The chef stood at the customers table looking very uncomfortable. By his side was the interpreter The manager was busy hiding. The interpreter spoke to the surprised diners. Surprised because they had made their complaints directly to the manager whose response was an indifferent what do expect me to do about it shrug of the shoulders. The interpreter said .It is important for the chef to hear your complaints so he can learn from this. He stood silent as we repeated our complaints about slow service, cold vegetables and an undercooked meal returned to the kitchen. We explained that two of us ate the food only because we we so hungry ( only now we rather wished we hadn’t) The other two chose to remain hungry. The chief never spoke he just stood there looking bewildered and downtrodden. We said we had eaten here twice before and enjoyed the experience but were disappointed and dissatisfied with tonight’s. By now we felt sorry for him and anger at the manager for putting him and us in such an awkward situation so we said we would be willing to try agin another night but this was only an attempt to make the chef feel better.The interpreter said there would be no charge for the meal which should have made us feel better but didn’t.
This is not the only occasion recently when I have experienced a manager responding to a complaint by blaming their staff and explaining how hard their job is because they simply can not get the staff !
There is certainly a problem but I think it starts with the management and it’s not restricted to restaurants.
Blair Mcpherson former Director author and blogger www.blairmcpherson.co.uk
