How to complain

This is great.

http://eatocracy.cnn.com/2013/03/06/eat ... ?hpt=hp_c3

[Robin Garr]

That's excellent advice. Thanks for posting, Will.

A waiter called Manuel?? Seriously! I can just hear the jokes now. (Fawlty Towers for those of you who didn't understand the Manuel reference)

Mrs. Richards: [to Polly, acidly] Isn't there anyone else who could help me? Really! This is the most appalling service I've ever...

Polly: What a good idea. Manuel? Could you lend Mrs. Richards your assistance in connection with her reservation?

[Manuel looks around, confused]

Mrs. Richards: [to Manuel] Now, I reserved a very quiet room with a bath and a sea view. I specifically asked for a sea view in my written confirmation, so please make sure I have it.

Manuel: Que?

Mrs. Richards: What?

Manuel: Que?

Mrs. Richards: Kay?

Manuel: Si.

Mrs. Richards: Sea?

[Manuel nods]

Mrs. Richards: Kay, sea? Kay sea? What are you trying to say?

Manuel: No. No, no, no. Que... what.

Mrs. Richards: Kay Watt?

Manuel: Si, que: what.

Mrs. Richards: C.K. Watt?

Manuel: Yes!

Mrs. Richards: Who is C. K. Watt?

Manuel: Que?

Mrs. Richards: Is he the manager, Mr. Watt?

Manuel: Oh, manajer!

Mrs. Richards: He is?

Manuel: Ah, Mister Fawlty!

Mrs. Richards: What?

Manuel: Fawlty!

total classic, Fawlty Towers and Only Foos and Horses the two best sitcoms ever made

Mrs. Richards: [to Polly, acidly] Isn't there anyone else who could help me? Really! This is the most appalling service I've ever...

Polly: What a good idea. Manuel? Could you lend Mrs. Richards your assistance in connection with her reservation?

[Manuel looks around, confused]

Mrs. Richards: [to Manuel] Now, I reserved a very quiet room with a bath and a sea view. I specifically asked for a sea view in my written confirmation, so please make sure I have it.

Manuel: Que?

Mrs. Richards: What?

Manuel: Que?

Mrs. Richards: Kay?

Manuel: Si.

Mrs. Richards: Sea?

[Manuel nods]

Mrs. Richards: Kay, sea? Kay sea? What are you trying to say?

Manuel: No. No, no, no. Que... what.

Mrs. Richards: Kay Watt?

Manuel: Si, que: what.

Mrs. Richards: C.K. Watt?

Manuel: Yes!

Mrs. Richards: Who is C. K. Watt?

Manuel: Que?

Mrs. Richards: Is he the manager, Mr. Watt?

Manuel: Oh, manajer!

Mrs. Richards: He is?

Manuel: Ah, Mister Fawlty!

Mrs. Richards: What?

Manuel: Fawlty!

www.egodialogues.com/2008/fawlty-towers

Here is a new idea: If you had a bad experience at a restaurant, don't go to their Facebook page, and gripe. Ask to see a manager while you are there. It is the only time they can truly work to make your meal better as the article suggestions. If you don't like the place say so on your own page! Don't go to their page and make a stink where they are conducting business. It's not appropriate. You wouldn't want the restaurant owners to come to your business page and complain. You wouldn't want the restaurant owner to come to the underwear factory and knock the needle and thread out of your hand!

I see this a lot and it is irksome. Don't be that guy.

Ask to see a manager while you are there. It is the only time they can truly work to make your meal better as the article suggestions.

Meh....I really tire of this "see the manager" stuff. There was a point in time when I wouldn't hesitate to voice my complaint in person, now I just find the whole process to be a royal a pain in the ass...a process that (in my experience) rarely results in lasting change. That and having a manager "comp" me a dessert (that I probably didn't want in the first place)...or even my entire meal for that matter, really doesn't make up for a crappy experience...at least not in my mind.

Ask to see a manager while you are there. It is the only time they can truly work to make your meal better as the article suggestions.

Meh....I really tire of this "see the manager" stuff. There was a point in time when I wouldn't hesitate to voice my complaint in person, now I just find the whole process to be a royal a pain in the ass...a process that (in my experience) rarely results in lasting change. That and having a manager "comp" me a dessert (that I probably didn't want in the first place)...or even my entire meal for that matter, really doesn't make up for a crappy experience...at least not in my mind.

