What To Do When You're a Regular

What To Do When You're a Regular posted by Garrick - on Oct. 27, 2009 at 8:15 PM I frequent a certain restaurant for lunch or dinner at least once a week and I get takeout once, sometimes twice a week. I’ve been going there for about eight years now. I know the chef, manager and most of the staff well. They usually offer me and my dining companions a complimentary appetizer or dessert when I dine in. My problem is when something goes “wrong” I find it difficult to complain. This typically happens with takeout…for example, they’ll include mackerel when I specifically request a substitution or they’ll forget a side sauce. Sometimes it happens when I dine in, such as they bring over the main course moments after receiving our first course, which makes me feel rushed. I still love the food and I’m not going to stop going there, but I can’t help but feel guilty complaining. Has anyone else been in this situation before? How would you or did you handle it?

Garrick Hoboken, NJ Member Since: Jan 2009 Total Posts: 10 See Garrick's Profile Find Posts By Garrick Save User as Favorite

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• SLB0715 replied on Oct. 27, 2009 at 8:50 PM Sounds like you're dining at a Japanese restaurant. Don't let a free tuna roll guilt you into keeping your mouth shut. Speak up if something is wrong. You've been dining there long enough and your requests are not demanding.

  SLB0715 New York, NY Member Since: Sep 2009 Total Posts: 5 See SLB0715's Profile Find Posts By SLB0715 Save User as Favorite

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• gutreactions replied on Oct. 28, 2009 at 8:52 AM Your constructive criticism will only serve to improve this spot...

  gutreactions New Rochelle, NY Member Since: Oct 2003 Total Posts: 113 See gutreactions's Profile Find Posts By gutreactions Save User as Favorite

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• WilliamK1135 replied on Oct. 28, 2009 at 6:36 PM I also agree that they will probably be pleased to correct whatever difficulties you are having with the takeout. You surely know that it is not intentional, and it most likely is something they are unaware of. If a regular will not tell them, think of how many occasionals have the problem, do not let them know, and cease doing business with them. Businesses spend a lot of time trying to find out what customers like or do not like. How great it is to have a regular tell them. If they are offended, then you will also discover how much they truly value your business. Bill

  WilliamK1135 San Mateo, CA Member Since: May 1999 Total Posts: 1 See WilliamK1135's Profile Find Posts By WilliamK1135 Save User as Favorite

  Reply to this Post Save Post as Favorite Report This Post Post Reply close You are replying to WilliamK1135's post. Quote WilliamK1135's post in your message. Your Message Spell Check Your Zagat Links To attach ZAGAT links to your message, search for properties below. Attach ZAGAT links to your message (optional) To attach ZAGAT links to your message, search for properties below. Find a Property Name (required) City, State, Country Find You are replying to WilliamK1135's post. Quote WilliamK1135's post in your message. Your Message Spell Check I also agree that they will probably be pleased to correct whatever difficulties you are having with the takeout. You surely know that it is not intentional, and it most likely is something they are unaware of. If a regular will not tell them, think of how many occasionals have the problem, do not let them know, and cease doing business with them. Businesses spend a lot of time trying to find out what customers like or do not like. How great it is to have a regular tell them. If they are offended, then you will also discover how much they truly value your business. Bill Your Zagat Links To attach ZAGAT links to your message, search for properties below. Attach ZAGAT links to your message (optional) To attach ZAGAT links to your message, search for properties below. Find a Property Name (required) City, State, Country Find Cancel Post

• HenryP2306 replied on Oct. 29, 2009 at 8:51 AM As a restaurateur I recruit regulars to be "critical friends". The best time to do this is when someone I recognize as a regular tells me how great everything was. That is the best moment to invite them to tell us the truth about the experience we provide if another time it isn't so great, and make them secure in the knowledge that they won't lose our friendship if they are honest with us. I think this recruiting effort is important. In our culture it feels rude and perhaps risky to criticize without being invited to do so. You can take the bull by the horns: The next time you have a great time there, tell them. And say to that chef or manager, "Listen, when things aren't as perfect as tonight, do I have your permission to tell you?" Gaining this contract will pave the way.

