Newly opened Portofino Restaurant (next to Bloomsbury Luxury Cars at Harbour Edge, the premises where The Showroom used to be), might serve decent food, but customer relations are seriously lacking. Behold the correspondence between "The Customer" (name known to WINE but withheld for privacy reasons) and the owner of Portofino Restaurant, Cormac Keane.
The latter has consequently phoned "The Customer" to extend an invite to him as an apology for his "Irish humour".
Bad sense of humour or shocking customer service? You decide.

To: info@portofinoct.co.za
Sent: Monday, October 05, 2009 4:22 PM
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,

"The Customer"

On 2009/10/05 6:00 PM, "info@portofinoct.co.za" <info@portofinoct.co.za> wrote:

Hi <Customer's Name>,

That's fine. See you tomorrow.

Regards

Cormac

----- Original Message -----

To: info@portofinoct.co.za

Sent: Tuesday, October 06, 2009 8:49 AM

Subject: Re: Website Contact

HI 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,

"The Customer"

On 2009/10/07 7:54 PM, "info@portofinoct.co.za" <info@portofinoct.co.za> wrote:

Hi <Customer's Name>

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

----- Original Message -----

To: info@portofinoct.co.za

Sent: Thursday, October 08, 2009 8:38 AM

Subject: Re: Website Contact

Hi 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.

"The Customer"

On 2009/10/08 10:16 AM, "info@portofinoct.co.za" <info@portofinoct.co.za> wrote:

Hi <Customer's Name>,

I had indeed been informed that you had canceled the table an hour before your booking time.

Tone remains the same.

Regards

Cormac

----- Original Message -----

To: info@portofinoct.co.za
Sent: Thursday, October 08, 2009 10:57 AM
Subject: Re: Website Contact

Cormac,

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 <Company's Name> Managers, <XYZ>, 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,

"The Customer"

------ Forwarded Message
From: <info@portofinoct.co.za>
Organization: Portofino Bar & Restaurant
Date: Thu, 8 Oct 2009 11:22:46 +0200
Subject: Re: Website Contact

Dear <Customer's Name>,

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 <Company's Name>, Mr. <XYZ>" upon receipt I will pin it up in the bathrooms for customers purusal while they relieve themselves.

Regards

Cormac

I contacted "The Customer" who revealed that he has been bombarded with emails and phone calls since this correspondence went live on certain blogs. "I never intended, or imagined, that this would escalate and reach this level ... I merely forwarded the mail to five colleagues."
He said that his party ended up going to Salt "which is a trusted restaurant with a great wine list".

Shows you the importance of word-of-mouth.