My family hates going to restaurants with me. Actually,
it's not that they hate it. They've gotten pretty used to
it. They just don't see things my way.
You see, I expect service when I'm dining out.
I think fifteen minutes sitting at your table before
you're even acknowledged by any of the wait staff is
unreasonable. So I make sure to let the manager know
about it.
Such was our experience at Perkins tonight. Of course,
I've come to expect this from Perkins, so I don't make as
big a fuss about it there as at some other places. But, I
did mention it when I paid the bill. In addition to an
apology, they took the beverages off the bill.
So this installment of Traveling with Craig
is entitled "Getting Great Service or Getting a
Refund."
Remember that part of what you're paying for at a
restaurant or hotel is the service. Sure, the food is a
big part of their cost, but labor is bigger. You don't
think orange juice costs $2.50 a glass because it's better
than what you buy in the store, do you? No, you're paying
the rent and you're paying the staff.
So if you don't like the service, mention it. Nine
times out of ten, you'll get all or a portion of your
bill refunded. But there are some important rules to
follow.
Guidelines
- There's no need to be rude. Make a note
of the problem as soon as it happens. Keep your
voice down. Don't make demands. Just make sure
you let them know what you expect and how they
messed up.
- Don't neglect to speak up. When the
manager asks "How was your meal?" or at
a hotel, "How was your stay?" make sure
you tell them. Be kind but be accurate.
- Let your expectations change with the nature
of the establishment. You can't expect
four-star service at Denny's. But you can expect
to be seated and served in a timely fashion. (You
can also expect not to be argued with. One
Denny's waitress started an argument over whether
I said "French" or "Ranch"
dressing. I hate Ranch; so of course I said
French. But she brought Ranch. The right response
is "I'm sorry, sir" not "You said
Ranch!!")
- Local phone calls should always be free.
There is absolutely no reason for hotels to
charge you for local calls. They are not billed
anything for these calls. They're included in the
basic rate the hotel pays. The only reason they
charge you $1 per call is to steal your money.
The only reason not to ask for a refund is if you
have something bigger to ask for.
- Corollary to 4: You should never have to pay for
an incoming fax.
- Expect peace and quiet. I've stayed at
several hotels that have sponsored live music in
public areas of the hotel which were right in
front of my door. This is reasonable up to nine
or ten PM. After that, the night is free in my
opinion.
- Expect cleanliness. I checked into a
four-star hotel where they hadn't cleaned the
bathroom after the last guest. Then it took over
two hours to get someone to my room. This,
combined with the complaint about $1 for local
calls got me a refund of almost $300 from my
bill. (Opryland Hotel, Nashville, Tennessee. Next
to Pat Robertson's Founder's Inn in Virginia
Beach, the worst hotel I've ever stayed in.)
- Expect access to all the hotel's facilities.
I've stayed in hotels where they rent their pool
out for swimming lessons. Guests are denied
access to the pool during that time (Founder's
Inn). Free night.
- Hold them to their own promises. If the
hostess says "Fifteen minute wait" give
them twenty but then mention it when you pay the
bill. If room service says they'll have the food
there in 30 minutes, give them 40 but then refuse
to sign for the bill when it comes. Ask them to
send the manager up to collect. The manager would
rather call and give you the meal free than show
up and take more abuse (you won't be the only compainer). (One manager sent me a fruit basket
as his way of apologizing. It was full of bugs
and some of the fruit was rotten. I called to say
"Thanks, but can you send an
exterminator!" Free fruit basket, free meal,
free night's stay.)
I get free drinks almost every time I mention a
problem. I average about one free night per week I
travel. More if I'm with my family (we make greater
demands on the facilities). But I'm always polite, I
don't take it out on the poor waitress/desk clerk.
They're just doing their job. I don't get emotional, I
just expect a place of business to give me what I'm
paying for.
My wife has gotten used to this. I always tell her,
"I'm the best friend the manager has!"
Yeah, right.