Whale Cottage Portfolio Blog

A recent blog post by chef, Eat Out Top 10 restaurant judge and owner of Wild Woods restaurant, Pete Goffe-Wood, is the inspiration for evaluating how ready Cape Town’s restaurants are for the World Cup, a mere three months away today, and for becoming world class.

Goffe-Wood wrote that the local restaurant industry is “teetering on the brink of greatness”, and encouraged his colleagues to “make the leap” to offer the “foreign market waiting to be fed, educated and entertained and we must make sure that we give them what they came for”.    Goffe-Wood identified complaints about high food and wine prices, poor service, and inconsistent food quality as being reflective of problems facing the restaurant industry.

He explained how wine-markups of 200 %, whilst creating outrage, is the norm, and that restaurants have to follow wine producers when they increase their prices every year.   Goffe-Wood is critical about the lack of restaurant reviews in “print media”.  He believes that the industry needs “positive input from informed and educated sources”.   Service , he says “is not to be subservient”, and he seeks a “more professional attitude towards the service we provide”.

So what do we as customers say to restaurants in response to Goffe-Wood’s self-analysis, and to guide them to greatness:

1.  First, well done Pete, for acknowledging that not all is perfect, and for wanting to lift the standard for the restaurant industry in Cape Town.

2.  We expect consistency in a restaurant’s food quality, service, and value-for-money, plus an attractive and interesting decor, and an undefined feel-good factor of “I like it here - this is a restaurant for a person like me - I will be back”.

3.  Please answer your phones when we call to make a booking, rather than letting us speak to an answering machine, which may or may not return our call.  Have friendly staff that understand the language we speak, and that can spell a basic name like “Chris”!   Even better, recognise and acknowledge our voice as regulars when we call

4.   Trust us as customers when we have made bookings at your restaurants - confirmation calls are soooo irritating.  Allow a 15 - 30 minute cut-off time, for late arrivers, and then offer the table to the next walk-in.  By all means ban customers if they are habitual late-arrivers, or even worse, non-arrivers!

5.  Retain your staff - we see staff turnover even in the best of establishments, and it is often the staff relationships that maintain the relationship consistency and that influence the service perception we have of your restaurants.  Please do not let your new waiter train on me!   Start an industry initiative, to not appoint the waiter/kitchen person running off (often without notice) from one restaurant to another.

6.  Train your staff - start with the wines.  When the waiter does not understand the word “vintage”, I shudder, and wonder why you did not start at the beginning with your training, or why your winelist cannot list this important detail.

7.  Why do we as patrons have to pay the salaries of your staff via tips?  It is the only industry where the onus lies on the client to make such a payment.  Almost two years ago the Department of Labour promulgated the Sectoral Determination for the Hospitality Industry, and it demands that staff be appointed on a full-time basis, with a monthly salary.  I know of few restaurants where this legal requirement is being applied. 

8.  Charge fair prices.  It’s tough for everyone at the moment.  Price increases of up to 50% (Reubens) and exorbitant World Cup prices (Beluga and Sevruga) alienate customers and make you look greedy.  The days of hoping that tourists alone will fill your coffers because of their foreign currency are over. 

9.   The marketing of restaurants is very poor.  Blond sexy “poppies” in ads does not crack it for most of us!  Few restaurants have websites, and the fewest restaurants seem to understand search engine optimisation, in making sure that patrons can find more information about their restaurants on the internet.   If one does a Google search, restaurant websites often are ranked lower than reviews written about them by industry websites such as Eat Out, or by bloggers.   This means that prospective clients are not hearing the restaurant marketing message directly.   The fewest restaurants in Cape Town understand the power of Social Media (Pizza Club, Cafe Max, Nook Eatery, Arnold on Kloof and Jardine are the few on Twitter) and Goffe-Wood Twitters and blogs very occasionally only.  I am not aware of any restaurant which has an integrated social media marketing strategy! 

10.   Your customers have become your reviewers, horror of horrors, and they say it as it is.  No more white-washing, no more ‘incestuous’ relationships between reviewers wishing to remain best mates with the chefs.  Bloggers are evaluating restaurants as the man/woman in the street would experience them, and the more honest they are in writing about what they experience, the more their evaluations are valued.   Banning them from your restaurants, as Le Quartier Francais, Carne and Beluga have done, if they have given you a critical review, is not productive, and it means that the restaurants will not improve if they cannot accept feedback.

11.  Treat us with honesty - do not con us with a marketing claim on your website, that is not true - as does Carne, which claims that all its meat is organic and comes from the Karoo, which has proven to be not true.  The dishonest claim remains on the website!

