The Fun Side of a Service Failure: Or - Why a Company Should Have a Contact Us Connection

Once in a great while, we each encounter service challenges. The experience simply didn't live up to its expectations (I think that is called the Expectation Gap) and my family and I survived one this evening.We were in Bellevue, Washington for my daughter's cheer leading competition - and we chose to go to dinner at McCormick & Schmick's (now part of the Landry Group of restaurants). The menu offered three types of crab and I was in the mood for some Dungeness Crab. One option was Lemon and Garlic and before ordering I asked our waiter some questions (yes it would warm) and a couple of other small items and placed my order. When the meal arrived, there were 3 large sections (call that a crab and a half) and it was in a deep bowl presented on top of some greens, mushrooms, and other vegetables (which I assume were tasty - but never tasted (see copy of message to the leadership below).Needless to say - I held two conversations with the manager and never did they offer any form of adjustment (mistake in my humble opinion). Now the story gets better. I decide I will contact the leadership and express my suggestions and observations. I went to their website and they do not have a contact us (via the website) button or link (or if they did - it was well hidden). They did have telephone numbers to call and a mailing address to write a letter, but no electronic communication. I could email banquets and make a reservation at one of their locations, but no direct communication option. But - at the bottom of the page was a Facebook button so I clicked it and landed on their Facebook page. So, humble readers, I used their Facebook page to share my story and I have provided a copy of my text here:Dear Leadership of McCormick & Schmick's -I apologize for using Facebook for this message but your website appears to exclude an "e" connection to your leadership -Suggestion Number 1: Add that to your website so I don't have provide public feedback - or if it is on your website - make very easy to connect (examples - look at an airline - they have a contact us by multiple ways so they don't add to a customer's frustration).So - here goes -Suggestion Number 2: Bellevue, Washington - apparently I must have been the guinea pig on a new method for garlic/lemon crab. Now - I understood it was to be "goopy" as a dish- however I never anticipated a presentation with part of the meal below the crab sections, the crab was split but not cracked, I wasn't provided any cracking tools (until I requested them) - I wasn't provided a plate for my shells (they ultimately filled up my bowl with the vegetables (guess what - never tasted the vegetables - since heck, they were covered with shells, and then I had to ask for a picking fork (which the restaurant didn't really have).Now I have picked oh, maybe 200+ Dungeness in my life - so picking was no big issue - but it would have been nice if....Hint #2: provide a plate with some wet (with lemon) towels so my hands could at least feel a little clean - never offered or providedHint #3: if the guest suggests there is a presentation dilemma as to how best to devour the dish - do not have the waiter suggest that no one will really complain if you "suck" it out of the shell - that may be fine in a backyard crab feed - but heck - we were sitting in your restaurant and I didn't feel it was appropriate.Hint 4: When the manager stops by because the waiter (smartly) suggested it since, - the presentation was a disaster and having been told it was a "new" dish - the manager should not only bring a bigger dish for my shells (thank you) but - offer some form of a comp - I wasn't asking - but let me suggestHint 5: Study Marriott (or better yet the Ritz Carlton) and learn how to deal with a customer disappointment - as the best way to earn loyalty is to fix the hiccups while they are in progress and do not have the customer beg for something (not classy - was just simply going to write the CEO a letter - the old fashioned way - but I think Facebook may be better - since now all of your fans will learn from my experience)Hint 6: When the waiter was advised that we were already Landry card holders - he might have considered that this wasn't our first restaurant rodeo - but never even considered that and the manager apparently didn't eitherHint 7: Fixing challenges is easier if your team handles them at the scene - I asked the manager about the job experience of our waiter and was informed that our waiter was in his first waiting job - he was pleasant but under coached - I suggest having a better education program - that is empower them to fix it - offer a free dessert, discount the meal - something - but nope nothing other than to discuss that maybe there could be a better presentation.Hint 8: Pay attention to customers that care enough to write more than a simple message - plus I lead global seminars on Total Quality Service - and great real life experience stories are the best ones - you might want to follow up with me. Now - on that website version - you would have captured all of my contact information - now you'll have to find me the old fashioned way - I hope you do I would like to learn how this experience isn't repeated.Hint 9: My wife reminded me that white wine should be served in chilled/cold glass and not in one recently warm from dishwasher - as warm glasses ruin cold wine.Otherwise - nice location - food tasted well, service was genuine (if simply inexperienced - which I can live with as we all start out somewhere - if you want learn how to coach servers - visit Berns Steakhouse in Tampa - there a waiter will have been an assistant waiter for a year - before being allowed to serve alone and they rarely have service problems) but food quality is only 1/3rd of the challenge any restaurant faces - presentation/ease of eating the meal is another 1/3rd and this was, unfortunately, a failure. I hope you are able to remedy this.BTW - your website would have also requested, the date of my meal (tonight), the location (Bellevue), the time of reservation (8:15), etc. - to make it easier for you to reach out and connect with me.I hope you do.Now - I didn't sign it since they have my Facebook name from the posting - we'll see if they reach out. I will let you know if they do. Service failures occur frequently. It is how a business fixes the problem that separates success from failure. McCormick & Schmick's was a Portland restaurant group (my home town) and they went bankrupt a few years ago and were acquired. Maybe I understand now why they did. Maybe they simply didn't understand TQS - and all service businesses must master total quality service before they can ever achieve pricing power and above average profits. Failures in service lead to business failures and that is a cost a business can not afford to take.