We turned up and waited in line behind a couple of other families. When we got to the front, no hello, no welcome, just how many in our party, what is the name of our party and we were handed a device. No explanation of their system, no idea given of how long we would have to wait. No menu. No suggestion to have a drink at the bar. Nothing. Three of them stood there, all avoiding eye contact. So, having good ratings brings the people to the door and in this instance has led to complacency and an inability to even think about the basics, let alone perform them. If they carry on like this, the ratings will drop and more people will do as we did and take our business to a competitor.
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