Where The Wild Things Are... In a Restaurant and Kitchen
The book tells the story of Max, who one evening plays around his home making mischief in a wolf costume. As punishment, his mother sends him to bed without supper. In his room, a mysterious, wild forest and sea grows out of his imagination, and Max sails to the land of the Wild Things. The Wild Things are fearsome-looking monsters, but Max conquers them by "staring into all their yellow eyes without blinking once", and he is made "the king of all wild things", dancing with the monsters in a "wild rumpus". However, he soon finds himself lonely and homesick and he returns home to his bedroom where he finds his supper waiting for him still hot.
Penelope’s Version: There is always much mischief within the snarly conclave of a restaurant and its kitchen. Mischief has been known to salt itself away under stoves and refrigerators, to suspiciously conceal newly delivered cartons of supplies, especially when desperately needed. It has been known to terrorize victims from within locked freezers. As we sail into the kitchen, there are some fearsome-looking monsters. Some of us are bold and strong enough to stare into their yellow eyes without blinking. Others are not so lucky. The executive chef, “the king of all wild things in the kitchen”, dances with the monsters in a “wild rumpus”. However, he soon finds himself frustrated, forcing him to banish those who are careless or simply outright stupid.
Here is an instance where the “king” had to dance with a monster... that was really a scavenger pig, dressed as a cook...
Max decided to take his mother to a fine upscale restaurant for a very special Mother’s Day brunch. This was Max’s favorite haunt because the restaurant was designed around a magnificent open kitchen. The ambiance was tres chic, giving his mother goosebumps. Everything was perfect. It was a packed house, bursting at the seams with happy diners. An equally bustling crowd stood shoulder-to-shoulder, waiting in the vestibule, stretching their necks like a flock of cranes for a glimps at a vacating table.
Exquisite, intoxicating scents funneled out into the dining room as exotic dishes were being deliberately carried low by the impeccably clad servers. As they passed each table, diners would point to each magnificently designed platter, squinching their shoulders in delight.
Mother’s platter of Dum Pukht Chicken Biryani, (a signature dish of moist flavorful chicken, cooked in a rich, spicy concoction of spices, traditionally layered with rice, caramelized onion and dry fruits, and finished with the scent of saffron and rose water) had just been set down lovingly before her. Max’s Spice Scented Lamb with Quince and Mustard Relish swept in and graced the table as if it was being presented to the Duke of Windsor.
Mother and son exhale, taking an extra moment to beam at the spectacular culinary extravaganza that lay so impeccably before them. With brilliantly polished knives and forks poised - luscious juices oozing down the sides of their entree, crystal glasses sparkling from the reflections off their miniature candelabra - the quintessential moment had arrived.
A cook leaving the restroom yells out to the “king”, “Hey chef, we're out of toilet paper!” Suddenly all heads turn in the direction of the loud bellowing voice that transcends throughout the entire restaurant as if a loud speaker was accidently turned on.
Mother’s succulent chicken takes on an entirely different complexion! Max’s lamb went... “Bbbbbbbbbaaaaaaaaa”. The moment has melted, along with the extra side of butter. All Max can picture is the cook without toilet paper. He pushes his lovely platter away. He has lost his appetite.
Moral of the story: No matter how much the “king” strives for perfection, there will always be the risk of a combustible moment. Some are beyond anyone's control. Stuff just happens.
Here are some management essentials for handling an entire restaurant full of customers who have experienced a service trauma. This could be from the type of experience as noted in our story, or even an accidental fire alarm that goes off causing guests to abandon their food. (Doesn’t count if it's a real fire.)
The trick is to effectively nuke any remnants of a negative experience caused by such an unfortunate faus pas. A “What If” Plan, in addition to the internal toolbox which addresses the one-on-one customer service failures, or what we like to call “Burnt Toast”. (Burnt Toast is what happens to an opportunity when failing to please a paying customer. Please refer to our blog of December 27th, 2009) can be practiced with regularly scheduled drills and awareness training.
