The following is an open letter to Mr. Giuseppe O'Connell, general manager of Cleveland-area jazz club Brothers Lounge.
Dear Mr. O'Connell,
As residents of Lakewood and supporters of your club, my husband and I were excited about coming to Brothers Lounge last evening. After we learned that Lounge Kitty was scheduled to play, we planned an evening of dinner and entertainment at the same jazz club we'd patronized before. I regret to say, however, that our excitement was banished by conduct we deem a breach of customer service and positive business practices.
We arrived at Brothers at 8:45pm to learn that a private graduation party was in progresss inside the same music hall that was hosting Lounge Kitty. Due to the crowd in the wine bar, my husband and I determined that our best chance of eating dinner and enjoying our anticipated entertainment was to wait until the music hall doors opened at 9pm. We took our places towards the front of the line alongside many who awaited the music hall's opening.
When a male staffer opened doors, he took $10 ($5 each) from us and pointed in the direction of a "couple tables" he said had recently opened up. Although we could see no open tables in that vicinity, we immediately noticed an empty table straight ahead in the midst of the crowd. As we approached the circular table, we saw approximately 5 to 6 empty chairs surrounding it, one of which had a lone fleece jacket draped over the back. Since we saw no used dishes, half-consumed cocktails, beer bottles, etc. on the table, we logically inferred that it was vacant and that a gentleman had probably left his jacket while chatting with other partygoers. Almost immediately several newly admitted customers asked to use the chairs at "our" table. Since they struggled for space, we consented as my husband kept the jacket over his chair for safekeeping until its owner returned.
Several moments later, the same male staffer approached and asked us to leave the table. "I'm sorry... someone was sitting here." When our bewilderment became obvious, he asked, "Was there a man's jacket sitting here?" I replied that yes, a jacket was on one of the chairs.. but no person occupied any of the chairs and that it would've been wise for at least ONE person in a group to remain seated if they expected to reserve it at the expense of customers like us. He said, "I'm sorry.. someone was sitting here." I counteered that a jacket was sitting there, to which he shrugged and said, "Sorry. It's a private party." My husband and I looked at each other wondering why doors were opened if it was private. We decided to leave. As we exited, we saw several others getting refunds too.
Upon hearing that declaration "It's a private party," we were insulted. As an attorney, I'm quite respectful of contracts and agreements. Thus, I respect any agreement that you might have had with organizers of the graduation party. At the same time, your website assures private event organizers "never [have] a room charge," and are invited to enjoy "complimentary live music" after their party or fundraiser. It would certainly seem that customers like us who paid hard-earned money to gain entry were dissed t the expense of attendees at a private graduation party who (apparently) weren't even charged a fee for the room's usage. Even if party organizers were charged a room fee, the graudation party's exclusive control of the music hall ended at 9pm. When doors opened, all customers should've been on an equal footing as we struggled for space. Additionally, the notion that one fleece jacket can reserve an empty table of 5 to 6 chairs in a room of shoulder-to-shoulder crowds is laughable. If your staff was approached by the jacket owner, a better approach might've been to patiently retrieve the jacket neatly draped over my husband's chair and explain to the gentleman, "I'm sorry sir. We had to open the doors to the public at 9. I apologize if your organizer didn't explain it to folks at the party. These customers paid an admission cost. There's only two of them... perhaps they'd agree to share their table space with you. Would you like me to ask them?" We would've consented to share space. That, Mr. O'Connell, would've been a viable approach to take care of all customers.
Upon receiving our refund and exiting the music hall, we were asked by a couple of customers who remained in line, "Leaving already?" We nodded, explaining that the room was standing only and we were kicked out of an empty table because of a jacket belonging to one of the private partygoers was left. "You're kidding!?" the woman asked. "No, I'm not kidding," I shook my head. We were honest. Therein lies the danger of bad customer service- word of mouth.
Disappointed and hungry, my husband and I left without seeing our anticipated entertainment or eating at Brothers. Since this was our only weekly "date night" as a couple, we were determined to have a fun evening. We found a suitable restaurant to eat a relaxing meal. Needless to say, it left a bad taste in our mouths regarding your club. We're not interested in rationalizations, but we would like to see the matter addressed with your staff so that similar slights do not happen again. At this point we're unsure if we'll return to Brothers, but the least we can do is bring this to your attention so that future customers do not endure the same disappointment.
