Now Is Your Chance To Tell Me: Am I Right Or Wrong In Your Eyes And What Do You Do?
When I have a really bad meal at a restaurant, I typically won’t send the food back or ask the server to credit the check. Am I right or wrong and what do you do?
- Periodically I will get stickers that have my address on them from organizations looking for donations. I don’t always send in a donation but always use the stickers. Am I right or wrong and what do you do?
- Sometimes when I am shopping in a store I will see a kid (total stranger) acting up, I will NEVER reprimand someone else’s child. The only thing I might do is mention it to a sales clerk. Am I right or wrong and what do you do?
- I will never park in a handicapped parking spot but will use a handicapped bathroom stall. Am I right or wrong and what do you do?
- I am dripping sweet every time I check into a hotel or airline. One of the reasons I do this is I am trying to get upgraded to a better room or seat. Am I right or wrong and what do you do?
You tell me. Am I right or wrong?
What do you do in these situations?
Is there something you do that you would like our opinion on?
April 18th, 2008 at 8:33 am
I’m with you on all counts except the last one.
On that last one, I myself would never try to get an upgrade because if that’s what I wanted then I should have booked it that way. Now, ’tis a different story entirely if when I arrive what I booked is not available or up to par according to what I paid for. If that is the case, then they better get to making it up to me and an upgrade would be well on their way of doing so.
April 18th, 2008 at 8:55 am
On the first point, I never ask for a credit, though often I receive one. Generally I will send food back or mention that I’m not happy with it, assuming it’s not good. Why? Well, I spend hard earned money to dine out and if the experience is not good, I’m still paying for that experience. For me, dining out should be enjoyable. You’re doing them a disservice by not letting them know if they are serving bad food or if there are other issues. Would you rather your clients let you know when they’re unhappy with your service, allowing you to make it better, or would you rather have them go elsewhere without saying anything? Personally I don’t see a difference. That restaurant would rather have you back for another chance. Merrill - when how often do you think you have had clients who didn’t say anything to you when there was a problem? I realize you’re very good about uncovering issues when they arise. At the same time, when the waiter asks, “how was your meal?” or “was everything ok?” aren’t you doing exactly what you DON’T want your clients to do? We all expect our clients to let us know when they are unhappy. Reality is, many of them do exactly what you do at the restaurant. I always let the staff at the restaurant know when things are great, but I also let them know when things were not great. If they handle it right, they have a loyal customer or I’ll refer them. If they don’t, I won’t be back. Do you think this translates to our business? I definitely do.
April 18th, 2008 at 8:57 am
I’ll chime in on the restaurant scenario. After working in a family owned restaurant among others over the years, I can only recommend that you PLEASE send the food back. If you’re dining with other people and you all have bad food….don’t go back! If the other people have no issues with their food, but yours is poor tasting, send it back. Give them the opportunity to re-make the dish or recommend something they think you may like better. Think about how you would feel if you sold your research services to a client, they didn’t like something about it, and they just didn’t say anything or give you the opportunity to make it better. They just walked away as a client. That’s basically what you’re doing in this restaurant.
I second Rhonda on the upgrade…please stop being “that guy” at the airline counter. The rest of the passengers waiting in line to speak with the counter agent with a valid need would appreciate it.
April 18th, 2008 at 8:59 am
Even though the stickers came unsolicited I won’t use them unless I send in a contribution.
If the food is over or under cooked I will return it. However, if it is not to my taste, it is a lesson learned at my own expense.
April 18th, 2008 at 9:26 am
Paul/Heather - good points. I would want to know if someone wasn’t happy with our service or final deliverable. When the situation arises in the future I will try and change that moving forward.
Heather - I guess I might be “that guy” but part of it is because I try and be brand loyal - so in my mind it gives me a little right to ask - it is in a nice way but I definitely understand your point.
Thanks.
Merrill
April 18th, 2008 at 9:40 am
The only time i will send back food at a restaurant is if it is not cooked properly. For example, i order a steak rare and it comes out medium (this happens to me ALL of the time - i swear it’s a woman thing - do any other women have this problem???? The waiter never believes me that i want my steak rare and i swear it’s because i am female)
If i order a dish and i do not like the taste, and the dish in front of me is exactly how it was described on the menu, i’m not sending that back, because i knew what i was getting into. That’s my problem, not the kitchen’s problem.
April 18th, 2008 at 10:49 am
I’m pretty much in line with you, Merrill. The only time I ever send something back is if it’s cold (I had a cup of chili at a Columbus restaurant that had obviously been microwaved and was warm on the edges but ice cold in the middle).
