Kiki's Conundrums and Complexities

A blog about all things kiki. Hello kitty, ipods, music,exercise, running, books, movies and michigan.

Wednesday, August 09, 2006

Perhaps it pays to complain

Last week I went to chain italian restaurant with my friends and we all ordered the soup/salad combo. Our waiter was less then attentive and in fact half of our part left after waiting ten minutes to receive our bill. So time came to settle the bill and the tip ended up being about 12% which is usually lower then I tip, but the service was bad, and I wasn't going to reward him for bad service. As we were getting ready to leave, we heard the server say out loud to us "3.00 is that all" and give us a snide look.

I wrote a complaining letter to the restaurant and here is my response.

Thank you for contacting us concerning your visit to our ___________restaurant.Please accept our apology for the type of service you received on this occasion. Our servers are trained to pay close attention to our guests so your needs are anticipated and even exceeded. Based on your description of your visit, we have some retraining issues to address with our team regarding attentive service. Your experience is being shared with our management team and staff as a reminder of the importance of guest-focused service.As a gesture of goodwill and our desire to continue serving you, we have mailed you a complimentary gift card for you to apply toward your future visit. Please allow ten business days for receipt. We believe we can restore your faith in us and look forward to providing you with 100% guest delight in the future.


At 4:32 PM, Blogger bstab said...

it Totally Pays to complain when there is a legitimate complaint. A strongly worded letter/email is appropriate when you've witnessed or expereinced something like that.
I've gotten free movie passes because I missed 20 minutes of an 80 minute movie due to concession stand nonsense. The hubby got a free burrito coupon for reporting an employee's lack of handwashing in the restroom at another chain (obviously we'll use it at a different location...).

At 7:52 PM, Blogger teacherwoman said...

Ahh...that's nice. Sometimes it really does pay to complain!

At 10:13 PM, Blogger Nicole said...

Good for you for complaining, that would have made me VERY angry. I love that chain but that kind of service is just not expected or warranted.

I'm also glad to hear that they were so responsive to your complaint!

At 10:54 PM, Blogger Firefly's Running said...

Yes it does pay to do that. I have been rewarded many times for complaining about service. Good for you!


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