Poor Service

Question:"(You) may ask the question – why don’t you patronize another
“Chili’s” location? Well, my counter to the assumed question is why
should I forgo convenience and comfort for the location’s
inefficiencies?"

Answer:"the frequently horrid service" "

You keep going and setting yourself up for disappointment. You want to
tell te BBB and the AG and everyone all about it. How is this
comfortable and convienient?

"Having all the food on the table at once devalues the experience
because it eliminates conversation"

How does food eliminate conversation? My family never has issues with
food being on the table and conversation....I don't get it.

"Now refills and extra napkins should be unlimited as promised not
only prompted on request. Finally, getting the order correct the first
time around because the simple mishaps like forgetting to bring out
“honey mustard” only screams incompetence"

How would a server know you need more napkins unless you requested
more. You agree bringing out the honey mustard is a simple mishap and
then you say it screams incompetence.

I just find the things you complain about to be minor and easily
rectified, especially if you are going to keep going back. You know
you are going to have issues, bring it up to the manager.

great letter; however, just because a server caters to a large table
doesn't mean that they are there for bigger tip- tip is automatically
18% with large parties. People may give more but since gratuity is
already included in the tab its highly unlikely.Its more likely
everyone at that table is "high maintenance" with every person calling
the server for everything,which makes it appear that the server caters
to that table. Not only do they flag down their server, but all the
other ones ontop of that if their server is busy getting foods. It
makes it hard for them to serve others sadly. I wish they would have
special servers for large parties so everyone else gets served.

This is definitely not an issue for the Attorney General's office. As
someone else said, poor service in and of itself is not a crime.

The Better Business Bureau will take a complaint but they do not have
any power to make the restaurant act upon it. They forward your
complaint to the restaurant and then base a rating on whether the
restaurant replies and how they reply. Since people rarely check the
BBB for restaurants, it's practically useless to even bother to make a
complaint via them.

Your first avenue in this case is to complain to the manager on duty.
We've had the occasional issue at our local Chili's and always found
the manager to be very receptive.

If you have a specific way you like your food served, ie: appetizers
first (and most people do), speak up. You are obviously articulate
and I'm sure you could get that point across. If you want refills and
extra napkins, again, speak up. I always ask for extra napkins and
have never been turned down.

If you prefer a table away from a larger party, you can ask. I have.
Sometimes you might wait a little longer but if it's what you want,
they will honor your request.

I find your threats of blogging, etc over the top since you've done
nothing yourself to try to improve the experience.

I would tell you to find a new restaurant. We have a few businesses
in the town where I live that we had multiple bad service experiences
so we just don't go to them any more. Generally, one minor mishap, I
ignore. The second time, I will tell someone or if it is big the first
time. I don't give anyone a fourth chance. Sometimes, it isn't even
worth a second chance. And if I do choose to go there, I know what I
am getting.

Have you tried telling your server that you want to order your
appetizers first and then order your entree after the appetizers come
out?

I suppose I look at it with the old phrase, "fool me once, shame on
you. Fool me twice, shame on me". Honestly, the chances are small that
you can truly impact the service there by talking to the managers. I
certainly agree with starting with manager but I would not expect it
to change. This isn't right but probably reality. Perhaps you should
try some new places and go back in a year and see if things are any
better.

As others have said, the Attorney General will only get involved if
there is a legal violation. Even the BBB can only facilitate a
response for you from the company. They don't actually have the power
to do anything to them except give them a lower rating. Most people
don't look at the BBB for ratings for restaurants. Plus, it doesn't
appear that your Chili's restaurant is even a member of the local
BBB.

I'd cut your loses and find a new place to dine at least for awhile.
You may discover that there are other places with better service and
with food you like just as well if not better.

Good luck.

An Attorney General is more concerned with the legal aspects of a
business, and I hate to break the news, but poor service isn't illegal
(depending on the situation of course).

As for the BBB, they're not an enforcement tool. They're really more a
reference guide for people to see various complaints lodged against a
company. If you want to lodge a complaint, that's fine, but the BBB
isn't going to do much about it.

As for informing friends and family, go right ahead. The issues you
describe are valid. But be careful if you're blogging; you don't want
to get caught up in any situation that could be construed as
slander/libel by Chilis.

