Tigh an Truish - A holidaymakers point of view!

[AnnDurley]

Yes, I agree. And do try again at the TnT. It is quite magnificent. Our whole family had a meal there and I would recommend the pub to anyone and I have.

I would recommend booking ahead next time you go. Everyone is friendly and you will be welcomed. Because we are an island and seasonal business, a lot of people on the island have to have more than one job. Some of the staff in the TnT work LONG hours before they start a pub shift. And sometimes tiredness is all it takes to get distracted.

Vive la TnT

[Foxglove]

Maybe the offer of a free lunch and an apology to the OP might be enough to tempt them to give the TnT another chance...good business sense?

[jimcee]

Bravo Foxglove, for standing up to the T&T apologists who think that they can do no wrong.
If your business relies on satisfying the public, you can ignore it to a certain extent if you have a loyal home base, but where you are reliant on itinerant custom, and treat it with indifference, then your business will never flourish successfully - bumble along - Yes, but never have the hordes beating a path to your door.
Having said that, and this is no defence of the A. Murray incident, there are unfortunately some customers who make a career out of finding fault with everything they encounter in their daily lives, and take a delight in doing so.
A lone complaint in a hundred accolades can comfortably be discounted, but not ignored.
We all visit different places in our lives, but it is very seldom (unless masochistic) that we make a point of making return visits to those which displease us.

[AnnDurley]

That is a brilliant idea. A free meal.

I didnt say the TnT can do no wrong. We all do wrong. No, things cannot be ignored, so your post to start the ball rolling to improve service is something, I applaud. And bravo to you, for speaking your mind. I hope I did not appear rude. I am simply practising debating skills in a safe environment.

[Pentlandpirate]

Don't care if Andy Murray is playing. If you are at work in a pub, you are being paid to serve the customers. Customers go into the pub expecting to be served. It's the same with everything else. The shops don't close, the buses don't stop, the trains don't stop, the ferries don't operate, the nurses don't walk out of the hospital wards, the firemen and ambulancemen don't answer 999 calls, just because Andy Murray is playing. Did the staff at the Barn or the Oyster stop serving their customers because Andy was on the telly? The TnT should be trying to contact this visitor to invite him back for a discounted (not Free) meal. Impress him and they will return time and time again, thinking the TnT is fantastic. Leave him upset and he will never, ever, return, but much worse, as the theory goes, he will tell at least 20 people of his bad experience at the TnT. He's probably already done that.

[NickB]

. . . much worse, as the theory goes, he will tell at least 20 people of his bad experience at the TnT. He's probably already done that.

What Jon Martham (remarkably un-Googleable for an allegedly successful restauranteur / hotelier etc) has to say on the matter is of no interest to the people who actually support the pub year round and keep it open, neither is it of any concern to the thousands of holidaymakers who come every year - and return year after year - to enjoy the unique ambiance and tasty, reasonably priced bar food.

And before you start bleating Pirate - we don't care what you think either, as your annual contribution to the T&T coffers is zero or thereabouts. Have you ever considered minding your own business?

[Pentlandpirate]

He's back, and with a vengeance and 'nastiness' batteries fully restored but he clearly knows little about customer service and what would have been the right approach (and attitude) in a matter like this.

The average "wronged customer" will tell 8-l6 people about it. Over 20% will tell more than 20. Source: Lee Resource Inc

- 91% of unhappy customers will not willingly do business with you again. Source: Lee Resource Inc

- 70% of complaining customers will do business with you again if you resolve the complaint in their favour. Source: Lee Resource Inc

- 95% of complaining customers will do business with you again if you resolve the complaint instantly. Source: Lee Resource Inc

Not only have you killed off the chance of OP returning to the TnT but you have also probably ensured he won't use your business to develop his website. Furthermore he might be tempted to persuade others he knows in the trade to avoid your business and use another he can recommend.

But I am a visiting 'tourist' too, in just a few weeks as it happens, this time visiting with a small group of Finnish friends to introduce them to Seil and the local area. Your "don't care, get stuffed" attitude also rankles with me too as I had planned on taking them to the TnT.

How can the service received at local hostelries not be

of any concern to the thousands of holidaymakers who come every year - and return year after year

? Is there any evidence on what the return rate is year after year?

[Foxglove]

The committee 'don't care'...hmmm...the tactics that 6 year olds might use, and you just KNOW that they do....desperately

[NickB]

you have also probably ensured he won't use your business to develop his website.

He won't be given the option I'm afraid.

[Pentlandpirate]

You wouldn't do business with him because he dared to complain about poor service at a local pub? Is he not the one that was, allegedly, wronged (and we have no suggestion he is just mischief making so far)? Should he apologise for complaining? Extraordinary.

