How do You Handle Bad Service in a Restaurant?

[vhoffman]

Perhaps you're not reading my post correctly--the waitress didn't complete the order. Several items were missing, including toast, a side dish, and yes, its her job to bring silverware, drinks, condiments, etc. expecially if she's been asked several times. I suppose some of you might find that acceptable treatment, but I didn't. There's only so much a person can be expected to "suck up". Anyone would be frustrated with the treatment I received. The fault rested with the waitress, not me. What did I do--order a meal? Expect it to be served correctly? Is there something wrong with that? Or is there something wrong with a waitress who doesn't do her job?

 

[vhoffman]

And, WebMasterKathy, aren't you attacking me? I never said I became "tongue-tied". I said I just didn't want to discuss it any more, especially in front of my children and upset them. I had discussed it with the first manager I found, then another came to our table wanting to know "what was wrong". Everything! We sat there in frustration while our meal got cold for lack of silverware, condiments (my daughter loves steak sauce with her steak, not afterwards!), also, like I said, some items were missing form the meal--well, perhaps you think thats appropriate treatment from a waitress, but I am used to a higher standard. BTW, the restaurant was Outback SteakHouse, not exactly a cheap eatery. One expects at least not to be made to feel like a nuisance by ordering a meal. I also did state in subsequent posts (if yu bothered to read them), that I bend over backwards to ignore little things, like getting the wrong dressing or drink, however, one can't be expected to just sit there with an incomplete meal watching it go cold waiting for the rest of it to catch up!

 

[eeyore45]

Perhaps I should have taken the comp for the meal. However, I had a friend many years ago who deliberately looked for fault any time she was in a restaurant just to get a free meal. It was such an embarassment just to be with her. That's why she's a "former" friend. I do feel awkward eating a meal then expecting to get it for free.

I did explain the problem to the first manager I approached. I had to get up and track him down, no one ever came to our table to see how things were. He said he'd get someone. Several minutes went by before anyone even approached the table. I was at the point of tears with frustration--I wanted to take my kids out for a special treat and it ended up like that. I guess I just didn't want to be bothered explaining all the ins and outs of the situation--I had to endure it, I didn't want to relive it by explaining it. The offer of a free dessert just didn't appeal, either. It would have meant sitting there longer, when I just wanted to get out. Also, I read about someone who was offered a "comp" of a free meal for bad service, then the police were called saying that she refused to pay. She was followed and actually arrested (guess they got her license plate number!).

In my opinion, there's nothing a restaurant can do to make up for a bad situation such as the one we had last night. Just get out of there and never go back. Oh, and writing letters I've found is just a waste of time. Well, that's my take on it! Also, the free meal offer is a matter of pride--I pay for what I eat, I'm not a bum!

You've made some very valid points (re also about not upsetting the kids)

1. Went to Mystic Conn for a vacation - with friends. We ate a late Brunch at the rest. next to the hotel. Group of 3 women, one woman could not speak, and visually looked handicapped... she is an attorny in Washington DC - very impressive work mind you... so I NEVER speak for her... of course the waitress "assumes" 1. cheap women. 2. retard.

2. The waitress was surly, and rude, imho, she flustered the friend in her 60's. I ordered a German Pancake, one I make at home often. When it came, it was burned, and I found a hair in it. I just choose to not eat it. Which upset my attorny friend... she was writing her displeasure in me, and I was finding humor in teasing her...

3. Our other friend asked for a refill on her coffee - and I swear that waitress "rolled" her eyes... OMG - NOW you've done it lady - I am MAD... and I jumped up and said "did you just roll your eyes at her" and yes, I probably was "over reacting... and I demanded loudly to see the manager "now".

4. 2 other patrons came over, and confirmed that waitress had given them poor service, and they were glad I stood up to her. One also witnessed the eye roll.

5. Manager came over, and asked what the problem was... BEFORE I could begin to list, she just said, ok, thank you, she left, and comped our meal...

I was just getting started.

So, I would.ve probably let things go if she hadnt insulted my friend!!

 

[eeyore45]

oh, and at Disney, we had pre ordered the $12 Birthday cake at LTT. They brought out this disgusting thing, not chocolate, white, no names, no birthday wishes, the icing falling off... I was so upset I was close to tears. But it was for my mom, and my dd.

I chose not to let it ruin my evening, so I said nothing. Did nothing. (and to top THAT off, the CM's didnt even bring us the menus dessert... I was so upset!!)

When I thought about it, I got mad, then I realized the next night I had another "pre order" at the 1900 Park Fare... so I called to cancel, and they were very kind and asked why - so I told them, and I did burst into tears!! lol - she asked why I didnt speak up at the LTT, why didnt I dispute it... I again said, I refused to make a scene in front of my mom, so just cancel tomorrow...

