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/