Artigiano is my favourite Vancouver coffee shop. They make the best coffee in town and were tracing hearts, leaves, trees etc in that perfectly thick, creamy cappuccino foam when most coffee houses thought a sprinkling of cinnamon (ugh) on watery froth would make us feel that we might just be sharing our latte with Fellini on Rome's Piazza Navona. Artigiano, with its true Italian ancestry knew better - until they let John Coltrane loose in their West Broadway branch this past Labour Day.
This was John Coltrane in his later career, his sax screeching and screaming in the wild, abrasive upper registers - and screeching and screaming, and screeching and screaming some more. The coffee shop was empty. I would later wonder if this was a coincidence. I yelled my order at the cashier - she yelled her response. Somewhere in the stratosphere Coltrane got more agitated. And so did I. As did the man in the line behind me who was muttering to his partner about "this awful jazz'. "Could you please change or lower the music?" I asked. Now, anybody who has ever asked for music to be changed knows that there is a new law in the Universe that allows a mysterious force to hold sway over music in stores, restaurants etc. And this mysterious force has TOTAL CONTROL. It is usually located out of town and does not allow the simple act of turning a volume dial ever to be performed. I know because I've asked the people in Shopper's Drug Mart if they can change their music and I'm always told that it comes "from Toronto". And Toronto, apparently, wants loud, dumb music to be played at all times.
But I'd had higher hopes of Artigiano. Their music has often been truly background, soft and smooth like the sumptuous foam on those lattes. My companion had suggested they actually switch the music off but I knew that was like asking the Queen to friend you on Facebook. You just didn't ask because you knew it would never, ever happen. The girl behind the counter had disappeared into a back room. Now she came back smiling, mission accomplished - except for one thing, Coltrane was still riffing away up in the stratosphere, getting madder and more frazzled by the minute. As were we. The man in the line behind me asked for the manager.
Enter Desiree Olexi - a very young, pleasant-faced woman. But as she strode towards us, I could see on her pretty features, the new face of customer service. Not that old 20th century model where 'the customer is always right', and the customer's satisfaction and happiness are paramount. Oh no, here came 21st century customer service. It follows the model of what I call "The New Defensiveness." This model says that "you may be the customer but we are right and we will dig our heels in and insist on how right we are even as you are walking out of the shop."
Desiree set about explaining why the music could not possibly be changed/muted/stopped by entering into a complex, technical monologue that involved a lot of incomprehensible jargon about the iPod that ran the music being broken and, apparently, stuck on John Coltrane - which every single customer in the place very obviously was not.
"You have a customer rebellion on your hands," I said, gesturing to the unhappy half dozen of us in the shop. My friend came back from seeking refuge at an outside table to report that 'it's even louder out there and the people out there hate it." But Desiree was not to be swayed. The music had been turned down, she said. (It hadn't). Today, at least, she could do no more. Perhaps tomorrow the recalcitrant iPod could be fixed.
The man behind me in the line tried a new approach. He explained, calmly and politely, that he himself works in management and the one thing he had learned over the years is that, "it is not what you are saying but how you are making the person to whom you are saying it FEEL." He looked over at me and I confirmed that I felt patronized and insulted.
But Desiree Olexi wasn't really having it. Locked as she, and so many young managers are, in the need to be right, she failed to see that the time had come for some serious damage limitation. Instead, John Coltrane won, Desiree won. We drank our two miserable lattes faster than I've ever drunk a coffee in my life, and we left. We won't be back. There's an excellent French coffee shop, Baguette and Co, further along Broadway. They serve the best croissants in town and they don't deafen their customers. I hope Desiree and John will be happy together but it's a shame things went that way. One flick of a switch, one recognition that the people who pay your wages need to be heard and my imaginary mid-mornings with Fellini could have continued. Oh, and by the way, the great Federico once commented during a French tv interview, that he could not understand the fad for background music - music while you shop or eat . "Music is for listening to," he said with a shrug.
Showing posts with label Artigiano. Show all posts
Showing posts with label Artigiano. Show all posts
Guide to Good Things in Vancouver - Spring 2010 update
Well, the Olympics came and went and life as we know it here on the West Coast of Canada seems to have gone on as usual. My personal experience of the Games seemed to consist of a lot of going out and "looking for the Olympics." I could see the flame even if it was behind an ugly chain-link fence; after each hockey win for Canada, I could certainly hear the crowds. The lines in front of the Russia House, the House of Saxony, the BC Pavilion, the Mint and even for the non-Olympian Leonardo at the Art Gallery, confirmed that something was going on but, as is so often the case in life, I had a sneaky feeling that the real deal was going on somewhere without me. In the meantime, most of the really good things in Vancouver remain and are accessible and reliably delightful as ever. These are in no particular order. There are some new ones too. I'll start with, and say a little more about, the latest additions:
1. Xoxolat at 2391 Burrard. (www.xoxolat.com) I know they've been there for a while but I've just discovered them and what a discovery! I wandered in on a rainy April afternoon and talked to "Chief Chocolate Officer" Hodie Rondeau about chocolate. Sometimes, you just feel like talking about chocolate and on those days, Hodie is your woman. Unlike that other great temple of chocolate around the corner, the iconic Chocolate Arts which specializes in making its own, (see below) Hodie's Xoxolat also imports some of the finest makes of chocolate from chocolatiers around the world. Try the French Pralus brand's chocolate covered cocoa beans or select one of the wildly eccentric bars from Austrian Herr Zotter's range -avocado and mandarin yogurt?
