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SandWitch King
Rohan
Mar 6 2007, 8:16pm
Post #1 of 18
(645 views)
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Hypothetical dinning experience
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Dick goes to a restraunt with Jane and their two young children. Dick orders a steak cooked to 'medium'. After a long wait the food finally comes and the steak is at least 'medium well' probably 'well'. Dick decides that the children are at the end of their patience levels and he will bite the bullet and eat the steak.
However, the waitress happens by and asks, "is that too cooked for you"?
Dick: Why no, it is too cooked, but it will be okay.
Waitress: Are you sure?
Dick: Yes, it will be okay.
Soon the manager is there as Dick digs into his sweet potato.
Manager: Is your steak overcooked?
Dick: Yes, but it is okay, I will just eat it.
Manger: Let us get you a new steak.
Dick: No thanks. These kids are done, we don't have time.
Manager: Well, let me get you a new one and we will give it to you to go.
Dick: Well, okay, you talked me into it.
The family eats. Jane's smaller steak and chicken is cooked perfectly (also medium) but is literally room temperature. The bill comes, the family leaves, Dick pays the bill and soon after comes his boxed steak.
Sooooooooooooooooo:
#1. Did the eating establishment 'do right' by Dick? Yes or no and why or why not?
#2. If you were Dick or Jane would you return to this place? Why or why not?
Once upon a time I was MrCere. I still am but this name is for posting and being part of the community while that one is for official business. 8-)
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elvenhobbit
Rohan
Mar 6 2007, 8:49pm
Post #2 of 18
(505 views)
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Dick goes to a restraunt with Jane and their two young children. Dick orders a steak cooked to 'medium'. After a long wait the food finally comes and the steak is at least 'medium well' probably 'well'. Dick decides that the children are at the end of their patience levels and he will bite the bullet and eat the steak.
However, the waitress happens by and asks, "is that too cooked for you"?
Dick: Why no, it is too cooked, but it will be okay.
Waitress: Are you sure?
Dick: Yes, it will be okay.
Soon the manager is there as Dick digs into his sweet potato.
Manager: Is your steak overcooked?
Dick: Yes, but it is okay, I will just eat it.
Manger: Let us get you a new steak.
Dick: No thanks. These kids are done, we don't have time.
Manager: Well, let me get you a new one and we will give it to you to go.
Dick: Well, okay, you talked me into it.
The family eats. Jane's smaller steak and chicken is cooked perfectly (also medium) but is literally room temperature. The bill comes, the family leaves, Dick pays the bill and soon after comes his boxed steak.
Sooooooooooooooooo:
#1. Did the eating establishment 'do right' by Dick? Yes or no and why or why not?
If the steak was going to cost nothing - as a replacement, and I had time to wait, then I wouldnt complain. However, it is argued yes, they offered to replace the steak and the customer didnt want this. However, the restaurant shouldve knocked something off the bill.
#2. If you were Dick or Jane would you return to this place? Why or why not?
Only if:
The steak replacement was cooked to what was wanted.
Not charged to the customer.
Had time to wait for it cooking.
then, maybe yes i would go back.
Elven by name, Hobbit by nature
'Road lead ever on and on
down from the door where it began
now far ahead the road has gone
down from where all began' -FOTR-
and through all the world has changed
the ages come and go with time
and yet those remain unchanged
unto they journey westward
over the sea...
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Darkstone
Immortal
Mar 6 2007, 9:11pm
Post #3 of 18
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#1. Did the eating establishment 'do right' by Dick? Yes or no and why or why not?
So why didn't Dick mention Jane's cold steak and chicken? In any case, once informed of the mistake the waitress took it to the top, and the manager tried to make good. But he probably should have offered a free dinner to be named later. So you have the waitress getting the order wrong (don't you hate it when they don't write it down?). Then the cook starting Jane's medium steak and chicken at the same time as Dick's well done steak and so having to let it sit and cool while Dick's meal finishes. (Mmmmm, salmonella!!) And the manager probably being a bit too stingy attempting to make the two mistakes right. (You helped him by pointing this out!) That's three strikes - that you know about. But really, you probably don't want to know what other bad things are going on in the kitchen.
#2. If you were Dick or Jane would you return to this place? Why or why not?
I just about always give two chances. Especially if offered a free dinner. Let's see if the manager fixed what went wrong. But I always expect things to go wrong when waiters don't write things down. The place sounds too fancy-smancy for me anyway.
Pippin: "When you guys fall, does it make a sound?"
Bregalad: "Are you kidding? Scott fell last week and he hasn't shut up about it since."
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CAhobbit
Rohan
Mar 6 2007, 9:34pm
Post #4 of 18
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Is this really from a hypothetical situation? 