Restaurant patrons will forgive a restaurant many sins if they feel comfortable and “at home”; if they feel respected, even if the feedback provided is not always positive, provided in the interest of making it better;  if they are kept up to date with information from the restaurant; and if restaurants learn to say thank you for regular patronage, for a review, or for business sent to them by a regular client.  Not too much to ask, is it?!

Chris von Ulmenstein, Whale Cottage Portfolio: www.whalecottage.com

For being one of three judges for the annual Eat Out Top 10 Restaurant Awards; being known as a celebrity chef, restaurant consultant and food alchemist; and presenter of the Kitchen Cowboys cooking workshops, our first visit to Peter Goffe-Woods’ new Wild Woods Bistro & Bar, at the foot of Chapman’s Peak Drive in Hout Bay, was a disappointment.   Our expectation was of a quality restaurant, that reflects what top restaurants aspire to : good food, good service, good ambiance, and if one is lucky, a good connection, which makes one feel that the restaurant is one that one would like to return to again.   Sadly, this expectation was nowhere near met, and it appears as if Goffe-Wood is not serious about his new venture.  Given the stature he holds in the Cape Town food industry, and being a judge of other restaurants, Goffe-Wood may seriously disappoint his followers, and may even damage his reputation.

We sat on the terrace with a fantastic view across to the Hout Bay landmark The Sentinel, for a Saturday lunch, and our first surprise was that we were seated at a very battered looking wooden table.  My first reaction was to ask the waiter if he would bring the tablecloth, as the tables inside the restaurant all have one, but those on the terrace do not.   There is no attempt to even cover the well-worn tables with place mats.   The decor inside the restaurant is very basic - the table-cloth covered tables, wooden chairs, and very basic and functional lighting, with a bar counter, behind which the Manager Rory was to be seen most of the time, even though most of the few clients sat on the terrace.  The word “unpretentious” came to mind immediately - paper menu, paper serviettes, the decor (or lack of it), and the battered tables.

We were asked for our meal order immediately, and were not offered a winelist.  An ordered beer never arrived.   Our waiter was friendly, and took the order efficiently, and brought us bread with only one place setting, but brought another when requested.   The bread was lovely, clearly home-baked.

The menu lists eight starters, ranging from R 45 (mussels, chicken liver parfait and two salad choices) - R 60 (gravadlax, caprese salad and cured ham).  The main course list was commendable, in that Goffe-Wood has clearly capped his prices at R 100, for a substantial plate of food, offering seared tuna, sirloin steak and lamb rogan josh at this price, mushroom risotto at R 60, angel fish at R 75, and chicken breast, pork belly, veal brisket, hangar steak, and a sirloin and egg sandwich range between R 80 - R 90.   The pork belly was served with a generous portion of mash and a little spinach, and was most crispy and delicious.  I would have preferred to not have the gravy, which is not mentioned on the menu.   The steak and egg sandwich was a substantial meal for a hungry student, and the chips tasty.  We did not have any of the six desserts offered, at R 40, nor the cheese plate at R 60.  Having seen the menu on the website before we came, just 2 days before our visit, I was disappointed that it differed so vastly from that which we were presented.

The menu carries the S A Sustainable Seafood Initiative logo, so subtle that most would not see it or recognise it.   The menu has a welcome non-smoking sign on it, and welcomes “restaurant friendly children”.

The Manager Rory only spoke to us when we asked about the lack of 3G connectivity in the restaurant, especially outside, and he confirmed that they struggle with it too for their credit card machines because of the mountain.  This prevents the patrons from being able to Twitter, which Goffe-Wood should attend to, being on Twitter himself.   Rory previously was a restaurant owner himself (Rory’s in the City Bowl and Observatory) before he opened a restaurant in Arniston. 

Goffe-Wood was not seen at all, being in the kitchen,  which is a good place for him to be for the benefit of his clients, but connecting to his customers in these early days of his restaurant opening would go down well, especially as he is a very likeable and sociable person.  Goffe-Wood’s charming wife Elize was not at the restaurant. 

The waiters need training, our waiter not only forgetting the beer, the Manager nor the waiter checking our satisfaction with the meal, the waiter removing our plates while we were chewing the last food on the plate, and the waiter wanting to take our money before we had finished our coffee or looking ready to leave. 

Wild Woods Bistro & Bar, Main Road, Hout Bay (next door to Chapman’s Peak Hotel), tel 021 791-1166, open Tuesday - Saturday evenings, and for Saturday and Sunday lunch. www.wildwoods.co.za Twitter  @peteGW

Chris von Ulmenstein, Whale Cottage Portfolio: www.whalecottage.com

The Sweet Service Award goes to Lourens and his Workshop team at Paarl Motors, for managing to get the replacement of a gearbox covered by a Mercedes Benz Maintenance Plan, which the car manufacturer had said had expired, despite the gearbox having been ordered 3 months ago.  Instead of having to pay R 20 000 for the replacement, or 50 % of this under the maintenance plan, Lourens managed to persuade Mercedes Benz to not charge at all.   This is the second Sweet Service Award which has been awarded to Paarl Motors.

