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Jan 1, 2013 04:22 PM

horror stories...why not alert management?

I see a lot of "horror story" posts on this board, and my curiosity has the best of me. Why go home with a bad experience to report, or wait until the end of the meal to consult management? When I am dining out, If I receive a glass with a lipstick stain, for example, I immediately notify the staff. If I get a rude server, i immediately ask for management. Is this not the norm? Rather than have a bad night all together, why not address the problem as it occurs as opposed to writing a bad review after the fact. I worked many years as a fine dining manager, and would want to be notified of issues to I could rectify them right away. opinions??

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  1. Just because a person notifies a manager, about a complaint, doesn't necessarily mean it will be rectified or even considered.
    If I find I like a place and little problems happen here and there I'll either let it go or talk to someone about it.
    However, if it's a place I don't particularly care about, don't think I'll be back, then I'll leave the place without saying anything.
    The way I look at is this...the restaurant business is a difficult, time consuming venture. It's a venture that requires total hands-on, 24/7 attention. If the owner/management waits for the problems *they're creating*, to be addressed by customers then they're, obviously, not doing their job.
    Why should, I, the customer, be the one to notify them of 'issues' when it's their job to make sure my dining experience is excellent and I don't leave the business anything but totally blown away by the food and the experience?

    1. Well, one reason is that you don't want an already iffy evening to get worse. Another is that you don't want your fellow diners to be made uncomfortable. A third is that sometimes the manager doesn't see it your way, or give a crap in any case, so you wonder why you didn't remember Reason One. For what it's worth, I don't post negative reviews and always point out lipstick stains at the time (usually to rueful, not hard, feelings by all and a grin all around),

      1. A manager doesn't always solve the problem. Managers are not always around or make themselves unavailable.

        Sometimes, the manager IS the problem.

        1. Ooooh. Just want to say really good answers so far.

          Personally, I often feel like the wait person just won't care. And I hate to be a "squeaky wheel".

          I must say a good recent experience was at Pizzology in Indianapolis Indiana (of all places!).

          I felt the the waitress ~really wanted to know~ what we thought of our food. That went a long way with us.

          I think if chef/owners really and seriously want customer feedback they need a way to train the waitstaff so that that sentiment can be conveyed.

          1. The chance of angering someone who will be taking care of your food.