And, he was never there - an absentee owner (a sure bet for failure in this business). They were also often out of half the menu items. We finally stopped going. He didn't last much longer either. Such a shame.
One strength of most national and franchise restaurants is staff screening and training - as well as CONSISTENT performance. More local owns, which I always prefer and try to patronize, need to learn from these guys. It's one reason the chains have taken so much business over the last few decades even though their food may be a few steps below a good local place and at an equal or higher price.
