jaguar Senior Member Senior Geek
Join Date: May 2008 Location: The Sunshine State Posts: 414 Real Name: Denise
Had to throw a customer out of my restaurant... Many of you know I own a restaurant and have for more than fifteen or more years. It's a highend, upscale Italian restaurant with a very affluent clientel. We are not Flip or the Stuffy type, for lack of a better term. I like to consider ourselves a very warm and family orintated group of people who make everyone that walks through our doors feel welcome as if they have visited 100 times. I want my customers to enjoy their experience and look forward to the next time that they are able to dine with us. I will bend over backwards and do flips (If I didn't have a bad back! LOL) to assure my customers are pleased. Alright, that being said: I had to throw a customer out of my place last week. This is a first for me, although I have wanted to on several occations!!! (Some for just being plain rude and obnoxious to my employees.) One of my waitresses accidently poured a small amount of wine on this gentleman. She applogized several times and offered to pay for his dry-cleaning out of her own pocket. (I was unaware of this entire incident until the end of his meal when he asked to speak to the owner.) I approached his table in a joking manner after being given the head-up on the incident. I said, "I have a washer and dryer out back, I could have had your shorts washed and ironed before you left!" Well, he didn't appreciate my humor. I offered to pay for his dry-cleaning and comp. his dinner, (Meanwhile the waitress had placed a ten dollar bill on the table next to his check to cover the cleaning.) No, that wouldn't be sufficient. His shorts were ruined and he had paid fifty dollars for them. And his entire evening was completely ruined! "Alright, what can I do to satify this situation?" I asked. I think you should buy me and my friend dinner. At this point his male friend and him are standing up (his friend was obviously embaressed as he had his head down and never uttered a word.) and he's becoming loud and belligerent and obviously disturbing my other guests. I said, "Listen, I have offered to pay to have your shorts cleaned and pay for your dinner, but I will not pay for your friend's dinner or his drinks. If you can't accept this along with my appology then I suggest you leave. He attemped to do just that when I stopped him, handed the ten dollar bill back to the waitress and asked him if he had already paid his bill. "No, you expect me to pay?" He said. "Oh, yes I do!" I said. He attempted to push me aside and walk out. It took every ounce of my being to just let him have his way, but I'm just not that type of gal and I don't work for the glory! So I threatened to call the police if he didn't pay his entire bill. He proceeded to pay his bill, no tip of course, and I may have lost a customer...But, when the entire restaurant applauded me after they left, I felt reassured I had proceeded properly! If all he wanted was a free meal, all he had to do was asked when he walked in and I probably would have given it to him! "Cause that's just the kind of gal Iam! Sorry for the length...What would you have done? Peace, Jaguar (Denise) __________________
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#2 Yesterday, 10:17 PM
Flyback Senior Member True WatchGeek
Join Date: Mar 2008 Location: Northern CA Posts: 20,369 Real Name: Brad
What a shame this had to happen during this time of year when we're all supposed to be more aware of our fellow man. I think you did the right thing. __________________
3 Lastest Threads by jaguar
If n = the number of watches you have, then n + 1 = the number of watches you need!
Flyback View Public Profile Send a private message to Flyback Find all posts by Flyback Add Flyback to Your Contacts #3 Yesterday, 10:22 PM dbranch Senior Member Master WatchGeek
Join Date: Mar 2008 Location: Long Beach, California Posts: 3,937
Jag, I think you handled it just great! it's obvious your customers had your back if he had tried anything, and, I think he was just looking to skate on a dinner...Probably had a bet on with his embarassed buddy...I have the feeling he's just going to be far too embarassed to ever set foot in your place again...Of course I could be wrong, there, and he could just be the biggest ***hole in the world! don't change a thing, Jag! you did just fine... __________________ Kid, you're gonna see the mornin' sun...On the Pascagoula run! dbranch View Public Profile Send a private message to dbranch Find all posts by dbranch
Add dbranch to Your Contacts #4 Yesterday, 10:23 PM
goldie'sdad Senior Member Super Geek
Join Date: Jul 2010 Location: San Antonio / Austin, Texas Posts: 1,316 Real Name: Scott
Denise, If that had been me and I was offered to have my clothes cleaned I would have been more than satisfied. You were completely justified he could have had too much to drink and his judgement could have been clouded. I for one would have taken your gesture as genuine and would have been pleased that you take care of your customers. goldie'sdad View Public Profile Send a private message to goldie'sdad Find all posts by goldie'sdad Add goldie'sdad to Your Contacts #5 Yesterday, 10:25 PM
gman66 Senior Member Master WatchGeek
Join Date: Mar 2010 Location: Citrus Heights, CA Posts: 4,036 Real Name: Gary
Your actions were appropriate for the situation Denise. You tried your best, but this guy was obviously intent on milking it for more. Listen to your guests - they let you know you were in the right. __________________ Bullwinkle: "Hey Rocky, watch me pull a rabbit out of my hat!"
