This week a complaint about a restaurant on Trip Advisor went viral after the chef of the Blade Bone Inn’s response to the complaint was posted below it. The reply from Kiren Puri was tweeted by thousands within hours and he told the Daily Mail that the review was ‘unfair and untrue’, and said the complainer was the kind of customer who is a ‘disease upon our wonderful industry, and it must be addressed’. The review is available to read on Trip Advisor so make up your own mind. It does raise lots of questions however. As customers we reserve the right to complain – but how is the best way to do it? Here we have reblogged a great article printed earlier this year on Eatocracy by contributor “Manuel T. Waiter” which we think points all of us in the right direction…

Eatocracy

This is the ninth installment of “Eat This List” — a regularly recurring list of things chefs, farmers, writers and other food experts think you ought to know about. Today’s contributor is the pseudonymous “Manuel T. Waiter.” He’s the author of the wildly popular blog Well Done Fillet, and works as a waiter at an undisclosed restaurant in Belfast, Ireland. He’ll be right with you.

Complaints, eh.

Complaints are magical little moments that allow you, as a waiter, to look deep into the soul of the guest and see what makes them tick. You see beyond the well-dressed (or otherwise) exterior and deep down into their insecurities and paranoid psychosis. Or something, not that I want to over-think things. Sometimes a steak is just an overcooked piece of meat and not the start of a mental breakdown.

But quite often when a customer complains it’s less about you or…

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