Day 072 - 12 Jan 95 - Page 24


     
     1        A.  Very rarely.  As you can see, I gave some copies of the
     2        diary and the same lady had complained, I think, twice.
     3
     4   Q.   Why did you decide to get a diary to record this?
     5        A.  Again it was a management tool so I, as a manager,
     6        could assess the restaurant's performance while I was not
     7        there, and if anyone came back to me with a query then
     8        I could check the diary to see what had been done or what
     9        had been complained.
    10
    11   Q.   How many complaints had there been before you got the
    12        diary?
    13        A.  Very few.  If I can -- apart from the ones that have
    14        been documented in head office, I could probably only
    15        recall one.  I am not 100 per cent sure, but there were
    16        very few at that time.
    17
    18   Q.   I cannot remember offhand when the diary was disclosed but
    19        I think it was during the middle of last year or something
    20        like that so we do not have the end of the year.  Are there
    21        further complaints registered in the diary since?
    22        A.  On environment/index.html">litter?
    23
    24   Q.   Yes.
    25        A.  I do not believe so, no.
    26
    27   Q.   So you do not think there have been any complaints since
    28        around the middle of last year?
    29
    30   MR. JUSTICE BELL:  The last page is 10th May last year.
    31        A.  I think there may possibly have been one, but I would
    32        have to check with the diary to see.
    33
    34   MS. STEEL:   You think there could be more -- at least one?
    35        A.  I could not say.  I have not looked for every single
    36        page and totted up the amount of complaints.
    37
    38   Q.   The complaints that are recorded in there, they are only
    39        the ones of people phoning up the restaurant?
    40        A.  Phoning or coming in in person.
    41
    42   Q.   You did not include the letters that people sent?
    43        A.  To head office?
    44
    45   Q.   To either head office or to the store.
    46        A.  I said there was only one letter that I can recall
    47        concerning environment/index.html">litter and the ones in head office.
    48
    49   Q.   Would you include them if you got letters to the store or
    50        is this just a diary of complaints, either on the phone 
    51        or  ----- 
    52        A.  No, I would not include the ones from head office 
    53        because they are documented in the letter.
    54
    55   Q.   What about the ones sent to the store, would you include
    56        them?
    57        A.  There was only one but this was before the diary was
    58        being used.
    59
    60   Q.   I am trying to establish what exactly you are doing with

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