gman66 View Public Profile Send a private message to gman66 Find all posts by gman66 Add gman66 to Your Contacts #6 Yesterday, 10:25 PM
50mm&up Senior Member True WatchGeek
Join Date: Jun 2009 Location: Braintee, MA. Posts: 14,618 Real Name: Rick
You did the right thing Denise, he's lucky I wasn't there witnessing this happen! You don't need a customer like that and I'll bet it was his first time there! __________________
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#7 Yesterday, 10:28 PM
watchmaven51 Senior Member Super Geek
Join Date: Apr 2009 Location: New Jersey Posts: 1,373 Real Name: Rich
Bottom Line ... Bravo to you ... you did and said all the right things to that guy. There comes a time when you just can' t satisfy all, the way you think you might be able. The old expression " you take a finger, then you want the whole arm, that's what he was trying to do to you.He kept testing you to see how far you would go, and he lost!! You didn't lose a customer actually, because when your customers all applauded you, you gained all their respect very highly, and from them, you will probably gain 1 more customer for every 3 or 4 that were there that night just from word of mouth as to what they witnessed, and saw what a wonderful restaurant owner you really are!! Kudos to you Denise!!! __________________ MAY THE LUME BE WITH YOU! Another Day! .. Another Watch!
watchmaven51 View Public Profile Send a private message to watchmaven51 Send email to watchmaven51 Find all posts by watchmaven51 Add watchmaven51 to Your Contacts #8 Yesterday, 10:29 PM
Dave B Senior Member Super Geek
Join Date: Oct 2009 Location: Upstate New York Posts: 2,027
Denise.... Much more power to you. You did the right thing. Your other customers testified to that. What would I have done? I don't know or even PRETEND to know the complexities of running a fine, quality restaurant. But you did offer a compromise, which was not accepted. I understand that a few (not all or the majority) guests eating at restaurants are rude to the wait staff and are waaaay too fussy about the food not being perfect. I did work at a photo lab where a customer wanted their prints reprinted twice 'cause the "colors weren't right." My boss at the time simply said, "Here's your prints. Please don't ever come here again!" Offer the fairest compromise at the time. But if what the guest is asking for is unreasonable, unfair or way out of line.... decline politely and stand your ground. And you did and will in the future too. __________________ " The BEST gift to give is your time to others. Especially reading to kids." Dave B View Public Profile Send a private message to Dave B Send email to Dave B Visit Dave B's homepage! Find all posts by Dave B Add Dave B to Your Contacts #9 Yesterday, 10:31 PM Leed24 Senior Member Super Geek
Join Date: Sep 2009 Location: Phoenix, AZ. Posts: 1,403 Real Name: Lee
Good for you Denise, and a great story ! Thanks for sharing. __________________
Leed24 View Public Profile Send a private message to Leed24 Send email to Leed24 Find all posts by Leed24 Add Leed24 to Your Contacts #10 Yesterday, 10:33 PM
BigBully Senior Member Master WatchGeek
Join Date: Aug 2009 Location: Long Island, NY Posts: 4,851
well, i've delt with people not wanting to pay their bill when i was running security in Bars here in the Hamptons... I used to nicely pull the guy aside and tell him...either way he was going to sign for his bill, it was up to him if he wanted to do it in ink or his own blood.