Sincerely,
Melissa K. Dean-Pardo
Lakewood, Ohio
Dear Mr. O'Connell,
As residents of Lakewood and supporters of your club, my husband and I were excited about coming to Brothers Lounge last evening. After we learned that Lounge Kitty was scheduled to play, we planned an evening of dinner and entertainment at the same jazz club we'd patronized before. I regret to say, however, that our excitement was banished by conduct we deem a breach of customer service and positive business practices.
We arrived at Brothers at 8:45pm to learn that a private graduation party was in progresss inside the same music hall that was hosting Lounge Kitty. Due to the crowd in the wine bar, my husband and I determined that our best chance of eating dinner and enjoying our anticipated entertainment was to wait until the music hall doors opened at 9pm. We took our places towards the front of the line alongside many who awaited the music hall's opening.
When a male staffer opened doors, he took $10 ($5 each) from us and pointed in the direction of a "couple tables" he said had recently opened up. Although we could see no open tables in that vicinity, we immediately noticed an empty table straight ahead in the midst of the crowd. As we approached the circular table, we saw approximately 5 to 6 empty chairs surrounding it, one of which had a lone fleece jacket draped over the back. Since we saw no used dishes, half-consumed cocktails, beer bottles, etc. on the table, we logically inferred that it was vacant and that a gentleman had probably left his jacket while chatting with other partygoers. Almost immediately several newly admitted customers asked to use the chairs at "our" table. Since they struggled for space, we consented as my husband kept the jacket over his chair for safekeeping until its owner returned.
Several moments later, the same male staffer approached and asked us to leave the table. "I'm sorry... someone was sitting here." When our bewilderment became obvious, he asked, "Was there a man's jacket sitting here?" I replied that yes, a jacket was on one of the chairs.. but no person occupied any of the chairs and that it would've been wise for at least ONE person in a group to remain seated if they expected to reserve it at the expense of customers like us. He said, "I'm sorry.. someone was sitting here." I counteered that a jacket was sitting there, to which he shrugged and said, "Sorry. It's a private party." My husband and I looked at each other wondering why doors were opened if it was private. We decided to leave. As we exited, we saw several others getting refunds too.
Upon hearing that declaration "It's a private party," we were insulted. As an attorney, I'm quite respectful of contracts and agreements. Thus, I respect any agreement that you might have had with organizers of the graduation party. At the same time, your website assures private event organizers "never [have] a room charge," and are invited to enjoy "complimentary live music" after their party or fundraiser. It would certainly seem that customers like us who paid hard-earned money to gain entry were dissed t the expense of attendees at a private graduation party who (apparently) weren't even charged a fee for the room's usage. Even if party organizers were charged a room fee, the graudation party's exclusive control of the music hall ended at 9pm. When doors opened, all customers should've been on an equal footing as we struggled for space. Additionally, the notion that one fleece jacket can reserve an empty table of 5 to 6 chairs in a room of shoulder-to-shoulder crowds is laughable. If your staff was approached by the jacket owner, a better approach might've been to patiently retrieve the jacket neatly draped over my husband's chair and explain to the gentleman, "I'm sorry sir. We had to open the doors to the public at 9. I apologize if your organizer didn't explain it to folks at the party. These customers paid an admission cost. There's only two of them... perhaps they'd agree to share their table space with you. Would you like me to ask them?" We would've consented to share space. That, Mr. O'Connell, would've been a viable approach to take care of all customers.
Upon receiving our refund and exiting the music hall, we were asked by a couple of customers who remained in line, "Leaving already?" We nodded, explaining that the room was standing only and we were kicked out of an empty table because of a jacket belonging to one of the private partygoers was left. "You're kidding!?" the woman asked. "No, I'm not kidding," I shook my head. We were honest. Therein lies the danger of bad customer service- word of mouth.
Disappointed and hungry, my husband and I left without seeing our anticipated entertainment or eating at Brothers. Since this was our only weekly "date night" as a couple, we were determined to have a fun evening. We found a suitable restaurant to eat a relaxing meal. Needless to say, it left a bad taste in our mouths regarding your club. We're not interested in rationalizations, but we would like to see the matter addressed with your staff so that similar slights do not happen again. At this point we're unsure if we'll return to Brothers, but the least we can do is bring this to your attention so that future customers do not endure the same disappointment.
Sincerely,
Melissa K. Dean-Pardo
Lakewood, Ohio
