Spell it out for me
I had a “negative guest feedback” email yesterday at work. I was baffled by it as well as my managers, we both remember the particular customer and what really happened.
My manager called me over to the office while I was drinking a cup of coffee, during the five minutes of peace before the restaurant opens after I spent an hour and a half running about getting the bar in order. I was a little startled… I honestly thought I was going to get reprimanded on where I was drinking the coffee, since it was on the Expo line, but he shook his head and dismissed my look of concern. He was merely asking if I could remember the guest I had on Sunday who complained about the spicy flavor of a certain menu item, and where they sat.
“Oh yeah, they sat at 72″ and I pointed in that direction.
“So your saying the 4 top… not 81 right?”
“Of course, I remember because they were originally seated at 81 and I told Kalina (a fellow employee) how presumptuous they were to just up and move to a larger table, after the host sat them.”
“Ok thanks.” and looks off distractedly to the other manager.
By this time I’m beyond curious. “What’s going on?”
“They sent a bad email about you and me.”
I’m baffled “About what exactly? The spicy issue? You’ve got to be kidding me!”
“Yes that… and the fact that they were seated in a small booth”
At this point I skimmed through the email. It starts off by stating that they knew something was wrong with the restaurant when they came in at 11:05 and it was empty. We open at 11. Then they go on to say that they sat in a small booth while they were surrounded by large and spacious booths and were cramped while eating. I stress “while eating” because this leads the reader to believe that they continued to sit in their booth for two (since they were only two) after they were seated in it. But that was quite incorrect, they sat comfortably in a four top throughout their meal, and were surrounded by only one possible larger booth which seats 10. My manager and I joked that they must have wanted to eat lying on their sides.
She then goes on to complain about me… and this is where it gets a bit complicated. As I remember it I went back to the table at approximately 5 minute intervals two times while they looked over the menu, each time asking if they had any questions. They dismissed me happily, they seemed very nice and just wanted to look over everything on their own. When I went back again to check up and the woman told me that she was torn between two items and I asked what they were. She happened to mention one of my favorite things so I told her right away which one I personally would choose, but also told her some special things about the other choice. She choose my favorite item, but mentioned she had it before without the sauce and would like to try it this time.
While they were eating I came back to check up and, brought her another beverage because I could see from the kitchen area that she needed one. In the email she said that she had to ask a manager to get her another beverage. In reality she said that it was good but very spicy, and thanked me for the refill. I asked if there’s something else she would like instead and she refused and repeated it’s just a little spicy. I told her that the sauce (which had the words “chipoltle peppers” written on the menu to describe it) was a little spicy, and asked again if there was anything I could do. She said no thank you. In the email she mentioned that I informed her of the sauce but did nothing to alleviate the problem for her.
When I read that just about exploded in the office “How am I supposed to alleviate the problem when she won’t let me?! All she kept saying was ‘it’s fine just spicy’ what the fuck am I supposed to grab the plate out of her hand and tell her I’m getting her a new item if she likes it or not?!”
>.>
Anyway, the managers in our restaurant always go around to tables and ask how things are. It may be annoying to some guests, but most find it beneficial and a nice touch. When the manager came over to her table he asked how it was and the same scenario played out as it went with me. He explained about the sauce and asked if there was something else she wanted and she replied no it was just spicy, in the email she said that the manager refused to do anything for her but only brought her a drink and walked away.
She also complained in the email that the kitchen made the item wrong because she had it before and it wasn’t spicy at all. She neglected to mention in the email how she had it previously without the sauce.
This email went on and on after the facts about how the manager and server (me) were incompetent and uncaring, and how she was never comp’ed for her spicy food.
Why would we comp her food if she ate everything and refused to let us help her?
In the office I asked why she wouldn’t have said something then?
“Isn’t it obvious? She wants free stuff.”
“Please tell me she’s not going to get it.”
“She is… ”
Why do corporate restaurants want to keep customers like that? People like that won’t bring you business, they’ll infect it.
After years upon years of having hair all the way down my back, I took the plunge and chopped it off. I feel like my head weighs 10lbs lighter! It’s taken a while to get used to, but I’m liking my new look.
I actually did this a month ago and just never posted it on here.
Here’s a quick update on my life since I haven’t been keeping my blog posted:
New boyfriend. Zach… we met two years ago when I started working at the Bally Hotel. He was the dishwasher. I’ll post pics of him later (he’s so hot!). He got a better job soon after we got together.
I quit my job as a bartender at the Bally Hotel. New owners came in and royally fucked everything up and screwed all the former employees over hardcore. I’m currently unemployed T.T
Hannah’s in first grade! She’s reading like a champ and loving school. She’s going to be Spiderella for Halloween this year.
That’s all the big stuff going on in my life right now. I’m going to redesign here soon (YAY!WOO!) and start posting some really good stuff. ![AW!](http://img.photobucket.com/albums/0903/scarletwitch/myspace/zen2.gif")
Midnight is my personal blog. Life, work, love, hate... Work rants more often then not. I work in a corporate restaurant as a Bartender, server, and trainer. I'm going to keep the name to myself because if I was that open and obvious here it wouldn't lead to anything good.