This is from this morning’s Washington Post. So many customers in restaurants don’t like to complain about things, and they wind up just disappearing and never coming back.
That doesn’t help the restaurant in question stay in business.
So, believe it or not. Complaining (however politely) helps.
“A lot of customers don’t like to complain,” said Doug Brown, a former restaurant manager for the Chart House chain and author of “The Restaurant Manager’s Handbook,” and to him, that’s a shame. “A lot of people will just not come back and never say why.”
Well-run restaurants welcome constructive complaints. And the best way to help them — and yourself, when you’re sitting there with a mojito when you asked for a margarita — is to speak up right away. “If they mention it on their way out, there’s very little that anyone can do other than [offer] an apology, and to try to have them come back,” said Atul Narain, general manager of Rasika and Rasika West End.
Flagging a problem with a server or manager will not only ensure you a speedy resolution but also often inspire something extra.
“The guest is always right,” said Boo Kim, director of operations for District Commons and Penn Commons and the winner of last year’s RAMMY award for Manager of the Year. “We’re fighting for their business. We have to treat every guest with the utmost importance. We have got to make them feel special.”
You can read the rest at the Washington Post.