Zagat Survey Discussions

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?

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.

Your constructive criticism will only serve to improve this spot...

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

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.

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...

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.