Can I get some advice?

[petrus4]

So recently I've encountered a dilemma of sorts, and was wondering if I could get some advice.

There is a restaurant and gambling establishment not far from my house, which is run by the Australian Returned Soldiers' League; a domestic NGO that supports war veterans. They serve a lot of old people and families, which I think is a good thing. I try and go there at times, because I eat out a lot anyway, but I think it is good to support them economically a little if I can.

The problem is that while the food *can* be OK, because they serve so many people, the service is terrible; two nights ago (the 25th of this month) when I was there, I had to wait over an hour for a meal, (65 minutes, to the point where they actually started to close the kitchen, and I got there at 7 pm, so as to have plenty of time before the kitchen closed at 8 pm) and the night before that I asked if they could put my food in the microwave there because I got it stone cold. Cold roast beef I don't mind at all; even cold veggies I can live with, but cold gravy is pretty disgusting.

I was starting to get fairly angry in the last five minutes or so before they brought my meal, to the point where I was close to walking out and telling them that I would never come back. My mother and I have been to this place probably a dozen times or so in the last four years, and there have probably only been three or so occasions out of those, where we were able to get a meal that wasn't either cold or half raw, and it usually takes ages before we get it, as well. On the most recent occasion (three nights ago, the night before my meal took over an hour; the 24th) when I went with my mother, she complained of diarrhea and gastro-entoritis later that evening. So while the food can be good, the service is fairly consistently bad, but for some reason I keep giving the place another chance.

When I told my mother about how long I had to wait for dinner two nights ago, she said she was thinking of complaining to the manager.

I told her not to, and said that I would handle it, but truthfully I am not sure what to do. Because the place is run by the Returned Soldiers' League, I feel somewhat guilty about complaining; and another part of the reason why is because this place is very heavily overburdened. I would estimate they can seat somewhere between 50 and a hundred people, and they are packed every night. They have less than a dozen kitchen staff on, and the kitchen is also less than a third of the size of the dining room.

Truthfully, I'm also only thinking of complaining as a means of doing the people who run the place a favour, as well; in the sense that there are plenty of other eating establishments in the town where I live, so I could very easily just go somewhere else. I do, however, think that supporting the local veterans economically is a good thing if I can; and also, on the few occasions when the food is good, it's great. It is also within short walking distance of the house. The only real problem is just that the quality is so inconsistent.

What would the rest of you do in this type of situation?

[VillageIdiot]

Complain.

[petrus4]

Complain.

That probably is what I will end up doing, yes.  I think the other reason why I've held off doing that so far, is because the place serves so many other people, that for a while I wondered if it was just me.  I think the time has come to complain about it, however.

[VillageIdiot]

Nothing ventured nothing gained. Put them on notice. Someone is paying attention. You want to patronize them but they're making it very difficult. Tell them what you told us - when they're good,  they're great.

[sky otter]

ah pets r us
you probably won't like what i will say but you did ask

find the manager and and very kindly tell him what has occurred and what your feelings aobut
supporting them are and that is why you are talking to him now..
so he doesn't loose more business..
and then
step up and volunteer to help...

yeah.. i said it

you seem to be very capable of a diversified management style..

perhaps an offer to overlook all that needs done and maybe give a few helpful pointers would be acceptable....
access those doing the jobs....are they all volunteers?..do they get paid?....how much?
are they unhappy or just overworked and down about it..
maybe they have heard that the place is about to close and they are uncaring anymore

i must warn you that such a stepping up will truly involve you in ways you haven't thought of..

or

complain  but nicely and that's all

or

don't go back

or

maybe find out more about the establisment somewhere else and send an anonymous letter
with your story

hope one of those helps you
good luck

[Edward]

You have every right to say something to someone about it.  Be constructive in what you are saying and tell them like it is.  Tell them you would like to keep your patronage of the establishment to support it but your concerns needs to be looked at and addressed.     

Never be afraid to speak up and never feel bad for leaving a situation where you exhausted all means to rectify  your concerns.   You would be doing yourself and the other people who go there a disservice if you kept your mouth shut and  not saying anything.


Be polite in the manner you bring it up and make sure you concerns are acknowledged and addressed.  If after that point in time you go back and its business as usual.  Then you should have no guilt what so ever to stop giving them business.

Edward

[rdunk]

Petrus, I would say that you have been extremely patient with their poor service, especially by your continuing to go there. I would say that poor service on the floor, not so good food from the kitchen, very long waits, "cold gravy", and even a sick spell after going, would mean only one big thing! That one big thing is POOR MANAGEMENT, if there is anyone truly managing that "restaurant".

Petrus, you said, "They serve a lot of old people and families" - "I would estimate they can seat somewhere between 50 and a hundred people" - "they are packed every night" -  "My mother and I have been to this place probably a dozen times or so in the last four years".

For a situation like this, with a management problem, I would NOT EXPECT your "saying something/complaining" to them to yield the results you know are needed. Also, if this restaurant is in or apart of a gambling establishment, as you said, it is likely that they also have somewhat "captive customers", assuming there are not several of restaurants there. And that would be one reason (maybe only reason) that they have "a lot of business".

