Mystery Shopper Report Actual

Actual Possible Overall Points Points Score Mystery Shopper Report 311.50 355.00 87.75

Client: Fado Irish Pub Date: Thursday, January 11, 2007 Location: Fado Irish Pub - Atlanta Arrival Time: 05:05 PM Address 1: 3035 Peachtree Rd. NE Departure Time: 06:25 PM Address 2: Total Time: 1 Hours and 20 Minutes City, State, Zip: Atlanta, GA 30305 Dining Volume % In: 35% Dining Volume % Out: 80%

Pre-Visit Call Act Pos WF YES NO NUM N/A Date and time of call: January 09, 2007 at 9:12 p.m. Was the phone answered within three rings? 5.00 5.00 5 X If you were placed on hold, did the person return within 30 seconds? 0.00 0.00 5 X If you were placed on hold, how long did you have to wait in seconds? Did the person answering the phone identify herself/himself? 5.00 5.00 5 X Name of person answering the phone: Russell COMMENTS: The phone was answered after two rings. The caller identified himself, but Actual Possible Score I could not quite make out his name. I asked him for directions to the restaurant. He asked me where I was coming from and when I told him, "South Atlanta," he gave me 10 10 100.00 directions from I-75. When I asked him to clarify which way I turned off of the exit onto Westley Chapel, he repeated the directions from the highway, giving me Johnny Rockets on the corner of Peachtree as a landmark. I then asked about parking, and he told me that there was a parking lot on location. I then asked him for his name, to which he responded, "Russell, the bartender." I thanked him and ended the call. He was very courteous and helpful.

Exterior Act Pos WF YES NO NUM N/A Was the exterior of the building in good repair? 5.00 5.00 5 X Was the landscaping appealing and well-kept? 0.00 0.00 5 X Were the sidewalks/parking lot free of debris? 0.00 5.00 5 X If night, was the exterior signage lit? 0.00 0.00 5 X COMMENTS: The outside of the restaurant looked well maintained. The only debris Actual Possible Score were club/restaurant/party fliers on the sidewalk and in the vestibule (outside the door). The lights were not on when we arrived as it was still light outside. 5 10 50.00

Restrooms Act Pos WF YES NO NUM N/A Was the men's restroom clean? 8.00 8.00 8 X Was the ladies' restroom clean? 8.00 8.00 8 X Were there adequate supplies in the men's restroom? 8.00 8.00 8 X Were there adequate supplies in the ladies' restroom? 8.00 8.00 8 X COMMENTS: Both the ladies' and men's restrooms appeared to be well maintained. The Actual Possible Score ladies' restroom was clean, and the only thing to remark upon was an unpleasant odor. The men's room also appeared to be well maintained. 32 32 100.00

PRINTED: Friday, January 12, 2007 @ 8:19:36 PM Page 1 of 5 © 2007 A Closer Look, Inc. ... leading-edge hospitality solutions Atmosphere Act Pos WF YES NO NUM N/A Were the lighting levels satisfactory? 8.00 8.00 8 X Was the temperature of the restaurant comfortable? 8.00 8.00 8 X Describe background music by TYPE and VOLUME: The music was British Pop Music with an occasional American Pop or Irish tune mixed in. COMMENTS: The temperature in the bar was comfortable. The music was initially Actual Possible Score relatively low, such that one could not make out the words. At 5:30 when more customers had entered the bar the volume was raised to a more noticeable level, but 16 16 100.00 as the conversation level rose, the music seemed to again recede into the background. The lighting levels were adequate (not too bright, not too dim).

