As household budgets are squeezed, the pressure to enjoy a meal out has risen – and with it the expectations on restaurants.
But anyone who has worked in hospitality knows it is a very human and often chaotic endeavour. Mistakes are unavoidable.
So what’s the right way to complain when something goes wrong? How do you get your money’s worth without stepping out of line?
The Money team asked five experts for the answers, including top chefs, the King’s former butler and an etiquette adviser.
Know your food
“Different countries have different ways of complaining and the UK is notoriously very, very bad,” said Brian Mcelderry, a chef with almost 50 years of experience.
The Newcastle-born 66-year-old has cooked professionally in Saudi Arabia, Dubai, Libya, Switzerland, Malta, France and New York – but, for him, it’s the British diner who is worst at finding fault.
In the US, restaurateurs encourage guests to complain and customers are upfront and confident.
“In France, most people that eat in restaurants also cook so they know the culinary standard, they know how to complain and they don’t complain frivolously,” he says.
But in the UK, Britons are either too timid to complain or don’t know what they’re complaining about, says Mcelderry, executive director of the British chef’s union, Unichef.
The number one dish they mistakenly kick up a fuss about? Steak, according to almost all the experts we spoke to.
If you don’t want fat, don’t order the ribeye. If you want it well done, expect a 15-minute wait.
Mcelderry recalled one customer sending back three steaks in a row. When it came to serving the man his fourth, the chef made a personal visit.
“I put the steak in front of him. I pulled up a chair and I said to him: ‘I’m going to watch you enjoy your meal and make sure that it is perfect, sir.’
“Low and behold it was perfect the fourth time.”
It’s all about…