  HenryP2306 Lexington, MA Member Since: Jan 2008 Total Posts: 1 See HenryP2306's Profile Find Posts By HenryP2306 Save User as Favorite

  Reply to this Post Save Post as Favorite Report This Post Post Reply close You are replying to HenryP2306's post. Quote HenryP2306's post in your message. Your Message Spell Check Your Zagat Links To attach ZAGAT links to your message, search for properties below. Attach ZAGAT links to your message (optional) To attach ZAGAT links to your message, search for properties below. Find a Property Name (required) City, State, Country Find You are replying to HenryP2306's post. Quote HenryP2306's post in your message. Your Message Spell Check As a restaurateur I recruit regulars to be "critical friends". The best time to do this is when someone I recognize as a regular tells me how great everything was. That is the best moment to invite them to tell us the truth about the experience we provide if another time it isn't so great, and make them secure in the knowledge that they won't lose our friendship if they are honest with us. I think this recruiting effort is important. In our culture it feels rude and perhaps risky to criticize without being invited to do so. You can take the bull by the horns: The next time you have a great time there, tell them. And say to that chef or manager, "Listen, when things aren't as perfect as tonight, do I have your permission to tell you?" Gaining this contract will pave the way. Your Zagat Links To attach ZAGAT links to your message, search for properties below. Attach ZAGAT links to your message (optional) To attach ZAGAT links to your message, search for properties below. Find a Property Name (required) City, State, Country Find Cancel Post

• shawns5596 replied on Nov. 2, 2009 at 5:00 PM i always check my take-out orders before i leave the premises or before i pay a delivery man. i figure it's my tough luck after that. i.e., give them a chance to correct it. also, if the main course arrives too soon, don't hesitate to send it back w/ a simple "i'm sorry, we're not ready for that yet".a chef won't stand for that too many times, and if you're a regular, the servers will come to respect this. just be polite and act like it's your fault as much as theirs. eat, drink, and be merry...

  shawns5596 New Orleans, LA Member Since: Aug 2007 Total Posts: 20 See shawns5596's Profile Find Posts By shawns5596 Save User as Favorite

  Reply to this Post Save Post as Favorite Report This Post Post Reply close You are replying to shawns5596's post. Quote shawns5596's post in your message. Your Message Spell Check Your Zagat Links To attach ZAGAT links to your message, search for properties below. Attach ZAGAT links to your message (optional) To attach ZAGAT links to your message, search for properties below. Find a Property Name (required) City, State, Country Find You are replying to shawns5596's post. Quote shawns5596's post in your message. Your Message Spell Check i always check my take-out orders before i leave the premises or before i pay a delivery man. i figure it's my tough luck after that. i.e., give them a chance to correct it. also, if the main course arrives too soon, don't hesitate to send it back w/ a simple "i'm sorry, we're not ready for that yet".a chef won't stand for that too many times, and if you're a regular, the servers will come to respect this. just be polite and act like it's your fault as much as theirs. Your Zagat Links To attach ZAGAT links to your message, search for properties below. Attach ZAGAT links to your message (optional) To attach ZAGAT links to your message, search for properties below. Find a Property Name (required) City, State, Country Find Cancel Post

• id1105514 replied on Nov. 5, 2009 at 11:49 AM I agree with HenryP for the first part of his comment, where I, also as a restaurateur, appreciate good criticism, it only helps to improve us and give better service and quality to our clients. However, where I disagree with HenryP, is that we, as North Americans, NEVER find it too risky to criticize; this is what we do. We eat and then complain to the restaurant managers, some of us to get a free meal, and/or we send letters to complain later to get a free room at the hotel or a free meal at the restaurant. Sorry, but it is a reality about North Americans in general.

  id1105514 Montreal, Member Since: Nov 2003 Total Posts: 11 See id1105514's Profile Find Posts By id1105514 Save User as Favorite

  Reply to this Post Save Post as Favorite Report This Post Post Reply close You are replying to id1105514's post. Quote id1105514's post in your message. Your Message Spell Check Your Zagat Links To attach ZAGAT links to your message, search for properties below. Attach ZAGAT links to your message (optional) To attach ZAGAT links to your message, search for properties below. Find a Property Name (required) City, State, Country Find You are replying to id1105514's post. Quote id1105514's post in your message. Your Message Spell Check I agree with HenryP for the first part of his comment, where I, also as a restaurateur, appreciate good criticism, it only helps to improve us and give better service and quality to our clients. However, where I disagree with HenryP, is that we, as North Americans, NEVER find it too risky to criticize; this is what we do. We eat and then complain to the restaurant managers, some of us to get a free meal, and/or we send letters to complain later to get a free room at the hotel or a free meal at the restaurant. Sorry, but it is a reality about North Americans in general. Your Zagat Links To attach ZAGAT links to your message, search for properties below. Attach ZAGAT links to your message (optional) To attach ZAGAT links to your message, search for properties below. Find a Property Name (required) City, State, Country Find Cancel Post