Customer service follow up, work stuff and backpacking stuff

A quick follow up to my newsletter two weeks ago on the customer service issue we are facing, not just in Montana or Gallatin County but all over I do believe. This obviously will be an issue that I experienced this weekend which is the kind of issue I was trying to explain before. It’s a problem and it really needs to stop.

I had a client reach out to me about a month and half ago. He is from California and was looking for a nice tasting for his 40th birthday party with some friends. Seems like a pretty easy thing to accomplish. We chatted a bit and once we got past the initial discussion of what my business is all about he was sold on it. Then we got to the dreaded price point conversation.

He asked about the different experiences and the cost and what it included. After that and a great discussion I could tell he wanted the experience but was hesitant on the price. He decided to look further and see what he could find in his budget range. Fast forward to two weeks ago.

He calls me back and was asking if I had the 5th of September available. I did and asked what was going on. He said he had booked another chef for the date but the chef canceled and booked someone else for that date without following up. Literally just booked another party the same day as the already booked party. Now, if you have the staff to send to one party while you do the other I totally get it. Maximize your gains. That’s not what this was at all.

I was able to help him out with a three course tasting that worked perfectly for what he was looking for. After the dinner I asked what had happened and he was very candid. Basically the above story I just briefly explained but the chef of whom I am not going to say who it was but was super arrogant and handled this super unprofessional. For the record I am not a customer is always right fan. I never have been. However, you need to do everything in your best interest and provide the most impeccable service that you are capable of. However, you need to know how to handle certain situations and this was not handled properly at all.

This chef tells the guy that he booked someone else on the date they had agreed on. He said that they just focus on high end clientele and famous actors and stars. They are from Michelin and have done blah blah blah blah. They both ran other chefs down on this particular conversation when the client asked if they referred anyone else that could help them. Why do that? We all talk some shit but why would you do that with a client? This actually happened in Gallatin county. Now that being said, you never truly know who you are talking to on the other end of the phone. You never know who they are connected to or how much money they really have or don’t have. This was a group of lawyers, military higher ups and movie stars. So again, you told the same group of people to fuck off that you say you only focus on? I have to say they were a great group and was able to secure them for their winter trip. Thanks for the business and I’m always happy to take your clients since I have the same background as you and your partner! Why is this happening?

The next part of this is a pretty quick response and overview. So I get asked why I charge a lot. Not in a negative way at all, but after people talk to others they want to know “what do I get for my money?” That’s a good question and I have a response. So you are getting a totally different experience from the others you called. Yes, I can do simple dinners but that’s not really what it’s about. I truly feel like there are better options for that if that is what you seek. Sure, mine are good and you’ll like the food but I also want you to be happy with your overall experience. It’s not just about the food which can be a hard pill to swallow doing private events.

I try to target the people that want a different and unique experience using locally sourced, wild and foraged and high end specialty. I don’t work out of the grocery store for all of my products. I do go there for cream, butter and basics but the rest is either farm direct, hand picked or flown in. All of that costs money but if you want something truly exceptional with a story that’s a lot of what you are paying for.

While I do use and have used my local vendors for over 20 years out here in Montana I choose not to focus on that. Not all local is what I am looking for or have the taste I am looking to work with and achieve a successful dinner with. Using that as a base where I can is more of what I focus on. I am more focused on what I can find and forage mixed with local and high end specialty. Why limit yourself? That being said, use your head on seasonality. You don’t need to use asparagus and tomatoes in February. If you need tomatoes, take the local heirlooms we have locally and preserve, can, freeze, ferment and use that. Or use the plethora of roots and cold hearty leafy veggies we can have here. Again, this is just my way of thinking and how I do things. I never set out on this journey to be the busiest. I want to focus on high end and wild ingredients and bring that to the clients that search out something different. There are some great chefs here so it’s just a matter of what you are looking for.

I had time yesterday to get up in the hills and search for higher alpine huckleberries and fall mushrooms. The mushrooms were good, but the huckleberries were nothing shy of garbage! Plentiful and loaded up but white, dry and still plenty of greenies. I was able to pick a decent amount of chestnut boletes, slippery jacks and a nice 6lb turkey tail score that I was happy with. Grouse whortleberries were incredibly plentiful at 10,000 feet. I am going to make another trip this week to pick those tedious, annoying, tasty little bb’s of happiness.

Last but not least is gear. I get asked about that kind of stuff a good bit weather it be for hunting or backpacking and foraging. Truth be told I like to wear the same stuff for each. The way I look at it is why use gear that doesn’t work or you haven’t tested it. If you buy all new Sitka but don’t know how it performs during hunting season or a pack you have never done more than a mile with or boots or trail shoes you haven’t done anything longer than a paved around the neighborhood walk with how will you know how it performs. I use the stuff that works for me and that I beat up all year long so I know how it works. I’d rather have it fail on a spring or summer day hike and swap gear than be on a backcountry hunt or hike and have it fail or not work. This is a quick video of two Montana companies that I use daily that are both incredibly tough and just work. If you have never worn Duckworth you owe it to yourself to get some. They aren’t cheap but they make great gear that just works.

I know my hair looks outstanding after my creek shower. Anyone that says they want curly hair, honestly I wouldn’t wish that on anyone! I know this newsletter is kind of all over the place but the main focus is again the customer service aspect of it. We should all be trying to do better. We charge the prices to be impeccable so why wouldn’t you want that. In closing, I have my hiking partner that has been everywhere with me in the mountains for 11 years. I know we don’t have many more big hikes left so i’m just trying to enjoy the few that we do have. I hope everyone has a fantastic week and that you find time to cook something outstanding for yourself to enjoy and reflect on why we cook and do the things we do for others.

Scott (The Traveling Ungulate)