‘Few things worse in hospitality’: New Farm cafe’s surprising move after forgetting customer’s order
Mistakes happen – especially in hospitality. But you won’t believe what this New Farm cafe did when things went wrong.
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There are few things worse in hospitality than forgetting a customer’s order.
Do that on a Saturday morning when hanger is kicking in and you have a recipe for disaster.
But not at the recently opened Vice Coffee House in New Farm.
The sun-drenched, mostly outdoor cafe is the work of Brisbane-based coffee powerhouse Fonzie Abbott and takes over the site of the once-renowned Little Loco on Merthyr Rd.
Part of the brand’s expansion plan, which has seen the business diversify into craft beer and spirits, the new eatery is their second food establishment, with a sister cafe at their Albion headquarters, in Brisbane’s inner north, as well as a drive-through operation along nearby Lutwyche Rd.
Understandably, coffee is the hero here, with all manner of the black brew available from batch and cold to short macs and mochas. There is also a sizeable retail offering inside the weatherboard-clad eatery moving from keep cups and professional apparatuses to multiple varieties of beans by the bag for those wanting to channel their inner barista at home.
A cappuccino comes doused in more chocolate that Willy Wonka’s factory, and is ideal for those who don’t like their cup of Joe too strong; while a chai latte will provide a serious sugar hit alongside the cabinet of sweets inside.
As for the menu, this is another venue jumping on the sandwich train. There’s about half an A4 page dedicated to wraps and toasties on a plethora of carby bases like a smoked salmon bagel, falafel and pumpkin wrap or a ham and cheese croissant.
While on the other half of the page are contemporary breakfast favourites, say French toast, eggs benedict or pancakes.
The venue offers table service and it was at some point after this that it went awry for the trio sharing our communal table.
Somehow their order had been lost and they were left meal-less.
After realising the error, however, staff were quick to make up for the mistake, providing the group with free coffee vouchers as well as a slice of their house-baked banana bread, which they declared “really good”.
Mistakes happen in hospitality, but it’s how you make up for the blunders that matters and Vice Coffee House more than stepped up.
Thankfully, we had no such bad luck with our order of a BLT ($14.90) and chilli scrambled eggs ($18.90) although it wasn’t exactly fast coming out of the kitchen.
The BLT reminded me of an old-school pub version with high-top sourdough toasted and stuffed with smoked hickory bacon, thick slices of tomato, fancy lettuce and aioli with enough garlic to kill the cast of Vampire Diaries.
As for the chilli scramble, it was more scramble than chilli, with the only inkling of heat coming from a modest smear of sriracha mayo on the side of the large sourdough slice.
Just like the chilli, this is not food that is going to set the world on fire, but it does offer simple, satisfying fare with staff who care.
Vice Coffee House
2/121 Merthyr Rd, New Farm
fonzieabbott.com
Open daily 6am-2pm
Verdict
Food 3
Service 3.5
Ambience 3
Value 3
Overall 3
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