I treated my daughter and son-in-law to lunch. The appetizer was scanty and lukewarm. A side order didn't show up until after we'd finished eating. Our glasses remained empty even as we spied the waiter sitting and chatting.
Printed on the check was a "How'd we do?" survey. I filled it out.
Two days later, a manager called to apologize -- and to offer $50 worth of gift cards. Sometimes it pays to complain.
"They cannot fix the problem if they don't know about it," Tschohl says. "You're doing the company a huge favor if you complain."