Saturday, November 15, 2014

Typing Out Loud: The Customer is Always Right?

I'm sorry... we don't serve ketchup with filet.

There has been of rash of stories in the news lately of outrageous claims by disgruntled customers, who get their comeuppance by owners who just aren't taking it anymore.

Examples?

A woman in Kansas City requested takeout from a restaurant that plates 7 course meals and does not offer takeout. She threatened to write a scathing review on yelp (which she did) and sue because her husband is a lawyer. The restaurant basically said, "bring it on."

A similar situation happened locally, where a bargain hunter wandered into a favorite establishment on a Friday night, dismayed that she would have to wait for a table since she had not made a reservation when at least "4 or 5  other groups that came in after her were seated right away." Jenna stood her ground, maintaining the restaurant's policy of priority seating for patrons who make reservations.

I have been a carhop, hostess, waitress, cook, bartender, drink girl, and event planner/organizer. I have worked in customer service and public service positions in a variety of fields. Having been in the work force since the age of 14, this is what I know:

The "customer is always right" is NOT a rule, it's a business philosophy.

Let me explain.

The philosophy of "CIAR" is based in discovering customer service solutions and better business practices. Take the angry bistro lady: had she perhaps calmly explained her dilemma, perhaps the owner would have said, "you're right, we should offer a bistro menus for patrons on the go," and come up with a solution that would create a win-win.

But it's not a rule. Given the art of plating and presentation for fine dining, throwing a dinner that should be served on a hot plate into a Styrofoam container to be eaten with a plastic fork is just wrong. And the idea of a customer always being right creates entitled patrons who feel it is their right to abuse staff, create unreasonable demands, and worse of all, stiffing wait staff on tips. It creates an atmosphere where the server becomes the servant.

You do have the right as a patron spending hard-earned dollars to have a great time. But don't abuse that right.

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