Parent companies sometimes make changes to the restaurants they own. Mostly, these changes go unnoticed — an unpopular menu item disappears, green tablecloths are replaced with red ones and so on. Other times, patrons notice and they take their business — and their wallets — elsewhere.
Bugaboo Creek Steakhouse, which was founded in 1993 and has several locations — or “lodges,” as they are known within the company — on the East Coast, from Maine to Maryland, has been through many changes since its parent company, CB Holding Corp., filed for bankruptcy in 2010. CB Holding sold the Bugaboo brand to Capitol BC Restaurants LLC in 2011.
If you went to a Bugaboo Creek Steakhouse before or during the bankruptcy, you probably noticed several of the sacrifices: food quality, decor and atmosphere, to name a few. Maybe you didn’t want to return. But maybe, if your family is like ours, your children made you go back — for the talking animals.
Two weeks ago, I wrote about my waning enthusiasm for Bugaboo Creek’s Bangor location and how my son kept dragging me there to hear Bill the Buffalo talk. When the parent company decided to go in a “different direction” and silence the animals, even my son had enough of the restaurant. I didn’t complain. Over the years, Bugaboo seemed to get dustier, darker and not worth the money. With no talking animals, what else was there?
Reaction to my column was quick and unexpected. Readers did one of three things: They bashed me for denigrating a locally owned business, poured more insults onto the restaurant or joined children everywhere in the call to bring back the talking animals. The conversation went on for nearly two days, and it wasn’t always pretty. That’s the bad news.
Here’s the good news: Our local Bugaboo Creek here in Bangor noticed.
What was clear from readers’ reactions is that Bugaboo Creek has sentimental meaning to the community. And while the food and atmosphere needed some attention post-bankruptcy, the experience of taking your children to dine with talking animals did not. If Bugaboo Creek were only about steaks and potatoes, surely there are other options. But Bugaboo Creek, it seems, is an experience — a place people remember going. Over and over, readers opined, “I loved taking my family to hear the animals!”
Recently, the manager of Bugaboo Creek in Bangor made a decision: He would let the animals talk again. Then he reached out to my family and invited us to be one of the first to eat at the new and improved Bugaboo Creek. It had been more than a year since we had been to the restaurant.
The very first thing I noticed was how bright and clean the inside looks. This isn’t the dusty, dark “lodge” I remembered. The interior had a complete facelift, including new carpet, newly finished woodwork and different decor. The animals no longer have dust on their heads. And just as we walked past Buffalo Bill — who no longer plays on an annoying loop but is controlled by a hostess-stand button — he welcomed us to Bugaboo Creek.
Lindell was ecstatic. He’s older now, of course, and doesn’t believe the animals are real. But waiting at a restaurant is difficult, and watching talking animals helps. There were new kids’ menus, too, with fun activities that kept Lindell busy right up until our food arrived. I’m no food critic, but I can assure you the quality at Bugaboo Creek has definitely improved. The 3 Peaks Chocolate Cake is especially noteworthy, but Lindell wants you to know they still have flashing “Northern Lights” ice cubes for the kids drinks, too.
It was 5:00 p.m. on a Sunday, but the place already was genuinely hopping. Booths were filled with young families and elderly couples, and there were some single diners sat at the bar to watch the Seahawks-49ers game.
During dinner, we had a chance to chat with Seth, the manager. He has worked at Bugaboo since he was 19 years old, rising up through the ranks, from waiter to manager. He invested hours hand-sanding woodwork and installing carpet to improve the atmosphere. (You must check out the beautiful, white wood-paneled meeting room that is available to rent.) When Seth saw your complaints online, he knew what he needed to do: answer the community. His restaurant is supported by the parent company, but it is driven by general managers. So although the larger company is still moving away from talking animals, Seth decided to bring them back for you.
No matter what you think about Bugaboo, eating out with children or even animatronics, I think we can all agree on this: What Seth has done is commendable. You are his customers, and you weren’t happy. So he made changes. Isn’t that what we need more of — local companies that respond to their community, not parent-company pressures?
If you agree, go check out the new Bugaboo Creek in Bangor. And tell Buffalo Bill that Lindell sent you.
Maine author and columnist Sarah Smiley’s writing is syndicated weekly to publications across the country. She and her husband, Dustin, live with their three sons in Bangor. She may be reached at Facebook.com/Sarah.is.Smiley.