They say first impressions count. Unfortunately, a recent visit to a café bar with my wife proved that even the smartest-looking establishment can make a thoroughly disgusting first impression.
We were looking forward to enjoying something to eat and drink when we entered a café bar that, at first glance, appeared to have everything going for it.
The building itself was smart and attractive. The interior décor was tasteful, the furniture was good quality, and the whole establishment appeared to have been designed to provide customers with a pleasant, comfortable experience.
So far, so good.
We selected a table beside a window, expecting to settle down, examine the menu and enjoy our visit.
Then we looked at the windowsill.
There, immediately beside our chosen table, was a thoroughly disgusting collection of dead flies.
Not just one unfortunate insect that had somehow found its way indoors and expired. There were numerous dead flies littering the windowsill.
It was an appalling sight, particularly in premises where customers are expected to sit, eat and drink.
My wife and I looked at the flies, looked at each other, and reached the same conclusion.
We were leaving.
In fact, we had been inside the establishment for less than a minute before deciding to take our custom elsewhere.
And that is precisely what we did. We found somewhere else to eat.
All Style, But What About Substance?
What made the experience particularly disappointing was the obvious effort that had gone into the appearance of the café bar.
Someone had invested money in attractive furnishings, tasteful decoration and creating an inviting environment.
Yet something as elementary as cleaning a windowsill had apparently been overlooked.
It raises an obvious question: if such a visible area, right beside a customer table, could be left in that condition, what attention was being paid to the less visible parts of the premises?
To be absolutely fair, we didn't inspect the kitchen, food preparation areas or other facilities, so we cannot comment on their condition.
However, the sight of numerous dead flies was quite sufficient to destroy our confidence in the establishment's standards of cleanliness.
Cleanliness Should Never Be Optional
Anyone running a café, bar, pub or restaurant should understand that customers judge an establishment on considerably more than its appearance, menu or prices.
Cleanliness is fundamental.
Customers shouldn't have to examine their surroundings for evidence of poor housekeeping before deciding whether it is safe or pleasant to eat.
Of course, flies can enter even the cleanest establishments, particularly when doors and windows are open. That is understandable.
But allowing dead insects to accumulate on a windowsill beside a dining table is another matter entirely.
A simple, regular inspection of customer areas should prevent such an unpleasant spectacle.
A Customer Lost in Under 60 Seconds
There is also an important business lesson here.
The café bar didn't just lose the money we might have spent on that particular visit. It also lost the possibility of our returning and becoming regular customers.
And, of course, disappointing experiences have a habit of being remembered and discussed.
We have deliberately chosen not to identify the establishment. Our purpose isn't to embarrass a particular business but to highlight something that every hospitality operator should take seriously.
You can spend thousands of pounds creating beautiful premises, but a few minutes of neglected cleaning can undo all that investment.
Our experience is a reminder that good hospitality starts with the basics.
Attractive surroundings are lovely. Comfortable furniture is appreciated. A tempting menu is important.
But none of those things compensates for a lack of basic cleanliness.
And as my wife and I discovered, sometimes it takes less than a minute to decide that an establishment simply isn't somewhere you want to eat.
Have you ever walked out of a café, pub or restaurant because of something unpleasant you spotted?
We'd love to hear your experiences in the comments on That's Food and Drink.
