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 Unsatisfying experiences with Chili's Bar and Grill Restaurant
Posted Fri July 3, 2009 12:00 pm, by ReAnna N. written to chili's
I love Chili's, and I love the fact that they have curbside to go. However, the last 3 times that I have ordered at the Palm Bay, FL location my order has been incorrect. The first two times I experienced minor mistakes 1.Paid extra for guacamole, and did not receive it 2. Requested chicken nachos but received regular nachos (not too major since I didn't have to pay for the item that I did not receive) I let it go the first 2 times, however, the 3rd time when I was charged extra for steak (not requested) and received a terrible attitude from the girl who brought the food to my car when I questioned the extra cost I decided to call and speak to a manager.
I spoke to the manager who attempted to use sarcasm and blame to make it seem that I was at fault for the error. Rather than listen to what I had to say, he continued to try to over talk me, and at one point I said "Nevermind, I'll just let you talk instead."
I've worked in customer service for over 10 years and I was shocked at the demeaning attitude of this manager. Although he did say he was new to the location, I didn't take that to mean he was new to management or customer service and I truly felt he should know better. The number one key to customer service is listening to the customer and he refused to do that.
More than anything, with my phone call I was looking for an apology and an attempt to make the situation right. Feeling frustrated and over powered I told the manager that I would just take my business to the Melbourne location (although the Melbourne location is way out of the way, I love Chili's too much to not continue my patronage with them.) Reluctantly the manager asked if it would be okay if he sent me coupons for a next visit in hopes of keeping my business. I agreed that I would give the Palm Bay, Fl location one more try.
I never received the coupons.
I would like Chili's to send the coupons they promised well over two months ago. They would have been perfect for a rainy day like today in which I don't feel like cooking.
I'd also like Chili's to refresh the management staff on basic customer service skills. No customer should ever been made to feel at fault (even if mistakenly they are-which was not the case in this situation.)
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Curbside is like drive thru basically - only you have the employee
right there and you can ask him/her to please wait a few seconds while
you check the order to make sure its correct. This way if something is
wrong with the order they can take care of it right away.
I doubt if a refresh course in customer service skills will make any
difference with this manager...seems he is not a people person and
therefore should not be in this position.
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by Beeracuda Posted Sat July 4, 2009 @ 6:06 AM
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It's quite possible that this guy no longer works for Chili's, or at
least at that location. I mean, if it takes a comment like "Nevermind
I'll let you talk" for him to shut up and listen to the customer, then
he has no business being in a customer service job, much less a
managerial position.
By the way, that was a great line to use in that situation! I'll have
to remember to use that in case I'm in a similar situation.
To each his/her own, but in my opinion, Chili's sucks. It was much
better 20 years ago, but it's nothing more than your typical chain
restaurant now. Please, try to find me a chili burger on the menu.
Strange that a place called Chili's no longer serves chili burgers,
eh?
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Excellent letter. I hope you get a response!
PS - Hi everyone! Long time, no see! :)
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Great letter of complaint. And if a customer said this to me:
"Nevermind, I'll just let you talk instead," I would be ashamed of
myself. Since you like Chili's so much (I'm not a fan, but I admit I
LOVE their tex-mex eggrolls!), if you don't hear back from Chili's
based on this leter, consider contacting the other Chili's location
that you mentioned and ask for the contact info of their
district/regional manager. Hopefully that will help you get your
coupons and something will be said to that manager.
Again, great complaint letter.
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by Donno Posted Fri July 3, 2009 @ 5:54 PM
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That manager doesn't need a refresher, he needs to start over. As you
say, the first thing needed is to listen to the complaint. If that
doesn't happen, there is no way the customer will end up satisfied.
At least he ultimately suggested the right thing, and offered you
coupons.
It has been two months. Honestly, I would have called after two
weeks, so as to keep it fresh in mind. You know, he probably just
forgot. He should remember the discussion (hopefully!).
I hope Chili's gets back to you. After a miserable experience with a
manager at a different chain, I just gave up on that chain completely.
In that case they gave me coupons and I ditched them anyway - they
had had several chances and sealed their own fate.
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