Should they have told us the fryer was down before we waited 1/2 hour?

[Pumbaa_]

well we don't have fries or onion rings available tonight, but we can offer you fruit or chips to go with your meal", I don't see anything wrong with that.

I am just picturing my DH being offered either one of those options with his double cheeseurger.

OP, everyone who is a huge fan of B&C knows exactly what you mean. And we are right there with you.

 

[Hodder]

I don't understand why the manager is being bashed so much on this thread (and not just by you Robert P). As many people in the restaurant industry have reported, it is not standard practice to notify arriving guests that something is temporarily not available.

We weren't there. All we have is the OPs recollection of the incident to go on. We did not witness the tone of voice or facial expression that was used.

I don't think that I was bashing the manager per say but the action he/she took.It's not for the manager to tell someone that (most patrons) only come for item abc, but to apologize for the misunderstanding (even if not really sorry). Regarding the tone of voice or facial expression, if you meant the OP then that doesn't matter. It's all about customer service and how you handle it under pressure. The only facial expression the manager should have is a smile and the tone should have been polite and apologetic or sympathetic.

 

[Alicnwondrln]

I think they should have let people waiting no
the hotess could just say if you are hear form food we have no fryer right now
just so you know

 

[KCMiller]

Actually, I don't think the problem is whether or not the OP was told that the fryer was down. That sort of thing happens, off and on, and although it would have been nice for the OP to know before they sat down, it may very well be that they were trying to fix it, or that it broke down shortly before they were sat - things happen.

My biggest problem is with the attitude of the manager. I understand having a stressful day, I understand even that inside, the manager might have been annoyed at answering the same question for the umpteenth time. But I've worked in many restaurants, and in the good ones, the manager would NEVER speak to a customer like that, never try to turn an issue around onto a customer - especially one of the restaurants own making. In the well run restaurant, the manager would say something along the lines of 'I'm so sorry for the inconvenience! Can I buy your drinks for you?' Not giving away the store, not taking it personally, but with an eye towards diffusing the valid complaint and making the customer happy. Yes, even when it's busy, even when they are dealing with problems in the kitchen, and EVERY day, ALL the time - positive, calm, diffusing customer service. That's the difference between a good manager and a poor one, between a well handled customer complaint and a badly handled one.

KC

 

[tinkerbellmagic]

My biggest problem is with the attitude of the manager. I understand having a stressful day, I understand even that inside, the manager might have been annoyed at answering the same question for the umpteenth time. But I've worked in many restaurants, and in the good ones, the manager would NEVER speak to a customer like that, never try to turn an issue around onto a customer - especially one of the restaurants own making. In the well run restaurant, the manager would say something along the lines of 'I'm so sorry for the inconvenience! Can I buy your drinks for you?' Not giving away the store, not taking it personally, but with an eye towards diffusing the valid complaint and making the customer happy. Yes, even when it's busy, even when they are dealing with problems in the kitchen, and EVERY day, ALL the time - positive, calm, diffusing customer service. That's the difference between a good manager and a poor one, between a well handled customer complaint and a badly handled one.

KC

I totally agree with this. A manager should NEVER speak to a customer like that. It's sure not the Disney way.

I don't know WHAT is going on at that place lately, but IMO, they need to fire a few people and get better a better staff in there. I like B&C - a LOT - but the service has gone waaaaaay downhill.

I totally agree with this comment. We had a terrible experience at B&C with a waitress in 2005. It was our first (and last) sit-down meal there. I was so shocked by her rudeness, I thought it was part of an act! It became clear it wasn't. I had never been treated so badly by any waitress in my life. Who would have thought this would happen at Disney.

I had such fond memories of our previous take-out visits there, but our 2005 incident put a worst taste in my mouth than that awful burger I had (and yes, despite the rave burger reviews, this one was very bad). I did make Disney aware of the situation. I had hoped things improved there since then, but if the manager treats customers that way, it does not look like it. You expect managers to smooth things over, not make you feel worse.

From now on, it is take-out only and only ice cream for us.

tink