Serve It Hot: The Art of Complaining in Restaurants Instead of Online

Dining out can sometimes lead to disappointing experiences, from cold food to slow service. Yet, how we handle these situations can greatly impact our meal and the restaurant’s ability to respond. Instead of venting online after the fact, hospitality professionals recommend a proactive approach to complaints.

Research before you dine: Sam Morgan, of Open Restaurant Group, suggests choosing restaurants that fit your tastes. Avoiding places that clearly don’t cater to your preferences is essential: “I don’t go to an Indian restaurant and ask them why they’re not serving me a lasagna.” Seeking recommendations from friends can alleviate potential dining disasters.

Build rapport with your waiter: Leslie Ann St John emphasizes being friendly to the server since they will be crucial in addressing any issues. This amiable approach can make them more inclined to assist you if a problem arises. However, if something does go wrong, addressing it immediately is key. According to Siba Mtongana, waiting until you get home to complain means the restaurant cannot resolve the issue. She strongly advocates for complaining on the day to give management a chance to fix problems and maintain customer satisfaction.

Be clear and specific: If you need to complain, communicate exactly what’s wrong and what you expect as a resolution. St John shares a personal anecdote about a salty margarita, where simply asking for a replacement resulted in quick action from the staff. Defining your desired outcome makes it easier for the restaurant to respond effectively.

Keep your cool: Even when frustrated, it’s vital to be composed. Address the situation calmly with your server, and if necessary, request to see a supervisor for further resolution. Seth Gerber, a Boston restaurant owner, notes that people often don’t voice their complaints, assuming management won’t care. However, a well-expressed complaint can be a value-added opportunity for restaurants to improve their service.

Finally, ensure your complaint is justified. Morgan highlights the absurdity of one customer’s expectation for the restaurant to know their travel route and warn them about driving in a bus lane. Understanding the nature of hospitality helps foster positive interactions and better outcomes for all parties involved.