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| Constructive criticism and complaints can help companies grow. Business experts agree that finding out about employees with poor behavior can save a business money, and customers, in the long run. After all, poor behavior cannot be corrected if the management staff is unaware of the behavior. – “The managers I have talked to are generally responsive to customers' complaints, and tend to deal fairly with the employee who has been criticized. I talked to the headwaiter at a good restaurant, who said that the waiters and waitresses were allowed three minor infractions before dismissal.” |
Complaining isn't always bad manners…
Is it necessary to put up with bad service in the name of politeness?
I say, "No."
Take the case of the two young women who had just finished a large lunch at a nationally franchised restaurant. They decided that they'd each like to have a hot fudge sundae, so they called the waitress over.
"We'd each like a hot fudge sundae," said Girl One.
The waitress looked perplexed. "Your checks are both full. I don't have any room to write down the sundaes."
"Why don't you put both of our sundaes on a new check?" asked Girl Two.
"I can't, because the rules say that two people's orders can't be on one check," replied the waitress.
Girl One: "Why don't you give us each a second check?"
Waitress: "The rules say each customer can only have one check."
Silence. Then Girl Two said, "You mean we can't have any hot fudge sundaes?"
"I guess not," said the waitress.
I watched this Alice in Wonderland dialogue, and was surprised when the girls decided to deal with the waitress' incompetence by not leaving a tip. Instead of leaving without their sundaes, they should have discreetly explained the situation to the manager.
Then there was the case of the woman who called the coat department of a store to ask about a specific coat. She got a clerk on the phone, who immediately said, "Hold on a minute, I've got a customer." After 10 minutes the woman on the phone got the idea the clerk wasn't coming back, so she decided to go downtown to look at the coat in person.
When she got in the store she recognized that she was talking to the same clerk who had held her on the phone.
"I'd like to ask about that raincoat," said the woman. Just then the phone rang and the clerk said, "Just a minute, I've got to answer the phone." You guessed it. She didn't come back. After 10 minutes the disgruntled customer left the store without any information. That was a mistake.
It's unfortunate to have to make complaints, but it's not bad manners. When you pay for services, you deserve to get them. It's important, however, that you don't lower yourself by indulging in sarcasm, yelling or name calling when making a complaint to the offender or his or her boss.
In some cases going over someone's head to complain to the boss is the only fair thing to do. If you want to discuss poor merchandise, it makes more sense to talk to the buyer or customer service. In a restaurant, ask for the owner or manager.
The managers I have talked to are generally responsive to customers' complaints, and tend to deal fairly with the employee who has been criticized. I talked to the headwaiter at a good restaurant, who said that the waiters and waitresses were allowed three minor infractions before dismissal. He gave throwing matches at a customer or being short as examples of prohibited behavior.
The letter is another way to register a complaint. You could write to the owner or manager of a business, outlining as rationally as possible the problem you've had. A letter is also a great way to compliment a clerk, waiter or waitress for special consideration.
In some department stores employees who receive letters of praise are rewarded with money, or by having their picture in a company paper.
Go out of your way to complain about bad service. And go even further to praise good service.– By Maureen Elena Reardon, 1974
🍽️Etiquette Enthusiast, Maura J. Graber, is the Site Editor for the Etiquipedia© Etiquette Encyclopedia
