While out to dinner this weekend, my husband, some friends and I had a bad customer service experience. I thought I would share it with the blog community as a means to help learn what your staff should not do when a customer/client is dissatisfied.

We went to dinner at a small, locally owned Italian restaurant that we had heard many good things about, but none of us had yet been to. The service was off to a rocky start as the waitress took quite awhile to get to us. But we tried to give her the benefit of the doubt.

While waiting for our salads, our friends’ seven month old son needed his diaper changed. Dad took him to the men’s restroom to change him. Upon his rather lengthy return he said that it took him so long because there was no where in the men’s restroom to change a baby. No table and not enough counter space. Strike number one.

The salads arrived and they were disappointing, to say the least. Not the “house salad” with the homemade Italian dressing as expected, that’s for sure. But we trudged on. By the time we finished the salads we all had empty drinks. The hostess came by to give us refills, while our waitress walked right past our table, without even acknowledging the need to check on us.

The entrees arrived. I had ordered a seafood ravioli, my husband a veal parmigiana (which was my second choice so we intended to share). When eating Italian food I am very picky because my grandfather is full-blooded Italian, so I know the basic standards for quality that authentic Italian food should meet. Unfortunately, the entrees we were served did not meet those standards, and certainly were not worth the prices were we paying for them. Strike two.

When the waitress came with our bill, and we saw the total, I mentioned to her that I was actually quite disappointed with my meal and did not feel it was worth the price we would be paying. I asked her to speak to the manager and see if anything could be done. I honestly wasn’t looking for my entire entree to be comped, but maybe some sort of gesture that said “we’re sorry you were disappointed, how can we make it up to you?” That is not what we received.

The waitress returned and said the manager could do nothing to help me because I ate 2/3 of my meal. When I asked if she would get the manager so that I could speak to him about it (and explain that my husband tried a bit of my ravioli to see if he liked it, and that would be why, what he claimed as 2/3, was eaten), she refused, saying the he was incredibly busy and did not have time to talk to me, insisting there was nothing more she could do. Strike three for the waitresses unhelpful response.

As we left, I stopped and asked the hostess if she would get the manager for me, because our waitress would not do so. She did. Now one would expect the manager, when providing good customer service, to immediately say “How can I help you?” or something to that effect. However, this manager took one look and me and said “I am too busy to talk to you.” Whoa, whoa, whoa! How is it that he can manage a restaurant but not be available to the customer when there is a problem or a complaint (and I asked him that)? That is not good management or good customer service by any means.

His response was that I ate 2/3 of my meal so there was absolutely nothing he could do for me. And, if I wanted to speak to someone about it, the owner would be in Tuesday. Okay, here’s the thing, I was a waitress all through high school and college. I worked in food service for years and I know what is expected for good customer service, especially from a manager. Placing blame and blowing me off was not it.

First, you need to be available for the customer. At least give them an opportunity to explain the problem. Though there may be nothing you can do for them (which is highly doubtful in the first place), you can at least hear them out so that, in the future, you can try to avoid the problem. Don’t blow them off as this manager did to me. I have never known any manager at any place I’ve worked (or eaten) to not immediately run to a customer’s table when there is a complaint. Because the last thing you want is for the customer to leave unhappy or, in our case, to never come back again.

Second, never point your finger at the customer. Again, give them an opportunity to explain. Had I been given that opportunity, the manager would have discovered that my husband tried my meal to see if we might want to trade, since I was not pleased. And, that I wouldn’t trade with him because his meal was worse. But I did not scarf down over half my own meal. In fact, I had very little of anything to eat at all. More or less, the manager was accusing me of falsifying my complaint to get something for free. Pointing the blame on the customer and making accusations, as this waitress and manager did, only makes the customer more upset and, frankly, insulted.

Yes, I’m taking this opportunity to vent a bit, but I know there are some good lessons in this situation that others can learn from. The old adage, that many of us can’t stand (especially those who work in food service) “the customer is always right,” well, there is a reason for that saying. The customer, in fact, is not always right, but good customer service is treating her as though she is. Making the customer feel appreciated, even when they are not pleased, is the goal. And that was not accomplished in our experience. What a shame.

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18 Responses to “A Bad Customer Service Experience”

1. ljnd says:
   

   Amazing. Locally-owned businesses need to be aware that word spreads quickly!

   You might also want to spread the word on MeasuredUp.com, a website for reviews of products and stores that you really like (or really hate). It’s at www.measuredup.com, and it’s very easy and rather cathartic.

   Posted September 17th, 2007 @ 12:15 pm
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2. MLM Guy says:
   

   Customer service is lacking in the US. I blame it on the owner directly. They should train employees in customer relations, then make sure their policies are carried out. Too many businesses hire kids that have no common business sense, and worse, are not empowered to give refunds or satisfy the customer.

