New Posts  All Forums:Forum Nav:

Free Dessert???

post #1 of 10
Thread Starter 
OK, my wife and 2 companions went to a pricey restaurant in Naples FLA for Halloween. The waiter spilled a full glass of wine all over my wife (luckily it was white). The waiter apologised profusely and the manager came over. He said "don't worry, send me the dry cleaning bill". The entree arrived and was luke warm so they asked for a hot one. The manager came over again, apologised and said in view of the problems he would give them all a free dessert! My wife is not the most confident of people so she said no more.
I fly out to FLA tommorow and we are booked into this restaurant next Saturday. I have always had superb meals there and I am hoping this was a one off due to a very busy night. I don't want an "atmosphere" when I eat there again but at the same time, a free dessert doesn't really seem adequate compensation for sitting soaked and smelling of wine all night at a $100 per head meal. What do you think?
post #2 of 10
I think that a free dessert and paying for the dry cleaning bill is quite adequate for me. It was an accident and anyone could have made it, including yourself. They shouldn't have to grovel or compensate for the whole meal just because something was spilled. I believe they did the right thing. What more could you want than an apology, an offer for dry cleaning, and a complimentary dessert? Accept the apology and move on. Nobody got hurt, spilling a drink is not the end of the world. They provided a service, rectified any mistake they made, and were very gracious about it and you should be too.

"You are what you eat, so don't be fast, cheap, easy, or fake."

Reply

"You are what you eat, so don't be fast, cheap, easy, or fake."

Reply
post #3 of 10
If you didn't think that this was adequate compensation, you should have said something at the time. As Mapiva observed, this was an accident. The problem with the lukewarm meal was rectified. The accident with the wine was also addressed. I really don't understand why you're complaining after the fact.
post #4 of 10
Paying for the dry cleaning is a given. I think your wife's meal should have been comped, to compensate for her discomfort. As you pointed out, the rest of the evening was a total loss for your lady, since she was clearly miserable in her now-soiled dress.

The cold dinner was corrected, and as an additional gesture of good will, they offered free desserts.

However, I agree with the other member who said the time to complain and/or negotiate, was when this happened. It's over now. Suck it up and move on. :look:
"The pressure's on...let's cook something!"
 
Reply
"The pressure's on...let's cook something!"
 
Reply
post #5 of 10
As a former owner, I have picked up a few dry cleaning bills. The only time I comped an entire meal though was if there were several issues at the table. Long wait times, several mistakes with multiple orders. Otherwise it was a drink, dessert, or an app.
Taste: The sensation derived from food, as interpreted thru the tongue to brain sensory system.
Flavor: The overall impression combining taste, odor, mouthfeel and trigeminal perception.
Reply
Taste: The sensation derived from food, as interpreted thru the tongue to brain sensory system.
Flavor: The overall impression combining taste, odor, mouthfeel and trigeminal perception.
Reply
post #6 of 10
The OP asked for our opinions, and that was mine. I, too, am a former restaurant owner, and we never hesitated to be extra generous to our patrons when mishaps such as this occured. Our hope was to always generate good will, rather than having someone go away and complain about us to others. The spilled wine was an accident, probably with no one really 'at fault'. Even so, offering to pay for the dry cleaning is not all by itself, anything more that what should be done. Then, on the heals of this, some of the food comes out lukewarm...now, we have a situation that could/should have been prevented, and the restaurant's reputation is on a slippery slope. At this point, immediate profit is no longer a priority. All focus should be on damage control, and how to turn this situation around and help these people go away happy.

Each restaurant has it's own policy for handling such situations. And every patron has his own expectations too, often based on past experiences with other establishments. It's always nice when both can meet at a happy medium. . Apparently the manager considered his gestures to be appropriate to the situation, and as stated earlier, the time to complain or negotiate was at the time of the incident, not afterward.
(By the way, I hope he didn't have to pay for the spilled wine.)
"The pressure's on...let's cook something!"
 
Reply
"The pressure's on...let's cook something!"
 
Reply
post #7 of 10
Thread Starter 
Thanks for the feedback guys. Like I said, I wasn't there, I was in England. I did email the head office to say the situation could have been handled better and to tell them i'd had superb meals there in the past, even to the point of writing a glowing review on Tripadvisor. Their PR Dept emailed back with a standard apology and said they had "spoken" with the management.
I don't want a free meal, I never asked nor expected one to be given, however, if I were the manager no bill would have been presented at the end of the evening. In my own holiday business I regularly comp the whole week if any guests have a negative experience and it's our fault. We don't lose money doing this as we have an 85% repeat business. People just want to know that you take their concerns seriously. But hey, it's done and they have lost any future business from me, there are plenty other restaurants out there.
post #8 of 10
I have been in the restaurant business for close to 30 years, and it still bugs me when I hear comments like this. The issues in no way warranted comping the whole group's bill. Offer to pay for dry cleaning, free desserts and/or round of drinks, and possibly comping the one meal for the lady who had the wine spilled on her, but to suggest to comp the entire bill is overkill, yet too many people expect this type of comp for small incidents. I don't understand what makes people feel entitled to this kind of treatment at a restaurant when they don't expect it anywhere else? Do you expect your whole grocery bill to be comped because the bag boy crushed your eggs? Do you expect the paper boy to comp a whole month's worth of newspapers because he missed you 1 Sunday? Do you expect a month's worth of cable or internet free because your local server went down for a few hours? The anwser is probably no, but people expect to get free meals for minor mistakes. Don't get me wrong, there are times when a whole table's meal should be comped, but not very often, and certainly not nearly as often as the customers feel it should happen.
post #9 of 10
X2 with what he said ^^^
Taste: The sensation derived from food, as interpreted thru the tongue to brain sensory system.
Flavor: The overall impression combining taste, odor, mouthfeel and trigeminal perception.
Reply
Taste: The sensation derived from food, as interpreted thru the tongue to brain sensory system.
Flavor: The overall impression combining taste, odor, mouthfeel and trigeminal perception.
Reply
post #10 of 10
:lol:

Heck ... if I could get a free $100+ meal, I wouldn't mind having someone spill a glass of wine on me. Now ... if I could just find a server to trip and make sure that he/she falls the right way ... (GRIN)
New Posts  All Forums:Forum Nav:
  Return Home
  Back to Forum: Restaurant Reviews