A lot of shops have a "Would you return?" type of question. It's easy to answer when both customer service and the product/service you're checking are awesome and when both are poor.

What about those cases where you may have, say, great food, but poor customer service? Maybe you feel like it's a 50/50 split between the good and bad. How do you usually answer? I'm not necessarily asking how you think we should answer, but how you personally answer those? Just a curiosity of mine.

Also, I find it interesting as a real life phenomenon too. There can be a business with a fantastic service or product, but the staff they employ mess it up. The CEO's vision is thwarted by having a store staffed with crappy workers. Then, you could have a not so great product, such as a fast food restaurant serving poor quality food, but have fantastic customer service. It makes that place welcoming and gives you good vibes. You might subconsciously rate the food better, b/c the staff were so polite, attentive, and friendly.

Edited 1 time(s). Last edit at 07/16/2020 06:05PM by shoptastic.

Personally for me I do not mind a fairly low service if I like the food. If the servers never were around or came to my table very late and/or spilled the plate all over putting it down I would lower the score but if the service was even a 4 or 5 out of 10 but I loved the food that is what is important to me. So for awful food I personally would not return no matter the service. I see this question as a balance, taking price out of the balance for mystery shops.

Poor food or insanitary conditions would be main reasons that I would not return.

I used to go to an average food diner (IHOB/Denny's-style) run by a mom-n-pop team right off the freeway from a work drive I made. I ate there once or twice a week. The food was average - definitely not poor. I could have gotten equal or better elsewhere. Prices were average. Service was fantastic. They had a family feel to things and I always felt cared about there. ...So, that's an example of me returning on strength of service.

I'm the same in that I've never gone back if the food or product was horrible and service was fantastic. You cannot make up for that in my book.

Stank, please.



(As in: stink, stank, had stunk.)

If either the food or the service were bad, I would not return. Great food bad service is bad for the mental health, so no. Bad food great service can be dangerous to physical health, so no. YMMV.

If the service is bad but the product is great I would overlook the service unless it was consistently bad in which case I would have to decide if the great product is worth overlooking the service. Also is the product available at other locations of either the same establishment or a different establishment but same product.

Ex #1 product is a Griffin widget (Not food) at Lowes on Main St. The service sucked but we know how great the Griffin widget is. I could try the Lowes on Smith St to see if they have better service or as Home Depot also carries Griffin widget and has better service just go there.

Ex #2 product is a NY Strip Steak at Texas Roadhouse on Main St. The service sucked but we know how great their NY Strip Steak is. I could try the Texas Roadhouse on Smith St to see if they have better service or as Longhorn Steakhouse also carries a NY Strip Steak and has better service just go there.

If the product is bad but the service is great I would go a different way depending on if the product is food or not.

Ex #1 product is a Flash widget at Home Depot. I find it is absolute junk. The salesman was great very knowledgeable and helpful. I could see if there is a comparable widget that is better, which is how I found Griffin's widget or decide that despite Home Depot's great service they only carry junk and not go back.

Ex #2 Product is a Beef Wellington at Mom and Pops Steakhouse. I decide that it tastes horrible but the server was very accommodating and provided stellar service. Lets assume this is the only thing I like on the menu. I am not going back. If their were other items I liked and being a shop allowed to order then due to the service I would go back unless I found all their food to suck. I would then decide to go elsewhere. I decide to go to Gordan Ramsay's Steak as I really want a good Beef Wellington.

Note: I just chose business names and products at random and are not saying they are good or bad in real life.

I mainly focus on the product. Service is secondary.

If either food or service were bad enough to spoil my experience, I would not return based on that bad experience. I would not return for bad food, no matter how great the service.