#1. Did the eating establishment 'do right' by Dick? Yes or no and why or why not?
The waitress and manager did try to do some right (by offering a new steak) and I'm quite surprised that the waitress and manager were so adiment in getting Dick a new steak (quite nice, and unexpected in most eating establishments). In the end though I think the most fair thing to do would be to have knocked off Dick's meal from the bill. The waitress and manager were very insistent in giving good customer service so knocking off a meal wouldn't have been a bad choice on their part.
#2. If you were Dick or Jane would you return to this place? Why or why not?
Well, speaking for myself (if I was in Dick and Jane's shoes)...no. Dick's meal along with Jane's meal weren't very good (Dick's was overcooked and Jane's came cold {in the end}). I really only give resturants one chance because I don't want to return to an establishment to only be stung again. There are at least 3 resturants near me that I refuse to dine in again and it's due to bad service, bad food or a combination of both. The really nice manager and waitress would stick in my mind but also the bad food would as well and frankly nice service isn't going to outweigh the bad taste that can be left in one's mouth (literally).
Do not meddle in the affairs of hobbits for we can bite your kneecaps off!
CAhobbit's flickr page
CAhobbit's myspace
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Lossefalme
Gondor
Mar 6 2007, 9:39pm
Post #5 of 18
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#1. Did the eating establishment 'do right' by Dick? Yes or no and why or why not?
I used to be the hostess at a family-owned restaurant and I can tell you that we would practically fall all over ourselves trying to rectify the situation if there was any kind of error in an order. I think the initial step of offering a new steak was fine, (although we usually went straight to swallowing the bill or offering them some other kind of compensation for their meal). Once it became clear that this was not the resolution that the patron was looking for, the manager should have offered an alternative compensation. Since Dick didn't mention any other problems with the meal, it is difficult to state that the manager would have or should have known about it and addressed it, so I'm leaving Jane's meal out of the picture as far as the manager's response goes. All in all, I think the manager could have been a little more creative and responsive to the customer's needs, but was at least on the right track with good intentions.
#2. If you were Dick or Jane would you return to this place? Why or why not?
I would probably give it another go because everyone can have a bad day. I try not to rush to judgment about people or things too quickly.
(Formerly Lossefalme3, just in case you're wondering)*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*
Aragorn threw back his cloak. The elven-sheath glittered as he grasped it, and the bright blade of Andúril shone like a sudden flame as he swept it out. 'Elendil!' he cried. 'I am Aragorn son of Arathorn, and am called Elessar, the Elfstone, Dúnadan, the heir of Isildur Elendil's son of Gondor. Here is the Sword that was Broken and is forged again! Will you aid me or thwart me? Choose swiftly!' TTT, Book III, Chapter 2
And Éomer answered: 'Since the day when you rose before me out of the green grass of the downs I have loved you, and that love shall not fail.' RotK, Book VI, Chapter 5
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Morwen
Rohan
Mar 6 2007, 10:00pm
Post #6 of 18
(471 views)
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#1. Did the eating establishment 'do right' by Dick? Yes or no and why or why not?
There were actually two mistakes made, Dick's overcooked steak and Jane's cold meal. The overcooked steak I can forgive, because it was a one time mistake and they tried to fix it. I can think of better solutions than fixing another steak to go (that steak will be cold by the time Dick eats it), but if Dick wanted to solve the problem another way he should have said so.
Jane's cold meal is a different issue. There are safety issues involved (food poisoning) and that shows a lack of organization on the part of the cook. If the cook's usual method is to start cooking all the meals for one table at the same time, and then send them out at the same time, this problem is going to happen on a regular basis. The only excuse I can make for the management is that, since Jane didn't send her meal back, the manager may not have known there was a problem.
#2. If you were Dick or Jane would you return to this place? Why or why not?
That depends on several factors. If the restaurant was a cheap, family-type restaurant that was convenient to my home, I wouldn't give up on the place because of one bad experience. If this was a $40 a plate sort of place that required reservations, I would probably only go there for special occasions, and I wouldn't risk spoiling a special evening by making reservations in a place where I'd had problems before.
I wish you could have been there
When she opened up the door
And looked me in the face
Like she never did before
I felt about as welcome
As a Wal-Mart Superstore--John Prine
(This post was edited by Morwen on Mar 6 2007, 10:05pm)
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Tintallë
Gondor
Mar 7 2007, 4:49am
Post #7 of 18
(466 views)
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1. No, the establishment did not "do right" by Dick. First the manager should offer to redo the meal as ordered - a steak cooked medium. If the diner does not accept that, the manager should INSIST on taking the meal off the bill.
2. Why would I go back to a restaurant that made me wait a long time for the food, delivered a badly overcooked steak, and served food that should have been hot at room temperature? No way.
