Ep 6. Grumpy Tom

In this sixth episode of Mystery Diners season one, restaurant owners turn to the show's host, Charles Stiles, to discover why their customers are unhappy. The episode, titled "Grumpy Tom," follows the story of Tom, who owns a small restaurant called Caffe Boa. Tom is struggling with his unhappy customers, five-star ratings dropping to one-star reviews overnight, and a decrease in business. Tom is baffled and worried about the failing reputation of his restaurant but is at a loss to understand what is happening.

To find out what is going wrong, Charles Stiles sends in Kelly, his mystery diner, to investigate. Kelly and her team go undercover, posing as customers, undetected by Tom and his staff. They start by ordering food and observing the way Tom's staff handles their orders. They notice a few issues right away, such as a slow process of order taking and food preparation, and crusty dishes that haven't been washed properly, giving off an unpleasant odor and making the food unappetizing.

As they continue to investigate, they notice dissatisfied customers complaining about the quality of the food. Kelly and her team observe a conversation between Tom and one of his waitresses, where they find out that Tom is not paying for the fresh and high-quality ingredients he once used to. Hence, he is resorting to cheeping out on the ingredients, eventually compromising the flavor of the dishes.

Moreover, Tom is also not following health and safety standards, resulting in bacterial growth and contamination in the food. The kitchen is unsanitary and unkempt, with food debris strewn about, which is particularly disturbing considering the dining area is continuously visible with customers.

As the investigation continues, Kelly decides to meet with Tom, presenting him with all the electronic evidence found by the team of Mystery Diners. Tom is taken aback as to why his customers are unhappy, and Kelly straightforwardly points out that the quality of the food and environment of the restaurant have drastically gone down because he is cutting corners on expenses by buying lower quality ingredients, not paying employees well, and creating shortsighted shortcuts in food preparation.

Kelly then introduces Tom to their technical advisor, Chef Nadia, who demonstrates how the dishes that Tom's Caffe Boa used to be known for can be made with the right ingredients and resources, using a recipe with the same ingredients he once used. Chef Nadia points out that cutting corners in food preparation and presentation leads to customer dissatisfaction. Tom seems open to these solutions, despite his resistance to the shock of his restaurant's current reality.

After confronting Tom and showing him ways to improve his restaurant, Kelly and Charles meet with him to determine the final outcome. They reveal what they found during their investigation and commend Tom for his willingness to make necessary changes. The ultimate result is that Tom agrees to implement all the suggested improvements, rehire some old staff, fire others, change the restaurant's interior, and take steps to ensure that his restaurant regains its previous status as a well-regarded establishment.

In conclusion, Mystery Diners's Grumpy Tom episode focuses on why restaurant owners must prioritize providing their customers with high-quality food, a clean and safe environment, and excellent service. By following the advice of experts like Chef Nadia, Tom learned that quality ingredients, proper preparation, and hygiene can make all the difference in the world, and ultimately satisfy his customers.