I think many people are uncomfortable complaining face to face with management because they were taught not to complain or are wary about what the response will be. I've seen interesting responses when I or a fellow customer have complained to business owners or management. Some have been receptive, some have been belligerent, and one even ran and hid at the back of the restaurant.
I'm planning on being at Waldo's sometime tomorrow for lunch with Sister Rose and Nephew Rose #3.
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