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/ the •vtUaae fouire qutrr litr. * \977 JEhr Vtllagr frqutrr JOURNAL VOLUME FOUR, NUMBER THIRTY 4512 W. RTE. 120, MC HENRY, IL 385-0900 MARCH, 1982 ? s s n w m IMPROVING CUSTOMER RELATIONS The bar at the Village Squire of McHenry, where all kinds of fresh fruit drinks, ice cream and coffee drinks, as well as eight different kinds of beer are served. WHEN YOUR MEAL DOESN'T MEASURE UP - SPEAK UP I was hosting one day, at the Squire in McHenry, when a lady-customer asked to see me. I went there and she said: "I've eaten at the Squire before, several times, but I've never had greasy french fries, like these today, and I don't like them." I apologized, and had an order of hot crispy french fries for her in just a couple of minutes. She was very happy and thanked me; I was very happy too, for not only could I correct her com­ plaint, but for bringing to my attention something we did wrong in our restaurant. Another day, I had just picked up the mail and I was coming into the restaurant, when I overheard two gentlemen talking as they were walking out and one of them complaining how dry his "fish fry" was. I stop­ ped for a moment, I introduced myself to the customer, and I asked him if he told anything to his waitress about his dry fish. Said he: "Oh, no that's OK, I don't like to complain." "But you were not happy with your meal?", I asked. "Yes, it wasn't very good fish, but don't worry about it." If someone asked me what is a serious problem in the restaurant business, I would answer: "A customer who leaves the place dissatisfied and silent." As hard as we try to serve good food and drinks in a good man­ ner, we're not always successful doing this. No matter how high we set our quality standards, we know there will still be times that a steak will not be cooked to perfection, or your lunch won't be served as quickly. If you don't like what your waitress brings you, politely tell us about it. You will do our restaurant, as well as yourself, a favor by registering any fair com­ plaint on the spot. After all, it's your money. The customers we respect very much, are those who quietly let us know if something was wrong with their food, drinks, service, or the place itself. If we are not pleasing someone, we want to know about it, and we will satisfy eveVy reasonable complaint. (3- ?(/