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.