So, first off, I would say, just go to other places where you and your mom can enjoy the food, enjoy the service, and enjoy your time out together, and the same for when it is just yourself. From your description, they don't actually need your business, and for sure, you most of the time don't enjoy going there. And just know, they are not going to miss the 3 times a year or so that you and your mom are going there.

With that said, for normal bad restaurant experience situations - for me normal means one or two typical things, not the complete failure of performance, as you have experienced - I like to tell a manager about it. If management doesn't know about a problem, say "cold gravy", how will they know it needs to be fixed. Most any restaurant can have isolated problems in the business of serving customers. But a 75% near total breakdown (3 out of 12 times good) is way way unacceptable for a public restaurant.

But for me, once or twice bad, and we just go elsewhere. Petrus, you certainly have been "long suffering and patient" with these people already. My guess is, with as many people that eat at that restaurant, wouldn't you think that your complaints would just be added to a long list of complaints they have received from their other customers, in the past, many of which were not so patient and long suffering with them, as you have been?? And if past similar complaints, fixes have not been made!!

Don't fret about it! Just go to other good places! Most all other restaurants need your business too, to feed their own families, and pay their bills. They know that good food and good service go together, and are the keys to their success.

So Petrus, go to restaurants where you can feel good about giving good tips for great food and for great service!   

[ArMaP]

Complain.

Here in Portugal all establishments must have an official complaints book, and they must present it to anyone that asks for it. When there's an inspection the inspectors also look at the book to see what kind of complaints were made and what they did about them.

I don't know if there's something like that over there.

[Gigas]

Go back and play me didgeridoo mate. It sounds like they need chef ramsey shootin his mouth of in the kitchen. Don't go back mate. Its on the way down and only gets worse.

[petrus4]

Petrus, I would say that you have been extremely patient with their poor service, especially by your continuing to go there. I would say that poor service on the floor, not so good food from the kitchen, very long waits, "cold gravy", and even a sick spell after going, would mean only one big thing! That one big thing is POOR MANAGEMENT, if there is anyone truly managing that "restaurant".

This is some good advice.  Thank you, rdunk.

[Amaterasu]

As others have said, I would complain - as nicely and constructively as possible.  Maybe offer to help?  Do explain all the problems.

[Ellirium113]

There is a restaurant and gambling establishment not far from my house, which is run by the Australian Returned Soldiers' League; a domestic NGO that supports war veterans. They serve a lot of old people and families, which I think is a good thing. I try and go there at times, because I eat out a lot anyway, but I think it is good to support them economically a little if I can.

The problem is that while the food *can* be OK, because they serve so many people, the service is terrible; two nights ago (the 25th of this month) when I was there, I had to wait over an hour for a meal, (65 minutes, to the point where they actually started to close the kitchen, and I got there at 7 pm, so as to have plenty of time before the kitchen closed at 8 pm) and the night before that I asked if they could put my food in the microwave there because I got it stone cold. Cold roast beef I don't mind at all; even cold veggies I can live with, but cold gravy is pretty disgusting.

I was starting to get fairly angry in the last five minutes or so before they brought my meal, to the point where I was close to walking out and telling them that I would never come back. My mother and I have been to this place probably a dozen times or so in the last four years, and there have probably only been three or so occasions out of those, where we were able to get a meal that wasn't either cold or half raw, and it usually takes ages before we get it, as well. On the most recent occasion (three nights ago, the night before my meal took over an hour; the 24th) when I went with my mother, she complained of diarrhea and gastro-entoritis later that evening. So while the food can be good, the service is fairly consistently bad, but for some reason I keep giving the place another chance.

IMO eat elsewhere...you may want to help them by eating there but you are really part of the problem then, not the solution. If they are overworked/understaffed and swamped with costomers to the point where service is as bad as it is, complaining will prbably fall on deaf ears. This is not something they will be able to change in short time. If they have as many people eating there as you say then they are not hurting for profits unless it is volunteer staff. Offer logistical advice but I would not complain as your next meal there may take 75 minutes instead of a speedy 65 minutes. 

[undo11]

back when i was a young adult, hubby and i use to rollerskate on the weekends and go to a nearby restaurant for coffee , soda, fries etc.  everyone else had the same idea too.  it was midnight skate, so by the time it let out, the local bars had too, and they all had the same idea as well. this was one of the few restaurants open for 30 miles in any direction at that time of night.

anyway, between roller skating arena emptying out and the bars, the wait for service, for even a cup of coffee would be up to 2 hours.  it was a chain restaurant so you would think they could've afforded extra staff on midnight shift/weekends. but nope.

so i'm going with the idea that, since the place is not a normal commercial establishment,  that the reason they aren't staffing enough is because of money, but in their case, most likely because of lack of money, not greed.

[robomont]

poor management.i saw a wendys in my town open and close in one year.now its a verizon store .franchises are not designed to fail and texans love wendys.

restaurant up the road had plenty of customers but i knew management and they were lowlifes.restaurant closed its doors with customers still inside.poor management.

i know of a restaurant where 90% of the employees quitt and rented the building across the street and started their own .two tex mex restaurants across the street from each other and both were successful.

[Ellirium113]

two tex mex restaurants across the street from each other and both were successful.

Reminds me of this bit...funny stuff...