I understand that some folks are weary of talking to the manager but in that case you should just go home and pout and not post online complaints. My humble opinion based on years of eating out and years of running a restaurant.

Sorry, I agree with Steve P. on this one. I don't always have time to hang out, wait for a manager to show up then rehash an unpleasant experience. If the manager is out on the floor chances are pretty good he's on top of a bad situation already. If not, well sorry, it's not my job to see your restaurant runs smoothly. And you should hope we just go home and pout, instead what we do is go home and plan our next outing elsewhere. We share both our good and bad experiences with friends. And if a restaurant doesn't want negative posts on their Facebook account then it's time to use more traditional advertising mediums or develop your own honest to goodness website. Cutting corners is cutting corners is cutting corners and does not pay off.
And that's my opinion based on my and my family's years in the restaurant business.

total classic, Fawlty Towers and Only Foos and Horses the two best sitcoms ever made

I finally broke down and bought the Fawlty Towers series - surprisingly short run given how popular it was (and still is).

Even if you don't want to wait around and talk to a manager, you can still complain politely and privately, giving them a chance to fix it. Last time we had a poor experience at a local restaurant, I sent an email to an email address I found on the website, politely recapping our experience and explaining my issues. It was very much appreciated by the manager, and he offered me dinner on the house next time we came in.

I agree with you to a degree Jeff. Any complaint should be given with courtesy. And MOST of the time when I've had a problem the reason is obvious, for instance either the floor or kitchen is short staffed. That can happen for any number of reasons to any restaurant . I don't complain then because chances are management KNOWS there's a problem and where it is. I don't feel the need to put the restaurant out further by carping for a free dessert or free meal. And it won't keep me from coming back again, unless after a few visits, it becomes obvious that it's a habitual problem. The times in the past when I complained about improperly prepared foods (and before you assume anything I like my steaks rare and my pork chops a bit pink, my quiche at room temp and the rest of my entrees not left under a heat lamp.) I have been met with a snarky attitude from either the food server or the manager. And I've seen what happens to some dishes that have been returned to the kitchen. So, no thank you I am not willing to take that chance. And you know that happens. Face it. Complaining in a restaurant is often a no-win situation for the diner. My mother and father (who owned their own restaurants) impressed on me you only have ONE chance to make a good first impression. You've heard it all the time regarding all sorts of circumstances. I appreciate that a restaurant may want to make it up to a diner if they have an honestly bad experience but all too often the chef/food server/manager/owner will still see the diner at fault and only begrudgingly offer to make it good. And as Steve P. said, nothing changes. The emphasis seems to be shifting to "let me make it up to you" and away from "let's get it right the first time". Again, training and monitoring the staff is not the job of the diner.

. The emphasis seems to be shifting to "let me make it up to you" and away from "let's get it right the first time". Again, training and monitoring the staff is not the job of the diner.

I think your point about "make it up" is spot on. Nothing makes me crazier than some owner/manager trying to comp a $5 appetizer when it's not a financial issue - it's a you made a promise about what you could deliver and it's not happening. If I tell a manager something isn't right it's just a heads up, not a plea for largesse.

We share both our good and bad experiences with friends. And if a restaurant doesn't want negative posts on their Facebook account then it's time to use more traditional advertising mediums or develop your own honest to goodness website. Cutting corners is cutting corners is cutting corners and does not pay off.
And that's my opinion based on my and my family's years in the restaurant business.

Sharing your experience with family and friends is what your Facebook page is absolutely for. Sharing events and menu items etc. with customers is what a restaurants Facebook is for. You posting on THEIR page is what I find unnecessary. The complaint you have with the restaurant is between you and that establishment, I don't get airing your grievance about a visit to Joe's Chili Shack with every customer that comes onto their Facebook page. Their are review sites, and blogs to do that.

I manage the Facebook page for my families' business, and I would be really hurt if someone chose it as the place to shout about a mistake, we made. I would much rather they let me know another way so that I could address it with them, instead of making it something I had to address to ALL my customers, family, and friends. But I don't know I could be wrong, feel free to let me know I'm wrong so we can address it here in this public forum.