There’s the theory that those who bitch the loudest get what they want first.
It’s true, customer complaints are acted on fast at my restaurant. However, in a place as busy as ours, the biggest surprise to me is the relatively low number of complaints we actually receive during any given shift.
On the flip side, Anders wants to know if a customer is really heard when he/she asks to share a positive experience. (Anders, you will always be at the top of my wait list and never need a pager!):
When a customer asks a waiter to compliment the chef, does the waiter generally do so?
With thanks for a splendid and educational blog.
You are welcome, Anders.
Yes, at my restaurant, the chef not only hears the compliments, he asks the servers every day for feedback on various dishes. Now, I am not sure a server would pull Chef off the line during the peak lunch crunch to mention that the guests at table 332 love the vegetarian pasta option. But, that server will most likely let Chef know later that afternoon or during the next menu class that the vegetarian pasta is popular.
Customers also seem to want to tell me their hopes and dreams as they leave the restaurant: “Everything was great, execpt…” “Could you let the owner know…” “Those crab cakes are the best!” I always share what I hear with Chef and various managers.
But how to really be sure you are heard when all goes well? Email, snail mail, or leave a note on the way out for the restaurant manager about a nice host (The Gal really took care of our walk-in party of 15!), a terrific server (he was so funny and knew so much about the local area, too!), or an awesome entree (I will always come back for that pork chop!). You are now on record and the compliment becomes a part of the employee’s file, too.
Happy dining, Anders!