The Sour Service Award goes to Cinema Nouveau in the V&A Waterfront.   The cinema appears to have no manager on the floor, the manager’s office being upstairs and hidden from the ticket sales area, where most of the problems occur.  The staff have attitude, are rude to their customers, constantly change, book one against the wall when one asks for a ticket on the aisle, and often do not even man the ticket booth and expect one to buy the ticket at the refreshment counter.  The staff do not match the quality of the movies shown at the movie house, and have no interest in assisting clients when there is a problem.  There is no way one can complain about the service, as there is no telephone number for the Waterfront branch - all calls go to a central call centre, and calls are not returned.

The WhaleTales Sweet & Sour Service Awards are presented every Friday on the WhaleTales blog.  Nominations for the Sweet and Sour Service Awards can be sent to Chris von Ulmenstein at info@whalecottage.com. Past winners of the Sweet and Sour Service Awards can be read on the Friday posts of this blog, and in the WhaleTales newsletters on the www.whalecottage.com website.

The new Tokara DeliCatEssen, which opened late last year on the Tokara wine estate in the Helshoogte Pass, has everything going for it as far as its beautiful setting and the large spacious L-shaped building design goes, but the management of it and its service was close to a cat-astrophe yesterday. 

Tokara wine estate has long had a strong following, with excellent wines being produced under the Tokara and Zondernaam labels.   Its restaurant, run by once-top restaurateur Etienne Bonthuys, used to have a strong following, but Delaire Graff across the road will have taken business away.   Due to the new deli, one can no longer park at the side of the Tokara winery building for the restaurant, and one has to enter via a gate which leads one to the winery as well.  One almost feels that Ferreira is cutting business off from the Tokara restaurant, as signage only leads one to the delicatessen.   It has been rumoured that Bonthuys would be setting up a new restaurant in Stellenbosch.

Tokara owner GT Ferreira invested in a major revamp of his wife’s original Oil Shed, a little further down the road from his winery, and has created a delightful-looking open plan delicatessen and restaurant serving breakfast (until 12h00) and lunches.    It has a large outside terrace, next to a large water feature, and children are well-catered for with a tree-like jungle gym.   No expense has been spared in the building.   An interesting “chandelier” made from white tree branches attracts attention as one arrives inside the deli.

Shelving along the back and side wall displays Tokara wines and its olive oil products, and also traditional deli-type products like pastes, biltong and dry-wors, jams, breads and cakes.   Separate counters with chilled tops displaying chocolates from a chocolatier in Betty’s Bay and cheeses are in front of the shelves, and one is not sure if one may go behind them, to take products off the shelves.   Pastries and muffins can also be bought.

A chap called Del, wearing a green shirt, runs the deli section and its till, but this is not clear nor indicated as such when one arrives, as it appears that the deli and restaurant are one and the same thing.  The only thing that sets him apart is his shirt colour, as the regular waiters wear a white T-shirt, so the assumption was made that Del was a manager of sorts.  As his station is closest to the entrance door, one gravitates to him naturally, when asking for a table.   Arriving at 11h45, and not seeing any “Reserved” signs on the tables, a table was requested for a quick breakfast.  Del’s instant response was that all tables had been booked - however only half of the tables had clients sitting at them.   He went off to ask a manager if he could make a table available, and  was given permission.  But I was told clearly that I was only allowed to occupy it for half an hour.   I ordered a cappuccino, a glass of water and scrambled egg off the breakfast section of the menu, and had to chase the coffee and water as it had not arrived by the time the egg was served. I was told that “our drinks department is very busy m’am”.  More and more guests left, and even more tables were available by the time I left half an hour later. 

The scrambled egg arrived with bacon, a croissant and a container of grated cheese, which was not stated on the menu, so toast was requested.  This arrived as wholewheat toast, which was not requested.  The waitress was asked for white toast, and said they do not have it, as they serve healthy foods.   The kitchen did manage to find a slice of white bread,  and it made a lovely piece of toast.   The very soft butter was served in an egg cup, which was a nice touch as far as the container was concerned (one of only two nice touches I saw).   The scrambled egg was most unspectacular.

The theme, as emphasised in the brand name, is on cats in the menu (not taken through into the decor though), and the menu reflects the theme of a cat in the logo, and cat illustrations in the inside cover of the menu.  The menu asks “Cat got your tongue?” and states that “Curiosity killed the cat”.  Little cat illustrations are spread throughout the small, badly-handled paper menu.   Breakfast options are a health breakfast (R35), coconut bread and jam (R 22), scrambled egg and bacon (R35), and baked egg and spinach (R 25).   A nice touch is a children’s breakfast choice, of corn flakes, and scrambled egg.  

