Once bitten, twice shy
Today I ate at my favorite chain of restaurants - The Great American Restaurants
A mid-afternoon lunch:
The meal was good as usual, but the crab - hand picked, they say -- so excellent in sweetness, was so very heavily salted that every bite was a reminder that the crab was oversalted. I was able to enjoy, though, the sweetness of the crab despite this and appreciated the fact that the pieces did look meticulously picked.
When I told the person asking if everything was alright at check-out time that I thought the crab was oversalted almost to the point where it could not be totally enjoyed, he apologized and said that he would ask the kitchen about it, would look into it with the kitchen people.
My husband who shared some of the crab because of my complaint to him, confirmed what I had said. But I accepted his apology.
Sometimes an apology is not equal to the disappointment. Have you felt this at times?
In a word, yes. After having the waitstaff tell me that the cook/management would be told about my issue with the meal, I've had only ONE manager come back to discuss it in detail. Otherwise, I'm sure it was dismissed as just one more picky customer, and I am not afraid to voice my opinion. A business cannot get better by listening to satisfied customers. I can't think of any time where a restaurant bent over backwards to ensure I was satisfied after I complained. Being an aerospace quality manager, I'm very sensitive to how businesses handle quality issues.