Customer service gone bad?

Devastated I missed this news.

Fast food restaurant has complaining customer.

Wow - we're doomed I tell ya.
 
simon ess said:
Devastated I missed this news.

Fast food restaurant has complaining customer.

Wow - we're doomed I tell ya.
Click to expand...

Whoa hang on...F&B's. ....fast?
 
Firstly it is in the DM so has, most likely, been sensationalised and is a limited perspective so we don't know what really went on.

"The chef acted outside company policy"

Policies and procedures are there to protect the employees and the company.

He didn't follow these.

Reading the Article it sounds as though she is being reasonable (albeit demanding) and the chef got the hump on that one occasion, has seen 'red' and reacted inappropriately.

End of.
 
ST4 said:
You know. I went to a restaurant a few years back. It was crap. I told a few folk. Guess what, it's solvent and fine.

People are so arrogant that they think their business matters and can make/ break a place. Trust me, it matters not that much. It's the bigger picture that does. One moron you can do without but it's when the trends are for decline or growth is what matters.

If I said I bought some nasty cookies in tesco and had to queue for she's to everyone I know, do you really think it actually matters. No. It doesn't, they'll be fine.
Click to expand...

Well, I can only say that it's a good thing that these businesses have a better grasp on what customer service is about than you do. Customer feedback is very high on the agenda of retail & leisure businesses and for good reason.
 
Buck said:
Firstly it is in the DM so has, most likely, been sensationalised and is a limited perspective so we don't know what really went on.

"The chef acted outside company policy"

Policies and procedures are there to protect the employees and the company.

He didn't follow these.

Reading the Article it sounds as though she is being reasonable (albeit demanding) and the chef got the hump on that one occasion, has seen 'red' and reacted inappropriately.

End of.
Click to expand...

Probably sums it up pretty well I reckon.
 
As an ex chef I am surprised the chef waited so long.
 
  • Like
Reactions: ST4
MWHCVT said:
Until you've worked in that industry then you know the truth that the customer is actually rarely right
Click to expand...

Exactly. I haven't personally worked in the food industry but worked at many places which have restaurants on site. Heard plenty stories from the kitchen about fussy people and even some just going out of their way to complain about nothing to try and get the meal for free. Some of them were soon told politely to F off lol.
 
  • Like
Reactions: ST4
fabs said:
Well, I can only say that it's a good thing that these businesses have a better grasp on what customer service is about than you do. Customer feedback is very high on the agenda of retail & leisure businesses and for good reason.
Click to expand...

I think I have a strong grasp. Here you bend over backwards to the detriment of your own business and staff to please some awakward nut job who's demonstrated the level of awkwardness time and time again.

If, however, lots of other meals were being sent back I might say chefs not upto the job but when it's just one repeat complainant and lots of other happy customers I'd not lose too much sleep.

Being able to separate the wheat from the chaff and truly understand what customers matter , which ones don't, which complaints are genuine, which aren't is the bigger skill ;)
 
joxby said:
Next you'll be saying the hundred quid fine a hotel dishes out to customers who write negative reviews about their stay, whether justified or not, is ok.
Click to expand...

It's obviously not o.k. as a hotel doesn't have the authority to issue fines.


Steve.
 
ST4 said:
I think I have a strong grasp. Here you bend over backwards to the detriment of your own business and staff to please some awakward nut job who's demonstrated the level of awkwardness time and time again.

If, however, lots of other meals were being sent back I might say chefs not upto the job but when it's just one repeat complainant and lots of other happy customers I'd not lose too much sleep.

Being able to separate the wheat from the chaff and truly understand what customers matter , which ones don't, which complaints are genuine, which aren't is the bigger skill ;)
Click to expand...

No, the real skill is being able to deal with awkward customers without having to resort to barring them (or the use of meat cleavers). I've spent many years in customer facing roles and dealt with many awkward customers, never had to bar a single one.
 
fabs said:
No, the real skill is being able to deal with awkward customers without having to resort to barring them (or the use of meat cleavers). I've spent many years in customer facing roles and dealt with many awkward customers, never had to bar a single one.
Click to expand...

So have I, and I can recognise "more trouble than it's worth" a mile off.

So long as your satisfying the massive majority of folk the occasional odd ball dropping off will be fine. Some complaints are fine and justified and are an opportunity for improvement. Others, are well not. The question should be asked to her "can you please explain why you are coming here when 90% of the time we don't meet your standards". Clearly F&Bs meet the standards of countless others. It's a successful franchise. It'll meet 99% of other people's standards 99% of the time, or thereabout. Complaints data should be analysed but unless there's a trend for dissatisfaction or an increase in dissatisfaction no action should be taken and I'd personally bar her from every F&Bs in the land and get court orders to ensure she complies.

And yes, at a bank I worked at we more or less just did just that. Took us far too long mind you. Last time I looked they are coping without Mr S and his 60 bank accounts and £1 transfers between accounts and all the facetious complaints that came with that twonk.
 
Last edited:
ST4 said:
So have I, and I can recognise "more trouble than it's worth" a mile off.

So long as your satisfying the massive majority of folk the occasional odd ball dropping off will be fine. Some complaints are fine and justified and are an opportunity for improvement. Others, are well not. The question should be asked to her "can you please explain why you are coming here when 90% of the time we don't meet your standards". Clearly F&Bs meet the standards of countless others. It's a successful franchise. It'll meet 99% of other people's standards 99% of the time, or thereabout. Complaints data should be analysed but unless there's a trend for dissatisfaction or an increase in dissatisfaction no action should be taken and I'd personally bar her from every F&Bs in the land and get court orders to ensure she complies.

And yes, at a bank I worked at we more or less just did just that. Took us far too long mind you. Last time I looked they are coping without Mr S and his 60 bank accounts and £1 transfers between accounts and all the facetious complaints that came with that twonk.
Click to expand...

Based on an article in the Daily Mail?

Ah well, I suppose it's a god thing that some of us are able to deal with problems. without taking the easy way out and just binning people.
 
fabs said:
Based on an article in the Daily Mail?

Ah well, I suppose it's a god thing that some of us are able to deal with problems. without taking the easy way out and just binning people.
Click to expand...

It certainly is... though I must admit in certain cases it IS tempting.
 
Its not about binning people, there comes a time and point where you just cannot accomodate someone. Clearly you don't measure up to their expectations, but countless others, and if that 1 person out of countless others is a problem the chances are its them and not you. Cut loose.
 
What kind of idiot repeatedly eats in a restaurant where she sends back "sub standard" food? At the very least she's gonna get chef's special sauce in her next burger.
 
JonathanRyan said:
What kind of idiot repeatedly eats in a restaurant where she sends back "sub standard" food? At the very least she's gonna get chef's special sauce in her next burger.
Click to expand...
Sounds like the amount of times she sends it back the chefs special sauce would be a pop of hot air.
 
Insanity: doing the same thing over and over again and expecting different results.

Clearly this woman has "issues".
 
You must log in or register to reply here.
Back
Top