Cal Grill - Not Deluxe

[toddinboston]

Two wrong $50 steaks = a free meal...that's a no-brainer...i think the manager was as inexperienced as the cook...

not to rub it in, but my wife and i both had the filet there on thursday night, my wife's medium well, mine medium...both were delicious...

 

[Mousemommy1]

I think his meal should've been free. That's what I would've done if it was my restaurant.

This I agree with. Most restaurants would have taken that step.

 

[Jennasis]

I appreciate the clarification, OP. And to repeat, I too feel your meal should've been comped.

 

[princessallegra]

Now, back to Cal Grill ---- I had an issue with my meal. I can only assume the Manager was aware of the situation. I had to ask to speak with the Manager when my meal was completed. The problem was blamed on an inexperienced person under her supervision. And the response was "What would you like to make you Happy?". I responded "Whatever ". There was a lack of action rather than being Pro-active.

I guess I've kicked the dead horse too many times... but I hope I've explained myself more clearly

I think you are greatly confused. As a guest services representative in my field, we are taught to ask guests what they would like in order to make them happy. This is exactly what the restaurant manager did for you.

It was your choice to answer "whatever" instead of say "I expect you to comp my steak" or "I expect you to comp my dessert and coffee" or "I expect you to comp my whole meal" or "I expect an apology"...But YOU chose to say whatever, and then say the manager didn't take YOU seriously?! You didn't take them seriously!

Edited for spelling.

 

[Bob NC]

And the response was "What would you like to make you Happy?". I responded "Whatever ".

In my experience, when it gets to the point that they are asking this question, they really mean it.

They want to give you whatever it takes to make you happy.

You have to remember though, in the case of giving you a free meal, say, if that isn't going to make you happy, then why should they do it?

If you don't tell them what it will take to make you happy, then they are just guessing and probably aren't going to make you happy anyway, so why not go with an insignificant 10% discount.

 

[sam08223]

Princess. - Examine my full paragraph - I had to ASK to speak with the Manager at the END of my meal. I think that would alert a manager that a guest has something important (at least to the guest) to say. If you wish to pull pieces of my post out of context.........

If there would have been a Pro-active response - Similar to goofy4prez suggestion. This discussion never happens.

 

[princessallegra]

Princess. - Examine my full paragraph - I had to ASK to speak with the Manager at the END of my meal. I think that would alert a manager that a guest has something important (at least to the guest) to say. If you wish to pull pieces of my post out of context.........

If there would have been a Pro-active response - Similar to goofy4prez suggestion. This discussion never happens.

I totally get it. I agree a manager should have come over way earlier. I think it's terrible service what you experienced. I just disagree that when the manager did come over, and asked you what you would like to happen to make you happy, you considered that not taking you seriously, and said "whatever". If I were you I would have asked at the very least for my steak to be comped, as well as a dessert on the house. I'm not excusing the service or anything really, that happened that night before the manager came over. That's awful service. But sir, you are accountable for saying "whatever" when the manager asked you what they could do.

 

[princessallegra]

In my experience, when it gets to the point that they are asking this question, they really mean it.

They want to give you whatever it takes to make you happy.

You have to remember though, in the case of giving you a free meal, say, if that isn't going to make you happy, then why should they do it?

If you don't tell them what it will take to make you happy, then they are just guessing and probably aren't going to make you happy anyway, so why not go with an insignificant 10% discount.

Thanks Bob! You got my point spot on.

 

[Tigger's ally]

My two cents. After the first steak came our well done, and the second came out rare, the OP should have not returned it, but asked to see the manager then and there. That much of a difference strikes me as a cook being a smarta$$. If contacted then, the manager would have handled the situation at that time, told the OP they would fix it and their meal would be comped, end of story. The rest of the story was a result of not handling the situation properly to begin with.

 

[SteveandAli511]

I posted earlier in the thread but I'd like to use an example of a restaurant that I would consider to be much less "signature" than California Grill.

