Gandy Dancer, Ann Arbor « Fat Freddy Says…

Gandy Dancer, Ann Arbor

Skip it!

Eat-In
401 Depot Street
Ann Arbor, MI 48104
(734) 769-0592
http://www.muer.com

The Gandy Dancer Restaurant in Ann Arbor, Michigan offers a unique dining experience within an architectural landmark. Originally built in 1886, the Michigan Central Depot Ann Arbor underwent a beautiful restoration to become what is now, simply, an overpriced restaurant that does not live up to a fraction of it’s potential.

Situated on the train tracks overlooking the water, the restaurant owns an amazing location. The restoration of the building included keeping some signage and other mementos of the former train station’s original purpose. The restoration is nothing short of beautiful. Sadly, the food and service simply do not belong in such a magnificent setting.

The Gandy Dancer encourages reservations, and unless you’re lucky, the chances of eating without a reservation is slim to none. A high-priced seafood restaurant, the Gandy Dancer’s waiters dress formally and attempt to provide a fine dining experience. Where the Gandy fails is in execution and delivery; almost a “all dressed up but no where to go” situation.

Gandy Dancer Table Service

Table service is both slow and inconsistent. Our most recent experience dined as a party of 5, and we sat for more than 10 minutes before being greeted by any staff (once we were seated by the hostess). Water service had arms reaching over us and was very “in your face;” again not something I would expect at one of the area’s most expensive restaurants.

Our waiter received our order and was very polite. That being said, we also didn’t see our waiter very often. When ordering a bottle of champaign, we “flagged” him down. Of course we were lucky — the table behind us actually swung a napkin in the air to get the attention of their waiter.

We did not receive any bread or refills on water while we waited for our food. Luckily however, a train did roll by, helping pass the time and providing a sight you don’t get to see often (as we were seated no more than 15 from the tracks).

When our food arrived, they scored 100% on food delivery — 100% of the orders were delivered to the wrong person. With all of the “No, I had this they had that” mumblings and plates moving from one person to another to another, the delivery reminded me more of a scene from The Monkeys than a fine restaurant. When the waitress was leaving, I asked if bread was provided to which I was told, “You should have received some bread.” Ok… I then asked, “can you get us some now maybe?”

Gandy Dancer Food

The menu is limited. A printed menu contains the day’s selections and generally, one would hope, that a limited menu means the best quality selections and advanced thought into preparation and quality control. Those hopes, much like a young girl’s dream of a pony, won’t come true.

While the waitress was searching for bread, I attempted to cut into my Prime Rib. I had ordered the Charlie’s Cut, a $40 plate of meat served with 2 asparagus and a small portion of mashed potatoes. I simply could not cut the meat with my table knife. When the waitress returned, I asked for a steak knife. When she returned the fight was on. After cutting a piece of the prime rib with some effort, my mouth encountered one of the “stringiest” cuts of meat I have ever eaten. I tried again, hoping that I just had encountered a tough portion, but no; unfortunately, the second verse was same as the first. The course was simply unacceptable.

When our waiter arrived, he removed the plate, stated he was sorry, and that he would notify the manager immediately. After 5 – 7 minutes, he returned and stated that his manager would like to know if I would like another plate. At this point it had been 7 minutes or so. The other people at the table were already eating and would be finished by the time I had received my food. Also, the manager or chef never came by, which truly disappointed me. With my fellow diners calling their courses “ok,” I decided not to subject myself to another try. (Incidentally, the other dishes ordered were scallops, shimp, and a caesar salad. All comments described the food as “ok” at best, but definitely nowhere near what the pricing would have them expect.)

Gandy Dancer Pricing

When the bill arrived, the restaurant had removed my course but added an 18% gratuity to my bill. I hate this. The adding of a gratuity is something for me to decide. If I have a large party and you want to put that on there (with notifying me first), maybe. But bottom line, a gratuity is something that should never be automatically added. At the very least, check on the service first. If you come by and ask, “was the service great?” and we agree the service was good enough to write home about, then yes, add it. Otherwise, forget it. And automatically adding a gratuity to a party of 5? That’s ridiculous.

