As I review the various postings regarding restaurants, it seems to me that service issues represent an extremely significant portion of restaurant-goers complaints. I have always thought that excellent and caring service, can make up for many problems which the restaurant kitchen may have.
I have always been extremely fond of Danny Meyer's restaurants in New York. Indeed, Gramercy Tavern and Union Square Cafe are almost always considered to be among the top five most popular restaurants in New York. Although they both serve great food, it is the service that makes these (and other Danny Meyer restaurants) special. I have just finished reading "Setting the Table" written by this amazing restauranteur. This is really a terrific book, not only for those of us who are interested in restaurants, but indeed for anyone working in a service industry. Danny's bottom line is that when hiring staff, he always places people skills way ahead of technical skills. The former can never be taught, whereas the latter can! This is one outstanding book!