Captain's Quarters.... How to complain, and how not to

You're certainly entitled to your opinion, but we managers really do appreciate hearing about issues. I certainly try to be aware of everything on the floor, but on a busy night it's impossible to be everywhere at once and sometimes servers don't want to tell you about an issue because they don't want to get in trouble. It's not a matter of plying guests with free stuff "x" for issues "y," it's about improving. Whether or not you'll give us another chance I like to know so issues don't happen to someone else in the future. If you're so cynical that you don't care enough to help a small business improve, think of it as paying it forward and alerting management so the next customer has a better night than you did.

How far do you want a guest to go? Dish "X" was lacking salt, dish "Y" was too spicy, my steak was medium, not med rare; do you really want to hear this? Different strokes for different folks is some times/most times the answer. A restaurant can make the same dish and everyone in the place have a different opinion of it. I’m not saying this gives a person the right to bash a place, but they should be able to say I found my “X” to be lacking salt, in this forum, without speaking to management first.

You're certainly entitled to your opinion, but we managers really do appreciate hearing about issues. I certainly try to be aware of everything on the floor, but on a busy night it's impossible to be everywhere at once and sometimes servers don't want to tell you about an issue because they don't want to get in trouble. It's not a matter of plying guests with free stuff "x" for issues "y," it's about improving. Whether or not you'll give us another chance I like to know so issues don't happen to someone else in the future. If you're so cynical that you don't care enough to help a small business improve, think of it as paying it forward and alerting management so the next customer has a better night than you did.

Jeremy-
Your response highlights an issue that I'm still having a bit of trouble getting my arms around. Specifically, the issue of a server not alerting management to an "problem" for fear of getting in trouble. Any business has some (poor) employees who try to cover their a$$...I've had my share for sure. Not to put you on the spot, but do your employees (not just servers) have it in the job duties a requirement to report issues directly to you? Are they aware that not meeting this particular requirement will have consequences greater than the initial mistake they may be trying to cover-up? IMO, fostering this type of employee/management atmosphere builds trust and offers great training and growth opportunities, so service is improved for all patrons.

Jeez,
I'm heading to Captain's Quarters for dinner tonight. Anyone want to join me?

[Robin Garr]

Jeez,
I'm heading to Captain's Quarters for dinner tonight. Anyone want to join me?

We sure would if we didn't have a meeting to go to!

Dining out for me, is about enjoying the company of my lovely wife, and from time to time, my other dining companions. If there's a problem with my meal, I might mention it to the waiter.. At that point, I'm just an observer. What ever happens, happens.

I'm not big on getting "what's mine", so it's generally not a big deal to pay for a meal that isn't 100% up to snuff. If I'm already suffering though a poor meal though, why compound that with the stress of convincing a waiter or a manager that you have a valid opinion? If the waiter is digruntled, it is not my problem. My evenings are mine; and I don't find it enjoyable to bulldog someone else's issues.

So either the waiter handles the original complaint or not, escalation beyond that is not my responsibility.

Likewise, I don't typically get on the Internet to bash folks for not providing flawless food and service. Reliving a bad experience does not bring me pleasure. Which is why I dine out in the first place.

...I don't typically get on the Internet to bash folks for not providing flawless food and service. Reliving a bad experience does not bring me pleasure. Which is why I dine out in the first place.

I like this sentiment, and I agree with it. There's a line between coming to the forum and giving criticisms and compliments, and then there's the other thing - the ranting thing. Why tell the entire internet about your bad experience in a rant if you're not least going to mention it to the folks at the restaurant, in whose physical presence you found yourself during the experience? No, you don't have to, and no, it's not a prerequisite for posting, nor should it be. But what is gained by firing off a tirade when you get home? Do you feel better? You have no obligation to let the restaurant know anything at all about the quality of your experience, but it stands to reason that if you're participating in this forum, you have an interest in Louisville-area restaurants, and want them to have every chance to succeed. We do a lot of things in life that we don't have to do, but we do them because they add to the civility of the universe. The internet, with its removal of face-to-face interaction, has diminished that civility by sometimes allowing an easy outlet for our surlier sides. On the bright side, it's given people a way to gather with and learn from people with similar interests.

