I’m all for online reviews.
If the food is bad, the place is dirty or the service is poor, people deserve to know. Honest feedback makes hospitality better.
But somewhere along the way, a handful of people decided that every minor inconvenience deserved a public execution.
“The chips were too hot.”
“The pub was closed when I turned up.”
“There were wasps in the beer garden.”
Behind every independent pub or restaurant is a team of people working long hours, missing family time and doing their best to give strangers a good experience. Trying to damage a business because your Coke wasn’t bubbly enough says far more about you than it does about them.
The best part? Hospitality has finally learned to fight back. Some of the owner’s replies are funnier than the reviews themselves, and rightly so.
Now let’s hear them… what’s the most ridiculous one-star review you’ve ever seen? 🍻
#HospitalityLife
#PubLife
#RestaurantLife
#CustomerService
#SupportIndependent
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Why chefs walk funny…
You can always spot a chef in the wild. It isn’t the tattoos because half the people in Tesco have sleeves these days. It isn’t the burns either. Plenty of people have scars. No, it’s the walk. That peculiar, stiff-legged shuffle that says, “I’ve just spent fourteen hours on concrete and my body is considering legal action.”
Customers imagine chefs striding out of the kitchen after service like gladiators. Reality is far less cinematic. We leave looking like we’ve survived a bar fight, lost, and then had to mop the floor afterwards. Every joint clicks. Every muscle hurts. Your knees sound like a family-sized box of Rice Krispies every time you stand up. Snap. Crackle. “For fuck’s sake.” Pop.
Nobody tells you this when you decide cooking is going to be your career. They sell you the romance. Beautiful food. Creative freedom. Happy diners. They conveniently forget to mention that you’ll spend decades hauling fifty-pound sacks of potatoes, carrying crates of beer because Dave has mysteriously disappeared for another “five-minute” cigarette break, bending into under-counter fridges roughly six thousand times a shift, and lifting pans that somehow become heavier the closer you get to closing time.
Concrete floors are merciless. They don’t care whether you’re twenty-two and invincible or fifty-two and held together by ibuprofen and stubbornness. They just keep taking tiny pieces of you. First your feet. Then your knees. Then your hips. Your lower back eventually joins the mutiny, followed shortly afterwards by your shoulders. By the time you get home, sitting down feels wonderful. Standing back up feels like an Olympic event.
Getting into the car becomes a tactical exercise. Getting out requires momentum, careful planning, and a noise that sounds like a walrus giving birth. Drop your keys on the floor? Congratulations. Those are now floor keys. Unless the house is on fire, they’re staying exactly where they landed because nobody is bending over unless there’s serious money involved.
People think chefs eat like kings. That’s adorable. We spend twelve hours making beautiful food for everyone else, then shovel three cold chips into our mouths while standing over a bin because it’s eleven-thirty at night and that’s the first thing we’ve eaten since breakfast. If we’re lucky, someone overcooked a steak. That’s dinner.
The funny thing is that nobody complains about any of this. Not really. We moan constantly, obviously. Hospitality runs on caffeine, nicotine, sarcasm and relentless complaining. Every chef threatens to quit at least once a week. Every Saturday night somebody announces they’ve had enough of this ridiculous industry. By Tuesday they’re back in the kitchen, calling the ticket machine a cunt and arguing over whose turn it is to empty the grease trap.
Because here’s the dirty little secret. We love it.
We love the chaos. We love the rush when a hundred tickets are hanging and somehow the whole brigade starts moving like a single organism. We love the feeling that comes at the end of an impossible service when everyone is exhausted, covered in sweat, slightly delirious, and somehow every customer left happy.
The job wrecks your knees, your back, your hearing and, on occasion, your faith in humanity. It also gives you stories that people with sensible jobs could never invent.
So the next time you see a chef limping across a car park, moving with all the grace of a shopping trolley missing a wheel, don’t ask what happened.
Nothing happened.
It’s just Tuesday.
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I still find this slightly surreal.
A few years ago I was trying to survive another Saturday night in a village pub, wondering why the cellar had flooded, where the fish slices had disappeared to, and whether the bloke at the end of the bar was really about to explain how he’d run the place better than I could.
Now I’m being interviewed on an international literary radio show about the book that grew out of all that glorious chaos.
Life has a peculiar sense of humour.
If you’d like to hear the stories behind Lies, Theft and Sht on the Ceiling*—how a Canadian accidentally became an English pub landlady, why hospitality is one of the greatest and maddest professions on Earth, and how the best stories are usually found at the end of a bar rather than in a boardroom—I’d love you to join me.
📻 Beyond The Cover with Andreia Santos
🗓️ Monday 29 June (tomorrow) and Friday 3 July
🕛 12:00–2:00pm (UK)
🎙️ Listen live:
streamer.radio.co/s754077bf4/listen
Thank you to everyone who’s supported the book so far. Every message, review, share and recommendation means more than you probably realise.
Now… let’s see what happens when someone gives a former pub landlady a live microphone. 🍻Dream Catcher Radio #AuthorLife #PubLife #BookLaunch #Hospitality #BeyondTheCover
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