Last month I was at the Olive Garden with my wife and my grandmother (it's her favorite place to eat at, so we usually go there every couple of months.) This particular OG has always been above average in terms of service and food quality and it's why we never mind going back frequently. Well, when we received our dishes I immediately noticed a hair in my meal. I called the waitress over (she was training and was working with a more experienced girl) and showed her and just asked if I could have another one made. The girl was definitely nervous about being put in a potentially negative situation but as I always do in restaurant issues, always remain polite and courteous.

A couple of minutes later a manager came over and apologized and comped the meal for me. I told her it wasn't necessary as it was a mistake (I used to work in food service so I know that it can happen) and she insisted. I received a new dish about 10 minutes later and it was delicious and the manager again came over to apologize and make sure everything was good.

I never expected any of this, I just wanted to have my meal remade and the manager of a chain restaurant went above and beyond to make sure I had an extremely positive experience there. If a place like the Olive Garden can handle an issue like this so effortlessly it's surprising that a place with hte reputation that CAG has cannot.

 

[dgagnon519]

I agree the meal should have been comped. Mainly because that is really the only offer that a manager can give after messing up twice.
This is Disney it is everyone's happy place.
Iusually dont read all the comments to post that are really a vent. He is venting about his experience. He had a bad one. It is Disney's responsibility to make sure he has a good one. It is a signature restaurant. The expectations should be high. If they messed up I should not have to tell them how to fax it or how to make it better. They should be experienced enough to know.

 

[princessallegra]

I agree the meal should have been comped. Mainly because that is really the only offer that a manager can give after messing up twice.
This is Disney it is everyone's happy place.
Iusually dont read all the comments to post that are really a vent. He is venting about his experience. He had a bad one. It is Disney's responsibility to make sure he has a good one. It is a signature restaurant. The expectations should be high. If they messed up I should not have to tell them how to fax it or how to make it better. They should be experienced enough to know.

I agree too that it should have been comped, and they should have handled it better. I've dined at CG numerous times, and for celebration dinners. I agree that signature restaurants should deliver a certain caliber of food quality and service.

All I'm saying is the manager asked what iwould do to make him happy, and he said "whatever". I guess what you're saying is, the manager should have comped his meal anyway. Ok, I can see your point. I don't fully agree but that may be because I've been in customer service/guest services myself for so long if I had a problem that was mishandled as such, and then finally a manager came out to rectify it, I would ask for compensation not give a resigned "whatever". But that's me. Maybe that's why I don't have these problems ;-)

Also just wanted to add I'm not trying to crucify the guy for crying out loud. Just looking for this to serve as a learning to us. Other Disers who can learn from this situation.

 

[Li Li]

Guest Services are trained to ask what would make a person happy?! Wow, that would make me terribly uncomfortable. If a situations warrants it, I will complain. However, I don't want the burden of making the situation better put on me. To me, excellent guest service is being proactive and suggesting an appropriate compensation. Asking what the guest wants almost seems to me like a manipulative way to avoid giving out a higher compensation by banking on the fact that most people won't take the bait because they don't want to be seen as bad people. (I hope that makes sense!)

 

[Fantasmiss]

Guest Services are trained to ask what would make a person happy?! Wow, that would make me terribly uncomfortable. If a situations warrants it, I will complain. However, I don't want the burden of making the situation better put on me. To me, excellent guest service is being proactive and suggesting an appropriate compensation. Asking what the guest wants almost seems to me like a manipulative way to avoid giving out a higher compensation by banking on the fact that most people won't take the bait because they don't want to be seen as bad people. (I hope that makes sense!)

Yes it does, that's exactly what I though!

 

[goofy4prez]

I agree too that it should have been comped, and they should have handled it better. I've dined at CG numerous times, and for celebration dinners. I agree that signature restaurants should deliver a certain caliber of food quality and service.

All I'm saying is the manager asked what iwould do to make him happy, and he said "whatever". I guess what you're saying is, the manager should have comped his meal anyway. Ok, I can see your point. I don't fully agree but that may be because I've been in customer service/guest services myself for so long if I had a problem that was mishandled as such, and then finally a manager came out to rectify it, I would ask for compensation not give a resigned "whatever". But that's me. Maybe that's why I don't have these problems ;-)

Also just wanted to add I'm not trying to crucify the guy for crying out loud. Just looking for this to serve as a learning to us. Other Disers who can learn from this situation.

