We've all had the unfortunate experience of something going wrong during a restaurant visit. Whether it be a mistake with the check, poor service, or bad food, you may feel like your meal—or even your evening—has been ruined. However, there's a way to save your bad dining experience: the secret, believe it or not, is to complain. Here’s how:
Speak Up. If you have an immediate concern—a problem with your food, for example, or missing utensils, condiments or items ordered—let your server know immediately so that they can fix things. Missing items can be fetched quickly, and if a meal needs to be cooked further, recooked or replaced, the sooner this can be done, the less the meal is disrupted. It boggles the mind how frequently a server will hear “everything’s fine”, and then return later in the meal to see a largely untouched entrée and a customer who only complains when the server, noting this, asks if there was a problem. By that time, it’s useless to try to give the diner another meal, as their companions are finished.
If you have a problem the server can’t help you with (poor service, for example!), seek out the floor manager. If you don’t wish to discuss this while at the server’s table, you can certainly wait until the meal is over and then ask for the floor manager at the host stand. You may find this hard to believe, but managers want to hear if there is a problem—after all, the alternative is that they will lose you as a customer and that, in addition, you may complain to your friends about the restaurant and cause them not to go, either. Most managers have received training on how to communicate with dissatisfied customers and will appreciate your feedback.
Be Nice! Even if you have a legitimate beef, please be courteous. Chances are pretty good that the mistake was completely unintentional (your server may have another table that keeps thwarting their attempts to check on you, or the food you ordered went in right after a large party ordered) or not the fault of the person you are addressing about it (your server does not cook the food or set the prices). If you remain polite and sympathetic, the server or manager will feel much more disposed toward making things right for you and even going beyond your expectations.
Be Specific. It’s not really helpful to respond to the “How is/was everything?” with “Terrible!” If you want anybody to be able to help you, you have to specify the problem: Is your steak cooked to the wrong temperature? Are you sitting in a chilling draft from a blasting a/c? Did your server disappear near the end of the meal and you couldn’t get your check? Did ALL these things happen? If the restaurant doesn’t find out exactly what went wrong, how can they possibly fix it? If you cannot cite specifics, you will look like someone who is unreasonably dissatisfied with everything in life, and it’s hard to take complaints from such a person very seriously.
Have Realistic Expectations. Do not expect a remedy out of all proportion to the suffering. If the steak is medium rare instead of medium well, allow the kitchen to cook it further. If you ordered fries and receive a baked potato, your server should fetch your fries promptly (on a separate plate, allowing you to start eating the rest of your meal). Mistakes happen, and simple mistakes should have simple solutions; you can’t expect your meal to be comped over something small. However, if something happens that adversely affects your dining experience, you should have the expectation that the restaurant will try its hardest to make it up to you. Slipshod or unfriendly service or hair or a foreign object in your food can truly ruin an otherwise nice meal, and you are certainly within your rights to expect that your meal, or at least the affected entrée, be comped, or that a gift certificate for your next visit is offered. In the case of smaller mistakes, such as an exceptional delay in receiving food or a host forgetting to tell your server that you have been seated in her section, it would be appropriate for the manager to offer something a bit smaller, like a round of drinks (if local law permits) or complimentary dessert or appetizers. Most chains have a sliding scale of what managers can offer, depending upon the transgression.
Accept Loot Graciously. Some people find that if they ask for help with something that’s gone wrong (receiving the wrong food, for example), not only does the server fix the problem, but the manager hurries over to offer something extra, like dessert or a gift card. You may wish to decline, not wanting to look as though you are trying to get a freebie, but if the manger does offer you something to make it right, you really should accept, even if you didn’t mean to cause any fuss. Everyone will feel better if you do, especially the manager, who would rather have you leave with a feeling that you got more, not less, than you deserved. Happy dining!
Image credit: pexels.com/photo/woman-in-gray-sweater-looking-pensive-sitting-on-a-dining-table-6603138/