I don't think we're talking about food that's not seasoned to your liking, or if something's not made the way you like it, etc. I think all that's fair game. If you go there again, you know not to get that dish, because you didn't like it, and others could benefit from the knowledge that this particular place has a, incredibly bland ________, or an oversalted ________.

Totally agree with Antonia...while I'm happy to address it, it's not so much about an under or over salted dish, and more about proper service or improper treatment. Do I have a bunch of servers trying to get away with stuff? Hell no. I have an awesome staff, but I'm positive that I don't hear about every single issue, and that's why no matter what it is, if it bothers you I'd rather hear about it. And-- to bolster Dan's cynicism, then I can decide whether it's reasonable or not. (Usually it's totally reasonable )

With so many great or even notable restaurants in Kentuckiana, it is a shame that none of them have a view of the Ohio River. Instead, we have CQ, Joe's Crab Shack, Rocky's etc.

Ray you need to expand out more, try Cunninghams, Eva Maes or Sieg's instead of the chains excluding us

But I will have many drinks . Miami Vice! Woot!

Sorry you feel that way about are menu selections Michelle, but if Miami Vices do it for you then bring it ! Woot !

...I don't typically get on the Internet to bash folks for not providing flawless food and service. Reliving a bad experience does not bring me pleasure. Which is why I dine out in the first place.

I like this sentiment, and I agree with it. There's a line between coming to the forum and giving criticisms and compliments, and then there's the other thing - the ranting thing. Why tell the entire internet about your bad experience in a rant if you're not least going to mention it to the folks at the restaurant, in whose physical presence you found yourself during the experience? No, you don't have to, and no, it's not a prerequisite for posting, nor should it be. But what is gained by firing off a tirade when you get home? Do you feel better? You have no obligation to let the restaurant know anything at all about the quality of your experience, but it stands to reason that if you're participating in this forum, you have an interest in Louisville-area restaurants, and want them to have every chance to succeed. We do a lot of things in life that we don't have to do, but we do them because they add to the civility of the universe. The internet, with its removal of face-to-face interaction, has diminished that civility by sometimes allowing an easy outlet for our surlier sides. On the bright side, it's given people a way to gather with and learn from people with similar interests.

I don't think we're talking about food that's not seasoned to your liking, or if something's not made the way you like it, etc. I think all that's fair game. If you go there again, you know not to get that dish, because you didn't like it, and others could benefit from the knowledge that this particular place has a, incredibly bland ________, or an oversalted ________.

Could not of said it any better Antonia, right on the head

Annemarie since you complain so much on this site may I suggest that you eat at home more often?

Ouch!

Yes, let's encourage someone who dines out frequently and spreads her money out all over Louisville to stop going to restaurants. So basically..don't dine out if you're going to complain Thanks for joining the rest of the conversation.

[Robin Garr]

Annemarie since you complain so much on this site may I suggest that you eat at home more often?

Jeffrey, I'd like to welcome you to the forum, but I'm not really excited about the way you walked in as a new member and in one of your first posts you attacked someone.

Even if you think this attack is well deserved, is this the way you'd act if you were invited to a party in a new neighborhood and were hanging out with a lot of people who don't know you yet?

Please understand that in this forum, at least, we act like real people behaving with reasonable courtesy to each other. I'd appreciate it if you would get this message fairly soon. Your post didn't add any real value to this long discussion.

my oh my jeffrey... aren't we friendly...

Ehhhh-Hemmm....Apparently he doesn't know who he's messin with

..............

Now THAT is one of the best replies I've seen on this forum.

Annemarie since you complain so much on this site may I suggest that you eat at home more often?

Damn, it's one of them "cyber-bullies" I read about on the CNN this morning.

Kid's today can be so cruel...

Annemarie, be strong.