Why it is IMPORTANT for Customers to Complain

If you happened to read my last post about “When is enough, enough,” then you are already aware that I work at a small restaurant local to my hometown. I am a bar-tender/self-manager (we don’t actually have managers, so the owner trust us to take responsibility when issues arise). I am also an administrator on the Facebook and Yelp account for the restaurant. It is so unbelievably important for local businesses to have social media, not just for promotional reasons, but also so that the business can identify unhappy customers, and have the chance to fix their brand when a mistake has been made.

Today I happened to be scrolling through my Facebook page and came a cross a post from a teller at the credit union a few minutes from the restaurant I work at. The post said…

“Thanks for the salad (name of restaurant), I haven’t even taken a bite. The container isn’t even half full 😡”

Now, I looked at the picture and it appeared that the salad the teller received, indeed was not even close to the normal amount of lettuce our salads usually have. I debated commenting under it but decided that actions speak louder than words. I sent my boss the photo of the salad and all of the comments underneath it that were completely bashing his brand. This way he could see for himself that apparently more people have been unhappily served than just her, but have yet to complain to the business about it. I also knew this girl outside her working at the bank and I informed him that she is not one to complain when it isn’t warranted.

Mind you, I was not working today, and I did not have to take responsibility for this situation. But I love my job, and I love that restaurant, even if it has been facing a tough time due to kitchen employees who don’t have morale. Had I not shown my boss that post, he never would have come across it because the restaurant was not tagged, and it was only on the girls personal page.

Meanwhile, I was already en route to the restaurant because I felt responsible. I made the conscious decision that that girl was getting a new salad whether I was working or not. I felt so embarrassed, not just because she knows that I work there, but I felt embarrassed for the name of the restaurant, and for my boss. These employees get hired and trusted to produce quality food, and when they don’t it reflects on his brand. That is WHY it is so important for customers to complain. This girl has my number and the number to the restaurant; she could’ve called either and notified someone about the mishap, but she didn’t. The only reason the situation was acknowledged was because I saw her post.

And thankfully I did. Billy, the owner, immediately called the restaurant and had them make her a new salad, and had the cook deliver it to her at the credit union, along with a gift card for X amount. After the cook delivered the salad, I went in to make a deposit and she told me that “he seemed scared to give her the salad” and that she “felt bad complaining.” I told her there was no reason to feel bad, it’s their job to make quality food. She was very thankful, and I think surprised she received a service, since she had not called and complained.

The owner should be made aware these things, and have the opportunity to fix a mistake when it’s his brand’s reputation that is on the line. I think that a lot of people are afraid to complain because they don’t want to seem like “that person” who complains all the time. However, what they don’t realize is that by not complaining, they are actually allowing the company to keep making mistakes without realizing them, or fixing them or taking responsibility.

No one is a mind reader, and sometimes people/companies need to be made aware that their making mistakes.

Even though the complaint was not posted on the restaurants Facebook, it was still on the customer’s social media. Without social media, that complaint would’ve never surfaced, and the restaurant could’ve potentially lost several customers; especially considering that the credit union orders lunch from there at least once a month and also holds some of their meetings in the private dining room. The credit union could easily take their business to another restaurant in town.

I also think it was important that the cook, not the chef (because the cook made the salad, and the chef was not there) took the salad to the customer. Sometimes employees in the “back of the house” don’t take pride in their work, and don’t realize that their lack of commitment shows badly on the entire brand, all of the other employees, the chef, and the owner. Him bringing that customer a new salad taught him that he should only be serving food he can be proud of. It also showed the customer that the business is loyal to them. @Yes, it was just a salad, actually a Caesar salad, so basically a container of lettuce, but I highly doubt that cook will be skimpy with the lettuce again. I almost can guarantee that after the owner talked to him, all of the food he cooks will be better quality. Especially if he wants to keep his job.

If you are an employee, know your brand, and represent it with quality. You’re not just representing yourself, but you’re representing that entire brand, all of your co-workers, and your bosses. Always be sure to make a good impression. If you are a customer don’t be afraid to complain in any form, but especially directly, and when a complaint is necessary. You as a customer, are the deciding factor in whether or not that company has a chance to learn from and fix their mistakes.