My Olive Garden experience...aka WWJD (What Would Jeeber Do?)
 

Last night we went to the local Olive Garden, around 4:30. Both my wife and I feeling lazy, didn't want to cook, and planned on heading to 6:00 Saturday night Mass.

So, we get to OG, pretty packed, wait our 20 mins, and get seated.

The table behind us (me, wife, 3 year old daughter, 1 year old son) was a middle aged couple, probably early to mid 50's.

The guy is bitching up a storm. From his ramblings we learned this much-
-Wife's meal came cold.
-They were at OG, because that's where his wife wanted to go. He had no desire to go, but deferred to her decision.
-The area around his table was "too busy"

So, the waitress, who happened to be our waitress as well, was pleasant, and got the manager. Once the manager arrives, the guy goes into the same blah blah blah, this time including his insight on how the manager runs his restaurant.

I thought the manager handled it really well in the beginning. He said he's not going to apologize for his restaurant "being what it is"-- that is, family friendly, quick service, good value, etc. The guy repeated the area around their table being "busy" and criticized the manager for tables being turned around so quickly (which, I'd think, is just good business!).

Again the manager said that's how the operation runs, that they are not in the business of selling $100 meals.

I get the guy's complaint about his wife's meal being cold...meanwhile, I could see he sure woofed his down really quick.

What got me was the manager relented, and comped their entire meal. I know in the whole scheme of things, their $30-40 meal wasn't going to break the place, but why placate a guy who obviously is never coming back again? He wants to go to a 7 course, valet-parked, $100-meal restaurant, so let him go. And I imagine his circle of friends are the same type, so his word of mouth advertising also wasn't going to hurt the business.

We love OG-- the kids will mow through some breadsticks, and what kid doesn't like pasta? We are at the local one fairly often, and honestly this is the first time I remember seeing someone that visibly upset.

So, just curious....WWJD??

(PS-- never ending pasta is a beautiful thing)

Management is trained to pretty much give guests anything they want. Our regional directors mantra is, "Find a way to say yes to the guest." It can be VERY frustrating, but that's what they're told to do.

I have a friend that was in restaurant management at several restaurant chains for about a decade.

My impression was that if you really wanted a free meal every time you go out, you can get it. This is just kind of how it goes - if you make a big stink, you're getting a free meal. Even when it's obvious someone is doing it on purpose, you just kind of have to. I'm not sure the reasons, but I'm guessing the fact that they may pull this same song and dance to their district, regional, corporate, whatever manager and convince them probably plays a role.

Dola: Jeebs beat me to it with a lot less words ;).

Oh, and I'm glad that your meal was enjoyable. Which sauce did you like the best?

Having been in upper level managment for Carlson Restaurants I can tell you that it is far eaiser to comp his meal and have it done with.

If someone decides to call the corporate office and complain not only will the manager get shit but the head office knows, the managers boss, his boss, etc... Shit rolls downhill.

Plus the end result would probably be the corporate office sending out complimentry gift cards, etc... They do this to get the person back into the restaurant for a "second chance"

It's eaiser to just comp it and be done.

Yeah I worked at a small local restaurant, not a chain and I remembered being so aggravated sometime because regardless of how lame or assholish a customer would be, the owner would comp everything. It's just the way it's done.

I suppose even if they're not coming back, the word that they spread is going to be a lot better if the meal ends in being free. It's hard to bitch too much about that, and hey..people love free food.

I hated the food business though. We were a place catering to a "higher-class" crowd and it just got terribly grating after a while. A person can only take so much condescension.

Skip Olive Garden and go to Carraba's if you have one.

One of the co-founders of Carrabba's, Damian Mandola, just opened an Italian trattoria a couple of miles from my house at the winery/vineyard he is starting. Went there a couple of weeks ago, and it was awesome. So little ole' Driftwood now has two great places to eat, the Salt Lick and Trattoria Lisina. That's one great restaurant for every 200 residents. :)

My understanding is that you can get comped once, but then you may have service refused to you in the future if you're a known trouble maker. Of course it may be different at large chain restaurants.

not true unfortunantly.

i have personaly witnessed people who come in on a regular basis and complain and get their food comped every time.

at least have the courtesy to refer to me by name!

