How to handle unsatisfied customers

We went to AlHambra restaurant at the Sheraton the other day. We had a very bad experience over there. Something major went wrong with the dessert so we called the manager. He handled the problem in the worst way possible, I decided to leave the place and head back home, but my friend was so offended by the way he was treated that he stayed and took the problem to a higher level, then higher, till he reached the general manager.

At that point I was peacefully at home getting ready to sleep. My phone rang as I was getting into bed, and there was my friend telling me the following:

“I told the GM about the problem, and how they handled it, and he was more than great with me, he solved the problem, made feel better and just before leaving he insisted that I accept his offer. You won’t believe his offer.”

Me: What offer?

“He told me that you and your friend are invited to stay for 2 nights at one of the hotel’s suites, either at the 4 points or the Sheraton itself! We chose!”

Me: What!!?

“Even when I told him I’m not sure my friend would accept, he said that he is ready to pick the phone and call you and insist that you accept the offer! he asked for your phone number too”

We’re not decided whether we should accept this offer, but aside from that, isn’t that what all managers should do when a customer isn’t satisfied? I don’t mean every restaurant should get their unsatisfied customers a suite šŸ˜› but just be professional about it, go that extra mile and show the people that you care and want to retain them as customers, for life!

They messed up big time, AlHambra and even the Sheraton’s image got shaken that day, but the way they ultimately handled the situation got me sucked right back in.

What do you say? Accept the offer or make a point by not accepting?



This entry was posted on Sunday, July 5th, 2009 at 6:59 pm

17 Responses to “How to handle unsatisfied customers?”

  1. Aurous says:

    I say accept šŸ™‚
    this was a nice gesture on their behalf

  2. Bu Yousef says:

    If whatever they did was REALLY bad… then accept the room but maybe for one night only… Enjoy whatever you decide.

    At Al Forno last week the food was average overall but not bad. One of the dishes was too salty and my brother didn’t eat it. When we were asked how the food was, we said ‘good but the risotto was too salty’. The manager offered us an alternative free of charge, but we said no thanks as the rest were already half way on their main course. I was very impressed not to see the salty risotto on the final bill. Even with the average quality, I will never hesitate to go back.

    Ps the pasta was so so but the pizzas good.

  3. Purgatory says:

    You always have bad experiences with restaurants, why not just cook at home ;p

  4. Daddy's Girl says:

    why would u want to leave ur home to stay in a suite 3ndohom???

    walla accept it if its a suite in another country!

    b3dain experience of customer service in q8… if they have a global office/headquarters somewhere… just email that headquaqrter o u will see il tharaba o il ettiquette minhom ishloon yeseer… yet2adebon theech il sa3!

  5. Marzouq says:

    Accept it and do what in Kuwait! lol

    But that is the right way to handle it, too bad it went that high up to be solved.. then the people below him were incompetent and couldn’t handle the job correctly and to rectify the minor issue!

  6. Ansam says:

    Thats nice of them… but they should have offered something more reasonable, like dinner for two -in any of their restaurants- vouchers to make it up to you rather than stay in a suite in your home town! It does not make sense to me. I have written about how disappointed I am with customer services here and how its all handled! Seeing your post gives me hope hehehe there are good managers after all huh?

  7. joy says:

    accept accept accept
    spoil ur self why not
    and trash the place when u leave loooooooooooool

  8. Ali says:

    The same incident happened with me , horrible food… they call you to make up and blah blah ! dont even bother accepting the offer… it sucks and they better do something to fix the customer service!

  9. Abdulmohsen says:

    Accept… you can always feel good when you steal their robe and flip flops!

  10. Abid says:

    Don’t accept; you need to make a point.

    Just say thank you to him, and tell him that while you appreciate his offer, you don’t want free suites, just better customer service in the first place….

  11. Sulaiman says:

    i say accept … o etha hatha send it to me with my regards

  12. rrr says:

    accept ! but ive realized that wherever you guys go you get into problems with rest’s .. shisalfa ;p ?

  13. Omar says:

    Make a point by not accepting :/ As if you’ll ever listen to that.

  14. Bo9ale7 says:

    Yeah i will share it with Suliman šŸ˜›

  15. um.. excuse me bes offering a suite for meal trouble seems like overcompensation. dont listen to the snobs, accept. its nice of them.

  16. Wa6n_3Mri says:

    Dude! DO NOT ACCEPT THE OFFER! 6igaww elthigill lool

    so they can know, that it’s hard to sustain a customer!
    if the suite was somewhere in Europe wala the STATES fa
    “6ibay 7ayach” lol

    madri… the perks should be more tempting! and I’m not intrested! (ahm shay I made it about me! ) lool

  17. Layz says:

    I think you should thank them for their offer and I wouldn’t enjoy it deep down inside since everyone makes mistakes and Ibelieve their offer is much more than a reasonble one. You should just give them advice not to repeat it again and to be very accurate and perfect if they do not want to loose their reputation (which they do not).