Pulaski

Yeah it's very sad. I had cause to speak to the duty manager at the hotel we were staying in a couple of weeks ago, and he visibly braced for a complaint.

RoadWarriorFromLP

Talking to the manager is fine -- I've done that myself. But when the goal is to chastise someone who was offensive, a note does a better job of getting the point across.

scrubbedexpat091

Bad service in my experience working front lines, usually starts because of management not giving a rats arse, if management or an owner doesn't care, can't expect the employees to care.

Talking to a manager might make the customer feel better, but managers don't really care, you may not even actually get a manager, but just another employee tasked to take complaints as the "manager".

Pulaski

I suspect that if management truely don't give a rat's ass then it will show in the overall establishment, and I wouldn't waste time complaining. I have eaten out often enough to be able to tell the difference between one bad apple and a poorly run restaurant. If the whole place is shabbily run we just don't go back. Round here at least the restaurant business appears to be brutally competitive and poorly run restaurants don't last long.