Our first day and our first two complaints…
Pictured: The Flying Banzini at night with the windows open. I LOVE our little sidewalk patio.
In my years in radio I had lots of complaints. They were usually “You play too many commercials” or “the music you play sucks.” And, people felt OK about complaining because music is very personal and listeners feel a sense of ownership in the station that they listen to. As to the latter, though, I used to always think to myself that if you think the music we play sucks they why are you listening at all?
I have a feeling that the restaurant business may be the same in that people feel a sense of ownership in the joint. They want it to be their restaurant and when it’s not what they want they feel disappointed.
We have kinks to get worked out, that’s for sure. We have a long way to go brining everyone up to where we want to be. But, my staff are great, they are all working really hard at getting better, and we are improving every day so we will get there.
On day one I gave two complimentary meals away because we failed to live up to what we promise. In other words, I want to deliver X and if I fail to deliver X then that is my fault and you should not pay for it. I broke my word to you. I will make it right.
The struggle I am probably going to have is how to deal with complaints that are outside of my promise. For instance, on day one I had one customer who was very, very unhappy and left after having her money refunded. She deserved a refund because we were a LONG time in delivering her sandwich. I invited her back for lunch another time for free to give us the chance to get it right but she declined saying, “I am never coming back it’s too salty and too noisy.” Fair enough. But what I can’t understand is if you find it that noisy why did you decide to eat with us at all? We are noisy. I totally agree. And, we use a lot of salt. I don’t think too much but that’s my taste, I suppose. But, it’s sort of what we are. I can’t change that. I kind of like it. We are a bit of a hubbub. Lots of running, cleaning, raised voices, etc when we are busy. Think busy Manhattan diner and you probably will have a good picture of the noise.
The awesome part of noisy, though, is that I am having no problem having a conversation with the people seated beside me. I think it’s the wood ceiling. We have LOTS of noise of it’s not hard to hear the person you are sitting with. Good. Very, very good. When I dreamed The Flying Banzini up 18 months ago I always pictured it as a noisy place. And, it is when we are full.
The other complaint was that are menu is not basic enough. This was from a customer who was hoping we would have some very, very basic offerings like grilled cheese sandwich. I will ponder this for a while. My first instinct is that this just isn’t who we are. We make some pretty wacky stuff, all of which I think is pretty fantastic. But, just as I made a point of offering some really interesting vegetarian offerings, perhaps I should also offer one or two basic things.
Yesterday, for the very first time, I sat down and had supper off the menu. Up until now I have always been tasting and sampling. I had a Big Town Playboy. I know it’s my joint but, wow. That was one great freaking pizza. My friend Bruce reports that his Steve McQueen beet pizza was “the best pizza I have ever had.” OK. He’s my friend. But, still, that makes me feel pretty good.
Onward and upward.
Dave
Here are our very first customers… thank you so much for coming in. I have met them previously at the coffee stand in Thyme and Again. And elegant couple from the neighbourhood.
We bought a dozen of your mini cheesecakes yesterday, both sweet and savoury, as takeout, and have absolutely NO complaints … they were all delicious. We will definitely be back and are looking forward to trying out your wacky menu, which is our kind of food, as soon as you receive your liquour licence ! Good luck with Day Two !
Dave,
As I’ve discovered with portrait photography - you can’t please everyone. It’s a sad reality. People also want something for nothing.
I’m looking forward to popping by!
Sarah
Too salty?? Humbug! It has long been my complaint that Ottawa’s food often is lacking in taste. It was such a revelation to have something that tasted SO GOOD! My “Zooma Zooma” had SO MANY complementary flavours - it was the BEST SANDWICH I’VE EVER HAD!!!
As the previous comment stated: “You can’t please everyone” but Dave, you’re darn close to making that statement false!
Keep up the good work!