She got it, I think, anyway, she didnt cancel our order for 1900 Park Fare - she comped the cake - and it was good!!

Unfortunately (amazing isnt it?? lol) The waitress at LTT decided not to deliver it - we asked for our bill, and she must have gotten busy, we asked again, and she said, oh you cant leave. My mom and dd were so ansty, they left - went to the bathroom and then to the Grand Floridian shop!! The waitress came 25 min later (I had to time things!!) with the "Free" slippers, and CHOCOLATE CAKE!! I was stunned, I told her I cancelled the cake, she said it was "free"... then I said, its too bad you couldnt have brought it for the birthday girls - 25 min ago, before they left!! She didnt seemed fazed. We boxed it up and brought it back to the room (we didnt have plates or silverware, but we still managed to eat it )

I had such an interesting trip, I refuse to write a trip report - no one would believe me, and would pounce on my "negativity" because we were "lucky" to get that slipper and cake "Free"!!

 

[vhoffman]

One shouldn't be made to feel like a nuisance by expecting that the meal be served properly, and handicapped people have a right to the same level of service as other customers. They aren't given a "handicapped discount".

 

[emma'smom]

In the situation where a tip is automatically added to a large group, I've actually crossed the tip off the bill before (or written in a smaller one). I usually tell the manager why I am doing this despite their stated policy (bad service). Gratuity is extra- no matter what the restaurant would like you to believe. I figure, let them add it to my credit card bill if they really want to push the issue (and I probably won't bother following up then as it just wouldn't be worth the time). The times we have lowered teh tip..they never charged us the higher tip.

 

[eeyore45]

One shouldn't be made to feel like a nuisance by expecting that the meal be served properly, and handicapped people have a right to the same level of service as other customers. They aren't given a "handicapped discount".

When in court my friend uses the computer like Stephen Hawkings that speaks... but in public she finds it too confining, so she writes things.

I respect her, and others, and do not speak for her - she's an adult, and a whole lot smarter than me... but I forget what her condition is, she does have cerebal palsy, her teeth are overgrown, she cant swallow very well, and carries a handkerchief to take care of any drool from her mouth... again, her looks are decieving, she is so intellgent, kind, and caring!!

 

[KathyTX]

And, WebMasterKathy, aren't you attacking me? I never said I became "tongue-tied". I said I just didn't want to discuss it any more, especially in front of my children and upset them.

Goodness, no! I was just referring to the statement you made that you were so upset that you couldn't talk to the second manager about it!

I did not see the part about side dishes not being delivered... only that you needed silverware (which you already said you simply took from another table), and that you were waiting for refills and condiments.

This was *definitely* an example of bad service. My only point was that it sounded like you had a very emotional reaction to it, when others might have handled it more matter-of-factly by telling the manager what was missing and what they needed. The issue of worrying that the children would be upset by asking for what you needed is the part that concerns me... just ask, no need for anyone to get upset.

 

[vhoffman]

Actually, my daughter had a good suggestion--go to buffets, that way you don't have to bother with a waiter and can just get what you want as you want it. Good suggestion! Especially if I'm expected to wait on myself, anyhow--like getting my own silverware. One rule-of-thumb of mine--if I have to get up and get anything for myself, such as silverware, condiments, etc., no tip. That's their job, they don't do it, they don't get paid. Period.

 

[Houston_Disney_Fan]

I've been in the bad service situation also. I simply get up, take whoever's glasses need refilling, and march straight into the kitchen, looking for the soda machine. That always gets attention very fast, and better service (and sometimes dirty looks) from our server.

 

[vhoffman]

WebmasterKathy,

I did "try" handling the situation "matter-of-factly". I politely asked the waitress several times to complete our order, asked a manager to get us a new waitress, took care of what I could myself -- silverware, however, I couldn't wait the whole meal for myself! Well, I did get frustrated after all that and still no service and cold food. Really, it would make anyone upset. There's only so much a person can be expected to put up with.

 

[ksumn1]

