Seriously.

Deadbeats use complaints as classic projection to cover themselves.

End of story?

Collection agency reported BIF - Balance in full.

I live in the world tourist mecca, where there is a troubling dynamic which makes the job difficult for the service provider in many cases. Culture and integrity are “a-changing” in our fine country (I can’t speak for the entire world, just for the ones from the entire world that visit where I live). If you are in the services business, just because you get a complaint, may not mean your service / product needs attention; it may just indicate your customer is trying to get something for free; or better yet, set the scenario for the letter from their attorney which will follow shortly…”after all, Seaworld, Disney and Charley’s Steakhouse all have deep pockets, so why shouldn’t they underwrite a little of my vacation cost.”

Pardon my cynical views, but my kids, friends and neighbors all work in these industries, and I hear some almost unbelievable stories.

As a professional service provider, coming from the consulting industry and now working as a copywriter, I find that most satisfaction issues can be taken care of in a way where everyone wins. But for the providers of dining, hospitality and the like (and I think this applies to retail also) it seems like much more of a challange, and something they deal with in large volumes, which are possible reasons for many of the less than considerate responses. This can’t be easy to navigate and I try to remember this when I deal with anyone in these fields.

My wife and I aren’t big complainers, and I have previously also been the wimp you mentioned, Bob, but because levels of service ARE slipping in many places while prices rise, I am trying to learn to put forth an objection to bad service when necessary.

I also do not hesitate to compliment good service. Last night in a local Mexican place we asked to move to a different table location after we were already seated, then requested something that was not on the menu (it was actually a combination of two menu items - we have just discovered this place and started to frequent it). All was provided for us with the utmost of care and friendliness. When our server took our cash payment he politely bid us good evening. However, he returned about two minutes later (presumably after he had seen his tip) reminded us of his name, and told us that on our next visit we should be sure and request one of his tables. And I will…

slr

We caught the attention of someone who turned out to be a manager who had been called from one of their other loactions (with other reinforcements) to help deal with the unexpected large turnout.

We told her we were looking at one cold dinner and still waiting for our other. She immediately cleared our table, put in a new order for both of us, brought us more drinks, kept track of when our food was up, brought it to us promptly and then cut our bill in half.

Will we go back? After the way they bent over backwards to correct this bad experience, you bet. But not on kids eat free night.