I agree with the previous commenters, Dave. Your menu is fabulous just the way it is. If a person wants a “plain grilled cheese” they can by a loaf of bread and a package of cheese of slices! If they don’t want anything that is on your menu then they should find another place to eat! After all, one of the reasons for eating out (in my opinion, anyway) is to enjoy something new and/or something you cannot easily make at home… and if a person doesn’t see something that tickles their fancy on your menu on a particular day, it is not your fault - and they can always find another restaurant that day… if they want food with little or no flavour, they can go to gezellig down the street…
I was dying to come in after hearing about it, reading the menue etc, my friend Heather and I were not disappointed, great staff, great conversation with owner, too much salt, where… there are many places that the food has absolutely “NO TASTE” What so ever, and you can get a grilled cheese anywhere, in the area won’t mention names, at even Ridiculous prices…… $$$$$ so if they want a grilled cheese there are places to go,..People that come back come first for the Food that you offer, your service and then ambiance…. great….. What is missing, nothing, you are giving the place your flavor, just as a photographer does by how he sees, shoots and the end product… yours just has “tasting involved” and more steps.. a vision is a vision.. and usually on the money….I am not a fan of any fennel, that is my one a only “pet Peeve” and most interesting combos had fennel something… so I got chicken.. loved it that pizza dough was to die for, I am a good cook, and love good food… and yours is Great… a wonderful light lunch of salad and soup combo would be a great alternative to a carbo laden choice for those days when we feel the need of restraint. Also with winter coming,.. Bigger Hot bowls of soup, or a fantastic “Banzini Chilli” might be an added attraction… that is all I can think of, there are Hot Dogs, and Grilled Cheeses a plenty in the area… you stand out and Hit the mark all at the same time… love it…Maria
I should add that I don’t believe that every restaurant should (or can!) meet the wants and needs of every possible customer… if you are on a low sodium diet, finding a place to eat out will be tough, but from what I have tasted, the Flying Banzini is definitely not the worst “offender” in Ottawa when it comes to salt (you use the “right” amount, in my opinion)… if you have food alergies or intolerances, then, again, not every restaurant will be able to accomodate you, and to expect them to is unreasonable, I think… And I say this knowing that there is not much on your menu that my sister can eat - she can’t have dairy, wheat or yeast, so we have lots of experience trying to find restaurants that she can eat at, but we never blame a restaurant for not having stuff on the menu she can have… to get her to experience the Flying Banzini, we will likely have just a glass of wine and a bowl of potato wedges… and that is fine!
My friend and I came on Friday and we were both blown away. Only disappointment was no ice cream to try. Oh we’ll we will just have to come back oh shuckslol
‘The customer is always right’ - maybe not in private discussions, but they should be regarded so publicly.
Just sayin’.
Sorry… I don’t want to be misunderstood. I have NO problem with any complaint or criticizm of ANY kind. None. I am glad to field them. Glad for any and all feedback. I have a simple philosophy, “The best idea wins…” There are many, many little touches in The FLying Banzini that come from social media input. I LOVE soaking up others’ ideas.
All I was intending by the post was to reflect my turmoil in how to deal with a complaint that is within my brand. In other words, we are a noisey joint. No question. So, when someone’s complaint is that we are noisey, I am uncertain how to respond. I do my best to simply be open an honest with people — customers and staff. We are what we are.
We were in with a family of five and loved it. It was the height of lunch, the place was full and it was noisy, but we could talk easily with our big table. I saw another big table of five easily conversing as well, so I don’t think this is something you should apologize for. I think it is perfectly ok to let the customer know you are sorry it is not her kind of joint, but don’t change the joint if this is what you had pictured because it is cool the way it is.
On the simple offerings side I am a bit torn. You have so many great offerings, but it might be difficult for a family with young kids. Might be nice to offer a “Sweet and Simple” pizza or panini. Something that could be sent out quickly to keep the kids busy. That being said, my son is one of the most picky eaters in all of the world. He had the “The Little Less Conversation” and he not only ate it, he loved it!!! Not sure this would have been the case a year ago though and we might have had to skip the joint for that reason alone. That would have been a real shame.
Dined at your “joint” and had a fab meal. Yes it was noisy but it was alive and FUN! Ottawa is often referred to as the town that fun forgot. Perhaps the Flying Banzini is on the way to changing that. Ideas are always evolving and I am sure you will tweak things as time marches on but please don’t change too much! This city needs fun places.
I enjoyed my meal and will be back shortly. Too much salt? Well that is a personal choice but as others have commented the menu and flavours are right on for taste.
Thanks Cam. Very uplifting comment. As I said to all the Little Banzinis… this better be fun. If it’s not, we’re doing it wrong.
Oh Dave - Last year I took my father to a fish place down the way. It was also noisy the first time I dined there, so I made a point of asking when they were a little less busy. We came back before the rush, and enjoyed the place immensely, without issue.
If any one has issue with noise - they could certainly take this into consideration … go before or just after the lunch or dinner rush - it is certainly worth the visit.
Thanks Mimi. Very good advice. And, something I will adopt as my approach in a lot of areas.
I am leaning towards a kids menu — VERY small that is not on the wall but wudl be offered to those those in line if they have kids with them.
I’ve got three kids and they have very different preferences. There is something on the wall that any of them would be happy with, so I wouldn’t stress the kids menu, honestly. You’ve got a basic cheese pizza option, and you’ve got potato wedges.
If you do offer a kids menu, I hope it is in keeping with your regular menu and not the usual fare that kids menus contain. Your food options are simple and classy, and the sort of food I want my kids to eat.
Nothing irks me more when eating out than going to a place that has great food options for adults, but a lousy kids menu. What I like seeing in a kids menu is a slightly less complicated version of the adult options in smaller portion sizes. Something like the 1/2 the Zooma Zooma, but w/o the tomato, onion, arugula and horseradish, with a side of wedges, for example — just that delicious melt-in-your-mouth beef and cheddar cheese, and enough finger food to keep the kiddos happy while Mom and Dad eat.
Of course, this might be your opportunity to add a classy grilled cheese panini to the menu.