sometimes it worked - sometimes i had to convince them further...but i always got paid... __________________
BigBully
BigBully View Public Profile Send a private message to BigBully Find all posts by BigBully Add BigBully to Your Contacts #11 Yesterday, 10:37 PM
desert rex Senior Member Super Geek
Join Date: Jan 2010 Location: Virginia /Washington D.C. Posts: 1,603 Real Name: Jeff Davekos
Should of poured some melted cheese on his lap to go with the wine __________________
Master Edmund.J.Mede 10th Dan desert rex
View Public Profile Send a private message to desert rex Find all posts by desert rex Add desert rex to Your Contacts #12 Yesterday, 10:39 PM Join Date: Nov 2010 Location: Lake Forest, CA Posts: 0 Real Name: Scott
WLLYb Junior Member Awesome!
I think you were awesome! I find it refreshing and would visit your place often, for your effort
alone. I am a new Geek and I think I found a new home and my wife agrees ... WLLYb View Public Profile Send a private message to WLLYb Send email to WLLYb Find all posts by WLLYb Add WLLYb to Your Contacts #13 Yesterday, 10:42 PM
BigTim Senior Member Veteran Geek
Join Date: Jun 2009 Location: Kansas City Posts: 977 Real Name: Tim
Denise, if ever this happens to you again, be sure to wish the offending customer to "have a nice day" on his way out. I know it's upsetting, but don't take this kind of stuff personally. There are a
lot of unhappy people out there. And they thrive on bringing others down to their level of misery. __________________ Cad designer, custom jeweler, musician, husband and father, but not necessarily in that order. BigTim View Public Profile Send a private message to BigTim Send email to BigTim Find all posts by BigTim Add BigTim to Your Contacts #14 Yesterday, 10:44 PM
ACE Senior Member True WatchGeek
Join Date: Jun 2008 Location: Fort Walton Beach , Florida Posts: 7,798 Real Name: Louis
I wish I could have seen it. I want to eat there __________________
.* I used to be indecisive
.***
. ACE
Now I'm not sure=
View Public Profile Send a private message to ACE Find all posts by ACE Add ACE to Your Contacts #15 Yesterday, 10:53 PM jaguar Senior Member Senior Geek
Join Date: May 2008 Location: The Sunshine State Posts: 414 Real Name: Denise
I appreciate your positive responses...Anyone in the restaurant business can understand what a 12-14 hour day on your feet, with a bad back to boot can do for one's stamina and patience level...It has been particulary difficult as business is down considerably since last years #'s and I haven't seen a paycheck in over six months. I really felt like telling him to go F*&K himself, but I wished him Happy Holidays instead! (Believe me, I wanted to. But, I'm just not that kind of gal! LMAO! Ah, who am I kidding?!!) Peace, Jaguar (Denise) __________________
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Yesterday, 10:56 PM
kevdawg Senior Member Veteran Geek
Join Date: Aug 2009 Location: Bridgton Maine Posts: 819 Real Name: Kevin
Good thing ,,"Tony" wasn't there,,,,Foget' bout it!! __________________
kevdawg View Public Profile Send a private message to kevdawg Find all posts by kevdawg Add kevdawg to Your Contacts #17 Yesterday, 11:08 PM sherm Senior Member True WatchGeek
Join Date: Mar 2008 Location: Pennsylvania Posts: 8,622 Real Name: Sherminator
It takes all kinds. A room full and every one may have reacted in a different way. You held your grounds; you offered everything to make up for the soiled shorts. You can't please everyone so you have to be yourself and do what you think is right.
I think you did the right thing all around. I'd be thrilled to dine in your restaurant and hope I get the chance. Peace my friend.
Dance in the Snowflakes ~ __________________
sherm View Public Profile Send a private message to sherm Find all posts by sherm Add sherm to Your Contacts #18 Yesterday, 11:11 PM
ACE Senior Member True WatchGeek
Join Date: Jun 2008 Location: Fort Walton Beach , Florida Posts: 7,798 Real Name: Louis
That spill was really a waste of good wine. Whatever kind it was it was too good for his shorts __________________
.* I used to be indecisive
.***
Now I'm not sure=
. ACE View Public Profile Send a private message to ACE Find all posts by ACE Add ACE to Your Contacts #19 Yesterday, 11:15 PM for watches only Senior Member Veteran Geek
Join Date: Mar 2008 Posts: 818
Denise, I owned and operated a well known restaurant for 25 years (over 70 years in my family).
