Do you ask for a manager? Inspired by Bad Customer Service

[Mister Incredible]

Ok, I see all the time on this message board "Service was terrible", "Room was filthy" or "Got yelled at by CM"

My question is do you ask for management and speak up?

Follow up question is how do you tell them?

I ask because I will speak up. However I will do it nicely and I do not expect anything in return. I feel if you don't speak up, then the problem will not be fixed.

In addition, I speak up when I receive great customer service as well. Something I love to do is ask for a manager after I get great service. It's funny becuase most people expect the worst..including the manager. When the manager comes over I will say, "Most people will call the manager over when they are not happy. I wanted to let you know that (insert persons name here) made this meal a wonderful experience." Just wait until you see the reaction then.

 

[NMAmy]

I always ask to talk to the manager if I have a problem. I also try to let the manager know if a server or customer service rep when above and beyond for me.

I'm never rude and don't expect anything in return--how will things be corrected if the manager is not aware of the situation?

 

[Marseeya]

Depends on how bad the service is, but yes we will. We also let them know if someone goes above and beyond.

We have had a couple of bad experiences in talking to managers, though!

One time we were at a Chinese restaurant and our waiter totally neglected us and spent all his time doting on these two cute girls at another table. Not that we blame him, but hey -- the tip coming from the middle-aged couple is probably going to be double what he'd get from a couple of high school hotties. Anyway, we tried speaking to the manager discreetly so as not to make a scene and he start talking at the top of his lungs going on and on about how his employee was new. Whatever. It was pretty embarrassing.

Another time, we were at a Cracker Barrel in Hilton Head and our waitress was sooooooo sloooooowwwwww. The people around us had ordered, eaten, and left and she just kept coming back to apologize. She was really sweet about it, but blamed the kitchen staff. When we were checking out, the manager was ringing us up and we mentioned it to him. He got really huffy and said it was impossible because he'd been in the kitchen the whole time. We were stunned! My DH said, "We're not trying to get a free meal out of you. If you notice, we paid before we said anything. But to accuse me of being mistaken??? We sat in this restaurant for two hours, sir, and I am NOT mistaken about THAT!" We just walked out and the guy didn't have anything to say.

ETA: OMG, I forgot to add the funniest part of that second story! There was an older couple waiting to be seated when this went on and when they saw what happened to us, they said, "If this is the kind of service we can expect, we're outta here!"

 

[marlasmom]

I think you should think very hard and long before you jeopardize someone's livlihood. I certainly agree with passing along praise, but I think you should be very cautious when making a complaint.

 

[diskids2]

I always ask for a manager when the customer service is not up to snuff and I always ask for a manager when the customer serivice is above my expectations. When I speak to the manager, I state the issue, how that issue has affected me and ask for specifics regarding his/her resolution. For example, this past summer we visited Hershey Pa. We have gone to Hershey for a long weekend the past twelve years once every single year. During our last visit, our room key (credit card type) stopped working in the middle of our stay. In the am, I worked with security and was told that my family could leave, go to the park, and when we returned everything would be fixed. I was to stop at the front desk to get our new keys.

When we returned (6 hours later), my new key was ready. When I went to the room, the key did not work. I went back to the front desk and informed the agent that my new key did not work. She swipped the key again and gave it back to me. It still did not work. (Picture irritated DD, DS, and DH at this point). I went back down and told them that it still did not work. The agent again swipped the key and gave it back to me. I was not going for this. I said, please have someone come with me as this is my third visit to the front desk. The agent said no because it really wasn't necessary and I should just try again. So back I go again to the room. Guess what...........didn't work. Now I am ripping mad.

I go back down and ask for a manager. I tell him the whole story detail by detail. The manager swips my card and then asks if I have any credit cards or cell phones that might have damaged the strip. I tell him - I dont think you were listening to me because I have gone back and forth to the room four times with nothing in my hand but the you gave me. He is very skeptical and can not possibly believe that the key does not work. I make him swip a new key. I dont even touch it. I make him go to the room with me and try it herself. (As I'm walking back with him I'm thinking watch this work and I will have giant size egg on my face, but who cares at least we'll be in the room.) Well, the keycard did not work. AFter 15 minutes, security comes and fixes everything and we enter the room.

I took the manager aside after the door was opened and told him (with a very pleasant tone - really I was pleasant - I feel like you catch more bees with honey, etc.) "I am disappointed the way your staff handled this situation. I would have liked my new key to be tested before it was given to me. I do not think it was appropriate to make me go back and forth four times without help. Although the delay was only 45 minutes, my family and I were tired and wanted to rest a bit before dinner. I hope I will receive better service in the future."