[Gandalf]

As a new resident on Seil I would like to say that we have been in the T&T on several occasions and enjoyed the food, the beer and the service. We are certainly not recognized as locals but have received friendly service, water and biscuits for our dog and feel very welcome. On the other hand there have been 2 different instances where we have watched tourists enter the pub, stand at the bar for a few minutes and then leave. No doubt their loss but also lost business for the T&T?
Surely the OP has taken time to give their honest opinion and this is valuable whether or not others agree. Its plainly ridiculous to suggest that anyone should be sacked but also that this experience has no relevance. This website will be accessed by people considering visiting our island and on the basis that there is no such thing as bad publicity the T&T may pick up a bit of business from customers wanting to make their own judgement.
The T&T is a great asset to the Island and it needs to be viable. I don’t run a hotel or own a chain of bungalows and so I don’t know if the pub could survive on local custom alone but I suspect not. I hope that visitors will continue to come and experience the warm welcome that we have had.

[NickB]

.
Wizard post Gandalf.

Of course the pub needs tourists - it is very unlikely it could survive on the Winter trade alone. I don't however imagine that it is in any danger of losing any of its Summer trade because of a bit of online sniping by one disgruntled 'holidaymaker'. Most visitors to Seil love the T&T and enjoy its unique ambience. If occasionally having to wait a few minutes to be served is a dealbreaker for some then IMO that is their loss.

There are of course two sides to every story. Holidaymaker's perception of the incident in question is only one side of the tale.

[Tony the Toad]

'95% of complaining customers will do business with you again if you resolve the complaint instantly. Source: Lee Resource Inc'

In order to resolve a complaint, you have to make a complaint there and then, rather than making a complaint on an unrelated website two weeks later.

[holidaymaker]

'95% of complaining customers will do business with you again if you resolve the complaint instantly. Source: Lee Resource Inc'

In order to resolve a complaint, you have to make a complaint there and then, rather than making a complaint on an unrelated website two weeks later.

I have tried Unsuccesfully to contact the Pub by phone, the manager/owner is never available, there is no email available on there website.

So what else is there to say.. "They " The T&t do not care!"

I am quite happy at that i have aired my views, made locals aware, but as most tourists read articles, go on recomendations then am sure before long many of you will be complaining when tourist say well i wont come back.

For your example:

Seafari Excellent service and trip but a one off experience this time, and i could have been staying anywhere

The Oyster Bar - Warm welcoming and great atmosphere

The Balvicar Store, had to get some Milk, welcoming if a bit grumpy!

The Tnt, could have ruined a whole day- a Special occasion.. remember i am a tourist how could i ring ahead to book my mobile was not working.. ying to book!as one post said. i was trying to book!

What is the one thing that stands out... THE BAD SERVICE AT THE BAR as i do not want to be rude but the o**** bartender was getting to excited over Andy Murray to serve.

Perhaps she forgot that money needs to go in a till to get paid.

Perhaps when i finalise the purchase of my two bungalows ill have a party in the Oyster Bar and introduce myself!





I rest my case.

[Claymore]

Well, speaking as I find, as a holidaymaker to boot
I think its a grand pub.

[Pentlandpirate]

Indeed, as pointed out elsewhere, the TnT does have a smattering of positive reviews on Tripadvisor. As someone who frequently uses Tripadvisor as part of building up a profile on hotels and restaurants wherever I travel I would say the TnT has 'good' feedback. But when trying to get a 'mental' picture of a place I've sometimes found the isolated negative comment the most honest.

I'm sure Mr Martham's experience was a largely isolated one and the chances of a re-occurence of the same situation will be as rare as Andy Murray winning Wimbledon or Man landing on the moon, which is the last time I remember so many people being glued to the TV with such intensity. But complaining in a civil manner is something that should be done more, in the interests of all of us who would like standards in so many aspects of life to improve.

[jimcee]

There is a lot of acrimony going on over this issue, almost as much as the Independance issue, but fortunately has not yet been hijacked by the Yes/No brigades.
In the interst of cooling tempers, could I pose the following question, which I have always pondered.
I run a licensed restaurant in an area frequented by tourists and also have a loyal local clientele.
The food I serve is reasonably standard but there are bound to be variations in quality between one serving and another.
Question ? Do I always give my best offerings to my repeat local customers to retain their goodwill, and give the seconds to the newcomers in the belief that I might never see them again?
Or alternatively, my locals are hooked and will accept anything offered, so does the visitor get the choice cut in the hope that it will result in good publicity, and maybe result in another visit?
This same question could also be applied to service.

[DaveS]

Not being in the T&T while the Wimbledon final was on I can't comment on the alleged incident, but it's a pub I visit several times a year and have always thought it a great place with good beer and good food.

[Claymore]

Love it!
Well, true quality is a single tiered, constant, reliable culture. Top down, bottom up.
Hold on - I'm on holiday.......if you want a lecture you'll need to wait another 7 weeks till I'm back in work.

[Foxglove]

I want some of what Claymore is on