Not that nice ? [AUGUST 24th 2007]

T he World wide statistics show that most heart attacks take place
on a Monday morning.

In De Hooi I have staff fainting mostly on an early Saturday evening. ow you may think that I am such a nice guy for my staff, treating them on far away outings and defending them if customers complain about their service. Well, this is not always the case. Especially not when they faint and pretend to be over-exhausted. Then, after sending them home, they are spotted dancing on tables later in the night in a Red Square or Stadium. They are young and they need to learn that not before you Work Hard, you can Play Hard. The BuGils, Cazbar (finally) and most of the EP staff have finally learnt this. In One Tree it is different: they Play Hard while they Work Hard. Also fine. De HOOI however was still in an experimental phase with the seniors (who speak English and have experience) trying out how far they could go. In the first few months of operation, they changed their schedules (‘ I have problems waking up so early’) or did not show up at all (‘I thought the security guard could take care of the bar in the early morning hours’) . Customers emailed me that their experience in De Hooi was one of totall negleance of the staff. They seemed to be more busy with themselves and forget about the customers.

So I became a bit thougher. More warning letters went out. (three warning letters means ‘di pecat‘ or ‘out’) and the staff in De HOOI became a bit nervous. They sought support from customers. In the menu I suddenly noticed: ‘CHICKEN VINDALOO... The dish that everybody likes but our boss always complains about.... Only Rp.25.000’. Every time I would walk in, the staff would go from a chatting into a whispering mode. In the process of ‘Operation Though’ some of the staff were moved to other bars and some still fainted never to come back again.

While business slowly improved, I was pleased to receive an email from a new American expat that read:

‘... Your staff in De Hooi always make me feel as if I were a superstar. I understand that there are some difficulties lately therefore, I wanted to offer my support to you and your staff. I have always been treated with respect and courtesy while drinking/eating there and the wireless internet is an added bonus. Your staff greets me by name each time I enter the bar and it is the only place I frequent in town where this happens. I always feel very welcome. A huge bravo from me! ...’

Even when I received a second email from a Dutchman two days later, I did not think much of it:

‘..... I got impressed by your staff who drink JD like Russians drink vodka, Wulan who made me remember of a girl I know from Holland who is suffering some serious ADHD, Siti who has an interesting dangdut career on the side, and when I asked Ledy if she liked working in De Hooi, she just said: It is all the same to me, Bugils, De Hooi, Cazbar, Ep everywhere I work it’s YOU sitting on the bar. The sarcastic conversations I have with Dian now and then are making it all together quite worthwhile.

I heard that some customers were complaining to you about The Hooi as the girls were to quiet. I would not even want to have that kind of grumpy personality’s in my bar…! but that aside, I just wanted to say that I really do love the place, the girls, and the food and you will see me back there after I return from my Holiday in Holland….’

Very nice of these people to give their support. I started complimenting the waitresses and the athmosphere became more relaxed. But when more messages came in, I started to get suspicious, also because there was always one name that showed up in all these emails as being ‘the most friendly’ and ‘the hardest working’. Already suspicious, I really felt a cold shiver when I received the following email:

Dear Bartele,
Good afternoon.
From time to time I am a visitor to your various bars in Jakarta. But I would like to draw your attention particularly on your staff in Café De Hooi in Pondok Indah, and especially Miss ‘X’. She is doing a great job and she really understands how to provide great service to the customers. It's simply fantastic! Outrageous! Just a sign of pure professionalism. I would like to inform you about this so this doesn't stay unnoticed. You might consider to compensate her for this superb performance. Finally I would like to thank you for all the good times I have had in your bars.

I just had to laugh! One employee obviously had taking my advice to improve ‘guest relations’ a bit too serious. Although it did not hurt the business , it did put me in a delemma: should I tell her that I am happy with her work and she does not need to ask support from customers? Should I tell the customers that I appreciate their comments, and that they are not alone in their opinion ?

And then the final question, should I write about this - to thousands of readers - with the risk of embarrasing her? He! If it brings in extra customers why not? After all, we both have the same goal and she did nothing against the rules. She never fainted. She is doing ok. Maybe I should consider a compensation for her ‘superb performance’.... While I write this, she just comes in through the door with a brigth smile. ‘Hi! Wow! It was busy last night!’. She dipped her forehead with a tissue as if she was still sweating from the hard work a night earlier. I lean my body forward over my computer screen, somehow not comfortable and worried she might read it. I have never received a warning letter myself, but now my finger is hovering above the send button. I should write something else.... I order a beer and ... a beer... .... and another beer... No inspiration yet. ‘Wow, it was busy! Ramai sekali!‘, She repeats loud while shaking her head in disbelief. ‘Mau makan?’ I order Chicken Vindaloo with a big smile, while I firmly press the ‘SEND’ button. ‘And more beer please....’.
I told you I am not that nice...
Bartele