The manager agreed and as a token of apology gave us a free full course meal in the hotel restaurant.

 

[Marseeya]

I think you should think very hard and long before you jeopardize someone's livlihood. I certainly agree with passing along praise, but I think you should be very cautious when making a complaint.

Oh, no! It doesn't work that way. I'm not responsible for someone's livelihood -- they are responsible for their own. If they want to keep a job, then they need to make sure they're treating their customers right.

I doubt someone's going to get fired for having a bad day, but if they're going to have bad day after bad day, affecting the company's business, then they need to go.

 

[ziggystardust]

My DBF and I will speak up, and do speak up - but for the most part its for the good service that we will receive. We've waited over 20 minutes for a manager just to tell them how great their employee is.

Both my DBF and I have both worked in retail and know how hard it can be, so we make it a point to compliment great service.

 

[disneymama73]

Oh, no! It doesn't work that way. I'm not responsible for someone's livelihood -- they are responsible for their own. If they want to keep a job, then they need to make sure they're treating their customers right.

I doubt someone's going to get fired for having a bad day, but if they're going to have bad day after bad day, affecting the company's business, then they need to go.

I agree 110%. Not to mention, if no one lets a manager know there is a problem, how will they find out? Like you said, it's one thing to have a bad day, but if someone consistently provides poor service, someone higher up should be aware of it.

 

[pozey]

Oh, no! It doesn't work that way. I'm not responsible for someone's livelihood -- they are responsible for their own. If they want to keep a job, then they need to make sure they're treating their customers right.

I doubt someone's going to get fired for having a bad day, but if they're going to have bad day after bad day, affecting the company's business, then they need to go.

Very well said.

I will not hesitate to ask to speak to a manager if the situation arises. But, I will speak calmly and not get upset. I will explain the situation to the manager and I never expect, nor demand any kind of compensation.

 

[bicker]

If the service isn't poor enough to tell the manager about it, at the time the manager can actually do something to make up for the poor service you're receiving, then the service isn't poor enough to tell anyone about it afterwards.

 

[Aimeedyan]

Yes, if it's tremendously bad, I speak up. I am very patient and understanding, though, and don't get easily bent out of shape in comparison to what I've seen others get upset about so this rarely happens. But it has happened.

I figure if you don't speak up - you have no room to gripe about it later! (that's my philosophy on voting as well)

 

[Mister Incredible]

I figure if you don't speak up - you have no room to gripe about it later! (that's my philosophy on voting as well)

I agree 100%

 

[phillybeth]

Oh, no! It doesn't work that way. I'm not responsible for someone's livelihood -- they are responsible for their own. If they want to keep a job, then they need to make sure they're treating their customers right.

ITA. Not my problem if they can't give good customer service to the point of losing a job.

 

[N.Bailey]

I can't say I've ever had a need to. I've always gotten pretty good service. My daughter likes pizza subs from Subway and the last time we ate there (we order it to go and I call the order in) I got home to find her pizza sub completely burnt. She told me she'd just eat it, but there was no way in the world I was going to let her eat a totally burnt sub. I didn't need to speak to a manager, I simply called them back and explained that it was burnt. I didn't give them any options, I just told them I was bringing it back to go ahead and start another one. They had no problem with that at all. What I think happened though is, I think they put it under heat lamps and the lamp burnt it because even the paper was burnt. While it was a pain to go back, they at least corrected the problem. If they didn't, I would have contacted a manager.

IMO, the best service a store/restaurant can have is to give the crew a little authority to take care of problems on the spot. I used to work in a restaurant where we could instantly pick the check up when and if the situation called for it. Not all employees were allowed to do this however, because some wouldn't have the 1st clue when it's appropriate or not. Thru the years, I've had many satisfied customers who were actually thrilled that I had that authority and they didn't need to speak with a manager.

Other than this 1 time at Subway, I've only needed to contact the manager to send compliments about the staff.

 

[Maleficent13]

I have been very lucky apparently in that I haven't ever had to ask for a manager. In the past when I have had problem. the employee has always been able to handle my issues quite competently and to my satisfaction.

 

[Tigger&Belle]

It really depends on the problem. Last night we went to eat at a Mexican restaurant that we'd never tried. The food was pretty bad and my DH, 15yo son, and I all agreed. My 5yo loved it. LOL We ate what we could, paid, and then left. Maybe we should have said something, but we had so many complaints and knew we'd never return that I was worried that we would come across as overly picky. With food that bad there is no hope for the restaurant. I should have known when we sat down and the salsa was terrible that we should have gone across the street to Baja Fresh and had a good counter serve meal.

