Troubling why? Some people are dicks. I find the widespread service industry attitude that you must bend over backwards to treat them well while they're treating you like dirt quite troubling.
I can't speak for this place because I've never been there. However, I definitely wouldn't hold it against a restaurant that chose to treat customers with the same level of respect that the customers gave their serving staff.
If the restaurant is thriving in spite of its bad yelp reviews that suggests that it has a loyal customer base. That would suggest that they are doing something right.
"I find the widespread service industry attitude that you must bend over backwards to treat them well while they're treating you like dirt quite troubling."
Exactly. For an eye-opening view of what kind of shitty customer behavior restaurant and retail employees have to put up with on a daily basis, see the "Not Always Right" blog:
It works for that particular restaurant because they have a local clientele and don't cater to the tourist or traveler trade. That is, like many restaurants and other small businesses they are not really dependent on the internet for traffic.
Who visits Richmond, CA except for people who know someone there? It's not Las Vegas or Orlando.
I can't speak for this place because I've never been there. However, I definitely wouldn't hold it against a restaurant that chose to treat customers with the same level of respect that the customers gave their serving staff.
If the restaurant is thriving in spite of its bad yelp reviews that suggests that it has a loyal customer base. That would suggest that they are doing something right.