To Complain or not to complain, regarding some recent postin

I'm a new member and certainly will try to make sure I don't offend any long timers. A few members, only a few not the majority, almost make me fearful of posting my opinion.

All businesses have bad moments. Local restaurants serve from 100-1000 meals a day. They are going to occasionally fall short on service or food quality as long as imperfect humans are the ones cooking and serving your meal. What matters in the end is whether they make it right, when you bring it to their attention. It is not comfortable for most people to complain, so I understand why many just never say anything. But I feel that it is not fair to any business to complain in a public forum, if you have not first shared your concerns with management or owners and given them an opportunity to make it right.

Please....if your expectations fall short, let someone in charge know. If they don't show concern or give you resolution you have a reason to complain to others.

I have lurked Robin's site for years as I am a huge fan of our local restaurant scene in Louisville and the many good dining ideas I have gotten from Robin and the forum posters. I dine almost exclusively at local and independent restaurants, but also have a few favorite items at some of the chains that seem to be so reviled by many in this forum. It is curious to me that though many get up in arms if anything negative is said about any of our local restaurants, some of those same people repeatedly bash and belittle the chains at any opportunity.

Just my thoughts. For full disclosure I have for 26 years successfully operated a chain restaurant, 20 of those years here locally.

... It is not comfortable for most people to complain, so I understand why many just never say anything. But I feel that it is not fair to any business to complain in a public forum, if you have not first shared your concerns with management or owners and given them an opportunity to make it right.

Please....if your expectations fall short, let someone in charge know. If they don't show concern or give you resolution then you have a reason to complain to others...

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+1

+1

+2 from me

Agreed.

Post away, as long as it's civil and respectful. Then be prepared to be asked questions like, "Did you speak to management?" "And what did they say?" People might also chime in with comments like, "Wow, that surprises me. I've never had anything but great food and service there," or "God, that's awful. I've never been there and after reading your post, I never will darken the door," or "Hopefully that was just an off night; I'll still give them a chance."

You may be challenged by other commenters - people around here tend not to read a post and then let it go without delving into the issue at least a little. It rarely devolves into attack and warfare, as some have alleged, so there's no need to be fearful. We're posting things that affect others' businesses, so it's only natural and necessary that other forumites jump into the discussion.

Some people say it's better to go to management with a complaint. Some people say the absolute opposite. Just because I believe and practice the former philosophy doesn't mean I am attacking someone when I state that opinion in response to their complaints about a restaurant.

I think it will be immensely interesting to have a chain restaurant operator's contributions to the discussions. So, welcome.

worked as a waiter for both chains and locals agree w u , iv worked for a local place that everything was from sisco and got 4 stars ,worked for a several chains that got ripped and make everything from scratch, post away i know alot of servers on this thread who have worked both local and chains who who have your back. going to eat at barbra lees (a local eatery ) would have walked to north end but feeling lazy . my girlfriend is alocal chef for local meat market and loves texas roadhouse ,when we cant afford jack frys or volare,(wich isnt often)

Welcome to the boards Brad. With all your experience your insight will be valuable and appreciated.
As far as negative posts go I've been lucky enough to not ever have had a bad enough experience with a restaurant that merited a post. Usually any bad experience I've had can be attributed to that rare occation when a restaurant simply finds itself in the weeds. It happens. Sometimes no matter how hard you work at doing your best, the numbers simply beat you down.

While complaining to the on duty manager regarding subpar service is the polite thing to do before ever considering a post on a public forum such as this, it isn't always possible. Sometimes when the service is really slow your time slot allowed for dining prior to a theatre/sporting/family event is already chewed up and you don't have time to wait around for a manager. (If my server can't remember to bring me my cocktail which adds to her tip percentage what makes me think he/she will rush off to find a manager for me when I'm trying to lodge a complaint?) And a call to the restaurant the next day? Good luck there. You might get a recording usually used to make reservations (and as we've seen on these boards already there is some serious question as to wheather or not those are even listened to.) So what to do? As seen in one case on these boards an unhappy diner posted and the manager saw the post and did a public mia culpa. (Which I thought showed a great deal of class and made a very positive impression on me.) Now the restaurant is in BETTER standing with the public than if no posting was ever made.

