Originally Posted by SWAcapt

Mike, if your manager was doing his job, the customers would not be angry. Are they angry about the products or the service? Don't forget that those 'jackass customers' are putting you through school and putting food on your table.
I went to Tony Romas for dinner the other night with my wife. They were very busy with a 30 min. wait for a table. We decided to eat at the bar as there were two open seats. After 12 mins sitting there without being acknowledged by the bartender, I decided to leave. On the way out, I asked the hostess to pass to the manager that he just lost my business do to poor service. She politely asked me if I would please tell him directly as he would really want to know why I was displeased. I told my story to the manager who was very apologetic and asked if I would please reconsider and that he would seat me immediately. He personally seated us, brought over a waitress and personally introduced her and instructed her to comp our first round of drinks and a free appetizer of our choice. Do to his superior management skills in turning a disappointing situation into a great dining experience, I will continue to frequent this restaurant. Studies have shown that a customer that has a poor experience will tell an average of 9 people whereas a customer with a positive experience will tell 3 people about it.