I was appalled that any restaurant would ask a customer to speak with the owner rather than give them the opportunity to fill out a comment card as is customary in the service industry.
by Bill R. - Posted Thu September 18, 2008 @ 7:13 AM
As a manager who has been involved in more than my fair share of customer feedback rants I must question why you equate speaking with the owner as being put on the spot or making a scene?
The hospitality businss lives or dies based on each transcation. In your case there was an obvious problem and the associate got the owner to come to your table to listen to your suggestions and observations.
The owners statement that he was the comment card should have impressed you that he was intersted to hear your feedback and take action in anticipation of your next visit.
Once this feedback is received at corporate it will be shared down the pipeline to that specific location and hopefully action will be taken. At best a circuitous journey when one considers that had you spoken with the owner he probably would have adjusted your bill, listened to you and learned a thing or two from and abut his customer.