Unrequited Love

A few years ago, Ted brought home an article about the top Boston restaurants. The article pointed out how, especially in the fiercely competitive recession-driven market, restaurants woo their customers not just with great food, but also with service that goes above and beyond. It mentioned several local restaurants by name, citing extras like quietly taking reading glasses to a table when a patron strained to read the menu, keeping flashlights tucked in waiters' pockets for dimly lit tables, offering elegant shawls for shivering, spaghetti strap clad patrons, and that any outstanding restaurant should know your name after you've dined with them three times. I'm a big fan of looking at things as a whole experience. If I got out to dinner, it's not just the food that matters, but the atmosphere, the company, the service. Ted and I don't go out to dinner that often, but we do hold sacred a weekly Date Night tradition. Our favorite local spot, by far, is Toro. By our best estimate, we have eaten there 40 times in the last two years. They have amazing food, and we love the vibe there. We're not the only ones who feel that way. On weekends, it's always packed, with a long wait for tables. And of course, they don't take reservations. I think all of that is fine, smart even. I can't say I'd do anything differently if were the owner. But, sometimes, the whole experience there is ruined for me, by their lack of appreciation for frequent patrons. I never gave much credence to that article Ted read, and even thought the idea of a restaurant knowing your name after 3 visits was kind of crazy. But, after 40?

We know how things work at Toro, so try to plan accordingly. We either head there as soon as the babysitter arrives, or plan to put our name down, go do something else, and then head back to eat after an hour or so. But, sometimes even careful planning doesn't work. We've arrive at 6pm (well before prime dining hour in Boston,) only to be told that, due to a party of 14 who they're trying to clear most of the restaurant out for, we won't be seated for 2 1/2 hours. Last week we showed up at 6, and were told that they took reservations that night (for Restaurant Week) and were already booked for the entire evening. The hostess suggested we come back the next week. We did. Unfortunately, they had done the same thing again. And despite the fact that WE know everyone in the restaurant, we've never gotten so much as a "welcome back" from the hostesses. (The waitstaff, thankfully, tend to be more friendly than the gatekeepers.) I don't expect to be ushered to the best table in the house as soon as we walk in the door. But, I would think that a restaurant could squeeze two of their best customers in at some point in the evening, even when they're fully booked, rather than turning them away. Twice. An occasional "hello," and "welcome back" would be nice too. Mostly though, I would just like to feel recognized and appreciated as a customer, knowing that we will be treated better than a person walking into the restaurant for the first time. Toro is a special place for us. I'd like to know that we're special for Toro as well. Maybe then I won't be so conflicted - loving the food, but hating the welcome. Until then, we'll keep going. We love it too much to stop.