Life's too short to waste it on mediocrity.
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Aerin
Grey Havens
Mar 7 2007, 6:29am
Post #8 of 18
(453 views)
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just have it your way?
(Sorry; couldn't resist!)
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Penthe
Gondor
Mar 7 2007, 11:39am
Post #9 of 18
(445 views)
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Hmmmm. Were you expecting it to be better?
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Sometimes you go to a place, and you know it's pretty ordinary, but it's pretty cheap and quite convenient, and it means you don't have to do the dishes that night, and the general goodwill and friendliness of the staff is enough to make it worth your time.
So you kind of don't expect much, and anything at all is OK. Especially if they have 2 for 1 steak nights on Tuesdays, hypothetically. And then, if they occasionally look a bit annoyed about bringing the kid's free icecream on a busy night, you just don't worry about it too much, and a couple of Tuesdays later you're quite happy to go again. Hypothetically.
But if you were expecting anything approaching a decent dinner where the incentive to hand over your hard-earneds had more to do with flavour and ambience than not wanting to wash up the dishes yourself, then I'd be saying, 'nuh. Don't go there again. Especially if they charged for each steak INDIVIDUALLY. And if they charged for the kid's ice cream.'
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SandWitch King
Rohan
Mar 7 2007, 5:13pm
Post #10 of 18
(450 views)
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The rest of the story (story spoilers!!!!)
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Dick received his steak eventually, left the waitress a modest tip (there were a couple of other minor issues, too many boring details) and was going to leave.
Then Dick decided to speak to the manager again and said,
Dick: "I wanted you to know that is the only place I have been where after some error an effort wasn't made to make me feel a little better about my meal. A free desert or a coupon for next time or something to let me know you are concerned."
Manager: Well, typically, when something like that goes wrong we make an effort to replace your steak and fix the error. I apologize for the problems.
Dick: Okay.
(It should be noted that after this portion of the conversation Dick his trying to walk out the door but the manager is following him and keeping the conversation going.)
Manager: How was your service?
Dick: It was okay but it really took a long time to get our food, my wife's food was cold, it doesn't encourage us to come back.
Manager: Oh I didn't know about that and again, I apologize and we really want you to come back. I hope you enjoy your steak.
Dick: Well, yea, after I drive home, don't eat with my family and it is cold.
Manager: Well, I really do apologize for that but typically when we replace your food, we tried to make it right.
Dick: Okay.
(Tries to end the chat and leave).
Manger: We really would like to have you come back.
Dick: Honestly, a series of little things, and I drop $25 on a steak that I am going to eat at home or tomorrow, I don't think I will come back.
Manager: I apologize. Usually when we fix the mistake we feel like we have done enough but let me give you a free dinner pass for two.
Dick: The things is, I want to feel like you want me back before I make a complaint. There was nothing about my experience here to compel me to come back. So I appreciate it but no thanks. I decided to talk to you not to get something free but just to inform you that I didn't love my experience here.
There was more similar dialog and Dick left without taking the free offer despite repeated attempts. Dick and Jane have no plans at all to return. Later, our hypothetical Dick wondered if he was expecting too much or was overly critical. Should Dick ever read these forums and the measured responses here, he would be satisfied that the restraunt could have tried a little harder. One piece of pie or two, or even the offer of them, would have completely solved the problem. Thanks for all your replies.
Once upon a time I was MrCere. I still am but this name is for posting and being part of the community while that one is for official business. 8-)
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Alassëa Eruvande
Valinor
Mar 7 2007, 5:14pm
Post #11 of 18
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Don't order steak when dining out with the kiddies!
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#1. Did the eating establishment 'do right' by Dick? Yes or no and why or why not?
Yes and no. It was right of the manager to offer a new steak, but after the explanation about the fidgety kids, he should have offered at least to remove Dick's meal from the bill. And given them a gift certificate for a free meal for the next visit. (That has happened to us, incidentally. Although the second visit was as poor as the first.)
#2. If you were Dick or Jane would you return to this place? Why or why not?
We usually give a place one more try before we boycott it altogether. If the second visit is poor, we cut that restaurant from the list. We have also learned not to order steak when we dine out with the kids. Both Mr. Eruvande and I like ours well done, which takes a long time if done correctly. If done incorrectly, you've spent a long time waiting for charcoal, still don't have your meal, and the kids are ready to go. Get the chicken or pasta dish.
And suddenly the Ainur saw afar off a light, as it were a cloud with a living heart of flame.
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River Woman
The Shire
Mar 7 2007, 5:27pm
Post #12 of 18
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Hmmm ... If it was Gordon Ramsey's restaurant I would say ...
