Angry Letter to the Editor or WTF is an Angel Steak

Dear Editor:

A situation arose today that caused me to feel extremely nervous as our society continues to make its transition to a service based economy.

I am a former area resident who visited to have lunch with my father. The last time I had lunch in the Tamaqua area, I found Basile Italian Delight very enjoyable and asked my father to go there with me again today. I now regret that decision.

After carefully reviewing the menu, my father chose a sandwich called an Angel Steak, which appeared under the burger section. When the sandwich arrived, my father was surprised to see that the sandwich did not feature steak, but chicken. Concerned that he had received another patron’s meal, he asked the waitress if this was in fact what he ordered. She told him it was. Still not feeling right, and a bit mislead since he expected a sandwich with red meat, he asked a second time and requested a copy of the menu to review the description of what he had ordered. Another woman brought a copy of the menu to him, pointed out that there was no description of the item and assured him it most certainly was what he ordered. I later learned that this woman was Paula Basile, an owner of the restaurant. When we questioned why something would be called “steak” when it was in fact not steak at all, she curtly responded, “I’m not going stand around and argue with you. Can I get you something else?” Taken aback by her rude tone and feeling somewhat embarrassed and upset by the way he was treated, my father asked that they just bring him a carry out box as he was no longer hungry. He later told me that he also did not feel like waiting for them to bring him something else because it had taken quite a while for them to bring us our dishes in the first place.

Upon leaving, the cashier asked us if everything had been ok. My father tried to find polite words to use while still being honest. As he began to answer the cashier, Ms. Basile approached us again. She defensively stated that she had offered him another meal. At that point, I stepped in and offered my opinion – that the name of the dish was misleading and irresponsible as there are people out there with various food allergies and dietary issues. Of course, I could now see why she would want to call it “Angel Steak” since “three dry chicken fingers on a bun with a piece of lettuce” does not sound nearly as appetizing. Ms. Basile began to argue with me, telling me that “chicken of the sea” is not really chicken, either. Thinking that she might want business advice from someone more intelligent than Jessica Simpson, I suggested that she should add a description to the item so that people would know exactly what they were getting. I am an educated business professional with consulting experience. I was only trying to help her. She then raised her voice at me telling me that she has many years of experience in the restaurant business and that she was not interested in my feedback. I’m not sure what capacity of business Ms. Basile operated in over her years of experience but her managerial skills could use some fostering. I told her that she just lost a customer, not because of the menu issue but because of her attitude. To that she retorted, “I really don’t need customers like you anyway!” Really? The last time I checked we were in a suffering economy. Ms. Basile should be appreciative of every person who steps through her door. According to Dun and Bradstreet, restaurants only have a 20% chance of surviving their first two years. In fact, the very day that she opened her business, your newspaper ran a story about several area restaurants that had closed or were closing.

What incenses me most about this experience is the way in which Ms. Basile spoke to my father who is an elderly retired veteran. What ever happened to having courtesy and respect for others, especially your elders and customers? Ms. Basile never took any responsibility in her part of the misunderstanding, which alienated her customer. The only person who apologized to us was the waitress and this certainly was not her fault. Ms. Basile should have been thanking my father for coming to her restaurant. There are many other places we could have chosen for lunch on a Saturday afternoon, such as La Dolce Casa or Two Kings, both of which offer similar menus. I have visited these places for lunch during my visits and the owners and staffs of these establishments have always been nothing but kind and gracious to me. They will continue to get my business when I am in town. Perhaps Ms. Basile can learn from them. I wish her and her family nothing but luck in their endeavor. They need it.