LOL

Yup. And asshats like this guy know it too. I worked in restaurants at one time and you can spot the people looking for a comp of some sort a mile away, but the ones who have a plan for a comped meal are really something.

Wouldn't you be careful about wanting another meal (the wife's cold food) after bitching to the manager? It's not as if kitchen staff are known to, say, do something to bad customers.

SI

In all of my years I have never once seen a cook tamper with someones food.

Very true. That myth is WAY overblown.

I have. A few times,the waiter and the cooks.

I'm going to disagree with a lot of you I guess. I'm paying money....good money for the idea that my meal will be fresh, delievered in a reasonable amount of time, and that my waiter/waitress will be polite and attentive to refills, whether the food is good, and other items. I tip 20% everytime unless something happens with the waiter/waitress and then it usually goes to 15%. When it comes to the food/meal though, if something comes out cold, under or over cooked, etc. or something else within reason, I should be compensated as this is not what I was spending my money for.

A free meal? Not every time but free dessert should be fairly standards. Keeps the customer happy and is of minimal cost. A free meal should be an option though in some cases. Surely it's their right to not do anything and I will not raise a big fuss like this guy seemed to have done. Certainly though, I choose not to give them my business in the future.

Comes down to future customer and revenue versus one meal/dessert.

The reason this guy is at OG and not a $100 meal with valet is he probably never goes to establishments like that. People like this are total asshats, but completly unavoidable at establishments in this price range. Nothing will ever satisfy a group like this except free food. If I were a restaurant I would do everything in my power to make it right, but I would never give away anything for free except in dire circumstances. This wasn't one.

Saltina is a notorious grifter

You had me at "went to the local Olive Garden". You could have stayed home instead and nuked a can of Spaghetti-O's. :)

Tell us how you really feel, Bucc ;)

SI

He complained about cold food, but the wife ate the food?

Sounds to me like he was out to get a free meal from the begining and was looking for things to nitpick in order to magnify his dissatisfaction. This guy was putting on a show in hopes of getting the manager to do exactly what he ended up doing.

Fuck that regional director mantra. If a customer gives me a hard time for something that is clearly not my fault, I responded with a firm, uncaring "Yes, Sire/Ma'am", and then if they press the issue, I make sure to let them know how unreasonable they're being, and that they should accept my invitation never to return.

Screw that...I'm not working for some fledgling start-up that needs to deal with asshole customers, and neither are the people at the Olive Garden.

Sounds like someone has a case of the Mondays

And needs flair?

SI

well then you'll never be employed in restaurant managment.

dola- not very long anyway. The second you invite a customer to accept your invitation not to return you can kiss your ass goodbye.

The thing that always bugs me about the Olive Garden is that their salad plates are always freezing cold for some reason.

I guess not..luckily, that's never been a dream of mine. I just don't have to patience or the ability to force a fake smile as someone projects all their personal problems on to me. It's hard, and I commend anyone who is able to do it gracefully.

I don't think you're understanding people in this thread fwiw.

There's a difference between a legit problem and throwing a fit to intentionally get free food. The biggest sign, imo, is when they eat the food and THEN complain. If it's really a problem (as I've had before) youd on't eat it and get a replacement and complain at that point.

They beg to differ. Probably NSFW:

It's because we keep them in a freezer. Keeps the salad on your plate cold and fresh. Or do you like warm, wilty lettuce?

he just wants something to complain about so its free

When you have salad at home, do you put it on a plate that came out of the freezer?

My freezer is too small and too crowded for any plates, dammit... :(

Yeah I'd prefer a room-temperature plate for my salad.

