They Blew It

Last night we experienced one brand that delivered on it's promise and on that didn't even come close. We were headed to the Elton John concert at the Wachovia Arena, but first decided to go to dinner at the recently opened Portofino Restaurant.

Portofino bills itself as an upscale Italian restaurant. They spent million converting a Boston's into a swank new place. The colors are warm and inviting, there's an open hearth where the oven brick pizza is made, the bar is cool (only two televisions at one end), etc. I had been there once before and had a so-so meal, but our friends had not yet eaten there so we thought - perfect! We'll grab dinner and then make our way almost next door to the concert.

Big mistake. We had reservations at 6 p.m. and arrived on time. It took 10 minutes to seat us and it quickly became apparent that management had underestimated the crowd. The place was full - but the staff was undermanned both on the floor and in the kitchen. It took another 10 minutes for the harried waitress to take our drink order.

We finally ordered - pizza as an appetizer and simple main courses. Then we sat. And sat. And sat. The people at the next table who had been seated after us got their meals (although we noticed the woman's chicken was pink inside and she refused to eat it.) By 7:30 we told the waitress we were leaving - hungry and angry.

We cornered one of the two owners who were walking around in matching velvet jackets and told him what had happened. I don't think he got itl. As we walked out we saw three other tables with people in simlar states of starvation. They all were getting ready to leave.

Now this concert was advertised and advertised so the restaurant had to have known they would be busy. Either they are novices and don't know what they are doing, or they have spent so much on renovations they can't afford to hire enough staff. Either way they have destroyed their brand.

It would have been better if those owners started delivering meals.....

On the flip side, the concert was terrific! Elton John packed the place and he delivered. It mattered not that he no longer can hit the high notes. We all forgave him because he connected with us by having a good time singing the songs we all know and love. The man can still play that piano and though his costumes have become relatively tamer, the embroidered and sparkly tux with tails was pure Elton. He is his brand and he certainly delivered on his promise.

We enjoyed it immensely, and it (sort of) washed away the fiasco of earlier in the evening. But I will admit to some stomach grumbling as we left the Arena (Elton played for almoset three hours!).

C