Start Complaining

People complain every day.

We whine and cry about traffic, the weather, how we slept, our pets, the food we ate, our car, cell phone service, Sam's Club (only because there is always a line), our co workers and most importantly: restaurants.

Restaurant complaints are important and valid simply because the customer is always right (usually, sometimes, it depends).

Typically when guests complain, no one cares. In a world of poor service, most restaurants figure - if you don't come back , who cares someone else will.

About a month ago I wrote about What Every Server Should Know in this post I talked about my recent experience at First Watch and our poor service and incorrect food. I was so irritated about how we were treated and the lack of care and concern from the employees that I sent an email to comments@firstwatch.com

In my email I wrote about my experience, how we were frequent guests and I also provided a link to my blog.

I got an email back the next day from the Vice President of Branding. I didn't expect a response at all. To say the least, I was extremely impressed that a VP took the time to write me a personal email back when he easily could have had one of his drones do it.

I didn't want any coupons or certificates I just simply wanted to bring the issue to their attention and hope that it would be fixed. He assured me he would personally look into it and that my email was being sent to the regional manager.

I think it worked.

I have been in First Watch a number of times since I wrote the post and sent the email. On my first visit back, a different server knew about our previously bad experience and comped our meal to make up for it.

Today I was at First Watch again and our sausage was undercooked. They fixed the issue and then comped the meal for the cooking error. It has occurred to me, since I dine their so frequently that it's possible they are only taking care of this because I am an angry little man. I hope that this isn't true though, I would prefer that First Watch is now aware that taking care of all guests when there is an issue or concern is more important than anything else.

Although the free food is nice, it's even more valuable that they listened, followed up and resolved the issue.

What's the lesson here? Complain - you may get a free meal out of it and you might change the world at the same time.