Flatwater Grill Wait Staff Flubs Customer Service

Popular night spot on the Chicago River at Clark Street misses the mark on Customer Service. Read on to learn the good and the bad that customer persistence can bring.

The Flatwater Grill caters to boaters on the river and takes land lubbers too. However, after calling in for a reservation the customer was seated at a table for two that had space only for one. When her dinner companion arrived after class at law school, the staff pretended they weren't there. To remedy the lack of space they moved to a table for two and then the staff let out the venom.

Moving to a table for two needs special permission at the Flatwater Grill. The wait staff came to reprimand the pair for sitting at an empty table. The wait staff informed them that they must keep the customers in line and have them request permission from the front desk. Unmoved by the wait staff instruction, the pair informed the wait staff that they, the wait staff, could exercise the task of alerting the front desk. What was going to be a delightful night of dinner on the river became a cocktails only event at the Flatwater Grill.

A follow up call to the Grill resulted in further disappointment. After requesting to speak to the Manager the party that answered the caller, claimed to be the General Manager. It would later be found that this person was not speaking the truth. The story continues. The restaurant representative listened to the customer complaint and stated "Okay". The customer indicated disappointment with what had happened and again "Okay". When asked if that was the extent of his interest and after relating that the purpose of the call was to permit management to intervene and correct bad service the respondent was quiet. The customer indicated that a review would be posted of the event. The restaurant representative said to post it on "Yelp". The customer stated, "You will not offer an apology?" The answer was "No." This lack of service and complete lack of service recovery led to a review.

Undaunted, the next day the customer again called the restaurant and requested to speak to the General Manager. This time the response was different. The authentic General Manager was on the phone. He indicated that he was flabbergasted. He was disappointed in the service level at the Grill. He indicated that he would meet and speak with the staff and the party that mis-represented his office. The caller indicated that this response was sufficient. The General Manager insisted on sending a Gift Certificate.

Thus you have heard the bad and the good of service recovery. Which do you want to emulate at your business?