Sunday service showdown: Bookworm vs Rickshaw
A thread at thatsbj.com has some unkind things to say about The Bookworm as does a former co-worker (she’s written several times via Skype, “I’m in Bookworm and no one’s taking my order”), a current one (”it took an hour and a half to get a coffee and a meal”), and numerous readers. When it opened, I patronized Bookworm thrice weekly, but have found the service increasingly lackluster, including a very bad lunch experience (see last item here).
Around the corner, The Rickshaw has been drawing some of The Bookworm’s wireless crowd, but suffers from its own issues with consistent service. I introduced two friends to the place last night and it took ages to get our food, one guy’s dish came 20 minutes after another’s, and the wings were the puniest I’ve seen (and carrying that new and higher 3-kuai price tag). Another co-worker calls The Rickshaw’s recent service “terrible”, which includes the pay-first policy, confusion among the wait staff, and wrong orders delivered to her table.
On Sunday - that would be July 29: yes, I’m a bit behind on my writing - I decided to check out The Bookworm and The Rickshaw with a simple mission: to see if someone proactively takes my order (it seems reasonable to me that new customers should be approached by the staff, no?).
5:07
I arrive in The Bookworm - It’s no secret that there’s a new customer, since I walked in, crossed the room, and made a racket plugging in my computer.
5:11
I’ve checked my blog stats. Wow, I’m thirsty! I turn and stare at the service counter for five seconds. Several staff stand around busily chatting to one another - oblivious.
5:15
A waitress comes toward the table. She picks up an empty soda can and looks around for other finished drinks but fails to realize I have no finished drink because, well, I have no drink period.
5:24
I’m still sans beverage. It can’t be that I smell bad - I took a shower before I came here.
5:27
Two guys at a nearby table just got a draft beer and a Corona. Those look pretty good.
5:33
I finished a blog post. Man, I’m parched! I remember when I would visit The Bookworm, have a coffee or two, a beer, and then some food, spending several hours and a nice chunk of cash. Actually, The Bookworm is not nearly as busy or loud as usual. It’d be pleasant if I asked for a drink, but I need to stick to the mission.
5:35
I can see The Rickshaw from the window. It’s probably hot in there but I could use a pint of Qingdao and a burrito.
5:38
The woman across from me wants to pay, thus a waitress is inches away. It would seem a perfect time to look my way and say, “Hey, how about a refreshing beverage?” They both leave…
5:42
… and closing my laptop, so do I.
5:43
I walk past the women manning the parking lot near The Bookworm - they are having a good time, and getting some cultural education, watching a half-dozen foreigners playing beer pong at The Rickshaw.
5:44
Arrive in The Rickshaw: Upstairs is bustling so I park downstairs. There are a half-dozen people, including four with laptops, and overall it’s as crowded as The Bookworm. It’s hot.
5:45
A waitress stands two meters from me and looks out at the deck, then turns around and disappears.
5:47
Manager Chad comes down and asks a waitress, “Did you get his Margarita yet?” Then he heads back up.
5:49
Chad is back to make sure that Margarita is being made and delivered. Two waitresses pass by the table. Man, I feel invisible today. Maybe I do smell.
5:53
A waiter comes over, gives me a food and a drinks menu. Nine minutes: not great, but better than The Bookworm… I order a quesadilla and draft beer.
5:57
The Qingdao arrives, I pay the bill. Do they have fapiao? Yes.
5:58
My change and fapiao arrives.
6:04
My burrito arrives as I talk to Chad. it’s great. Twenty minutes in and I have food, drink, wireless and a really sweaty T-shirt.
So, there you have it - Rickshaw tops Bookworm on this particular mission, though it be a somewhat sweaty affair.
By the way, these comments about service should be taken in context. Our fair city is far better off now that is has The Bookworm (witness the excellent lecture there last night by Steven Schwankert) and The Rickshaw (an unpretentious atmosphere perfect for Beijing). Kudos to the owners and the staff for making people like me and my friends and co-workers like these places enough that we patronize - and complain - about them. It’s simplly that we… um… want our drinks and grub! (And are willing to pay cold hard cash for them!)
(Note: I went to The Bookworm last Thursday night and my order was taken and then delilvered within three minutes. Go figure.)
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I had a similar experience there recently. My friend and I sat down, plugged in our laptops, checked our email, surfed online for a while, chatted, fiddled our thumbs, and then left 30 minutes later. Not a single server came by to ask us what we wanted! The upside of poor/slow service is that you get to hang out there for free.
Thanks for this analysis. I’m the one who started the original thread on thatsbj.com about the Bookworm. I’m glad it’s just not me!
I’ve never been to the Rickshaw. I will try it!
Mmm, I don’t really have major complaints about either place!
I actually find it refreshing that I can sit at the Bookworm for a while without being asked about what I want to drink or eat :) That’s a part of why I like going there !
Re: Rickshaw. I should probably start eating there more - every time that I have service has been good and there haven’t been mix-ups about the bill. Drinks have always generally been served quickly, and always with a smile!
Thanks for posting A,
I find The Rickshaw hit (80% of time) and miss (20%) so it’s certainly not a huge issue for me, but of reader comments about the place, most have been about service, with noise being a minority. And I agree, the service does come with a smile, and there are lots of new staff, which makes things more bearable.
Cheers, Boyce
Seems the service sucks somehow at both places.
Boyd,
Thanks for saving me the trouble of finding out Bookworm isn’t the place to sit down and have a drink..!
Mike
Mike,
The Bookworm is still worth a visit, it’s just that the service is very hit and miss. If you’re parked at the counter and enjoying some single malts, you’ll have no problems.
Cheers, Boyce
1818,
As mentioned, it’s hit and miss. The Rickshaw’s food and atmosphere overcome the service issues.
Cheers, Boyce
I really don’t understand the issue with having to attract the attention of a waiter.
If you go to a reeeeal Chinese place you wouldn’t object to bellowing out “FUWARRRRR!” to get service so what is it with The Bookworm that you expect home-style molly coddling? Remember that if you were back home you have to TIP to get good service.
Last time I was at the bookworm I bought a copy of Esquire (60RMB thank you) and sat down at a table clutching my mobile phone waiting to see if my friend would be able to make it or not. The waitress gave me the menu and I said “No thanks.” She looked at me like “Err. YEAH thanks. You have to buy something”
Luckily I can completely ignore Chinese people without any embarrassment so I just sat there reading the magazine I just bought for 60 RMB with her staring a hole into my head until my friend texted to say he couldn’t make it.
Hi David,
As mentioned in the post, it was an experiment inspired by reader comments and a TBJ thread. Also as mentioned in the article, I freely admitted that I could’ve asked for a beverage.
Having said that, your *home-style molly-coddling* and *reeeeal Chinese place* comments are off the mark. The Bookworm is owned by, managed by and largely patronized by foreigners. Given this, and the prices charged, it’s reasonable to expect customers to be given a menu after arrival. I talked to the manager later re the service, and he agreed it was a problem.
You claim you “can completely ignore Chinese people without any embarrassment”. Perhaps you feel some kinship for The Bookworm staff, which at times seems able to completely ignore customers.
Cheers, Boyce