For me to contact management, it would really take a shitty service experience. And it would also have to take place at a restaurant I like. But hey, my service expectations are pretty low. If I don't have to wait too long at the drive thru to get my #1 combo, we're good.

But seriously, owners and managers say they want to hear from the customer, but they really don't. They like getting advice from customers as much as people like getting dog shite on their shoes.

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Posted by Eddie Vedder

The South Plains

Member since Jan 2006

4438 posts

Posted on 6/17/14 at 4:16 pm to Langland

quote:
But seriously, owners and managers say they want to hear from the customer, but they really don't.

it is easy for people who work in customer service to get jaded because so many people complain about shite that really isn't a problem or make up stuff to get something for free. but good management always wants to know if there is a real problem.

i recently had an excellent experience contacting a manager. I had a horrible service experience, as did the people around me. I sent a long email to management, outlining all of the problems I had, as well as the problems I observed around me. The next morning, I received a phone call from the manager. He apologized profusely, and thanked me for all of the feedback. I declined free stuff but he insisted on mailing vouchers anyway. And told me to introduce myself next time i visited.

i went again a week later, and the manager I spoke with on the phone happen to walk by. I did as he had asked, and introduced myself. I hadn't brought the vouchers, because I didn't really want anything for free. When we went to leave, we learned that he had comped our food and drinks.

He did a great job handling the situation, I thought; and i will be a loyal customer because of it.

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