I'm pretty outspoken, as the manager at this location found out this morning, and it's my experience that most decent managers appreciate constructive feedback. That's what I had in mind when I asked our waitress to send him by our table.
Me: We've got it all sorted out now, but I did want to just let you know that we had a reservation for eight and they seated us at a table for four. Our waitress claimed it was a six top but I'm sure she must be mistaken since we can all clearly see with our eyes that these booths would only comfortably seat four people.
He: We don't take reservations.*
Me: I see, well, when we came in I told the gentleman at the front---
He: That was me.
Me: ---yeah, I thought so. So I had told him that we had a reservation---
He: attempts to interrupt me again
Me: ---sorry, just reclaiming my time, the time to correct me on that point would have been then, not now when I've brought up a totally different issue. But you accommodated us anyway and that's great! AGAIN I am just wanting to let you know for Next Time that the four person table for a party of eight isn't acceptable.
*Yes, absolutely, I was mistaken. I was told that a reservation was in place when in fact we were placed on the wait list ahead of time over Yelp. This doesn't affect anything at all but everyone who hears this story somehow gets hung up on this detail. Anyway...
Friends, the manager of this establishment tried to ARGUE WITH ME. Hand to God he tried to argue with me as though I was there to hear his explanations and not to eat my breakfast. This man was given every opportunity to gracefully end the conversation and he's standing here like, 'Well, FIRST of all,'
Me: Sorry. Again, just reclaiming my time---
"Oh, you're not done talking," he muttered under his breath (curling his lip and all, I kid you not) which prompted one of my dining companions to intervene on my behalf. By this point manager boy's body language and behaviour was well out of line, obviously, so I find myself in the position of trying to de-escalate an arguement! With management!! At a breakfast establishment!!! At 9:45AM!!!! Incredible.
Me: All I'm trying to say is that I wanted to leave this feedback for next time---
Oh, but it was useless. By now the guy was in full defensive mode. "I didn't say anything! I wasn't being disrespectful! If you're not happy then you can leave!" I actually hadn't decided we were leaving up until that moment, despite his bizarre decision to escalate the situation, but it was then that I realized he was more interested in saving face than doing his job or, for that matter, prioritizing the salvaging of a rapidly devolving situation. I just gave up at that point. Besides, I don't like when people I'm trying to have a grownup talk with make snips at me.
As I explained to him, he had every bit of power and agency to turn the experience into a positive one for everybody. I wasn't gunning for a comp, I just wanted a simple acknowledgement of my experience and no fights before 10AM.
This dude could do with learning the value of the simple phrase, "I hear you. We'll keep that in mind in the future." Even if you aren't a very good manager you could at least make a habit of being civil to your customers.
Anyway, Denny's got us in right away. They just pushed two tables together. read more