Auto Amazon Links: No products found. Blocked by captcha.
When dining out, encountering issues such as cold food or slow service can leave many unsure about the best way to respond. Complaining often feels confrontational, leading people to either make passive-aggressive comments or quietly harbor resentment, only to vent their frustrations online afterward. However, experts from the hospitality sector emphasize that there is a skill to lodging a complaint effectively, and they offer several strategies that can help achieve a satisfactory resolution.
Firstly, it’s important to establish a connection with your server from the outset. Sam Morgan, who heads the Open Restaurant Group operating multiple venues in England and Wales, advises doing some homework before booking a table. “I don’t go to a restaurant that I clearly know is not for me,” he explains. “I don’t go to an Indian restaurant and ask them why they’re not serving me a lasagna.” Seeking recommendations from those familiar with your preferences can help avoid disappointment. Once seated, taking the time to be courteous and build rapport with your waiter is beneficial. Leslie Ann St John, a former restaurant professional, notes that “Be nice to your server – this is the person who’s going to be running back and forth to the kitchen for you.” Having their goodwill can make addressing any issues much simpler.
Addressing complaints in person rather than waiting until later is also strongly encouraged. Though it may seem easier to sidestep an awkward discussion in public and raise the problem after leaving, Sam Morgan points out that many UK customers tend to avoid direct confrontation. They might then resort to emails or social media posts filled with unreasonable demands like, “We’ll leave bad reviews unless you do X, Y and Z.” Siba Mtongana, who manages several restaurants, stresses that this approach prevents immediate resolution and means problems often never get fixed. She urges diners, “My plea would be to complain to the manager on the day because that is the right thing to do.” If the issue cannot be remedied immediately, she advises doing what you can to salvage the experience and, only as a last resort, consider an online review.
When articulating your complaint, clarity goes a long way. Leslie Ann St John shares a personal example: “I ordered a margarita that was hideously salty. I flagged the waiter and said, ‘I don’t mind a bit of salt in my margarita but I’m sipping this, and it feels like my blood pressure is going up.’” The waiter responded promptly, offering a replacement or something else. Leslie’s advice is to specify exactly what you expect in return, whether that means a new dish or a discount on the bill. Being straightforward about your desired solution usually prompts the staff to do their best to accommodate your request.
It is equally vital to remain calm throughout the complaint process, even when frustrations are high. Leslie suggests maintaining composure, informing the server about the problem calmly, and if necessary, politely requesting to speak with the supervisor. Seth Gerber, a restaurant owner based in Boston, believes many people avoid complaining because they assume it won’t lead to improvement. He explains, “There is an assumption that management does not care or does not want to rectify the situation.” On the contrary, a complaint handled correctly can be valuable feedback for the restaurant. Finally, it’s important to make sure that your grievance is fair and reasonable. Sam Morgan recalls a humorous case where a customer was upset about receiving a bus lane ticket on the way to the restaurant—a situation clearly beyond the restaurant’s responsibility.
In summary, a thoughtful and courteous approach combined with timely communication and clear expectations can turn a disappointing dining experience into a positive outcome for both guests and restaurants alike
Read the full article from The BBC here: Read More
Auto Amazon Links: No products found. Blocked by captcha.