Since the food was uneatable (at least mine), and service was substandard, I chose not to pay the 18% gratuity. And sadly, if the service was great (even if the food was still bad) I most likely would have given 20% or so, but then again, I talk about this in my tipping rant. The waiter returned, had his manager remove the gratuity, and we paid. No manager ever talked to us.

I actually called the Gandy Dancer to ask about the gratuity and see what they would say about my dining experience. Remember, I truly believe that accidents happen and it’s how these accidents are handled that truly shows you the quality of a restaurant. Maybe we were just truly unlucky and experience a black hole of exceptions. I talked to Danielle, a manager at the Gandy Dancer, first asking her about automatic adding of gratuities:

Danielle: “Depending on the occasion, every bill no matter the size had a gratuity. It goes across the board. Something my general manager does.”

Fat Freddy: “Do you know why they would do this?”

Danielle: “Why?”

Fat Freddy: “Yes.”

Danielle: “No. But when reservations were made it was stated at that time that automatically a gratuity would be added.”

Fat Freddy: “Odd. That didn’t happen when I made the reservation.”

I also asked about why a manager would not come visit us when returning a meal and when removing the gratuity; explaining that both would indicate a big problem and a manager should talk to the party. Danielle told me that a manager should talk to the patron any time a plate is removed. I asked why one didn’t come talk to me. And also why one didn’t come talk to me when I said the gratuity should be removed. Danielle said she would investigate and get back to me that same day.

The next day, I called again as Danielle had not returned my call. I was told Danielle was not available but that she would call me as soon as she could. I’m choosing not to hold my breath.

Bottom Line: The Gandy Dancer Restaurant

The Gandy Dancer is an amazing building with poor service, high prices, and bad food. I am giving the Gandy Dancer two boilers, and that is for the building alone. If you walk in, and walk out, you’ll get to experience the best parts of the Gandy without the hassle of actually having to eat there.

The restaurant does not provide an experience deserving of the price and you will enjoy a much better meal at almost any other local restaurant. You will receive better service, better meal, and a better experience. One should simply avoid the Gandy Dancer.

2 Boilers

Gandy Dancer Update – 5/8/2009

Some people just don’t understand…

Today I get a call from Matt, who identified himself as the General Manager of the Gandy Dancer. Matt told me that he was sorry, and asked me to give the Gandy Dancer another try. And then, this is where Matt showed his true colors.

When I asked why a manager didn’t come to my table (during my most recent visit), I was told “that’s none of your business.” Matt told me that how he manages his management team is none of my business and that the manager had been talked to. But as for any questions I might have, simply, it was none of my business.

Nice.

Matt also told me that he advised Danielle not to call me back and that he handles all customer complaints and therefore he would call me back himself. I asked him, if Danielle told me that she’d call me back on a certain day, and that he told her not to, wouldn’t it be appropriate for either Danielle or him to call me and tell me I wouldn’t be called and/or when I could expect contact? He disagreed and said again that he handles all complaints.

Matt reminded me of someone who truly doesn’t care about customer service. He believes that his was is the right way and truly, when faced with someone who would question his decision, would simply argue. Matt was very argumentative and I quickly grew annoyed. You know the type of person who doesn’t let you finish a sentence? That’s Matt.

Again, Fat Freddy says the only way to handle a bad experience is to provide AMAZING customer service. If you have pissed off your customer, then suck it up and earn that customer’s business. Instead of saying something is “none of your business,” try something like “it was a bad call on her part and she made a mistake. I’m making sure it will never happen again. What can I do to get you to try us and let me show you how we handle our mistakes?” Some statement, as simple as that, will provide the customer belief that you take their complaint seriously, that you want their business, and that you are truly serious about the customer experience.

Arguing with a customer is a mistake. It’s a mistake one would not even expect from the manager of Pizza Hut, let alone a restaurant that attempts to be high class.

Ladies and gentlemen, my thoughts are simple. The Gandy Dancer needs new management.