Lunch is a buffet on weekends, and is beautifully presented and displayed deep into the restaurant - it is so far from the entrance or the terrace, that one would not know that it is set up.   It costs R 18 per 100 gram weighed, and yesterday the salad choices were Panzanella salad (chickpea, mixed greens and tomato), Chremoulla salad (radish, cucumber, tomato and basil), tuna salad, a salad of carrot, pumpkin, and sweet potato, a fruit sald, roast chicken, pork, and a fruit salad.   Wines on offer are Zondernaam (R 85 for the whites and R 110 for the shiraz) and Tokara (R 135 for the Sauvignon Blanc - R 360 for the Tokara Red).

In the half an hour of being at Tokara, I was seated by Del, and served by 3 waiters.   Madeleine was the most organised waiter, but things really fell apart when it came to leaving and paying,  Other than Del, who had imposed the half an hour deadline on the use of the table, no other staff seemed in a rush to get me out of the restaurant.  No bill arrived, and as I could tell Del what I had ordered, I moved to where he was.   He had a packet of dry wors I had selected.  Then came the surprise - he mans the deli computer, and can only take payment for the deli items, but not for the food eaten.   Right at the other end of the restaurant is the restaurant computer, on which system one can pay for deli items and the food eaten!  The only problem is that six waitresses were waiting in line to access the one restaurant computer, while Del was standing idle at his deli computer!   It took 10 minutes for the waitress to bring the new total bill, unusually presented inside a Tokara-branded Tetrapak milk carton, and another 10 minutes for her to come back with the change.   While waiting, I observed a customer wanting to buy Tokara wines and olive oil, having taken them off the display shelf.  He was told that he was allowed to buy the olive oil but not the wine, as one is not allowed to sell wines in a venue in which it is also served.  The customer was muttering because he was expected to drive 500 meters down the road to the winery, to buy it there!

When asked if one could speak to Anna-Marie Ferriera, GT’s wife and owner of the new venuture, or to Kara, the chef daughter, I was told that they are on holiday until the end of the month.  A lady in a purple top could have been a Manager, but she did not come to the customer tables at all, and seemed quite distant.

The Ferreira fortune behind the venture is evident when one reads that the deli was closed between Christmas and New Year, one of the busiest times of the year in the Cape. 

Tokara DeliCatEssen, Tokara wine estate, Helshoogte Pass, open Tuesday - Sundays from 9h00 - 16h00, tel 021 808-5950, facebook

Chris von Ulmenstein, Whale Cottage Portfolio: www.whalecottage.com

A recent letter to the Cape Argus by reader Merle Kaplan about rising prises and decreasing levels of service in Cape Town over the Festive season was food for thought.   Our response to her letter, sent to the Cape Argus, was as follows:

“While not a restaurant owner, but a frequent restaurant user, I cannot agree with Ms Kaplan about price increases.  I want to commend our restaurants for holding their prices in these difficult times - they probably have no choice anyway.  I must immediately exclude the mad prices charged for New Year’s Eve dinners and entertainment, with up to R 2 000 per head charged for 3 or 4 courses, 2 free glasses of  bubbly, and some entertainment.  

A sensitive point raised is that of staff.  If Ms Kaplan had any idea about how difficult it is to run a hospitality business, then she would be more sympathetic to the staffing problems our industry experiences.   Realities are no-shows of staff - something else comes up or they want to go out with their friends, who are all on holiday.   Staff move from one job to another on the basis of a few Rands, without giving the required notice period, as per their contracts and the Department of Labour’s Sectoral Determination for the Hospitality Industry.   Students are a fantastic source of help, but they need to be trained.  Students do not appear to be as “hungry” as they used to be, and they too would prefer to spend the Christmas and New Year’s days with their family and friends and forego the income.   Unfortunately not arriving at work is not a “dismissible offence”, as Ms Kaplan claims - one can issue 3 letters of warning and then hold a disciplinary hearing before one can even contemplate firing an employee.  Then the restaurant owner is still guaranteed to be called to the CCMA, or the Department of Labour. 

But hardest of all, is the extreme short-term nature of customers’ decision-making.  Last minute bookings, or arrivals without a booking, must be a restaurateurs’ worst nightmare, as they cannot predict how many customers they will have each day - this affects planning for stocks and staffing.   Restaurants experience good and bad days, and there is no pattern to predict when they will be busy and when not.

