Why Venting at Restaurants is More Effective Than Online Rants
By Gyasi B-Hibbert
BBC News
When dining out, encountering a disappointing meal or poor service can be a frustrating experience. Many of us might be tempted to vent our frustrations online, but according to industry experts, there's an art to handling restaurant complaints that can lead to better outcomes.
Here's how to navigate the tricky art of restaurant complaints, backed by insights from hospitality professionals.
Connect with Your Waiter
Before booking, do your research to ensure the restaurant aligns with your preferences. Sam Morgan, head of the Open Restaurant Group, advises against choosing a restaurant that doesn't suit your taste. For instance, don't order lasagna at an Indian restaurant.
Seeking recommendations from friends and family who share your culinary interests can also guide you to the right choice.
Once seated, build a friendly rapport with your waiter. Leslie Ann St John, a former restaurant industry veteran, emphasizes the importance of being nice to your server. They're the ones running back and forth to the kitchen, so a positive relationship can be beneficial if issues arise.
Address Issues in Person, Not Online
It's tempting to avoid an awkward conversation at the restaurant and vent online. However, Sam notes that customers often prefer not to complain directly and may resort to passive-aggressive remarks or silent seething, followed by online rants.
Siba Mtongana, a restaurant owner, warns that this approach doesn't allow the restaurant to address issues promptly. She encourages customers to complain to the manager on the day, as it's the right course of action.
If the issue can't be resolved immediately, focus on salvaging the evening and consider leaving an online review as a last resort.
Be Specific About Your Preferences
When expressing dissatisfaction, be clear about what's wrong and the desired outcome. Leslie shares a personal example: she ordered a salty margarita and politely informed the waiter, specifying her preference for a moderate amount of salt.
Her tip? Be precise about what would resolve the issue, whether it's a replacement dish or a price adjustment.
Maintain Your Poise
It's easy to let emotions get the better of you, but maintaining your composure is crucial. Leslie advises staying calm and informing the server about the situation. If they can't fix it, request to speak to their supervisor.
Restaurant owner Seth Gerber agrees that people often avoid complaining due to the assumption that it won't help. However, he believes that a well-handled complaint can be appreciated and valuable to the restaurant.
Justify Your Complaint
Ensure your complaint is reasonable. Sam recalls a customer who complained about receiving a bus lane ticket on their way to the restaurant, which was clearly an unreasonable expectation.
Remember, a well-handled complaint can lead to positive outcomes and a better dining experience for everyone.