I worked in the food service industry for over 10 years in varios capacities. Many jobs as a cook, cashier in fast food, waitress at a pizza place, deli worker and manager, drive thru at various resteraunts mainly Chick Fil A, etc. My motto is the customer is always right. I think in your situation, vhoffman, had the waitress even said I'm so sorry I'm swamped today I haven't forgotten, I promise I'l be back ASAP, you may have still been disappointed in the slow service and incomplete order but you could have said that at least the server apologized and tried to at least explain the situation. Some people are not cut out to be servers. They don't have the personality, patience or multi tasking skills to do their job well. Not to say that I have never had someone who gave me a hard time, treated me rudely or unkindly with no prvocation or had days where it seemed I could not do anything right no matter how hard I tried. I had bad days sure where I wasn't Little Mary Sunshine and smiled at every customer BUT I don't think I was ever rude or unhelpful. I had days where I was stretched very thin and couldn't be at 5 tables at a time or keep refills etc coming as fast as they should.
I always make sure if I get great service I tell the manager on duty as well as the server that they did a wonderful job and that I appreciated the great service. As well as gining an extra gratuity. I usually tip 15% standard , 20% for really good service possibly more for excellent service.I also tell the manager if I had bad service, and why. Food issues, slow service, rude server etc. The manager can not fix the problem if they don't know the specifics. Many times, you have to have documented day time date complaints against the server before the comapny or manager will take action be it suspension, termination or retraining. If you have a bad experience, and the manager offers to comp a meal, allow them to do so. Often times, it the least they can do to try to retain your patronage and to try to rectify the situation. Don't be concerned because most establishments keep a record of comp meals given the patrons name etc so thet they can make sure it is not somene who is always complaining simply to get a free meal. I'm sorry to hear that you had such a horrible experience. I am very proud of the fact that I always tried my best to give good customer service but unfortuantely for alot of people being a server is just a job and trat ir that way.

 

[WillCAD]

I must be the odd man out, because I tend to get bad food way more than I get bad service.

Most of the time when I get bad food, I let the server know and they make a great effort to fix it, and quickly. Those servers get a little extra in the tip!

-----------------------------------------
Once at the Texas Roadhouse, I got a perfectly ordinary looking salad, ate half of it, and came across something crunchy that shouldn't have been there. I looked it over and discovered that the bottom of my salad bowl was cracked into multiple pieces, and a pebble-size chip of the bowl was what I had crunched on.

I pointed this out to the waitress, who was HORRIFIED and appologized profusely for the rest of the meal, even though I made sure to tell her that it was not her fault - she picked up the salad from the kitchen and couldn't see the damage. Heck, I didn't see the damage till I ate half the salad! The manager comped the meal and went to have a talk with the kitchen staff - and I left the poor horrified waitress a 20% tip.
-----------------------------------------

But like everyoine else, I sometimes get bad service. I have certain things which I expect out of a server, and the fewer of them I get, the less the tip will be. I had a guy at 'Ohana in December who dissapeared on me for about 25 minutes - after I asked for a refill on my coke. He was also laconic and disinterested; I wouldn't call him rude, but he spoke in single syllables in a voice that said, "I don't wanna be here and I don't wanna serve you."

That guy got a $3 tip on a $30 tab - but I didn't talk to the manager. After all, everybody has a bad night, and I would rather poke the server by giving them a bad tip than risk getting them fired if they are simply having one bad shift.

WillCAD's Four Simple Rules for Serving Me and Getting A Good Tip:

1. Don't let me see the bottom of my glass! Bringing new sodas is the easiest part of the job, and I don't go through a glass of soda that quickly. If my glass goes empty and stays that way for more than a few minutes, the tip begins to erode quickly.

2. LOOK AT ME! Every five minutes or so, as you pass by my table, just look over at me so I can get your attention if I need something. I don't expect you to ask me "Everything okay can I get you anything how's your food are you having a good time didja see Survivor the other night?" every five minutes, but a simple glance in my direction periodically would enable me to rais my soda glass to motion for a refill, or make a signing motion to ask for the check, or wave you over if I have a question.

3. Be polite and just a little cheerful. You don't have to kiss my butt or pretend to be my best friend, and you don't have to act like you won the lottery to have me as your customer - just don't act like your dog died when you take my order. And impatient, surly, and arguementative is no way to go though life, son. Well, it is for me, but not when I'm dealing with a client/customer/general public.

4. Make it right. If you make a minor mistake, or the kitchen screws up my food, I don't expect you to act like you just shot Old Yeller. Forget the sackcloth and ashes, just say, "I'm sorry, I'll take care of that" and take care of that. Actions speak way louder than words. Ignoring it or getting grumpy when I point out something wrong is the fastest way to get a lousy tip from me - or none at all.

And have a nice day.

 

[vhoffman]

Another gripe I have with restaurant service is-- the check! A meal can be perfect, both food and service, but they tend to forget they haven't gotten their tip yet. "Its not over 'til its over". It goes something like this--you wait forever, trying to flag down the waiter to ask for the check. she goes off and takes several minutes to return, then throws it on the table without so much as a "thanks for dining with us" or some words to that effect. Then, you sign the chec and put your credit card inside (I always pay with cc), and the thing just sits there for several more minutes before she comes backto pick it up. We are now getting irrate. Then, she takes forever to run the cc and bring it back for you to sign. Honestly, I've waited sometimes more on the check then the time it took for me to eat the meal! All the while, the tip is going down, down, down. I don't want to spend all night trying to get out of the place! whatever it is she's so busy doing, waitstaff should realize that the customer who is waiting for a specific task, like the bill, silverware, etc., should come before starting a whole new order. Many a waiter has lost tip money from me just because it took forever to get the bill paid.