I also think that after a quiet year due to the credit crunch, during which everything went at a slower pace, it is hard for restaurants and their staff to pick up the pace and deal with full restaurants again.   All our businesses have become leaner, due to the credit crunch.  Cape Town’s hospitality industry must get out of the credit crunch mode, and must gear up to face the busiest June and July ever during the World Cup.”  

Chris von Ulmenstein, Whale Cottage Portfolio: www.whalecottage.com

The Sweet Service Award  goes to Graeme of the Spar Gourmet Food Store in the new Cape Quarter, owners of the Andiamo Espresso at the entrance to the centre.   The most delicious ice creams are served at Andiamo, beautifully displayed.   The staff had incorrectly labelled the ice creams, therefore serving a hazelnut ice-cream instead of the requested coffee-flavoured one.   Realizing the health implications of such an error to a person allergic to nuts, Graeme apologised to the customer, and refused payment for the ice-cream.

The Sour Service Award  goes to Mrs Govender, the owner of MIlky Lane at Cavendish Square.  The customer wanted an apple pancake which appears on the menu.  The staff said they did not apples, despite the centre having a Woolworths, and a Fruit & Veg City across the road.   Mrs Govender said that due to a bomb scare in the centre at midday on that day,  eight hours earlier, no apples had been bought!   Mrs Govender showed no customer interest nor understanding.  She even allowed repair work, utilising angle grinders, at her Nando’s outlet next door, to the irritation of all Cavendish shoppers sitting in the foodcourt.

The WhaleTales Sweet & Sour Service Awards are presented every Friday on the WhaleTales blog.  Nominations for the Sweet and Sour Service Awards can be sent to Chris von Ulmenstein at info@whalecottage.com.   Past winners of the Sweet and Sour Service Awards can be read on the Friday posts of this blog, and in the WhaleTales newsletters on the www.whalecottage.com website.

The Sweet Service Award  goes to OYO restaurant in the V&A Hotel in the Waterfront, which invited a number of writers to a yummy crayfish lunch, to try out its crayfish special of R 185 for 500 grams (the same offer is available at Salt restaurant in the Ambassador Hotel).  The restaurant has bought a 7-ton pre-allocation of crayfish, giving it 14 000 crayfish tails.   The crayfish is served grilled or cold, depending on the diner’s choice.  It is served with a choice of three sauces: lemon butter, garlic, and peri-peri, and home-made mayonnaise.   The main course was preceded by a most beautifully decorated 5-oyster dish served on a bed of coarse salt, served in 5 styles: dukkah, Bloody Mary, tempura, verjuice and pickled.  The Boschendal Brut Rose’ was an excellent match to the seafood lunch.   The dessert was a beautifully presented cherry and champagne jelly and ice cream with a fine biscuit cup holding a finely chopped fruit salad and served with a Rooibos African Ruby Vermouth made by Klawer Cellars.   The Friday afternoon lunch was the perfect way to end off a busy week.   The OYO name comes from the shape of two plates and a cocktail glass in the middle, a waiter explained.   The service from the waitrons was very attentive.

The Sour Service Award goes to the Minister of Police Nathi Mthethwa for wasting R 235 000 of taxpayers’ money when he stayed at one of Cape Town’s most expensive hotels, The Table Bay Hotel in the V & A Waterfront, for 17 days, while his parliamentary residence was being renovated.  His accommodation included stints in the Presidential Suite when the hotel was allegedly fully booked on some nights, as well as accommodation for 5 bodyguards and 2 officials.  The Minister denied that he had made the hotel arrangements, blaming  “officials in his office”, according to a report in the Cape Times.   He also claimed to not know the high prices charged by the hotel.   A week later The Sunday Independent reported that the same Minister spent R 578 499 at the Hilton Hotel in Durban.   He justified this expenditure as accommodation for a crime prevention roadshow!

The WhaleTales Sweet & Sour Service Awards are presented every Friday on the WhaleTales blog.  Nominations for the Sweet and Sour Service Awards can be sent to Chris von Ulmenstein at info@whalecottage.com.   Past winners of the Sweet and Sour Service Awards can be read on the Friday posts of this blog, and in the WhaleTales newsletters on the www.whalecottage.com website.

A first visit to Table Thirteen, on the recommendation of Cormac Keane of Portofino, on a Saturday morning, was perfect in terms of service delivery, the generousness of the egg and bacon breakfast served, and the personal interaction from the Manager and chef Eileen.  As the owner Lara O’Sullivan was out of town, Eileen was happy to provide information.   