I get what you are saying and I can't say that I disagree with you; so please don't take this as if I'm flaming you. However, some people (not myself) are not comfortable saying they would like it free. It should just be policy of the restaurant to take the inititive and tell the customer, "we are sorry," "let us help make this right, the meal is on us."

As for my own experience of Cal Grill: I enjoyed it the two times I've been there and had no problem with my steak or the Halibut. The sushi was good, and I had no problems with service. But with that said, it was good but far from great. I actually like Narcoossee's and Artist Point much better.

 

[CraigInPA]

I hate it when the manager asks "What would make this right?" when I just told him I had a significant problem with his food/service/whatever. I'm the customer. I expected a good experience. At this point, I'm usually a) hungry because I did not receive my meal, b) upset because my meal was delayed while the rest of my party ate their meals, or c) my meal was inedible (see A). What I want when I come into your restaurant is to have a good meal. That possibility is gone. What I want to know is what YOU, the manager, can do to a) appease my anger, b) appease my hunger, c) potentially keep me as a future customer, and d) not have me write a scathing review on Disboards that will be forever referenced by potential future diners at your restaurant.

So, when asked "What can we do to make this right?" by the manager, I reply:
"What do YOU think would make this right?"

 

[Waddler]

Asking what the guest wants almost seems to me like a manipulative way to avoid giving out a higher compensation by banking on the fact that most people won't take the bait because they don't want to be seen as bad people. (I hope that makes sense!)

I agree! Depending on the tone of delivery, "What will make this right?" can come across as, "I don't think you deserve compensation, but you appear to be one of 'those' customers. How may I shut you up?".

 

[disneychic2]

I hate it when the manager asks "What would make this right?" when I just told him I had a significant problem with his food/service/whatever. I'm the customer. I expected a good experience. At this point, I'm usually a) hungry because I did not receive my meal, b) upset because my meal was delayed while the rest of my party ate their meals, or c) my meal was inedible (see A). What I want when I come into your restaurant is to have a good meal. That possibility is gone. What I want to know is what YOU, the manager, can do to a) appease my anger, b) appease my hunger, c) potentially keep me as a future customer, and d) not have me write a scathing review on Disboards that will be forever referenced by potential future diners at your restaurant.

So, when asked "What can we do to make this right?" by the manager, I reply:
"What do YOU think would make this right?"

I agree! Depending on the tone of delivery, "What will make this right?" can come across as, "I don't think you deserve compensation, but you appear to be one of 'those' customers. How may I shut you up?".

Both of these exactly!

OP, sorry that you had such a bad experience at such a fine restaurant! Hope it doesn't keep you from going back.

 

[DianeV]

I would also have to think if a customer answered 'whatever' that is a true sign how upset they are. As a manager it is my job to try to fix that and come up with the solution. Putting it on a customer who is already obviously not happy is not good customer service

 

[gogo]

I think Cali Grill has been inconsistent the last few times we have dined there. We didn't eat there last January because our visit the previous year the food (steak) was as hard as rubber. I don't think we'll visit this coming January as we enjoyed Yachtsman and LeCellier's steak more.

When you're paying the high prices at Cali Grill, you should not have to sit and watch your dining companion(s) eat their meal so it doesn't get cold while you wait for your meal to be prepared correctly. Isn't part of the dining experience to enjoy your meal together? I'm sure that the OP's conversation turned to comments about when his steak would be ready and if it would be done correctly.

I really hate to send food back and I will usually just say to take it off the bill. I'm not sure if servers/cooks would do anything to it but even if they didn't I would prefer less handling before I eat it.

When eating at a local upscale restaurant (not Disney) several years ago, I saw the manager on the way out and commented that it would have been nice for the server to offer us coffee and dessert after we finished dinner. The manager immediately gave us a gift certificate for four future meals including appetizers, entrees and dessert. This was way beyond anything we expected but this showed us that our business was appreciated. Maybe this wasn't the first complaint of the night for our server.

There is a right way to handle complaints and a wrong way. It's apparent that the manager at Cali Grill got it wrong. I agree that I would be uncomfortable stating what would make me happy because in actuality the evening was already ruined and a token discount is really just an insult.