Thank goodness for the manager, Sarai, and our waiter!
We…read morerecently visited the Red Robin in Redlands. The restaurant was busy, but it did not appear to be overwhelmed. When we arrived, the hostess told us the wait would be approximately 15-20 minutes. She then asked whether we would be willing to sit outside, and we agreed.
Unfortunately, when we went outside, we immediately noticed that the tables were uneven. It was an extremely hot day--approximately 93 degrees--and we asked whether the umbrellas could be repositioned to provide additional shade.
The larger concern, however, was the table itself. One of the table legs was significantly shorter than the other three, making the table very unstable. We had two young children with us, ages 5 and 2, and we were concerned that the instability could easily result in drinks being knocked over and create an unnecessary mess or, more importantly, a safety issue.
We therefore went back inside and spoke with the hostess. This is where our experience became extremely disappointing.
Instead of trying to find a reasonable solution, we were told that we would have to be placed back on the waiting list--and now the wait was approximately 45 minutes. By that point, we had already waited approximately 20 minutes to be seated, and we were then expected to wait another 45 minutes simply because the outdoor table was not an appropriate option for our family.
What was most frustrating was the apparent lack of willingness to accommodate a very reasonable request. The hostess seemed more interested in getting rid of the situation than in finding a solution for the customer. There are moments in customer service when you have to stop and think like a human being:
What would I want if I were the customer standing in this situation? How can I reasonably accommodate this family?
Unfortunately, that consideration was missing.
There were six of us, including two very young children. We were not demanding special treatment. We simply wanted a safe, comfortable place to sit and enjoy our meal. Had the hostess taken a moment to work with us, this could have been resolved very easily.
Thankfully, the experience changed completely when we spoke with the manager and Sarai.
The manager accommodated us immediately. He was warm, welcoming, attentive, and genuinely interested in making sure our family was taken care of. His professionalism and willingness to help were exactly what we had hoped for from the beginning.
Our waiter was equally wonderful. He was extremely kind, attentive, and professional throughout our entire experience. His level of care and genuine kindness made a significant difference in turning what had started as a very frustrating situation into a positive experience.
When we left the restaurant, I made a point of going back to the manager personally to thank him. I shook his hand and expressed my genuine appreciation for the way he handled the situation. That level of customer care should absolutely be recognized.
I wish I had gotten our waiter's name because he deserves recognition as well.
Ultimately, if it had not been for the manager, Sarai and our waiter, we would have left the restaurant extremely disappointed and likely would never have returned.
The lesson here is simple: customers understand that restaurants get busy, and we understand that there are policies and waiting lists. What customers remember, however, is how they are treated when an unexpected problem arises. The manager, Sarai and our waiter treated us with kindness, professionalism, and respect. The hostess did not.
I sincerely hope management recognizes The manager, Sarai and our waiter for the outstanding way they handled this situation. They are the reason our family left feeling appreciated rather than dismissed.