Whiny bitches

:p

I want my soup in a bowl that just came out of the oven. I want toasty soup. Then, I want my pasta on a dish that was simultaneously in the freezer AND the oven, so that they can fight it out for my amusement. I'm the customer...make it happen bitches!

Hmm, not sure a single thing you have said here works against anything said before it.

I was getting the idea people were saying you shouldn't complain about anything to get something done.

I didn't see that at all.

If someone isn't happy with something, I'll be more than happy to let the manager know and it'll get taken off, or remade, or both. But don't get huffy and start demanding the entire meal for free, and don't eat almost the whole thing and then say you didn't like it...

Pet peeve of the day:

People who loudly mock places like OG in order to sound intellectually superior and more socially refined.

Suggestion - Shut the fuck up, and let us peasants eat our Tour of Italys in peace.

*cough*Buc*cough*

I agree. Sometimes, shit just tastes good.

I had Spaghetti-O's for lunch yesterday.

Bucc mocks anything that has to do with me... ;)

I know. I do the same thing to him. :)

How long is lettuce on your plate for? Half an hour, tops? It's not like the only choices are out of the freezer or a hotplate -- just a basic, normal plate will do nicely. I can't imagine that will make the lettuce "warm" and "wilty" -- millions of people do it that way at home, and I haven't seen any evidence of the lettuce revolution yet. Do you honestly notice any difference when you eat salad at home, because of the plate?

The new alfredo was pretty good...forgetting the exact name, smoke mozzarella?

You're looking at this from the wrong angle. You're assuming that they put the plate in the freezer so that you can have an ice-cold plate. But restaurants are essentially assembly lines, and can't leave things to chance, so the reason why they put the plates in the freezer is so that no one grabs a plate straight from the dishwasher (i.e. hot) to serve salad on.

What he said. Plus, I personally like the cold plate. I'd consider doing it at home if I ate salad at home very much.

I'm calling bullshit. For one, Jeeber already said they put the plate in the freezer so you can have an ice-cold plate. Two, I haven't been to the OG in awhile, but I don't recall ever getting any other food on a steaming-hot-out-of-the-dishwasher plate. That leads one to believe there is some sort of middle ground where these plates go to settle to room temperature.

I should clarify. I'm not saying that OG does this, for this reason. I can't say that as I've never worked for OG. However, I do know other restaurants do things like this, for specifically this reason.

I'm in the Buccaneer group here. I think OG is utterly disgusting. It's not a (completely) snobbery thing, I like Carabas just fine. I disliked OG long before I became a city non-chain food snob. :)

I know for a fact thats how the restaurant was that I worked at. The dish area was right next to the cooks, and when the dishes came out of the dishwasher they stacked them on a table in between the dishwasher and the cooks. There were many a times, a night, that the second a plate got put on the top of the stack it was grabbed right away.

I'm just ticked that a few years ago they had the Ravioli Olivetta dish for a few months, and never ever brought it back. That remains my favorite Olive Garden dish, and I miss it terribly.

Must have been a new dish they were testing in your market...as long as I've been at OG I've never even heard of it. What was it, exactly?

Hey, Pass, yesterday I had two, yes TWO separate guests talk about how awesome the cold plates are, and one of them even said that she needs to start refrigerating her plates at home. So there! :p

And in regards to why the plates are put in the freezer...it's so that we can serve guests cold plates with their salad. The dishwashers have the huge racks that they stack the salad plates in after they wash them, and then they lug them to the walk-in freezer to cool them down really fast. They're brought up and put into the alley plate chiller when that chiller gets low. At peak volume we sometimes don't get plates chilled fast enough, and we sometimes have to serve non-chilled plates. And I've had more complaints about getting a warm plate than about the chilled plates, believe me...

I've done a lot of dining and moderately-priced chain restaraunts over the years, and I've never seen one thing that compelled me to actually complain. It's weird to me that complaining is such a natural reaction for some people, where for me, it would be like pulling teeth. I've probably had cold food, slow waitresses, watered down drinks, but I always just figured the small chance of stuff like that comes with the territory.

