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?