Customer service. It's not just for breakfast anymore.

[snugglekitty]

I have recently had the same experience at two different restaurants, that in the past, I had good or even excellent experiences with.

It starts with some kind of problem. I do not assume that problems reflect on the restaurant's quality. Restaurants are busy places, and shit doesn't always work out. That's life! In one case, my food was overcooked. In the other case, the restaurant could not accept the form of ID I had to buy alcohol. Then the waitress (female in both cases) decides to escalate the complaint, bringing in one case the chef and in the other case, the manager. Then, this higher up person actually makes the situation worse.

This is about the form, not the content. I didn't necessarily expect to have the food taken off the bill, or to be served alcohol against your rules. But I do expect you to be polite and apologetic if there is a problem. I do not pay people money to be rude to me. It goes against my grain.

In the first case, the chef told me that he was offended that I felt his dish was overcooked, and that he knew exactly what he was doing. Okay! Very educational. We won't be visiting that spot again, and the fact that the waitress was a total sweetheart and took the fish off the bill anyway is the only thing that keeps me from telling all my friends to never go to this place again either. In the second case, the manager was simply a good deal more aggressive about the issue that he needed to be, and focused on how it was my fault. "What you need to do is go to the RMV and get a liquor ID," is what he said. And I said, "No offense, but I think what I need to do is go to a different restaurant, because this is the only place where I've ever had a problem," and we left. He apologized, AFTER I said we were leaving, but didn't seem to mean it. I would probably go there again, but not if I wanted to drink. He could have said, "I'm sorry, but we can't risk losing our license," and it would have conveyed all of the same information, and we would have stayed, even with them not serving me. It's not just what you say - it's how you say it.

How hard is it to say, "I'm sorry there's a problem, is there anything we can do to make it better?" Seriously. I'm not that hard to please, and would have happily accepted polite nothings in lieu of any actual action in both cases. But throw me a bone!

Comments

[sunspiral.livejournal.com]

Wow. The first would cause me to never go to that restaurant again, under any circumstances. And to warn everyone I knew away from it. As for the second, it sounds like they were completely in the wrong too, but I'm curious what form of ID they weren't accepting.

[lady-anemone.livejournal.com]

It was a state ID with a picture and signature, but not a driver's license, 'cause I don't drive.

[mrpet.livejournal.com]

This was after I told him that the other dish was one of the best tasting versions that I have ever had. All I got back was 'well that's different' this is my stewed fish and I am known for how good it is *blah blah blah*

If it was me I would have grabbed the dish tried a bite and then apologized profusely since it was badly cooked. I know food science and actually trained under a chef for a while. The fish was actually hard and crumbly. This is actually very hard to do since protein, like all proteins, will denature, then tighten, and then finally break apart. This is how pulled pork and post roast is done.

You may not want to go to a certain restaurant in Kendall Sq that starts with 'A' and ends in 'tasca' :)

[lady-anemone.livejournal.com]

Maybe it's also worth mentioning that this is the ID I use to get on planes, and have never had a problem with in that capacity. :) I also use it to drink in airports, but that's another story.

[cutieperson]

i know you think it's a hassle to get a separate ID for drinking, but the MA ID alone can be refused due to state laws that provides establishments some legal protection if alcohol was served to a minor in reliance on a valid Massachusetts Liquor ID card but not if the establishment relied on the Massachusetts ID card.

you only have to be 16 to get a MA ID. -of course- they're worried about losing their licenses if one has been altered.

[mrpet.livejournal.com]

You can get a driver's license when you are under 21 as well.

[lady-anemone.livejournal.com]

As I said in my original post, the point is not that I expected them to serve me against their rules. The point is that I think they should have been polite about it.

[cutieperson]

yes, you can. and those are stamped with a big, red, UNDER 21.

[cutieperson]

i think the statements "No offense, but I think what I need to do is go to a different restaurant, because this is the only place where I've ever had a problem," and the one i replied to, "Maybe it's also worth mentioning that this is the ID I use to get on planes, and have never had a problem with in that capacity. :) I also use it to drink in airports..." indicate more than just wanting them to be polite about it. *shrug*

[lady-anemone.livejournal.com]

I'm feeling a little puzzled by the vehemence of your responses on this thread. Is there something else going on here that I don't know about?

[bearsir.livejournal.com]

Argh. Makes me nuts.

I have also developed a strong and abiding distate for customer service people who, when I have finished detailing my problem, say "Okay..."

I just want to shake them and say "No, it's not okay, damnit!"

::sigh::

[lady-anemone.livejournal.com]

Yes. "Well, what do you want me to do about it?" is another useless response. I'm always tempted to say, "Act like you care!" Because, really, that's all I usually want.