Server Act Pos WF YES NO NUM N/A Server's name: David Description (sex, approx. age/ht., hair color/length): Male, 5'7", close cropped dark brown/black hair. Was your server's initial visit to your table friendly? 8.00 8.00 8 X Did your server smile/make eye contact? 8.00 8.00 8 X Was your server knowledgeable of the menu? 8.00 8.00 8 X On a scale of 1-5 (1=Lowest; 5=Highest), rate your server's uniform 5.00 5.00 1 5 appearance: On a scale of 1-5 (1=Lowest; 5=Highest), rate your server's attitude: 10.00 10.00 2 5 Was your server knowledgeable in facilitating the beverage order? 5.00 5.00 5 X If you or your guest(s) are under 30, were you asked for ID? 0.00 5.00 5 X Did your server indicate any specials? 0.00 5.00 5 X Was your server helpful in facilitating the appetizer, soup, or salad order? 1.00 1.00 1 X Did your server suggest, offer, recommend, or describe dessert? 0.00 1.00 1 X During your visit, did the server engage you in ANY conversation that did NOT 0.00 16.00 16 X include your food/drink order? If YES, please elaborate on what was discussed in your comments below. Were your beverages promptly refilled when needed? 0.00 0.00 8 X Did the person that brought your food to the table ask if you needed anything 5.00 5.00 5 X else? Were your plates promptly removed when you finished your meal? 5.00 5.00 5 X Was your guest check accurate, including all non-alcoholic beverages? 5.00 5.00 5 X If there was a problem with your food or beverage, was it solved to your 0.00 0.00 8 X satisfaction? COMMENTS: We were greeted immediately upon arriving at our table, but a staff Actual Possible Score member on her way to another table. As we settled in, David appeared and introduced himself and asked if he could get us anything to drink to start. We asked what beers 60 87 68.97 they had on tap and he listed them for us. When he brought us our drinks, he asked if we were ready to order and we gave him our appetizer order. When he brought our appetizer, he asked if we were ready to order and I asked him if there were any specials, to which he showed me the season section of the menu as well as the happy hour list. I then asked him if he could tell me what Chipotle was (pointing to the Chipotle Cod and Shrimp entree), and he explained that it was a flavorful mix of spices baked onto the fish and shrimp. He said that it wasn't too spicy and that he really liked the dish. When he brought our entrees, he pointed out the condiment tray on the table and told us what we had available to us and then asked if we needed anything else. After we'd begun to eat, he stopped by to make sure everything was alright. When we had finished our meals, another server took one of our plates and brought me a box that I had asked for. She then took my plate after I had removed the food. During this time, David came over and asked if we needed anything else. When we said that we didn't, he brought us our check and said the he hoped we enjoyed our meal and thanked us for coming. After we had signed the bill, the server who had taken our plates took it from the table and processed the transaction. David then returned and began clearing other items from the table and wished us a good night. He did not engage us in any conversation unrelated to our order, but was pleasant and helpful.

PRINTED: Friday, January 12, 2007 @ 8:19:36 PM Page 2 of 5 © 2007 A Closer Look, Inc. ... leading-edge hospitality solutions Time Standards Act Pos WF YES NO NUM N/A Were you acknowledged within 60 seconds of entering the building? (NOTE: A 8.00 8.00 8 X smile OR nod is an acceptable greet) Were you greeted within 60 seconds from the time you took your seat?(NOTE: 8.00 8.00 8 X A smile OR nod is an acceptable greet): Were the initial drinks served within 4 minutes after ordering? 8.00 8.00 8 X Were the appetizers served within 10 minutes after ordering? 8.00 8.00 8 X IF you ordered an appetizer, were entrees served within 12 minutes for lunch, 8.00 8.00 8 X 15 minutes for dinner AFTER your appetizer was delivered? IF NO appetizer, were entrees served within 12 minutes for lunch, 15 minutes for dinner AFTER the order was placed? Were the desserts served within 5 minutes after ordering? 0.00 0.00 5 X After putting your payment down, was the check transaction completed in a 8.00 8.00 8 X timely manner? Was the overall timing (pace) of your meal acceptable? 0.00 0.00 0 X COMMENTS: We were greeted immediately upon entering the back dining room by a Actual Possible Score server on her way to another table. When we sat down, we were immediately greeted by David who asked if he could get us anything to drink to start. Our drinks were 48 48 100.00 brought within two minutes of ordering. When our drinks arrived, we ordered an appetizer, which was brought within six minutes. Our dinners were served within 10 minutes after the order was placed (this order was placed upon receiving our appetizer). Our plates were cleared and our check was processed in a timely manner. The pace of the meal was perfect. At no time did we feel rushed, but neither did we find ourselves waiting.

Bar / Lounge Area Act Pos WF YES NO NUM N/A Was the bar/lounge area clean? 8.00 8.00 8 X Were you acknowledged immediately by a friendly bartender/server? 8.00 8.00 8 X Description (sex, approx. age/ht., hair color/length): Female, 30s, 5'8", long blond hair in a ponytail On a scale of 1-5 (1=Lowest; 5=Highest), rate the bartender's/server's level of 8.00 10.00 2 4 hospitality: On a scale of 1-5 (1=Lowest; 5=Highest), rate the bartender's/server's uniform 5.00 5.00 1 5 appearance: Was the bartender/server knowledgable in facilitating the beverage order? 0.00 0.00 5 X If you or your guest(s) are under 30, were you asked for ID? 0.00 8.00 8 X Did the bartender/server offer you a menu? 1.00 1.00 1 X Did you receive your beverage within 3 minutes after ordering? 8.00 8.00 8 X On a scale of 1-5 (1=Lowest; 5=Highest), rate the quality of your beverage: 10.00 10.00 2 5 Was the check transaction processed in a timely manner? 8.00 8.00 8 X Was your guest check accurate, including all appetizers, non-alcoholic and 1.00 1.00 1 X alcoholic beverages? COMMENTS: The bar was packed after we finished our meal, and we were only able to Actual Possible Score find a single seat available, so one of us sat and the other stood. We were immediately greeted by the bartender who asked us what we would like. After we gave her our 57 67 85.07 drink order, she asked if we would like to see a menu, to which we replied that we had already eaten and were just planning to have a drink while we waited for friends to join us. She poured the beer (Boddington's) from the tap in two pours. When it was delivered, it was delivered in a Boddington's glass, with a one inch head slightly above the rim (and lighter "head" throughout the glass as Boddington's does). The beer was served at an appropriate temperature. The bartender did not engage us in any conversation. When we asked for the bill, the bartender quoted us an amount, followed by a formal bill in a bill holder. She thanked us a wished us a good night when we left. We were not asked for ID at the bar.