Look, no restaurant is going to be 100%, 100% of the time . Mistakes will be made. All the dining public (at least the resonable members) want to know is, will the restaurant act responsibly should something happen. As far as those diners that are always looking for a free meal, a handout, (the ones that always seem to know the owner dispite the fact they can't remember his or her name) well... they're gonna burn in hell anyway.

I can attest to Brad's good intentions and credability.....having known him since we both attended Westport High School in days of old (not to mention CB radio---but that's another story unto itself), we've often chatted about things on Hotbytes when I've stopped in to chat and catch up.

Welcome Brad! Very glad to see you in the fold.

[Robin Garr]

Welcome Brad! Very glad to see you in the fold.

Indeed!

I will only complain if the evening has already been ruined.

For us, dining is a way to decompress and relax. Taking a small bump in the road and escalating it into a management complaint does not further that goal. So, don't expect us to do management's job for them.

But if a manager stops by and asks how things are going, we will usually mention any issues. Do note more points will be taken off if you solicit an opinion, and then ignore the situation or argue about it. But you will hardly ever see an negative post from me that names, names. I don't know how prevalent this attitude is, so take it for the little value that it's worth.

I will only complain if the evening has already been ruined.

For us, dining is a way to decompress and relax. Taking a small bump in the road and escalating it into a management complaint does not further that goal. So, don't expect us to do management's job for them.

But if a manager stops by and asks how things are going, we will usually mention any issues. Do note more points will be taken off if you solicit an opinion, and then ignore the situation or argue about it. But you will hardly ever see an negative post from me that names, names. I don't know how prevalent this attitude is, so take it for the little value that it's worth.

...and that's responsible dining.

You probably aren't fishing for a comp when you do so, either, right? You're taking an active role in making the restaurant a better place to dine.

Brilliant. The guest is very much an active member of the restaurant. Honest feedback is how we grow.

EDIT: Welcome to the forum, mate! Don't be a stranger)

You probably aren't fishing for a comp when you do so, either, right?

Comps can't get me a stress free evening back. So, no I don't ever expect comps. But I must admit that one time when my bar tab was comped went a long way.

It doesn't happen often, but when an evening has been ruined (as Steve described), I will complain and make it clear that the experience has been ruined, I expect the place to make it right monetarily. If I'm dining and it's so bad that I wished I wasn't there, they better be making it right or I definitely won't be back. I don't ask for anything for free but if a terrible experience then I should not have to pay for a great experience. That's different than "fishing" for a comp.

I will only complain if the evening has already been ruined.

For us, dining is a way to decompress and relax. Taking a small bump in the road and escalating it into a management complaint does not further that goal. So, don't expect us to do management's job for them.

But if a manager stops by and asks how things are going, we will usually mention any issues. Do note more points will be taken off if you solicit an opinion, and then ignore the situation or argue about it. But you will hardly ever see an negative post from me that names, names. I don't know how prevalent this attitude is, so take it for the little value that it's worth.

Welcome Brad....Good to see you on here. With a 25+ years in this business, I can attest that no FOH or BOH staff get it right 100% of the time...we are all human and mistakes happen. No one is perfect. Your advice is spot on! Cheers!

Due to my fear of someone messing with my food, I do not complain about anything, I just don't go back.
The one strike rule can apply when it is in your control.

Brad,

Love your post and agree with almost all of your comments. In my personal case, however, I see a difference between slamming a restaurant without talking to management, and pointing out in a review that there were issues. If it's a horrible experience or the food is wrong/bad, of course we point that out politely to the server , then management ( though my husband needs some encouragement to do this- and we used to be in the industry. ). But if my service was slow, or it's loud , or the food wasn't that great, I'm not going to take that to management- I wouldn't consider that a "complaint". I would however post a even review of the place, pointing out both the good and the not- so- good. If we only post the great things about places, readers get a very biased view when reading for information/advice.

Glad to have you here!
Deb