Last Impressions
Ainsley Hayes: I'll ask again: for what purpose was I brought here today?
Leo McGarry: So I could offer you a job.
Ainsley Hayes: I'm asking because I do not think that it is fair that I be expected to play the role of the mouse to the White House's cat in the game of... you know the game?
Leo McGarry: Cat and mouse?
Ainsley Hayes: Yes.
—The West Wing, "In This White House" (10/25/00)
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All good things must come to an end, and so it was for my brother and my sister in law. The other night I went to the AirTran website and printed out their boarding passes. I also checked to see if their flight was running on time, which it was. So we got them packed into the car and off we went to Baltimore Washingtom International Thurgood Marshall Airport.
And what the hell kind of name is that for an airport? If my brother followed the sign from the beginning he'd be home by the time he got to the end of it. It must take gallons of paint just to touch up that sonofabitch.
ANYway.
We get to the airport and while we're waiting to check their bag, we notice the Departures board. And just like that, their 7:55 flight is delayed to 9:09. Well...at least they don't have to worry if the line slows down. But it's still only about 6:15. We get the bag checked and my brother decides that he's hungry, so we start looking around for a place to eat. This is easier than it used to be at BWITMA because they've FINALLY put in places on this side of the security checkpoint. We decided to stop in at the Bill Bateman's Bistro.
Our initial greeting wasn't the warmest, but I marked that down to the fact that this woman suddenly had three parties to seat at once. For all that, it wasn't especially busy in there.
By now, you probably realize that I don't write stories that begin with "We went to a restaurant" and end with "and it was delicious!" What you're waiting for is the next part, where something goes wrong and I wind up writing to the Customer Service department. So I'll let my email to them tell some of this. I used their "Online Comment Card" so they already have the date, time and location:
While waiting for a delayed flight, I stopped in with my brother and sister-in-law for something to eat. The waiter was friendly and efficient and we have no complaints there.
Shortly after we started eating, we noticed two gentlemen at a table nearby looking at something. It turned out that they were watching a mouse scampering around their immediate area. As we looked around, we realized that there were actually several mice running around the dining area where we were sitting. We counted at least five individual animals. We asked to speak to the manager and she was reportedly nowhere to be found. We told the waiter that we were leaving and would not be paying for our meal, although we did tip him for his efforts. He commented that he didn't really blame us, although his overall attitude appeared to be more as though he was resigned to the situation rather than surprised or upset by it. This, in effect, was my brother's last impression of the Baltimore area: a delayed flight and a rodent-infested restaurant. It was actually a little worse than this. My brother got really upset and started swearing, telling the waiter that his appetite had been "frigged up" (yeah, I don't know either) and that "I'm not gonna eat this fuckin' shit. I'll give you [the waiter] some money, because you did your job. But I'm not paying for this shit." By "nowhere to be found" I meant that the manager, we soon learned, left the restaurant and nobody knew where she was headed. Back to my note:
I realize that airport restaurants don't necessarily depend on a lot of repeat customers (who, by definition, are transient) and therefore probably don't feel required to care about the people who pass through. However, this is a small, local chain which presumably still has relatively centralized control. Therefore, as someone who lives in the area, I'm inclined to generalize my experience to the other restaurants in the chain, and I'm going to have a very hard time returning, or recommending Bill Bateman's to anyone. Yeah, I know I was baiting them there, a little bit. (Heh. See what I did there?)
I thank you for your attention and, while I'm not begging for an apology or a refund (as I said, we didn't pay for our partially-eaten meal), I would welcome your comments regarding this situation. I read once that when you write a customer complaint, you should spell out specifically what you want out of your transaction. I didn't really want much other than acknowledgment by this point, especially since the waiter was so blasé and the manager was apparently on the run. A couple of days later I got a letter from Lee Glowacki, the Area Manager for Bill Bateman's Bistro Corporate Restaurants, via US Mail. The letter was kind of long, so I'm going to cut a little and paraphrase a little. They noted that the airport location is a franchise and that while they are not directly responsible for this location, "we will do everything possible to see that your concerns with them are handled appropriately." They stressed that all feedback is invaluable, and that "excellent service, outstanding food and drinks, in a clean comfortable restaurant, is what we strive for." "We are disappointed," Lee wrote, "at our obvious lack of attention to your needs and for the staff giving you the impression we do not care." There was a promise to follow up with the Franchise Owners (capitalization his) concerning my experience. He then assured me that it was their "corporate policy, if there is ever a guest satisfaction issue that the manager on duty should be made aware of the problem, and whenever possible be corrected immediately. Obviously that did not happen with you." He closed the letter with an offer to bring it in to their Glen Burnie location for a $20 credit. So there was a pretty quick response to the problem, and while it wasn't something the restaurant could have handled immediately as such, that they made the offer despite my telling them that I didn't really want anything other than a response, goes a long way, for me. I don't know that I'm going to pop back into the BWITMA location just to see whether or not they've gotten rid of the rodents, but it was good to get the response, a promise of actual action AND a coupon that basically asks for another chance. Next up: My call to 7-Eleven and More Coupons I Didn't Really Want.