I also think the fact that I never show an attitude means that I get a good attitude from staff 99.5% of the time. Though I wish a restaraunt would send the occasional comp towards the happy, pleasant customer (rather than the guy who obviously isn't coming back in the original post). I would definitely remember it.

Eh, maybe it's just because I've gotten too used to getting dishes that come right out of the dishwasher at home. :p

We recently got a new GM and she's told us that if we've really liked a table and want to buy them a dessert or something, to let her know and she would do it for us. I haven't given it a try yet, so I don't know if it's something that she'll stand behind, it's a nice idea and hopefully one that takes off.

I've had managers (particularly at restaurants we frequent) who will volunteer dessert/appetizer when the kitchen is slow without us complaining one bit..

It's rare, but it has happened...

I was eating at Johnny Carino's, an Italian chain that's been booming around here lately, and which I like a lot, they really have great food. I thought it was funny to see one of their mottos on a sign was "Not Garden variety Italian." Heh, no subtlety there.

I need to apply at OG.

Hmmmm...huge racks...hot, soapy water...and then shoved into an ice cold freezer...I think you are on to something Schmidty

Just got home from OG and a Tour of Italy with a second lasagna subbed for the alfredo. Somewhere between that & the lemon cream cake for dessert I think I may have injured myself.

But whatta way to go.

I agree with this.

Sounds like a bad manager to me. You wouldn't or shouldn't Comp all their meals if everyone else completely ate and enjoyed their meals. Maybe, comp the bad meal and offer free desserts all around, but you wouldn't pick up their entire check.

Also, did they ever let someone know about the bad meal before the check came? Was Olive Garden ever given a chance to fix the problem?

How'd you stay away from the Fonduta? :)

Who the hell in Marketing thought that Fonduta was a good way to go?

Totally escaped me, never even heard of fonduta until you mentioned it (had to Google it) & I had zero recall of it being mentioned on the menu until I went & looked at their website just now & saw a picture that looked familiar. That's probably a case of pretty much knowing what I wanted for dinner & spending significant time staring at the dessert menu ;)

I must be similar to molson, I hate to be a complainer, but usually if the restaurant had done anything too screwy I end up with free stuff without asking. I've also had a free desert or a waiter tell me of a special to get the same thing I asked for but save a few bucks, usually I just add double what I save to the tip.

The only problem is most restaurants I never go back, or go back some time way later. However, at the Chinese places I frequent I get whatever I want (usually those are small family operations anyway so its usually the same people every time you go in). I think on average it pays to be polite, I'd make a terrible restaurant manager for anyone trying to get a free comp on purpose.

Around the second week I ever started serving, this family of 8 came in and started complaining about everything... I only have two hands and at most can carry five meals at a time, and with everyone busy I had to make two trips to bring out all 8 meals. Of course, this was a huge problem as I should have known that people like to eat at the same time, because the 30 second difference was just too ridiculous. Also, one of the members' garlic bread was too burnt. Of course when I brought out a new piece he didn't even want it. End result? A $135 check got comped and my manager made *me* cover half of the bill! What a way to start in the industry, you learn really quickly that some people just suck.

that's when you quit on the spot, refuse to cover that half, and leave. find another serving job.

that's bonkers.

this made me think of this thread, from Not Always Right | Funny & Stupid Customer Quotes » Quite Rightly, Waiting Impolitely Is Unsightly

:D

FM

Yeah, that is completely illegal and beyond immoral. I would have escalated that as high as possible.

Wow...are you working at a mom and pop type place or a chain? You need to report that shit...

I always wondered how they could make waitrons pay for the check if a table walked out without paying.

With us, we can't. If we did there would be consequences. The server gets written up for a cash-handling violation, though...

yeah, they can't make you pay. Generally what happens is the server is threatened with a write up, discipline, etc...and instead ponies up the cash.

Beef o' Brady's. This happened a long time ago, now I know better but at the time I just put my tail between my legs and paid it :redface: