I Do Love To Complain

Some people have even said it is part of my DNA, to complain. They may be right. Then again, I’m just as quick to compliment, so hopefully in the cosmic scheme of things, it evens out.

I just believe that service should mean just that. Service. I have e-mailed a manager to compliment the greeter at Sam’s Club, who is a little retired lady that always hugs me and Ron when we walk in. She is just too cute and has a smile for everyone. A genuine smile. I’ve written a complimentary comment card on a lady who used to work at the deli counter at Giant Eagle for graciously putting up with me and helping me with my choices when I didn’t know what the heck I wanted. And, I’ve personally called the manager at a restaurant to tell them how impressed I was with one of their waiters who had waited on us the night before. I had been so impressed with not only his professionalism but also his quick wit and personality in dealing with us all night. This list could go on and on.

Those are my favorite calls. Sometimes, the unheralded masses among us go about doing their jobs day in and day out with little reward or praise. A call or an e-mail to a manager most times makes it back to the employee. At least then they know that someone appreciates their talent for service.

On the other hand, I’m also quick to jab when I feel something is terribly amiss. This list also is too long to mention them all. Like I said in the beginning, I do love to complain.

When I was home last weekend, I picked up the last gift I needed to get for Christmas. It was a gift card to a restaurant. I don’t want to mention which restaurant, just because the receiver hasn’t received the present yet, and if I mention what restaurant, it may spoil the surprise!

Anyway, Ron and I stopped into the restaurant on Friday night well after any dinner rush hour. I said I wanted a gift certificate. The gentleman behind the counter basically told me to just go away as he couldn’t help me. They just got new gift cards and he didn’t have any idea how to work them. Of course, I asked for a manager, who perhaps would know more than he does. Then he dropped the bomb that indeed, he was the manager. I made a comment I shouldn’t have about the quality of people they are hiring that would tell a customer to just leave since they don’t know how to do their job. He said oh well, and basically don’t let the door hit me in the ass on the way out.

In case any body missed it, I was also born with a temper. I’m pissed. I am in no mood to go traipsing through town looking for another branch of this restaurant, nor am I in a mood to come up with a back up plan on a gift, so I basically said to Ron to just take me home.

Saturday coming home from the Christmas party, I decided to be brave and try again. We did find another branch of this restaurant and went in for the gift card. This time, a young lady was the victim, I mean employee, that I had to deal with.

When I told her that I wanted a gift card, this time I got an explanation. She said that corporate had just changed the way they did gift cards, and that no one had been trained on the new procedure yet. Oh, great. But, she added that if I could hang in there, she’d give it a shot and try to figure it out. Hello? Is this service I see? She wasn’t even a manager, just an employee. I told her about the manager at the other location, so if she was willing to give it a try, she could take her time and I would wait patiently.

She tried a bunch of things but so far nothing. Then she actually picked up a phone and called someone (I think another employee based on the way she was talking) and that person actually talked her through the process. The gift card was purchased, and I thanked her profusely for digging in and getting it done.

When I got home, I went to the restaurant’s website and found the magical button that says “contact us” and away I went.

I explained how one manager told me to “go away” and one employee said “I don’t know but I’ll try to figure it out”. Even if I never heard another word about it, sometimes just the writing of the e-mail can make me feel better about it.

I just received a phone call from the Regional Manager of the chain. He thanked me for writing and said that the “go away” manager will be given a talking to. I’m jiggy with that. I reminded him that the second part of the e-mail stated that he had also had an employee with a get it done attitude and she should be commended. He assured me that he would also be talking to her.

Two hits with one e-mail – awesome!