Unless you have run a restaurant, noone can truely understand what goes into it. It can be grueling. I worked over 100 hours a week, and I took great pride, as do you, in what we served and how we treated our customers. I have always believed that you measure a business in terms of how a problem is handled. We all make mistakes, amd I believe you handled the best way possible. Unfortunately, some people cannot be satisfied. You were absolutely justified in your actions. You can, and should, sleep well. Good luck and take care of yourself. Larry for watches only View Public Profile Send a private message to for watches only Find all posts by for watches only Add for watches only to Your Contacts #20 Yesterday, 11:20 PM
Justin Time Senior Member Super Geek
Join Date: Aug 2009 Location: U.S.A. Posts: 1,266 Real Name: Bo
Impressive! I teach high school and have dealt with my share of angry customers over the last 14 years. I can totally relate to your situation in dealing with a belligerent person. You responded admirably, as did the other customers. __________________
Justin Time View Public Profile Send a private message to Justin Time Find all posts by Justin Time Add Justin Time to Your Contacts #21 Yesterday, 11:25 PM Bezor Senior Member Senior Geek
Join Date: Jul 2010 Posts: 304
I hope you got his name too. I wouldn't serve him again unless he owned up before he came back (if he ever does). And I agree, I wouldn't worry about lost business. Who knows, maybe the guy was being an ass to the point that he (and his party) were a bother to those around him and wanted him kicked out if they had their choice. Since they applauded, you've got some idea that you did the right thing. I wouldn't be surprised if your sales actually go up. Bezor View Public Profile Send a private message to Bezor Find all posts by Bezor
Add Bezor to Your Contacts #22 Yesterday, 11:25 PM Join Date: Mar 2008 Posts: 209
JJDSEARCH Senior Member Senior Geek
You did exactly what I would want my daughter or son to do, you handled it in a very professional, mature manner. I would not have made it look like a movie scene! But that would have sunk to his level and made things worse. I think your waitress did the right thing also, and you were a great example to all of your employees. These days you never know just how crazy some jerks can be and the situation could have been even worse. Your customers obviously appreciated your behavior. Enjoy the holidays, and hopefully karma will catch up with that guy! JJDSEARCH View Public Profile Send a private message to JJDSEARCH Find all posts by JJDSEARCH Add JJDSEARCH to Your Contacts #23 Yesterday, 11:25 PM mdhorner Senior Member Super Geek
Join Date: Oct 2009 Location: Chicago, IL Posts: 2,463 Real Name: Michael
Job well done. Some people out there are just unbelievable. Oh well, you don't want to have customers like that anyway. __________________
A flush always beats a straight unless the guy with the straight carries a gun. -Norman Chad mdhorner View Public Profile Send a private message to mdhorner Find all posts by mdhorner Add mdhorner to Your Contacts #24 Yesterday, 11:41 PM
BigJoe Original Past Ambassador True WatchGeek
Join Date: Mar 2008 Location: Long Island New York Posts: 25,035
Denise let me say this you where alot nicer then I would have been are friend would have been on the outside looking in from the ground end of story. __________________
Big Joe like's watches and good friends. Take care and be safe. [ Big Joe ]
BigJoe View Public Profile Send a private message to BigJoe Send email to BigJoe Find all posts by BigJoe Add BigJoe to Your Contacts #25 Yesterday, 11:51 PM
Invicta Bigboss Senior Member Super Geek
Join Date: Aug 2009 Location: Canada Posts: 1,468 Real Name: Eddie
I totally dig what your laying down! My parents have a restaurant too for almost 30 years now. They have had do difficult things but when it's yours you have to fight to protect it. For people like your guest there is no excuse things happen and you guys did what you could to make him happy but let's face it your not a soup kitchen and your not gonna give everything away for free you did what you had to, my hats off to you! __________________ Every scar a lesson, every battle a test of what you have learned.