Comments on: How Is Everything?

By: jameystegmaier

jameystegmaier — Tue, 05 Jan 2010 19:50:48 +0000

“Speak up if something can be fixed” is perfect advice for all of us consumers. I will keep that in mind from now on.

By: Penelope

Penelope — Tue, 05 Jan 2010 19:46:46 +0000

“This Grey Goose dirty martini with three olives is spectacular, thanks for asking!”

I’m kidding. When I’m not actively paying attention, I fail with my approval. It’s bland.

“It’s great!”

I do speak up if there’s something I think can be fixed, whether it was specifically asked about or not. (This does not apply if I’ve simply ordered something I don’t care for, I’m only referring to an error on behalf of the restaurant.)

However, I think I’m the minority on that one.

By: jameystegmaier

jameystegmaier — Tue, 05 Jan 2010 19:29:56 +0000

That’s a great way to pose that question. So my question specifically for you is: How do you reply when you’re at a restaurant and the waiter/manager asks you, “How is everything?”

By: Penelope

Penelope — Tue, 05 Jan 2010 18:44:22 +0000

When I was a server I always asked this question, but frequently and was specific. No one is having “everything”. I think asking how “everything” is implies that, if you shut your eyes, you may not even know what these customers are drinking/eating.

“How is your Cabernet?”

“What do you think about the salmon feature tonight?”

I found that people will answer a specific question with a specific answer:

“I love it! Thanks for the recommendation!”

“The sauce on this fish is amazing!”

Or maybe not so enthusiastic:

“Actually I don’t care for it.”

“The salmon is a bit dry.”

Then I can actually fix the issue! And, of course, I do think it is unquestionably necessary to make eye contact and listen to the answer, whatever it may be.

By: jameystegmaier

jameystegmaier — Fri, 19 Jun 2009 00:02:45 +0000

Both good points. Trev, you’re right that you don’t want to focus on the negative. And Margot, you’re right that many customers won’t want to get in a conversation with the manager about the food, but they are interested in leaving feedback later.

By: margot

margot — Wed, 17 Jun 2009 16:52:23 +0000

If I really have constructive advise, I feel the return address postcard is the place for that, I can write my thoughts and then if the manager called and asked me for further explanation that would be very personable. As a customer next to a table with another customer that would want to share their dining experience or advise with the manager at the table, the general atmosphere around would turn academic ruining my relaxing and possibly romantic dinner.

By: T-Mac

T-Mac — Wed, 17 Jun 2009 11:56:15 +0000

Perhaps…”What can we do to offer you a better dining experience?”

(Might sound too professional/stuffy, but in my opinion, “What can we do to improve?” gives a slight indication that you’re doing something wrong. I’d prefer to give them impression that you think you’re doing everything right, and that you’re so good that you want the customer to come away from the table with that “wow” feeling that women experience with Adam or even bigger Papi.)

By: Adam

Adam — Tue, 16 Jun 2009 21:10:47 +0000

You say, “is that it” but what you mean is, “oh yeah, that’s it.”

By: Nancy

Nancy — Tue, 16 Jun 2009 21:03:07 +0000

See, the problem with that is that it’s a closed question. You can’t ask yes or no questions. It has to be open-ended so you truly get feedback. It wouldn’t make sense to say “Do you need anything else” because that doesn’t open the door for me to say, “My halibut was overcooked.” However, it might have worked in your situation with “do you need anything else” and she can respond “wait, that was it?!?” Just kidding!!!

By: even bigger Papi

even bigger Papi — Tue, 16 Jun 2009 21:00:57 +0000

“No…I’m satisfied.”