As for the 5th, I always try to be pleasant and if an upgrade happens, great, but I don’t expect it. I have to say, though that I misread your post at first and thought you wrote dripping “sweat”. I had visions of you running around the hotel/airport to work up a sweat and wondered how that got you an upgrade. Oh well, as Emily Latella used to say “Never mind.”
April 18th, 2008 at 5:18 pm
1. The customer is always right in my book. If the kitchen botches up my order, back it goes.
2. I have no issue using return address stickers. Better for that organization’s message get out on my letters than thrown in my trash can never to be read.
3. In today’s world speaking or lecturing to a stranger’s kid will get you in a boat load of trouble, even if you are preventing them from breaking the law. You are best to report their behavior to the proper authority.
4. When ya gotta go, ya gotta go.
5. Merrill, I am with you 100%. If one is not up-to-speed with the art of “Being Nice”, one will miss out on many of life’s pleasures. Upgrades, expedient service, price reductions and add-ons come only by asking in a very polite and friendly manner.
I have to share one of my many experiences of combining the art of “Being Nice” with the adage “If you don’t ask, you don’t get”. In the fall of 1980, I was on my second “Sex, Drugs & Rock ‘n’ Roll” tour of Europe. I was visiting friends in the Dutch city of Eindhoven the same day there was a big European Cup match between Bayern Munich and hometown PSV Eindhoven. Somehow these two powerhouses had an early round draw (much the same if say North Carolina met Kansas in the 2nd round of this year’s NCAA tournament) and it was the first big match of the football season. I mentioned to my Dutch friends that I wanted to go, but was advised that no way, no how could I get a ticket to the match, since it had been sold out the minute the draw had been announced. Since I was not working, I decided what the heck and went over to the stadium that afternoon. I knocked on the ticket office door and an elderly man answered. I politely explained that I was looking to purchase just one ticket for the evening’s match. He replied in broken English “No.. no tickets..no”. I thanked him and said I was little disappointed because I had travelled all the way from Los Angeles to see the match (stretching the truth just a tad). I wished him and PSV the best of luck in the evening’s match, turned and headed back in the direction of my friend’s flat. I was no more than 20 feet from the ticket office when I heard a whistle, turned around and it was the gentleman from the ticket office waving me to come back. When I got to the ticket office door he looked around as if someone might be watching and then asked “Are you the only only one?”. I nodded yes and he pulled out a ticket for the evening’s game and sold it to me for face value.
April 18th, 2008 at 7:40 pm
I agree with you on all accounts - except I never send donations for the unsolicited address labels. I must have a lifetime supply for every member of the family. I don’t encourage it by sending in a donation - but they just keep coming anyway.
I’m with you on the ticket agent/hotel clerk situation. Heck, I’ll offer to get the agent a soft drink, compliment her hairstyle and tell her what a wonderful job she is doing. Being nice goes a long way and sucking up can work. Try it with a heavy southern or English accent next time.
April 21st, 2008 at 9:04 am
Lydia,
Thanks for your comments and support. If I thought I did a decent English accent I might try it. The funny thing is my Boston accent does help in a number of cities except NY of course.
Merrill
April 21st, 2008 at 9:11 am
Ed,
That is a great story. I really appreciate you sharing it. If I ever have an extra ticket I will actually give it to a police officer to give out to someone in need.
You are so right - being nice goes a long way!
Merrill
April 21st, 2008 at 9:57 am
Public places are required by the disability act to provide wheelchair accessible bathrooms. They are NOT meant to be exclusive to their use. If the stall is available, use it! The “line” may move that much faster if we all take advantage of these disability enabled facilities.
Besides, in airports they are much easier to get in and out of with your bags!
April 21st, 2008 at 10:35 am
Stephanie - I have the steak problem, too. They give you the deer-in-the-headlights look when you ask for it “blue.” Yes, it is a female thing - we’re not supposed to eat the same way as men. And, if it’s overcooked, I will send it back. The only other time I will send something back is if it’s clearly prepared wrong or not fresh.
I have to go with Merrill on the Airline and hotel thing. You get much better service in the long run if you are very nice to them. They get abused by so many people, it simply pays to be as nice as possible. As it relates to this, I wholeheartedly agree with Ed. You have to ask in order to get something. And, Ed… the second SDRR tour of Europe??? Who knew you were so wild!!!
April 21st, 2008 at 12:24 pm
I’m still having a hard time with the concept of Merrill and dripping sweet…
A little scary don’t you think?
April 21st, 2008 at 12:33 pm
Tom,
Since you have know me since the late 80’s you better than anyone would know it is a bit of a stretch BUT can’t people change? There has to be a few that would think I am sweet - perhaps they are all related to me!
Hope all is well.
Merrill
April 21st, 2008 at 1:27 pm
Ok Merrill, here the class I teach when I periodically teach “life 101″ (how to get stuff done). You have touched on a few of my pain points, so up on my soapbox I go!