2. Baguette & Co at 3273 West Broadway is a real French bakery. You've seen hundreds just like it all over Paris. The 'boulanger' Adrien Fabre is from Montpelier, the Patissier, Thibault Champel, is from the Ardeche. So, finally, it's possible to buy a croissant in this town that is not the size and consistency of a bath sponge. Phew!
3. Coast restaurant at its new location on Alberni St. The ever-dynamic Glowbal group recently shifted Coast from Yaletown to this downtown location. They still serve some of the best seafood in town and they add nice touches like telling you who caught what and where. (Jay Gold on the "Miss Venus" caught my sablefish). The "fish and chips hand roll" on the sushi menu is not to be missed - like Willy Wonka's magical candies, it delivers all the tastes and textures of fish and chips in an elegant little sushi cone. If you can, sit in the upstairs gallery. It's like being an audience member in a front-row seat at the big, exuberant show that is Coast. www.coastrestaurant.ca
4. Chocolate/raspberry tart at Caper's - Caper's has one of the best pastry cooks in town - add to that seriously dark chocolate and a not too sweet raspberry coulis and you have a tart worthy of Paris (said the bishop to the actress). And I know it's Whole Foods now but not here.
5. 'Fresh is Best' salsa, guacamole, chips etc on 2900 block Broadway in Kitsilano - their tortilla chips are so fresh and crispy- best I've tasted, their guacamole with a hint of cilantro, and salsa are 'squisiti' as the Italians say.
6.Baked chicken samosa at Choices. Beware, the kids in the deli are ALWAYS mixing up the chicken and veg. But since the veg is a lot of spicy potatoes and a few peas etc, the ground chicken is a much better bet and baked so not too greasy.
7.Chocolate Arts - chocolatier 2037 W 4th - elegant, original and utterly delicious. Nut-types rave about the "splinter" roast nuts in chocolate. I love the lemon-basil truffle. Best chocolate in town.
8. Cornbread at Terra Breads on 4th or Granville. I once had some French friends who arrived in town, sniffed, as the French are wont to do and headed out in search of 'real bread'. They came back with baguettes from Terra but the cornbread is fabulous - with onions and cheddar cheese or is it Asiago? Oh damn - will have to go buy some and see.
9.View from The Galley cafe at Jericho Yacht Club. Just a caf with self-service good, basic food and the most jaw-droppingly beautiful view in Vancouver.
10.Caffe Artigiano - opposite the Vancouver Art Gallery on Hornby or on Broadway - best coffee in town. Get your lumpy bums out of Starbucks this instant!
11.The restaurant at Vancouver Art Gallery - most elegant and reasonably priced lunch place in the city. Lunch on the terrace surrounded by flowers and ornamental trees with a background of classical music is a spring and summer treat.
12.Kits' Pool. Summer is approaching and I had to list something other than food. Blimey this thing is big! I felt like I'd swum in from London first time I completed a length but what a setting - it looks out on snow-capped mountains, Stanley Park and, the Pacific Ocean.
13. Various Chinese produce stores on Broadway between MacDonald and Alma. I favour Golden Valley, sometimes Tim's. Young's has the biggest following but the noisy music, surly staff and long lines don't make it worth the few cents I might save. New Apple Farm always seems to be a bit more expensive.
14. Sambal green beans at Banana Leaf - you can feel virtuous by getting your veggies and still eat one of the tastiest dishes on this very popular and good menu.
15. Hollywood Cinema on W. Broadway in Kitsilano - $5 for a Monday night double bill in this family-run Art Deco treasure. The Last Picture show lives on here in Kits.
16. The pizza at the Olympia Greek restaurant on Denman - delicious crust, generous helpings.
17. Still on pizza - Rocky Mountain Pizza Co - out of Canmore, Alberta and frozen in stores here or at their restaurant
at 1st and Cypress.
18.Gruyere and Mushroom tart at Coco & Olive on Broadway at the far end near Collingwood. Another truly French establishment. He is pricey and servings seem to be getting smaller but this tart puts your average bland quiche to shame.
19. Go Fish - fish and chip shack at Fisherman's Wharf near Granville Island - the days are getting warmer and a basket of fish and chips by the water here is a Vancouver summer treat. Bald eagles sometimes hover enviously in the skies above.