The menu on the deli board changes daily, and can include sweet pea and broccoli soup (R 38); homebaked ham truffle mushroom phyllo pie (R 70); grilled Norwegian salmon with feta and spring onion polenta (R 80); bacon, parmesan and thyme tart and salad (R70); Greek olive and artichoke chicken served with spring onion polenta and salad (R 70); and spinach, broccoli, and olive Quinoa with roast vegetables and salad (R 60). What is wonderful is that breakfast is served all day.   Bread and cakes are baked on the premises.   Sandwiches and salads can also be ordered from a printed menu.

The restaurant is located inside a shared space with T&Co, an interior design shop owned by Tanya Sturgeon, who bought the building, and has recently opened a T&Co in Johannesburg too.   Crystal chandeliers decorate the restaurant, and it has an eclectic collection of chairs, very few matching but this creates a fun interior.

A second visit a few days later disappointed when Eileen had left already, and had left the running of the restaurant to the waitressing and kitchen staff.  The waitress ignored the client until she was called for service, she served the bread and soup without a serviette and a knife, and served the apple tart with crème fraiche when fresh cream had been requested and confirmed.   Miraculously some “cooking cream” was found in the kitchen, and complemented the apple tart perfectly.   A quiet word spoken by Tanya, who happened to be in the restaurant, to the Table Thirteen staff improved service dramatically, and she instructed them to comp the meal, a generous and unexpected service recovery.

Table Thirteen is open on Mondays to Fridays from 8 – 17h00, and on Saturdays from 8h00 – 14h30.   It is located in Unit 78, Victoria Junction, Ebenezer Road, opposite the Green Point traffic department, and around the corner from Beluga, Green Point. Tel 021 418 0739.

Chris von Ulmenstein, Whale Cottage Portfolio: www.whalecottage.com

The Sweet Service Award goes to Paarl Motors.   A customer locked the keys in the boot of the car.  The spare keys were in Cape Town.   Fortunately the customer had left the windows of the car partly open.  The internal boot release would not work as the alarm went off once the car door was opened.  The customer called Paarl Motors, and the Service Manager Dougie Taylor was of the opinion that the problem could be fixed via the car battery.  The customer was not able to do the technical procedures, and therefore two mechanics were sent from Paarl to Franschhoek, to assist the customer.  With telephonic guidance from a colleague, the two mechanics managed to get the internal boot release to work, and the customer could get the keys out of the boot.  When the customer called Dougie to thank him and his team, and to make arrangements for the payment of the service, Dougie declined the offer for payment, saying it was part of the service they offer at Paarl Motors!     

The Sour Service Award goes to ADT in Paarl.  The customer had picked up that an accidental alarm activation had not lead to a call from ADT in Paarl.  ADT was called, and they stated that they had not picked up an alarm signal.   It being a Sunday, the technical assistant said that he would leave a message for his colleagues, to visit the premises the following day, to check the alarm.   By lunchtime the following day, no call had been received from ADT, and therefore the customer called again.   The technical advisor had no record of a message about the alarm, but promised to send his colleagues immediately.   However, he was most pedantic about the payment, insisting that the service call be paid for immediately and demanding to know the method of payment, without knowing what the problem was with the alarm.  The technicians took about one and a half hours to arrive in Franschhoek, and sat down to write the invoice before they even looked at the alarm.  Once again, they were adamant to know how they would be paid before they looked at the alarm.   It appeared that the radio receiver had to be replaced.  Before paying, the customer wanted to test the alarm, but everytime the alarm was activated, no call was received from ADT’s control centre.   However, the technicians called and sms’d the control centre, asking them to call the customer, which was hardly proof of the alarm working.   The customer was under time pressure, and had to leave, and the ADT technicians left as well, without payment being made.   No ADT executive followed up to check on the customer’s satisfaction, nor to clear the payment issue.  An invoice was sent by ADT to the customer by post, and was paid, as a subsequent test of the alarm showed that it was working again. 

ADT RESPONSE:   “Adrian Good, Regional Managing Director of ADT Security Western Cape, said, “Thank you for highlighting this although the technician was testing the system correctly, he seems not to have communicated the process he was following adequately to the customer. I will address this with him and our other technical staff.   For more information on the testing procedure: When testing an alarm system, the technician places the system on SMS testing. This means that when he triggers the alarm to test it and the signal is received by the Control Monitoring Centre an automated acknowledgement is sent by the system directly to the cell phone as an SMS. This is to ensure that alarm testing does not interfere with ADT resources that are handling potential emergencies.”

In both instances the customer had a technical problem to solve.  Paarl Motors did not talk money, nor conditions of payment before or after completion of their call, compared to ADT, for whom payment was the be all and end all, and the customer satisfaction apparently of lesser concern.   The customer holds Paarl Motors in even higher esteem than before.   Perhaps ADT could entertain invoicing service calls, as was done ultimately, as a lot of unpleasant interaction can be avoided, valuable technician time can be saved, and a better customer relationship can be maintained. 