   Posted July 20th, 2008 @ 12:33 pm
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3. GF says:
   

   First of all, taking your baby to any restaraunt expecting it to be baby friendly is strike one for you.

   Strike two if that child cried, or whined, or threw food on the floor, which ruins the dining experience of the people around you who know how to call a babysitter, and pisses off your waiter/waitress because they have to clean up after your child when you leave. Not to mention the unfortunate customer who may have had to witness the changing of the diaper and any foul smell that comes with it when they entered the restroom.

   Strike three for thinking that just because the food didn’t meet your picky standard of what itallian food should taste like, the restaurant should kiss your butt and adjust your check to what you thought it was worth.

   Tisk, tisk.

   Posted August 20th, 2008 @ 2:20 pm
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4. Michelle Cramer (original poster) says:
   

   In response to the previous post:

   Let me preface with the fact that I was a waitress myself for over 8 years. I am well aware of the standards a restaurant should meet, as well and the annoyances that customers can create.

   The child with us was very well behaved. He threw no fits and we made sure to clean up after him (what little there was). Not even an issue. The restaurant is supposed to be family oriented - therefore it is not beyond anyone’s expectations that it should be baby friendly. In fact, these days, all restaurants should have changing tables in both restrooms and most do. Anyone that has a child knows the importance of that and it is not beyond logic to expect such accommodations.

   As a comparison, the friends that accompanied us were not Italian and had no “picky standards.” My husband was not Italian either. However, ALL of us were displeased with our meals. This town has an influx of restaurants and we know good food when we taste it, regardless of our cultural background. They chose to not say anything, but I did not, simply because customer service cannot be fully applied if every customer who is displeased says nothing and just deals with out. How would a business grow and become more successful if the management was unaware of where improvement was needed.

   Most importantly, however, I dare you to find a restaurant, or any service industry location for that matter, where pleasing the customer is not the number one priority. The whole idea is to provide the customer with an enjoyable experience and, when the customer is not satisfied, to do anything you can to make it so. That ensures that the customer will return. It is the good practice of any business. Unfortunately, it is also what businesses in this country have begun to slack on, to their own detriment.

   It is my hope that every business owner will start raising his/her standards for quality customer service. It is the only way a small business can succeed in this competitive business world.

   Posted August 20th, 2008 @ 4:35 pm
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5. paris says:
   

   how does not having a bench for diaper changes a strike to customer service???
   yea the manager didnt handle the situation properly…but you guys are just being too picky!! blaming the waitress and the way the restaurent is set up…please!!

   Posted September 17th, 2009 @ 9:17 pm
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6. Travis Low says:
   

   If you worked in a restaurant then you should know that the last thing the manager is going to do is refund money because you didn’t like the food. You put them in a bad position right from the start. If you don’t like the food, feel free to complain but don’t expect money back.

   Posted September 18th, 2009 @ 6:20 pm
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7. CS-Student says:
   

   I would first like to say thank you to the nice lady who originated this column. I only stumbled across this while doing research for a college assignment. It is a sad thing, the decline in customer service I agree. I myself was a waitress for many years and am serv-safe certified in California, beyond that lets just say standards need to be met no matter where you are. I have specilized in customer service now for over 13 years, and I personally feel that part of the training that new hires should receive would be a condenced version of the Personal Development class offered at IOT.
   All buisnesses would greatly benefit from the completed course. Please know that I say that only because I am a student and I so benefited from this class.

   Posted October 6th, 2009 @ 8:13 pm
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8. Anonymous says:
   

   If freedom os speech is beautiful then please allow this note to e posted,

   I find it ridiculous, that you eat et eat and eat again from that meal, and dare to ask for a refund afterwards, you could have asked to have your meal changed, plz stop with this, customers like you are bad to the business

   Posted October 14th, 2009 @ 12:59 pm
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9. Bad Customer Service Experience says:
   

   Poor service from companies is a very frustrating experience, one which I am sure we’ve all been through at some stage or another.

   It’s good to that you shared your experience. By expressing your views, you are putting a spotlight on the individual business, allowing others to make a more informed choice when deciding to goto this resturaunt.

   Posted October 29th, 2009 @ 8:01 pm
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10. Anonymous says:
    

    Sorry but expecting the baby station in a restroom is one hell of an assumption.

    Sorry but if you were a server for 8 years you should know that when somebody sits down in a restaurant and orders food they have engaged in an implied contract. Look it up.

    Sounds like you had a stressed out or unexperienced manager who dropped the ball but he still has the right to charge you. Not saying I agree with it, just saying.

    Restaurants have bad days just like you do unfortunately.

    Posted November 5th, 2009 @ 11:46 am
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11. Stacy says:
    

    If you had heard many good things about the restaurant, then the food cannot be that bad like you said. So I don’t think it’s their food the problem, I think is your picky italian taste. If you want authentic italian food, go to Italy!! I agree that the customer is always right but I think you are exaggerating things a little bit in this case.

