Is the customer alway right? Or is it ok to say no to a customer when they demand too much?

As a firm believer in doing whatever it takes. Going above and beyond expectations. When is it ok to say, "I'm sorry, but we just are not going to be able to meet your expectations tonight." I love to make unhappy guests smile, but sometimes do we have to draw the line and cut our losses. Maybe after the 5th redone entree, or the 3rd "wrongly made" bar drink.

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Permalink Reply by Bryan on December 10, 2008 at 9:20pm

It does seem absurd to complain about a few bucks when you obviously have lots to spend, but it is probably how he became rich in the first place.... I mean, this person probably takes every advantage he can.

The scary thought is that the same animal instinct of "hunting and gathering" and providing for our own personal means is in all of us. Most of us have our limits, but some stampede into Wal-mart on the day after Thanksgiving to save a few dollars without regard to the life of others. There has to be a balance of when to complain and fight for what is correct in price or value, and when to just not worry about paying a little extra in order to truely apprectiate the feelings of the workers that provide us with goods and services.

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Permalink Reply by susan holaday on December 11, 2008 at 5:58am

I think most people do see that there are limits. But circumstances of the past almost decade - since 9/11 - do seem to have frightened a lot of people into a "me first" position. That stampede at Walmart is more than a little horrifying.

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Permalink Reply by Deb Scott on December 12, 2008 at 11:51am

I agree you can't make everyone happy, but we can do better.

We can blame Marshall Fields who said "Right or wrong, the customer is always right."
I personally think that customers who have scammed restaurants have made restaurant managers skeptical to the intent of all customers who complain. I've seen managers run and hide too often leaving servers to blame the kitchen. Servers give up on getting a good tip, and avoid the table.

Handling customer complaints is an art that many in our industry could use some guidance. Knowing how to satisfy a demanding guest can keep from redoing a 5th entree, or 3rd wrongly made bar drink.