The WhaleTales Sweet & Sour Service Awards are presented every Friday on the WhaleTales blog.  Nominations for the Sweet and Sour Service Awards can be sent to Chris von Ulmenstein at info@whalecottage.com.   Past winners of the Sweet and Sour Service Awards can be read on the Friday posts of this blog, and in the WhaleTales newsletters on the www.whalecottage.com website.

Last month The Franschhoek Month asked guest house owners and managers to provide feedback about the service levels of the restaurants in Franschhoek.   The outcome was that there are many good aspects about the service offered by the local restaurants, but criticisms were raised about the quality of service experienced by some accommodation establishments and their guests.  Guest houses fed back that they receive little acknowledgement for the business that they send to the restaurants.

We asked all the restaurants in the village to answer to the compliments and complaints that the guest houses raised, and the full article was sent to them.   In fact, 6 weeks ago every restaurant was asked to supply information to the topic, and a paltry three restaurants responded.   Two weeks ago they were requested to respond again, and follow up calls were made to many restaurants.   Calls were not all returned, and responses ranged from “we are so busy”, “if we had 5 minutes to spare, we would spend it on other priorities” and “we are so busy preparing for Topsi’s function”.   Once again, only three restaurants replied.

Can the restaurants be serious?   Can they have that little interest about a topic that should be of concern to every tourism player in our Valley?   We are known as the Gourmet Capital of the country – it is not only the food quality, but the service quality too that makes a restaurant outstanding.  

We salute those restaurants that did take the time and trouble to provide input to this article.  They reflect a care and interest in their customers which the silent ones do not appear to.

One of the newest restaurants is the Italian Allora.  Philip Aplas, the locally based owner, and co-owner of three other Allora restaurants in Johannesburg, is refreshing in his relationship building, and understated way in which he is building his business in Franschhoek.    He says:”We are grateful for every guest sent to us. We are having a dinner on the 4th of May to thank the guest houses that supported us during the season.    We are launching our Allora Miles program, to thank the guest houses that send business to us.”   The reward program will award miles for reservations made, and this will qualify the holders of the Allora cards to receive gift vouchers, and a variety of other prizes, depending on the number of miles they have ‘clocked’ up in referring business to Allora.

Haute Cabriere has been outstanding at recognizing the value of the relationship between itself and the accommodation establishments in the Valley, and hosts the establishments just before the start of the new summer season.   “Certainly from our point of view we appreciate the synergy between the many Franschhoek restaurants and the numerous accommodation establishments in the Franschhoek Valley. It is undoubtedly one of our main focuses when gearing up for a new season, to make sure that we take the time to thank these establishments for their support and brief them on any changes or developments planned for the upcoming season. On any given day during season I would say that the restaurant is 90% booked up with guests that have been booked into the restaurant by their local hotels or guest houses and we are certainly appreciative of this fact” says Haute Cabriere’s Nicky Gordon.

Gordon would like to see a reciprocal communication relationship between her restaurant and accommodation establishments:  “I do feel though that restaurants should be kept informed, by the guest houses, on a regular basis, about feedback from their guests. It is most beneficial to us to hear what comments are being received (both good but especially negative if any) so that we get an opportunity to rectify or improve on certain areas. It is certainly no help to any restaurant for a guest houses owner to just to stop sending business without phoning to follow up and hearing the other side of the story.”

Burgundy has an agreement with some guesthouses and referrals are done between them on a regular basis.  They receive feedback from the establishments as to how the customers enjoyed their meal at the restaurant.

“We do not rely heavily on Guest Houses booking at Rickety Bridge Restaurant as we are only open during the day. Our walk in trade has been really good and I think that if we were to open at night, our marketing efforts would definitely have to be more accommodation based” says Cindy Miller, of the company that manages Rickety Bridge, a popular wine estate, wedding venue and restaurant just outside the village.

“What I can say about the relationship between restaurant and accommodation is that when we launched a Tapas menu at the beginning of the season and invited 20 guest houses over two days (15 – 20 per day) to experience our Tapas– only 3 arrived”, added Miller.

Guest houses and self-catering establishments send their guests to the Salmon Bar for “great coffee, excellent breakfast - freshly baked artisan breads are a big part of this, lunch all day and dinner from Wednesdays to Saturdays.  We are seen as a breakfast and lunch venue of choice, and have more competition at night. We are relatively new (1 year) and are still building relationships” says Judy Sendzil, the owner of the Salmon Bar.   The Salmon Bar invites guest house owners who send clients to them for dinner, to thank them for the business received.