    Posted November 15th, 2009 @ 5:18 pm
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12. Michelle Cramer says:
    

    Some interesting comments here. Those of you that read my post thoroughly would note that my point was not so much my disappointment in the food, but how the management handled the situation completely unprofessionally. As I stated, you should always at least hear the customer out, no matter what business you’re in, so that you can work to improve your services in the future. I was not even afforded the opportunity to discuss the situation with someone. In fact, the smart thing to do in just such a situation is to offer an appetizer gift certificate for the next visit - which not only provides a gesture of appreciation, but encourages the customer to come back and give your establishment another opportunity (i.e. more business).

    I own a photography business and anytime a client is displeased with something, I work to rectify the situation, even if I completely disagree with their perspective or feel that a “bonus” is undeserved. I do an additional mini-session to retake some pictures, I offer free prints, or a discount on a future photo session - anything to keep the customer happy and coming back to me. That was my point - how customer service on a broad scale has dissipated dramatically over recent years and how all business owners should work to improve that.

    Posted November 17th, 2009 @ 5:11 pm
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13. Michelle Cramer says:
    

    In response to comment #6 from Travis Low:

    As my original post says: “I honestly wasn’t looking for my entire entree to be comped, but maybe some sort of gesture that said “we’re sorry you were disappointed, how can we make it up to you?””

    In addition, my several years of experience in the food service industry lends that I have comped MANY MANY meals because a customer was dissatisfied. The concept shows that a restaurant appreciates your business and encourages customers to return.

    Posted November 17th, 2009 @ 5:15 pm
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14. Amanda says:
    

    Something to note. I work at a department store and people always complain that there is no diaper changing table in the restrooms. There is one, but it is in the handicap stall so that the parent is afforded privacy and the other customers are not inconvenienced. Perhaps your father did not check there. If there really was not a changing table in a family restaurant then I agree this was not fair. I also think the manager acted rudely in not hearing you out, but perhaps he had misplaced faith in his staff. Maybe he took their word that you had eaten most of your meal and then asked for your money back. In this situation I don’t think there was anything he could have done because you did not send your meal back sooner.

    I would also say that we all have to remember that both management and customers are just people. We all have jobs. Sometimes we provide the service and sometimes we expect to be served but we should always try to put ourselves in the other persons situation.

    Posted January 28th, 2010 @ 7:43 am
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15. Anonymous says:
    

    Whether or not ‘customer is alway right’ this phrase is not applicable in other country like US or America i am not sure which but i know there’s one country they’re ’staff is alway right’.

    However good customer services in restuarant is not developing yet.

    Can’t expect much now for everywhere to be the same. just hope that they can improve on this.

    not all the place you cant ask for a refund. although your last time workplace does.

    can’t compare each and every restuarant just learn n know where’s good n where is not. can’t expect all people to think the same as you do as they’re difference from you, and having diference background and maybe practise n learning diference too can cause this to happen. Anyway all are stranger that dont und.s each others.

    Posted February 4th, 2010 @ 12:15 pm
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16. B says:
    

    Not all restaurants are meant to be “family friendly” so you can’t always assume that a baby changing table will be available to you.

    As for the food, after you have eaten more than half of it, it makes you look suspicious by saying you didn’t enjoy the meal. If the food was THAT bad you wouldn have complained earlier.

    As for the waitress giving you “terrible service” because she wouldn’t get the manager for you, that is not a strike against her. If the manager says that no he won’t come out then why are you going to shoot the messenger?

    There are times when customer service is really and times when you really just need to let it go. Not every dining experience is a great one, not every restaurant makes food as good as you want it to be. That is why you have the choice to not go back.

    One final thought, if anything I would complain about the manager to the owner, not all of the other things you have spoken about.

    Posted February 23rd, 2010 @ 7:39 pm
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17. Anonymous says:
    

    I can’t stand when people act like just because they flipped burgers at McDonalds for 5 years when they were a teenager that makes them the authority on good customer service and restaurant etiquette. If you didn’t like the meal you should’ve made it known when you first received it, not after seeing “how much” the check was.

    Posted March 18th, 2010 @ 9:40 pm
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18. Michelle Cramer - author says:
    

    Nice assumption, but I didn’t just flip burgers at McDonald’s for 5 years. I worked as a server/waitress all through high school and college - for a total of over 8 years. And every restaurant I worked in had a completely different approach to a displeased customer - as in, we always did everything we could to make sure the customer left pleased and would come again.

    Not to mention the fact that I run my own business now where customer service is a key point to being successful. So my comments don’t come from lack of experience as to what should be expected.

    Posted March 19th, 2010 @ 10:20 am
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