If there is something that can be changed (as opposed to the whole menu ), bad service, or an real, concrete issue, I will most certainly speak up. My DD and I stayed at a hotel that had little hairs all over her pillow and sheets. It looked like a man slept in the bed after getting a haircut and they didn't wash the sheets. The manager brought new sheets (and was grossed out when I showed him the old ones) and comped the room for the night. I did not ask for the room to be comped, but it was good customer service.

 

[LoveWDW]

I stayed at a motel in New Jersey in December and well-below freezing at night. Our room heater gave out. About 2 in the morning I called the front desk. They offered to move us, but my husband, who can sleep through anything, was asleep, and I was too tired to move our stuff. So I was given an extra blanket. The next morning a repairman came and snidely flicked a few switches, as if we hadn't already tried that, and was flabbergasted when it turned out that the unit really was broken. This and a few other (serious) problems made me determined to never stay there again. I was so upset, even a few weeks later, that I typed up a complaint to the owner. I did hear back and received a partial refund and a voucher for a free night. I tossed the voucher in the trash.

At Hecht's here in Maryland I bought a cotton shirt of such poor quality (not on sale even) that even ironing it didn't get the winkles out. I tried to return it at the register and was told they wouldn't take it back once the tags were off of it. I can see that policy if somebody decided the shirt didn't fit, but this shirt was defective. So went to the customer service desk and talked the supervisor. I was given the same story. I requested to speak to somebody over her head and went to a third location to talk to a manager, who kept me standing while she carried on a personal conversation on the phone. She insisted that cotton shirts were like that. I showed her the 100% cotton shirt, wrinkle free, that I was wearing. She made a face and gave me a voucher for a refund, that I had to carry back to the register where I went at first. The cashier gave me a lecture about if everyone returned everything the store would go out of business, which I felt was rude, but was so disgusted with the whole deal at this point that I kept my mouth closed and got my money.

Oh yes, there was an incident a Red Lobster. I ate there about once a month for several years and always got the mahi-mahi. One evening my husband and I went there and I ordered my usual mahi-mahi. It came out with the texture of a piece of fat. So I asked the server to take it back and have it cooked some more- I thought that would firm it up. They gave me a new piece- just as bad. The server suggested that I didn't know how mahi-mahi was supposed to be, she was nice about it, but I explained that I had eaten it there for several years. She brought a third piece- same thing. By this time I had eaten the vegetables and my husband had finished. So we asked for the check. The manager came over- having been alerted by the server- and took a look at the fish on my plate and commented that it didn't even look good. I thought it would be nice if she didn't charge me for my meal, but she gave us both meals. I never ordered the mahi-mahi there again, though.

 

[Kermit]

I ask to speak to a manager when it's necessary. I do try to give the person helping me a chance to get things right, but when they're not trying to help or are unable to help, I ask for a manager.

However, a few times I've found out that the person helping me WAS the manager. And once at Taco Bell, they lied and told me that someone was a manager and she really wasn't. It was only after she realized that I needed help that she couldn't give that she sent the real manager over. I would call or write someone higher up in those situations if necessary, but all of them have just been the type of thing that I decided I no longer needed to shop at those places and I didn't want to drag out a bad experience.

 

[bicker]

Interesting discussion, but I think it is important to be more careful in differentiating between good customer service and bad customer service. Let's play devil's advocate for a bit:

Offering a hotel guest a move to another room, when they're dissatisfied with their current room, is good customer service. The fact that the guest would prefer not to move, cannot really be attributed as bad service.

Giving a customer a refund for a product purchased that the customer didn't really want, but because the tags were removed, the store can no longer sell at full price, is extremely generous customer service. Sure, cotton shirts can be chemically treated so that they are less prone to wrinkles, but offering cotton shirts without chemical treatment is actually another example of good customer service, since some customers don't like the idea that their clothing is chemically treated.

Seafood varies by catch. The season of the year, the average age of the school fished, etc., all have great effect on the texture and taste of the seafood. A restaurant surely has no interest in throwing away three pieces of fish, so if three fillets all came out the same way, it seems likely that the problem wasn't the preparation. And the fact that the server dutifully tried to satisfy the customer three times, is another example of good customer service.

I don't mean to pick nits at one particular person, but rather my point is that when viewed from a dispassionate, third-party perspective, things often come into focus a bit differently. So much of what we read about as "bad" customer service is simply buyer's remorse. Though, odds are, that's not the case in all three cases, here (heck, let's just assume that it isn't the case in any of the cases here, just for harmony's sake), just as it is not the case all the time in general, it is often the case, and we need to read reports of bad customer service in that context.