Aplas understands how vital service is, and staff training is an important foundation of his Allora restaurants.   “When we train staff at Allora, we always stress that the three most dangerous factors in the restaurant industry are complacency, arrogance, and fatigue.  All need to be managed carefully.   As the newcomers to the village, we are doing all we can to improve our service and quality levels at all times, and hope people will continue to take notice.”

Rickety Bridge has seen huge staff movement in Franschhoek.  “I think many of the points raised by the (accommodation) establishments are valid.  I have found a vast difference in the caliber of staff in Franschhoek compared to my staff in town – it has taken us ages to build a team at Rickety Bridge and we had to “import” some waiters from Cape Town and house them on the Estate!   During this time our service suffered (as did some of our guests) and it was a very painful birth from a staffing point of view. “

What I have personally found is that good waiters do the rounds – I have seen good front of house staff move around from one good restaurant to another in the time that I have been involved in Franschhoek and since I do not believe in poaching waiters and waitresses, we have endured the long road and trained from scratch” added Miller.

Gordon also talks about the challenges of staff recruiting and training:  “With regards to standards of service, this is always a huge commitment and task for any restaurant owner. We all employ largely local staff and the time and challenge spent training is often underestimated. Most of the staff have never eaten in restaurants themselves and have never heard of some of the menu items on offer that they are expected to sell to foreign and local tourists.“

“At Haute Cabriere we offer a tasting for staff before each new menu comes out and also focus on pronunciation of the dishes and a general test on the menu before it is launched. This is an ongoing and arduous task. The fact that for most of the front line staff, English is at best a 2^nd language provides even more challenges in this regard, especially when they are faced with foreigners with different accents and sometimes limited English.  These are all issues restaurants in the bigger cities do not often have to contend with as there are thousands of university students seeking part time and casual work and they are spoilt for choice! “

Restaurant owners and managers are also customers of the other restaurants, and shared their views about the service levels they have experienced in the local restaurants.   One restaurant owner wrote:  ‘Many of the staff of the restaurants that I have dined at have an attitude that is rather poor considering that they are in the service industry.   Most restaurants are manager run and it shows.   The general attitude is that they will be full with or without you. Service levels certainly aren’t up to scratch at the moment.’

Are guests and accommodation establishments too critical of the local restaurants?   The owners of Burgundy restaurants think that this may be the case: “We should keep in mind that each establishment has a character of its own. We cannot be everything to everybody.  We can only do our very best to give the customer a good experience. I have heard guests and guesthouses alike giving criticism and tearing apart top award winning restaurants in Franschhoek many times. I fail to understand this”.

“I’ve often read that the credit crunch will bring about a new order, where true service will be paramount. It is maybe time for us in the service industry to remind ourselves of the meaning of the word ’service’, and thus what it means to serve another person.   Franschhoek in general is in need of an attitude adjustment towards its patrons. Tourists aren’t here because of Franschhoek businesses, Franschhoek businesses are here because of tourists.     A continued drop in standards will kill Franschhoek as a tourist destination, and will affect us all” says Aplas.

Burgundy’s owners would like to make a difference, “but we keep to ourselves and conduct our business quietly, ridicule and backstabbing took care of that.    We are willing to work with anyone who reaches out to us. It is my personal opinion that this stunning little town still suffers of a “small town mentality” and that this will hamper its efforts to overcome the difficult times ahead.”

Gordon sees it differently:  We are very fortunate in Franschhoek to have a set up that is ultimately beneficial to both the restaurants and accommodation establishments. The food and wine reputation of the valley without doubt brings in hordes of tourists to the area and fills up both the accommodation establishments and as a result the many restaurants. A win win situation for us all!

“Is it not possible to create a tourism awareness campaign that is aimed at all residents across the spectrum, to educate and remind us all on how important tourism is (directly or indirectly) to each one of us?” a most relevant question asked by and challenge coming from Allora, which we will ask Jenny Prinsloo of the Franschhoek Wine Valley Tourism Association to address.

We need to safeguard our priceless marketing point of difference in Franschhoek in being the Gourmet Capital of the country, an attribute that is unique and unprecedented for such a small village.   We do not own this attribute for the sake of it, and will have to work very hard to have more restaurants on the Top Ten Eat Out restaurant list at the end of the year.  It is not the food quality alone that is rated – service quality, from the call being taken for the booking, the service efficiency in the restaurant in serving the food and beverages, to the speedy presentation of the bill, is also an important criterion. 

The poor response to this vital topic from the local restaurateurs is most worrying, and reflects a degree of arrogance from our local restaurants, the exact arrogance that Aplas warns us about, combined with the small town politics Burgundy’s owners write about and have been experienced by many, that can lead to our downfall in Franschhoek as far as our gourmet reputation and therefore tourism future goes.

This article was written by Chris von Ulmenstein and first appeared in The Franschhoek Month, May 2009.