Unfiltered Story #153756

When a guest takes our online survey and rates us anything lower than a top rating of “5”, the survey details are emailed to me.  This guest gave us a “1” score on all categories; friendliness, food quality, speed of service, cleanliness, etc. with no specific details listed.  I call them to find out more.
Me: Hello, this is  (name ) with (restaurant).  I wanted to speak with you about your last visit with us and find out what I can do for you.
Guest: Oh we love coming there.  This time the air was so cold.
Me: I’m sorry it was uncomfortable for you, but if I may ask, did you ask to speak to a manager to adjust the temperature?
Guest: No, I didn’t want to put you out, so I just thought I would let you know this way. Actually, after I put my sweater back on I was much more comfortable.