Portofino Restaurant opened one month ago in Cape Town. It’s where The Showroom used to be – next to Bloomsbury Luxury Cars and Harbour Edge. Maybe that is why they used the same font as Porsche cars in their logo.
I recall a launch of sorts (less than a month ago), with much fanfare and excitement. A new brave venture, during torrid times. A time, perhaps, that one should be trying that little bit harder to impress? In fact, one might even suggest “bending over backwards” as the order of the day. You know, something to help one stand out, as Cape Town restaurants are seen closing down left, right and centre.
Not for Portofino restaurant, it seems. As we recount a recent email exchange between a potential customer and the owner.
These emails are published chronologically, from start to finish. So, basically, you can read each one in order from TOP to BOTTOM.
*Customer’s name has been altered since original publication.
From: AF
To: info@portofinoct.co.za
Sent: Monday, October 05, 2009 16:22
Subject: Website Contact Good Day,We’re looking to make a booking for four people, tomorrow at 17:00 for an early business dinner— would this be possible?
Thank you,
AF
__________________________________
From: info@portofinoct.co.za>
Organization: Portofino Bar & Restaurant
Date: Monday, 5 Oct 2009 18:00
To: AF
Subject: Re: Website ContactHi AF,
That’s fine. See you tomorrow.
Regards
Cormac
__________________________________
From: AF
To: info@portofinoct.co.za
Sent: Tuesday, October 06, 2009 08:49
Subject: Re: Website ContactHi Cormac,
Apologies, the dinner is only for Wednesday evening— is this a problem? If not, please put us down for 17:00 on Wednesday.
Also, will the full menu be available at 5 PM?
Kind Regards,
AF
__________________________________
From: info@portofinoct.co.za>
Organization: Portofino Bar & Restaurant
Date: Wednesday, 7 Oct 2009 19:54
To: AF
Subject: Re: Website ContactHi AF,
On behalf of all of our staff who came in early to make and serve your food (we normally open at 6.30 I would like to thank you for messing their day up and more seriously disrupting my afternoon nap.
Please do us all a favour and don’t ever book a table at my restaurant again.
Regards
Cormac
__________________________________
From: AF
To: info@portofinoct.co.za
Sent: Thursday, October 08, 2009 08:38
Subject: Re: Website ContactHi Cormac,
Before I respond to this email properly, I wanted to make sure that you had been informed of my cancellation, that I had phoned in at 4 PM yesterday? We had a last-minute schedule change on behalf of the business associates travelling down from Johannesburg that I called in as soon as I knew about. The tone of your email, and it’s commentary, indicates that perhaps you had not been informed of this telephonic cancellation.
AF
__________________________________
From: info@portofinoct.co.za>
Organization: Portofino Bar & Restaurant
Date: Thursday, 8 Oct 2009 10:16
To: AF
Subject: Re: Website ContactHi AF,
I had indeed been informed that you had canceled the table an hour before your booking time.
Tone remains the same.
Regards
Cormac
__________________________________
From: AF
To: info@portofinoct.co.za
Sent: Thursday, October 08, 2009 10:57
Subject: Re: Website ContactCormac,
In response to your email, I’d like to first state that in no way was I aware that any special measures had been taken by the restaurant on behalf of our party of four— this was never indicated to me in the reservation emails, nor are your opening hours indicated on your website. Had I known that the chef and staff were going to come in specifically for our party, and that the restaurant only opened at 6:30 PM, I would have confirmed the booking, as our plans were open to change (as they did), and changing plans would have disrupted the restaurant. It was never my intention to inconvenience anybody at the restaurant. We were, in fact, working with government representatives and looking to show them a great new restaurant, but unfortunately due to schedule changes from their side, had to cancel our booking. Unfortunately, this happens when working with out-of-town guests.
Your efforts to open the restaurant early on our behalf are certainly noted, and appreciated. However, your response to our unfortunate cancellation is very upsetting. Had we known the lengths the restaurant had gone to in order to accommodate us, your frustrations would have been more understandable. Instead, we were operating under the understanding that the restaurant was open for normal business for the time in which we made our booking, which is why I cancelled the reservation. When I saw your email come through, I had thought that it was no doubt an email to say, “Sorry you couldn’t make it, but we hope to see you soon,” or something along those lines. Instead, what I found was a personal attack on myself, and my integrity. This is out-of-line. I had looked forward to trying out your restaurant, as I enjoy supporting new establishments in Cape Town, and your menu looked particularly intriguing. In light of your email, however, I will not be going to your restaurant, and will be actively discouraging others from visiting your restaurant as well.
Moreover as one of the dinner guests for last night’s booking, the CEO of XYZ (altered) Fund Managers, Mr. JS (altered), has seen the correspondence between us, and will be following up in due course with his own thoughts on the matter.
Frustrations with restaurant patrons who are unreasonably demanding and inflexible are understandable; anger and hostility towards potential clientele over a reservation cancellation is simply unacceptable, as is your tone and sarcasm that have been used freely in your correspondence. Personal integrity is something that should always be maintained, both professionally and socially. Your correspondence to me lacks integrity altogether.
It’s a shame that you have taken a good restaurant concept and menu, and clouded it behind a wall of arrogant customer service where the restaurant patron is viewed as a nuisance, as an unwanted visitor.
Regards,
AF
__________________________________
From: >info@portofinoct.co.za>
Organization: Portofino Bar & Restaurant
Date: Thursday, 8 Oct 2009 11:22
To: AF
Subject: Re: Website ContactDear AF,
I am a little bit puzzled by your remarks “I will not be going to your restaurant, and will be actively discouraging others from visiting your restaurant as well” I would have thought that my email was quite clear when I asked you not to book a table at my restaurant, obviously not so I will try again, Please do not book a table at my restaurant again.
I will try and contain my excitement and await the contribution from “the CEO of XYZ Fund Managers, Mr. JS” upon receipt I will pin it up in the bathrooms for customers purusal while they relieve themselves.
Regards
Cormac
You can close your mouth now.
Whilst I agree that there are two sides to every story, this is a straightforward black and white email exchange and the facts are there for all to see.
Why do people behave in this way? Why would you not take it on the chin and put on a brave face? Why the urge to create negative energy and conflict?
Were you never told one story about how word spreads in Cape Town and how fickle its people can be? The way everyone knows everyone else, and if they don’t, they will know someone who does. Why would you risk behaving in this manner? Have you not heard the stories of restaurants opening and closing overnight after the community decides, en masse, to give it the “thumbs down?”
Clearly not. This is simply not how we behave.
God…the arrogance!
I did a little google for the restaurant name, and found this similar account on the Eat Out website.
Hmm..It seems we have a trend forming.
I simply don’t understand why you would go to the effort of spending money getting the restaurant out there with launch parties and marketing etc., if you’re not prepared to back it up?
Very interesting business technique.
So it’s over to you, 2oceansvibers – what are your thoughts on this little email exchange?
