Undercover Diner Returns to Lola's

Food: Great, Service: Not So Much.

As mentioned in the May 4 edition of The Agenda, when The Undercover Diner visited Lola’s, one of the final comments was, “Despite this experience, we will return...

Recently, we decided to follow through on that sentiment. It had been a while since we had Mexican food, and we did not want to drive too far. Plus, the Undercover Diner was due to see if things changed at Lola’s.

What Still Shines at Lola’s

We have never questioned the food quality at Lola’s, it has always been one of their strengths. The restaurant is clean, including the restrooms, and they have some friendly employees. Their Mexican food is made with fresh ingredients, and the chips and salsa are typically a highlight. The salsa strikes the perfect balance of texture and flavor, with just the right amount of spice.

During our return visit, my wife ordered a skinny margarita that also contained jalapeños

and the Nachos Supremos—nachos topped with chicken, ground beef, beans, lettuce, guacamole, sour cream, and tomatoes. She described it as hot and flavorful.

I ordered a Modelo Especial served in a "frosty mug," appearing in the true essence of a perfectly chilled beer.

For dinner I ordered two cheese burritos with a side of rice & beans. Sometimes, Mexican restaurants struggle to get the cheese in a Cheese Burrito hot enough, but this wasn’t the case at Lola’s. The burritos were delicious and even made for excellent leftovers the next day.

Where Lola’s Falls Short

Unfortunately, the service, which used to be a hallmark of Lola’s, has experienced a noticeable downturn. Over the last five years, until about a year ago, two standout waitresses provided exceptional service—punctual, friendly, and customer-focused. Since their departure, service has become inconsistent, leaning toward poor.

Although our recent experience was an improvement over the visit in May, the service still leaves room for growth. For comparison, other locally owned establishments like Charlie’s and Shakers consistently deliver outstanding service that Lola’s could emulate.

Our most recent server had a poor attitude, giving the impression that our presence was unwelcome. His body language and nonverbal communication made an enormous difference—and not in an effective way. For instance, when taking our order, he wore an expression that seemed to say, “What are you even talking about?” After a runner delivered our meals, the server did not check back with us until he brought the check. Thankfully, we did not need anything, but good servers routinely follow up and appear happy to help their customers.

Service Reflected in Guest Feedback

This sentiment isn’t unique to us. A Yelp reviewer, Alisha L. in town for the holidays from Charlotte, NC, shared a similar experience on December 31, 2024:
“Just had the worst service here.” When we walked in, the server literally threw his head back and sighed, obviously upset that there were customers coming in.”

Danny Meyer’s book Setting the Table highlights the importance of nonverbal communication in creating an exceptional hospitality experience. Gestures, body language, and subtle cues can make all the difference between a good dining experience and a disappointing one.

A Hopeful Future for Lola’s

Lola’s has a clean restaurant, tasty food, and a solid reputation, but they need to address their service challenges. With the right focus on hospitality and attention to nonverbal cues, they can reclaim the exceptional service that once defined them.

Hopefully, Lola’s can rediscover the recipe for good service—perhaps it’s hidden within the pages of Setting the Table.