 

[vhoffman]

Actually, I seem to have more problems with bad service rather than bad food. Just my luck, I guess! However, I'm more tolerant of bad food, although neither one is a thrill for me. I figure bad food is something beyond the waiter's control. He's not the one cooking it, and, unless he tastes it first how's he to know its not prepared correctly? Usually it looks ok when he serves it. I do expect it to be replaced, however, I don't fault the waiter. A bad attitude, on the other hand, is the waiter's choice and I tip accordingly.

 

[Uncleromulus]

Wondering how WDW restaurant service stands up under all of this??
Must say most of the service we've had over many years has been quite good.
But it isn't a perfect world and from time to time bad service "happens". Lots of reasons why--just having a "bad" server is one--too many tables--"an "off " night, etc etc.
I try to be reaonable, consider how busy things are, and as long as I don't feel absolutely "neglected" or have downright rude service, I generally just reflect things in the tip.

And I would add yet again--after watching how most servers work and the sort of customers they deal with night after night, my hat's off to them!! I wouldn't last one evening putting up with some of the customer behavior and attitude I see each week--and we eat out 3-4 nights every week, so I get to see a lot of things.

 

[hubby_of_newtodisney]

In my (not so) humble opinion
You can almost guarantee good service if you do the following:

When the server introduces themselves, introduce yourself and your family. Think about it, that would be considered normal in the rest of life. Manners shouldn't end at the entrance to the restaurant. Also, they know that you will know their name, and remember it to tell the manager with either praise or criticism.

Smile at the server.

Tell them that you love this restaurant, and that you have always had a great experience.

Let them know any special needs that you may have. If you like to have your water glass stay full, mention that you are really thirsty from your day at the parks.

If you are having a problem with service, speak to the manager. Don't worry about not paying for your bill. You are not just paying for food at a restaurant (especially at WDW); you are paying for an experience. Part of that is the service that you receive. The manager may never know that they have a bad server if all you do is skip the tip, or short the tip. As a manager, I would want to know!

 

[vhoffman]

Actually, I've never really had a bad experience at WDW restaurants. However, we tend to focus on the parks, rides, etc., and usually just go counter-service in the interests of time and money.

We have dined at Chef Mickey's, Le Cellier, CRT, Bomas, and the Ohana restaurant (forget the exact name), with very good results. Only slight problem -- I felt they pushed the pictures a bit much at Ohana's. Other than that, no real problems. I do feel you have to have realistic expectations. Don't expect gourmet cuisine while dining at Disney--if the food is adequate, served correctly, and the waiter is at least civil, just get on with your life. Its not your last meal!

However, eating out in restaurants, especially while on vacation, just isn't my favorite thing. The time and money can be spent better elsewhere. No, we don't "starve" while on trips, we just prefer to get a condo with cooking facilities, eat in, counter service, a few "nice" meals, etc. I guess I'm just not interested in fine dining with two kids in tow. Remember those days--without kids, and you actually got dressed up to go out to eat? Oh, well, maybe when we're old................

 

[yoopermom]

Just wanted to say that I empathize with you. I have anxiety issues, and, at Boma last summer had a stressful (to say the least) meal with a large family group, with both waitress and manager issues. I knew I would get flustered if I confronted them in detail in front of my family, so pulled out my notebook, wrote down names, times, and details, and asked the manager for his card, and the name of his immediate superior. I waited until the next day, then called AKL, asked for the superior and, to make a long story short, spoke to her for over two hours over the next two days (she spoke to the waitress/ manager in between). I got what I wanted, which was to be LISTENED to. Hopefully, both will practice better customer service in the future.

As others have said, go to places you have had good service at more frequently (vote with your wallet), and make an effort to praise the good, too.

Terri

 

[Caylin]

I usually have super service at WDW, with the exception of Planet Hollywood and Rainforest Cafe. Needless to say, I don't go there anymore! I had one bad experience at Boma's but gave it a second, then third, and now fourth chance. I've decided the Boma's incident was isolated bad service.
I agree with all the advice. I don't expect miracles, but I do expect not to be ignored! (That must have been awful for you! I'm so sorry that happened!) I usually ask to speak to a manager about bad service and if I don't feel things are going to be addressed, I write to the corporate offices. There's a Ruby Tuesday's in the mall where the bookstore I work for is. We booksellers continually got horrible service. We started writing letters and now it's possible for us to eat there within our lunch hour. I'm always super polite, but this wheel will squeak if need be! I also don't feel bad about not leaving a tip for bad service. I usually explain that one to a manager, though.