"So in the spirit of openness I’ll start this review by saying I have just deleted my review of this restaurant from last night which achieved a low 2 star rating and have now published this review (yes we ate at the same restaurant two evenings running but I’ll explain) where 4 stars were achieved. Tonight and last night the food was never at question and I’m pleased we took the time to experience The Butcher again, and here’s why: A key principle of exceptional customer service for me is how you overcome problems when confronted by them. You can troubleshoot every scenario but ultimately mistakes and errors will happen, you just need to be fully trained and willing to resolve them, for the benefit of everyone involved... step in Jonny to save the day! Our meal last night was lovely the food was delicious and the atmosphere at the counter lively, so no questions there but the service was shockingly bad at best and out right rude at worst. We left disgruntled and an honest review was uploaded as is our way reflecting on the evenings highs and lows. We thought little more of the matter the next day went out and enjoyed the sights of the city until a random number called us out of the blue and identified himself as Jonny the Manager of The Butcher. Jonny from the outset showed genuine concern with regards to our visit to his restaurant and really wanted to understand from our perspective what we felt had gone wrong, it was good to also hear the perspective from the restaurant along with a request to give the restaurant another chance... which we did tonight. Firstly tonight’s dining took place in the ‘standard’ seating area at the rear of the restaurant in an anti-room and the atmosphere couldn’t have been more different to the night before. It was dimly lit with a roaring fire at the centre and Christmas trees alight outside creating a much more intimate setting, it was peaceful and relaxing. I liked both dining locations but it’s so great to have the choice. Secondly this isn’t The Ritz it’s a casual burger joint and the service reflects that style, ok so the restaurant were ‘prepared’ for our visit but looking around tonight the whole show couldn’t have felt more different, primarily because service was happening. The staff this evening were relaxed in themselves, nothing was too much trouble, they stopped by to chat to all their guests, it’s how I imagine the management would hope their restaurant is being run. Dinner was well paced with time to reflect on the course before as well as ponder on the course to come. In short it was an evening out, an experience, which let’s be honest you don’t expect at a burger restaurant. If we put last nights events to one side I would say that based on tonight’s experience I wouldn’t hesitate to recommend this restaurant. Our food was exceptional and the service matched up to it perfectly. Consistency is critical for a restaurant like this, it’s a tough market and if they can do every night what they did tonight I’m sure it’s future will continue to bright."
