Chef offers review of Charlotte’s restaurant customers: 2 stars (out of 10). Here’s why.
Sam Hart is the owner and chef of Counter- & Biblio.
If you are not familiar with our restaurant group of Counter- and Biblio, we approach the hospitality industry in the opposite way with our culture. We decided to put our employees first. Making sure that they were paid correctly, and they were in a healthy, growing, and positive environment that was focused on achieving their goals inside and outside of the four walls of the restaurant.
Our second priority was to build up the community around us. Firstly, donating over 25% of our net profit to local 501c3s and hyperlocal community efforts. Second, we started a gallery service that doesn’t just provide a place for local artists to showcase their skill and talent but also prepay for most of their artwork so they know they can pay their bills: an attempt to end “starving artists.” To say the least it is wonderful seeing this team turn into a family, and then make a difference in our local community.
When we opened Counter- back in September of 2020, during the craziest time in the history of the hospitality industry, there was one thing that blew us away: the incredible support and manners of our guests. For years before this industry’s biggest struggle, besides making ends meet, was dealing with unruly customers. But due to the climate at the time, everyone realized that everyone is a human being.
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However, during the past four months since we reopened Counter- and opened Biblio, it seems as though that entire dynamic has died.
First off, this is not everyone. There is a small amount that is ruining it for everyone, staff, and guest. And against what you may think, it’s not rookie diners or the younger crowd. It’s the exact opposite. Even including some respected critics locally and regionally.
But it’s gotten to the point where something must be said: an ever-growing portion of inconsiderate guests are destroying the hospitality industry.
We are also completely aware that we are not the spokespeople for all restaurants and definitely not for all cities, but this is what we would like to share for the ultimate goal of each person rethinking how they treat restaurant staff, and also holding their fellow diners accountable.
THINGS YOU DON’T DO AT A RESTAURANT:
Call staff members: “little girl,” “buddy,” “beautiful,” “kid,” “sweetie,” “honey.”
“Sliding into the DMs” of employees and asking for favors.
Debating menu item costs.
Snapping fingers, clapping hands or throwing things at servers to get their attention.
Blackmailing to get compensated to either leave a positive review or remove a negative one.
Bring in additional guests and argue with the host about “why can’t they join us.”
Yelling and being loud to the point of affecting other guests. Especially if asked to quiet down and refusing to do so, and/or getting aggressive afterward.
Using excessive profane and/or inappropriate language throughout the evening.
Thinking that a server is a servant and treating them as such.
Touching staff members in any way.
Coming in well after your reservation and wondering why you don’t have your table, especially after the restaurant calls you.
Demanding more alcohol after you have been cut off.
Thinking that you own the place.
Some of you may think that there is no way that this happens frequently. But as of late, every single one of these things has happened. And the vast majority, every single night in both restaurants.
CUT TO THE CHASE
Just because you are paying money to dine in a restaurant, doesn’t mean that you own the building, and it doesn’t mean that you own the people inside of it. Humans run restaurants. People are taking care of you and making sure are having a great time.
Some of you believe that hospitality workers left because they “are lazy and don’t want to work.” The answer is truly, they are sick and tired of being treated like circus animals and servants. It is outrageously difficult to more restaurants to staff themselves, no matter what amount of money they offer, and its almost entirely because they are burnt out from the treatment received in the dining room.
Charlotte, my hometown, is becoming a beautiful dining destination. The quality and innovation of restaurants popping up on the scene is truly breathtaking at times. We need to do our best to become patrons of this revolution, rather than antagonizing guests who make those innovators move away.
Be prepared for us, at least at Counter- and Biblio, to have the backs of our family. The guest is in fact not always right. Sometimes they are extremely wrong, and someone has got to say something. We have zero issue with the 1-star reviews and the negative comments on Facebook threads, if we also get to come in every day to a team/family that supports each other and sticks up for one another. Because frankly, in the current times, it feels like we are going into battle nightly.
Final review: Local recent Charlotte Guests 2/10
All the best, and a hope for better,
Sam Hart
Chef/Owner of Counter-/Biblio
Editor’s note: This originally appeared on Hart’s social media pages and has been published with his permission.