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'&*%$"* ?!$^* ?:+*^"! and take it off the bill'.
If it was Jamie Oliver's place I would say 'Oi! Cheeky boy, you don't really expect me to pay for that, do you? On yer bike.'
And I would never, ever go back again.
Who said the English never complain? 
**** Far over the plain Éowyn saw the glitter of their spears, as she stood still, alone before the doors of the silent house. ***
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Morwen
Rohan
Mar 7 2007, 5:38pm
Post #13 of 18
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It sounds like Dick got the response he wanted, but to late.
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Do you suppose that if the manager had offered the free dinner pass at an earlier point in conversation, (such as right after the line "It was okay but it really took a long time to get our food, my wife's food was cold, it doesn't encourage us to come back") that Dick (hypothetically, of course) would have accepted the offer and considered coming back?
This part of the story changes the situation. Dick explained very clearly what was wrong, and why the manager's solution of a to-go steak didn't solve the problem. If the manager was still reluctant to make things right he is the person at fault. Of course, if the food was only passable, why would Dick and Jane go back anyway?
There are plenty of other restaurants in the world.
I wish you could have been there
When she opened up the door
And looked me in the face
Like she never did before
I felt about as welcome
As a Wal-Mart Superstore--John Prine
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Darkstone
Immortal
Mar 7 2007, 6:00pm
Post #14 of 18
(439 views)
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...in making complaints is to state clearly what the problem is and what you would like done about it. Dick didn't tell the manager all his complaints and didn't give the manager much clue about what he wanted done.
BTW, I tip a waitress solely on the basis of what's under her control. A slow kitchen is the cook's fault, not hers. But if she got the order wrong or, most importantly to me, failed to keep the drinks filled, I'll probably leave only about 10-15%.
Pippin: "When you guys fall, does it make a sound?"
Bregalad: "Are you kidding? Scott fell last week and he hasn't shut up about it since."
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Advising Elf
Rohan
Mar 7 2007, 6:01pm
Post #15 of 18
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Your conversation with the manager is similar . . .
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to a conversation I had with a representative from the manufactureer of our kitchen cabinets back when we were building our house.
The finish of our cabinets was othing like shown in the catalog picture, or the sample. They were full of knots and holes, while the pic and sample wre smooth and pristine.
Aside: it's called a "distressed" look, but the only lokk of distress was on our faces. My opinion is they found a way to use culled wood in the cabinets and charge people more for them.
Back to the issue: He wouldn't agree to any kind of replacement, or anything, but kept saying, "We want to make sure you're a satisfied customer." or some such drivel. I kept trying to end the conversation with subtle hints like; "Well, we're not getting anywhere here. Thanks for coming out."
The difference is that they didn't do squat about it. The company we bought them through took the hit on it.
"I haven't any right to criticise books, and I don't do it except when I hate them. I often want to criticise Jane Austen, but her books madden me so that I can't conceal my frenzy from the reader; and therefore I have to stop every time I begin. Everytime I read 'Pride and Prejudice' I want to dig her up and beat her over the skull with her own shin-bone." - Mark Twain
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SandWitch King
Rohan
Mar 7 2007, 6:13pm
Post #16 of 18
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She wasn't great either but good enough.
Once upon a time I was MrCere. I still am but this name is for posting and being part of the community while that one is for official business. 8-)
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SandWitch King
Rohan
Mar 7 2007, 6:19pm
Post #17 of 18
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Dick tells me he wasn't looking for anything specific
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He just wanted SOME response so that he would know the establishment cared and might take care next time. A discount, free anything, something extra in the 'to go' box, a coupon for next time, a scoop of ice cream, ANYTHING at all.
Dick wasn't all that mad, just will try something else next time.
Sadly, the food is decent, and the hypothetic steak was good the next day but blah.
So many places to eat, so little time.
Once upon a time I was MrCere. I still am but this name is for posting and being part of the community while that one is for official business. 8-)
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GaladrielTX
Tol Eressea
Mar 7 2007, 6:29pm
Post #18 of 18
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I agree with your last sentence.
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There are many good restaurants (around here at least), and dining at them is a real treat for me. I would choose a place I've always liked or a new place that intrigues me over somewhere that disappointed me, unless it was convenient and I was in a hurry or something like that. I might try it again in cases like that, that warranted taking a risk.
It sounds like the manager at your restaurant may have been inexperienced. Her higher-ups probably told her what to do in case of a complaint: Substitute a new steak. That's probably worked so far (notice how insistent they were about giving you that as a consolation prize) and she hasn't had to think about a case like yours where that's not satisfactory before.
~~~~~~~~
I used to be GaladrielTX, but my TX ran away with the dish, the spoon, and my modding powers.
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erm....
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