PRINTED: Friday, January 12, 2007 @ 8:19:36 PM Page 3 of 5 © 2007 A Closer Look, Inc. ... leading-edge hospitality solutions Food & Beverage Items Act Pos WF YES NO NUM N/A 9.50 10.00 2 On a scale of 1-5 (1=Lowest; 5=Highest), name and rate each beverage item Hoegaarten - 5, 5, 5, 4 on a) temperature, b) presentation, c) quality, and d) value: Smithwick's - 5, 5, 5, 4 Boddington's - 5, 5, 5, 4

On a scale of 1-5 (1=Lowest; 5=Highest), name and rate each appetizer item 5.00 5.00 1 Smoked Salmon Bites - 5, 5, 5, 5 on a) temperature, b) presentation, c) quality, and d) value: On a scale of 1-5 (1=Lowest; 5=Highest), name and rate each salad item on a) 0.00 0.00 1 temperature, b) presentation, c) quality, and d) value: On a scale of 1-5 (1=Lowest; 5=Highest), name and rate each entree item on 9.00 10.00 2 Chipotle Fish and Shrimp - 5, 5, a) temperature, b) presentation, c) quality, and d) value: 4, 4 Fish and Chips - 5, 5, 4, 4

On a scale of 1-5 (1=Lowest; 5=Highest), name and rate each dessert item on 0.00 0.00 1 a) temperature, b) presentation, c) quality, and d) value: Describe the 'price value' (SEE GUIDELINES for explanation) of the items you The appetizer was delicious, well presented, and just received: enough food for an appetizer. The entrees were good, but it weren't extremely memorable (as most "bar" food). The beers were good, but a little pricey compared to what we usually spend. COMMENTS: The appetizer was delicious. We enjoyed both the presentation and the Actual Possible Score taste. I enjoyed my Chipotle Fish and Shrimp, but the fish was slightly overcooked and there were only three shrimp, which was disappointing because they were the best 23.5 25 94.00 part. The potatoes and green beans were delicious and a great nutritious side. My partner also thought his fish was a little overcooked, but he enjoyed the fries (and my potatoes and beans and shrimp). The Smithwick's was served with a three-fourth's inch head. It was not cascading. It had a smooth head and was an appropriate temperature. The glass had rings of foam, as indicative of a clean glass. We did not see the beer poured as it was brought to our table.

Management Act Pos WF YES NO NUM N/A Manager's name: We did not obtain a manager's name. Description (sex, approx. age/ht., hair color/length): Male, 30's, 5'10, long brown hair in a ponytail. Did you observe a manager? 8.00 8.00 8 X Did you witness a manager interact with guests or crew members? 8.00 8.00 8 X Did a manager visit your table? 0.00 0.00 0 X COMMENTS: We were not approached by a manager, but we did see a man in street Actual Possible Score clothes who appeared to be a manager, interacting with staff. We were seated to a table closest to the register in the back of the bar. We observed the manager facilitating a 16 16 100.00 transaction and talking with staff members. He was very well dressed and groomed and appeared to have a pleasant exchange with staff members.

Departure Act Pos WF YES NO NUM N/A Did a crew member speak to you as you left? 1.00 1.00 1 X If a crew member spoke to you, what did he/she say? The bartender thanked us and wished us a good night as we left the bar. Was the foyer and courtyard clean and well-maintained? 3.00 3.00 3 X COMMENTS: The bartender spoke to us as we left. We exited the rear of the building Actual Possible Score into the parking lot. The rear exit and parking lot were well maintained with no obvious signs of damage or debris. 4 4 100.00

PRINTED: Friday, January 12, 2007 @ 8:19:36 PM Page 4 of 5 © 2007 A Closer Look, Inc. ... leading-edge hospitality solutions Overall Ratings Act Pos WF YES NO NUM N/A Based on THIS visit, would you return? 15.00 15.00 15 X Based on THIS visit, would you recommend the restaurant? 15.00 15.00 15 X If you had not dined here, what restaurant would you have chosen? A restaurant closer to home. We do not live near the Buckhead area and tend to frequent establishments in our neighborhood. On a scale of 1-5 (1=Lowest; 5=Highest), rate your overall experience: 10.00 10.00 2 5 COMMENTS: Having frequented Buckhead over the past eight years, I would Actual Possible Score recommend Fado over other bars in the area. It has decent food, great beer, a pleasant environment and a really interesting bar/layout/building. 40 40 100.00

Shopper Info Act Pos WF YES NO NUM N/A What is your age? 29 What is your zip code? 30316

Report Totals Actual Possible Score Questionnaire: Fado ... Effective Date: 11/16/2006 311.50 355.00 87.75