Play nice or be at the business end of my snark. (kettlechip) wrote in bad_service,
Play nice or be at the business end of my snark.

Letter to the Silver Reef Casino, Ferndale, WA

What started out as lousy service at a casino back in November ended up as sort of good service recently.

We had dinner at the Silver Reef, and our dinner came with dessert. Our server had told us that we can have our desserts to go and that they would be sitting up at the deli counter. So long as we put our name on the carton, we could leave our desserts there until we felt it was time to leave. So we did.

Two hours later we were ready to leave, and I remembered about our desserts. I went up to the counter and the lady there plainly stated, "They're not here. Are you SURE you brought them up?" I answered in the affirmative. After all, I had paid for our dessert, I wanted to bring them home. She got all huffy, grabbed a to-go box, got a slice of cheesecake and literally slapped it into the box, and then shoved the box at me and sneered, "I don't normally do this. I won't do it again. How am I to know you're not trying to scam me?"

I was dumbfounded. Several days later I went back to fill out a customer comment card. The night manager saw me fill it out and asked me if everything was okay. I relayed to her what had happened, how this server made me feel like a thief and a liar, and she and her boss knew who I was talking about. They made sure my comment card got hand-delivered to the Director of Customer Relations. Several months later I received a letter of apology from the Director of Customer Relations, along with a certificate for a free meal at their restaurant, which is nice but was totally unnecessary. At least the night manager is really, really nice, as described in the letter I just sent to the Silver Reef.

My friend Ron and I went there the other night, and what dismayed me was that same nasty deli counter person is still there, and she STILL has that lousy attitude.

Dear Sir or Madam:

I would like to take the time to thank you for your prompt reply regarding an unfortunate incident involving one of your servers at the Red River Café deli counter which I had relayed to you via a Customer Comment Card. Your response arrived in the mail, along with your very generous offer of a free meal (which has since been redeemed) and again, I thank you.

I have been a regular patron of your establishment for the past two years, and ever since I first set foot inside I have been extremely impressed by everything your casino has to offer. Very rarely have I ever been dissatisfied with any aspect of your business.

That said, however, I have found myself frequenting your business far less than before, mainly due to the aforementioned server's constant negative attitude. Over time I came to understand Jory's schedule and have made a point to completely avoid the Silver Reef Casino during those times. This in and of itself is discouraging, and to be perfectly honest and frank, a little sad. As someone who has worked with people for the better part of 15 years, I understand not every day is completely pleasant and shifts may not go as well as planned. On the same token, however, I believe that customer service is a priority and that one's bad mood should not ever be taken out on the public, just as an employee should not ever be subjected to a customer's abuse. I had had unpleasant experiences with this server prior to the incident that ultimately led to my writing a comment card, and I must make mention that I have never been short of pleasant, respectful and polite to any of your employees.

When I do feel the desire to visit, I try to make sure it is after midnight when your night manager Suze is on. Suze, I feel, is the epitome of customer service. She has always made me and my friends feel very welcome, always greeting us with a smile and a cheery disposition. She has even taken the time to remember us by name. I will be honest and tell you that she is one of the main reasons why I come back, and every one of my friends and family members who have met her echo my sentiments regarding her outstanding customer service skills. I do not see Suze simply as a server, but more like a gracious hostess who makes my stay enjoyable. That is customer service in its highest form.

I request you not view this letter as a letter of dissatisfaction, but more like a letter of praise. I am not threatening to cease patronage of your fine establishment, but I do hope you see this as an opportunity to rectify some issues, particularly with a member of your staff.

Kind regards,


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