We Suggest To Keep it simple with a two point measuring system:
Major Event ~ meaning the yellow eyed monster disrupts the guests' dining experience. Something beyond management's control cannot be ignored, requiring some of the following remedies: A complimentary or discount certificate (preprinted); drink, appetizer, dessert, meal, or special stay period, if it’s within the hospitality sector. The deed must be acknowledged by the establishment, otherwise the guest will associate the incident with the fact that the interrpution was ignored. Trust me, they will never forget it. What guests will vividly remember is the noble act of the "king".
Minor Event ~ meaning something on the level of an accidental fire alarm, which may have prevented a meal to be eaten. (Non-life threatening.) If the event was caused by an internal glitch or even a fire drill, then the meals must be replaced as complimentary. If caused by something like a bomb threat, then a discount card is a nice touch, reflecting proper sensitivity towards the guests' inconvenience, even though the fault does not reside with the establishment. This too shall not be forgotten and don’t be surprised if the establishment ends up with some free media publicity. One never knows if a reporter is sitting at one of your tables. Best practice screams loudest!
~ Identify in advance who will be the designated driver in such a situation and to what degree reconciliation will be implemented.
~ Training of staff and regular drills on a monthly basis should be mandatory.
When and if it happens, staff will meet immediately in a designated area for instructions. Servers then calmly fan out to their assigned tables, letting guests know the “king” will personally speak with them, acknowledging the happening without an explanation. Explanations are performed only by the “king”. The “king” meets with his guests, acknowledging the unfortunate happening and administering whatever level of compensation is deemed necessary. These are the proper procedures for a “wild rumpus” committed by a yellow eyed monster or just the hand of fate.
If these steps are implemented, everything will run like clockwork and more importantly, the establishment will reflect they are very much in control.
Special Mention: Recipies provided for the Dum Pukht Chicken Biryani recipe by the brilliant Culinarian named Devaki. Her blog is Weave A Thousand Flavors, and the Spice Scented Lamb with Quince and Mustard Relish was created by the incredibly talented Chef Silvena Rowe.
Chef Silvena Rowe is the newly published author of a blockbusting cookbook entitled, Purple Citrus and Sweet Perfume: Cuisine of the Eastern Mediterranean: Food of the Eastern Mediterranean. It is one of several recipes shared with the Guardian, http://www.guardian.co.uk/lifeandstyle/2010/may/16/mezze-recipes-silvena-rowe
To enjoy food is to enjoy reading about it as well. It’s an evolving inspiration. It levitates us and throws light on our creative aura. I have no doubt that many of our readers will soon become published authors. Ouuu how exciting! We wish them every success as destiny awaits them right around the corner.
Caption Photo Descriptions:
1. Purple Citrus and Sweet Perfume Cook Book Cover
2. Chicken Liver, Potato and Chilli Salad ~ Purple Citrus and Sweet Perfume
3. Creamy Feta and Caramelized Leek Filo Borek ~ Purple Citrus and Sweet Perfume
4. Chilled Sweet Pea and Watercress Soup with Rose Pedal Cream ~ Purple Citrus
5. Sumac Braised Nettles Topped with Onion Seeds ~ Purple Citrus and Sweet Perfume
6. Spice Scented Spring Lamb with Quince and Mustard Relish ~ Purple Citrus and Sweet Perfume
7. Lavender & Honey Glazed Chicken with Pine Nut, Chervil & Honey Sauce ~ Purple Citrus
8. Red Mullet with Pine Nuts, Currents and Gremolata ~ Purple Citrus and Sweet Perfume
9. Aubergine stacks with Pomegranate, Mint and Yogurt Sauce ~ Purple Citrus and Sweet Perfume
10. Orange and Hazelnut Cake with Orange Flower Syrup ~ Purple Citrus and Sweet Perfume
11. Istanbul Orange and Vanilla Baklava ~ Purple Citrus and Sweet Perfume
12 * Dun Pukht Chicken Biryani ~ Devaki Weave A Thousand Flavors
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