1. Xoxolat at 2391 Burrard. (www.xoxolat.com) I know they've been there for a while but I've just discovered them and what a discovery! I wandered in on a rainy April afternoon and talked to "Chief Chocolate Officer" Hodie Rondeau about chocolate. Sometimes, you just feel like talking about chocolate and on those days, Hodie is your woman. Unlike that other great temple of chocolate around the corner, the iconic Chocolate Arts which specializes in making its own, (see below) Hodie's Xoxolat also imports some of the finest makes of chocolate from chocolatiers around the world. Try the French Pralus brand's chocolate covered cocoa beans or select one of the wildly eccentric bars from Austrian Herr Zotter's range -avocado and mandarin yogurt?
2. Baguette & Co at 3273 West Broadway is a real French bakery. You've seen hundreds just like it all over Paris. The 'boulanger' Adrien Fabre is from Montpelier, the Patissier, Thibault Champel, is from the Ardeche. So, finally, it's possible to buy a croissant in this town that is not the size and consistency of a bath sponge. Phew!
3. Coast restaurant at its new location on Alberni St. The ever-dynamic Glowbal group recently shifted Coast from Yaletown to this downtown location. They still serve some of the best seafood in town and they add nice touches like telling you who caught what and where. (Jay Gold on the "Miss Venus" caught my sablefish). The "fish and chips hand roll" on the sushi menu is not to be missed - like Willy Wonka's magical candies, it delivers all the tastes and textures of fish and chips in an elegant little sushi cone. If you can, sit in the upstairs gallery. It's like being an audience member in a front-row seat at the big, exuberant show that is Coast. www.coastrestaurant.ca
4. Chocolate/raspberry tart at Caper's - Caper's has one of the best pastry cooks in town - add to that seriously dark chocolate and a not too sweet raspberry coulis and you have a tart worthy of Paris (said the bishop to the actress). And I know it's Whole Foods now but not here.
5. 'Fresh is Best' salsa, guacamole, chips etc on 2900 block Broadway in Kitsilano - their tortilla chips are so fresh and crispy- best I've tasted, their guacamole with a hint of cilantro, and salsa are 'squisiti' as the Italians say.
6.Baked chicken samosa at Choices. Beware, the kids in the deli are ALWAYS mixing up the chicken and veg. But since the veg is a lot of spicy potatoes and a few peas etc, the ground chicken is a much better bet and baked so not too greasy.
7.Chocolate Arts - chocolatier 2037 W 4th - elegant, original and utterly delicious. Nut-types rave about the "splinter" roast nuts in chocolate. I love the lemon-basil truffle. Best chocolate in town.
8. Cornbread at Terra Breads on 4th or Granville. I once had some French friends who arrived in town, sniffed, as the French are wont to do and headed out in search of 'real bread'. They came back with baguettes from Terra but the cornbread is fabulous - with onions and cheddar cheese or is it Asiago? Oh damn - will have to go buy some and see.
9.View from The Galley cafe at Jericho Yacht Club. Just a caf with self-service good, basic food and the most jaw-droppingly beautiful view in Vancouver.
10.Caffe Artigiano - opposite the Vancouver Art Gallery on Hornby or on Broadway - best coffee in town. Get your lumpy bums out of Starbucks this instant!
11.The restaurant at Vancouver Art Gallery - most elegant and reasonably priced lunch place in the city. Lunch on the terrace surrounded by flowers and ornamental trees with a background of classical music is a spring and summer treat.
12.Kits' Pool. Summer is approaching and I had to list something other than food. Blimey this thing is big! I felt like I'd swum in from London first time I completed a length but what a setting - it looks out on snow-capped mountains, Stanley Park and, the Pacific Ocean.
13. Various Chinese produce stores on Broadway between MacDonald and Alma. I favour Golden Valley, sometimes Tim's. Young's has the biggest following but the noisy music, surly staff and long lines don't make it worth the few cents I might save. New Apple Farm always seems to be a bit more expensive.
14. Sambal green beans at Banana Leaf - you can feel virtuous by getting your veggies and still eat one of the tastiest dishes on this very popular and good menu.
15. Hollywood Cinema on W. Broadway in Kitsilano - $5 for a Monday night double bill in this family-run Art Deco treasure. The Last Picture show lives on here in Kits.
16. The pizza at the Olympia Greek restaurant on Denman - delicious crust, generous helpings.
17. Still on pizza - Rocky Mountain Pizza Co - out of Canmore, Alberta and frozen in stores here or at their restaurant
at 1st and Cypress.
18.Gruyere and Mushroom tart at Coco & Olive on Broadway at the far end near Collingwood. Another truly French establishment. He is pricey and servings seem to be getting smaller but this tart puts your average bland quiche to shame.
19. Go Fish - fish and chip shack at Fisherman's Wharf near Granville Island - the days are getting warmer and a basket of fish and chips by the water here is a Vancouver summer treat. Bald eagles sometimes hover enviously in the skies above.
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