1. Restaurant scenario: You’re paying, it should be right, period. The server wouldn’t ever take it personally unless his or her mother was the one who made it. As well, just be light-hearted and honest and be sure to let your server know that anything they can do to make it right will obviously reflect in their tip.
2. Donation stickers: Don’t use them unless you’re onboard. Karma.
3. On bad kids: I never reprimand a child, mostly because they’re a child. Now then, I will have a chat with the parent or guardian. You need a license to fish in this country, but any idiot can have a child!
4. On handicapped parking. Of course you would never park in a handicapped parking spot. There’s a $350 fine that goes along with it. I have yet to be fined for crapping in a handicapped toilet. I figure I have the right, since they get all of the good parking spots. Just a thought…
5. On upgrades. This is a simple one. If you fly enough, use your points to get an upgrade. Upgrade points are so widespread nowadays, just being nice to the ticket person will not be enough.
As for hotel, that is a totally different story. I worked for Hyatt Corp for 15 wonderful years and started out as a bellman while in college and worked my way up. I am an expert on hospitality. Here’s the deal… The front desk agent has the absolute WORST job in the entire hotel, period. Cleaning toilets far outweighs the garbage they take from schmoe’s who think that they will be upgraded to a suite or better, just for being cute. They work for next to minimum wage and cannot escape when you’re screaming at them because your non-smoking room smells like smoke or your king room is now a double. A hotel reservation is a REQUEST, not ever a guarantee. With that said, here’s the deal…. It cost the hotel the exact same amount to clean the presidential suite as it does the worst room in the hotel. So, whether you’re checking into a Ho_Jo or 4 Seasons, smile nicely to the person who holds your hospitality future in their hands and hand them your cc for incidentals along with a $10 dollar bill or Starbucks card, bottle of wine or something like that. They will naturally look at you with a look of “what’s this for?” and you simply reply, “I haven’t had a vacation (or something) in years and I would LOVE it if you could find something really great for me… Whatever you could do would be great!” Using this little technique with hotels at check-in, car rentals, restaurants, etc… Has ALWAYS resulted in a suite or better and unparalleled service. People who are reading this and have doubts, I say just try it. More than likely, if you have doubt, you’re cheap (an that’s ok), but in the long run, frugal folks spend exponentially more than those of us who “throw it around” Rodney Dangerfield style and have the service industry at our beck and call.
I hope this helps…
April 21st, 2008 at 1:50 pm
I was one of those people who never complained about the food or sent it back…and you can be sure I never returned to that restaurant. I now send it back immediately, as my mindset now is “They can’t fix something, if they don’t know it is broken….Just like in my business, I want to know what is wrong so I have a chance to fix it.
On the last issue, I think you have every right to ask for an upgrade; if you
don’t, someone else will. In the end, if you get the upgrade, you think more highly of that company. In the long run, isn’t that what that company wants is for you to become a “raving fan” … Keep asking…
April 21st, 2008 at 9:26 pm
1. I will always send back a meal, especially when I know it will have pepper in it, I will request it without and typically it will arrive laced with the entire container deposited in my dish! I agree with all that have come before me: this is a service and a meal you are paying for. Have them get it right and I’m certain a chef will appreciate an unbiased critique! At the lower end of the food chain; I know the QC for McDonald’s, as I listened to their QC procedures, and if that bun falls apart in my hand, it means it’s stale and you will find me at the counter, speaking with the manager!!!!
2. For me, I say use them however in my case, they typically arrive with a name that doesn’t even come close to resembling Firouz Farhat Sepahi or Fee Sepahi, or they arrive with Mrs. or Ms. Fee…..hence the round file!!!
3. I will never reprimand another’s child, stranger or not, given the litigious society we live in. I may try and covertly distract the kid to break the pattern and have them stop, as they do periodically.
4. If there are no others in cue for the stall, I will use it, after all it’s placed there to accommodate access and not restrict it!
5. As far as sweet, I don’t think there is enough of it going around this planet. Just Saturday I called the hardware store, after a visit to solve a particularly challenging plumbing problem to express to Mike, the fellow who served me, how fabulously wonderful his solution turned out to be and his comment to me was “is that the only reason you called” and he was so grateful and carried on about how nasty people had been “ALL DAY” and I the only one to say a kind word……I thought that was sad…. I did enjoy his laughter and grateful sentiments. I showed up on Sunday at the hardware store and Mike pretty much greeted me at door, with the largest grin, like his best friend had just shown up. He took me around and showed me 3-4 different options and price points and what’s the best value for my pitiful dollar…..trust me he’s my friend for life, base on one compliment. You drip Merrill. You drip!