I am aware that there is a post in the local Louisville group, and I have asked to join the group in order to post a response. My request is still pending. The following will the what will be posted: My name is Jacques Blanchard and I am the owner of the Louisville Rex. I was made aware of Wendy’s problem earlier this morning and I immediately reached out to her. It has never been the Rex’s policy to ask patrons to leave, and everybody is welcome to stay for as long as they want. Like every restaurant, we do occasionally have large groups walk in, and in an effort to accommodate them we might ask patrons to move to another table, but it is always done by a manager and we always offer a round of drinks or desserts to thank them for their help. I can sincerely say that what happened last night was an aberration, and I will certainly use it as a training opportunity for my staff. As far as the rest of the comments go, like anything else in social media, some of it is absolutely true and some of it is not: Our menu in the past certainly left a lot to be desired, and that’s why we switched over to an entirely new approach to cooking in February of this year. We brought in a chef who recreated the menu with a “let’s make everything home-made daily” approach, and from the over 400 positive comment cards we have received since, I think we are well on our way to being a much better restaurant. We still will make mistakes like everyone else, but I guarantee you that we are eager to fix every one of them. As for the staff, they were very inexperienced when we first opened in 2011. However, 80% of our staff today has over 4 years of experience in the restaurant industry, while the remaining 20% (our “junior staff”) are servers that have graduated from being bussers and hostesses at the Rex. I absolutely pride myself on hiring Louisville kids for every position I can, and over 150 Louisville kids have gotten their first job at the Rex. We are part of this community. As far as the cockroach person goes, I can guarantee that it never happened. Does he even know that we have never, ever served veal here?!? I think I would have remembered an incident like that one. I absolutely do care about my customers and I obsess over service. I always welcome comments and I will always respond to every customer comment, good or bad. I live in Louisville (just moved back after a six month mistake!), I work in Louisville, and I love this city.
Posted on: Sun, 22 Jun 2014 18:51:03 +0000
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