I was with you until you invoked blogging/friends and family along
with the BBB and AG.
The Attorney General and Better Business Bureau do not deal with poor
service at a restaurant.

The basis of your complaint is valid, and I agree that the issues you
describe are unacceptable.

So what did the manager say when you told him of your issues?

Oh wait, apparently you haven't done that.

You mention you spend about $2500 a year at this restaurant, which
might be a sizable sum for them to lose, but you also say the food is
really good and you intend to keep eating there. So where is the
incentive for things to change?

And what do you expect the attorney general to do for you anyway? I
suspect he/she has more important things to do than investigate bad
service at Chili's.

I'll admit that I didn't even read the complete complaint. I used to
live near Sawgrass and can assure you that the chain restaurants
aren't where you should be frequenting if you want good food and good
service. There are so many good Mom and Pop restaurants there! I'm
not saying that the chains shouldn't strive to provide a great meal
for their patrons, just that the Mom and Pop places are usually more
likely to do so.

What exactly do you think the Attorney General will do?

Basically, I think you have valid concerns. However, your letter also
makes it clear that you will continue to dine there, giving them your
money, and just be unhappy. Seems like a mixed message.

I work for red lobster which is owned by darden restaurants, the same
parent company that owns olive garden. I can guarantee you 100 times
over that our training policy is completely at a higher level then
that of any other restaurant that is chain owned. The reason I know
this is two part.
First, I have worked for boston pizza prior to red lobster. at bp's I
had one follow shift and then was on my own. No computer training, no
bar training, no kitchen shift etc. At Red Lobster our training
shifts are two book shifts, with online tests, two follow shifts, and
two lead shifts. We then have our own two table section to take care
of, and then we're on our own.
Secondly, I have trained numerous new staff from other restaurants,
including managers who have come from chilis, applebees, montanas,
bp's etc. Everyone who I have trained has commented on how in depth
our training goes and how much better it is then any other
restaurant.
I also find it somewhat insulting that you group all the chain
restaurants into one small fast food group. I take extreme pride in
my service abilities, and am very very good at table timing and
understanding while table one might be in a hurry to eat and go, table
two might not be so inclined. As a customer in any restaurant you
have to open your mouth and communicate openly with whoever is serving
you. Tell me you're in a hurry and i'll hurry you. Tell me you
aren't and i'll pace your meal accordingly. But i'm not a mind
reader, and i certainly don't expect to become one any time soon.

But in general, a lot of these places do not have staff of such a high
caliber as yourself.

While I do tend to put most of those chains in the same catagory as
fast food joints, its due to previous experience.

Red Lobster for one is actually on my wife and I's ban list. We will
never again go to a red lobster. This is again due to a few past
experiences. Some server related and some food related.

While Chili's and Applebees, and Outback arnt on my banned list, they
are on my "well if there is absolutely nothing else including going
shopping to buy ingrediants I guess we will eat there" list. I go
just expecting ok food, and ok to sub par service.

While you and I am sure others are great servers you are unfortunately
way outnumbered by the bad ones. No matter how great the training is,
it doesnt work if it falls on uncaring and deaf ears.

Id gladly eat at home for an extra 2500 bucks....sweet deal!



Good Day

As a person who has regularly frequented various chain restaurants in
the past 8 years (one a week or more) I have some experience in this
area.

In my experience, if you speak with management (I always have when
there is an issue, but I didn't see you mention it) about a consistent
problem, they will almost invariably tell you that what you have
experienced is wrong. They might comp a meal or two. And does
anything ever change? No.

It starts at the top. If they don't hire the right people or instill
the right skills, it isn't going to "happen". I found myself giving
places 9 and 10 chances to do better, and they didn't.

I have given Cracker Barrel, Ruby Tuesday, Olive Garden, Texas RH,
Outback, Applebee's, and that Outback-owned Itailian chain the
Heave-Ho after a very fair chance to correct issues.

I wish you luck. As far as the Attorney General, I haven't seen
anything at all they would be interested in, other than a person
spending money on bad "dining" experiences. It isn't clear the
restaurant has been previously advised of their shortcomings.

Derrick,

I'm interested to hear your thoughts on how this would be a an issue
that filing a complaint with the Attorney General’s Office would be
appropriate.

My first question trumps the age old question of...have you discussed
your needs wit the store manager?

BillR.