Todays butt head customer

Guy and his wife and 3 kids come in, the oldest child is a little girl 6 or7. The woman asks the waitress is your Chili spicy? My daughter wants Chili. The waitress says yes indeed it is spicy. The woman says ok, give us a cup with cheese and onions. I'm sitting at the computer thinking, spicy Chili with raw onions and cheese for a 6-7 yr. old kid??? The waitress brings it, the kid takes a bite, says it's too spicy, the woman says she so sorry but you'll have to take it back, I say sorry, you were told, it was spicy, I'll take it back but you will be charged half price. This doesn't go over with hubby, and he starts bitching, I told him that were not some chain that can be played like that. I got the old we'll never be back line. they got my old line good, and tell your friends, if you got any, to stay away. I will not be abused by the public, I don't care if he writes 1000 bogus negative reviews on Yelp! Your reaction?
PS. The Chili has a kick, but in almost  11 years, never had any sent back, for it's heat.

I admire your resolve Chewey, but one thing I've learned over the years  is a customer scorned can be a nightmare. The buck ends with you and no upper management governace to interfere is great, but the word of mouth and online reputation damage isn't worth it for a compromise. I wouldn't comp it out of principle either, but I certainly would have given them full credit for it towards the rest of their ticket or exchage for something else. Most people woudn't have done this anyways. There a some kids at that age that truly do like spicy foods. I used to be like that and wasn't a picky eater. I realize that it's now PC not to give young kids highly spiced foods, but that wasn't the case when I grew up where you ate what everybody else did and not some kid friendly food.

Possible Solution would have been to offer a small sample of chili to the kid before placing the order. Would have defussed the whole situation and they would have no recourse if they went ahead and ordered it.

Foodbme


Possible Solution would have been to offer a small sample of chili to the kid before placing the order. Would have defussed the whole situation and they would have no recourse if they went ahead and ordered it.

Your right! Got bye me!!
 

RU Serious? Micromanaging and looking over the shoulder of a waitstaff and making a call on the judgement of a customer? If I ordered something off the menu and someone came back to the table and told me that I what I ordered may not be suitable for me and to try a sample b4 they serve it, I'd really be miffed. Suffice to note on the menu or have the waitress mention that it's up there on the scoville scale instead of saying it's just spicy.

DawnT


RU Serious? Micromanaging and looking over the shoulder of a waitstaff and making a call on the judgement of a customer? If I ordered something off the menu and someone came back to the table and told me that I what I ordered may not be suitable for me and to try a sample b4 they serve it, I'd really be miffed. Suffice to note on the menu or have the waitress mention that it's up there on the scoville scale instead of saying it's just spicy.

Yes, I'm serious! Your intrepretation of what I was saying is way off the mark.
I was not implying that CTF get involved or micromanage the situation.
You can train your waitstaff to handle a situation like that in a tactful manner.
Have them say something like, "Since our chili is on the spicy side, would you like me to bring your son a little sample for him to try to make sure he likes it?"
You can't do it with every item on the menu but you can with chili.
Most parents would appreciate that. If they say no, then the Monkey's on their back.
That way you head off a potential problem.

Foodbme


Possible Solution would have been to offer a small sample of chili to the kid before placing the order. Would have defussed the whole situation and they would have no recourse if they went ahead and ordered it.

I was going to say this as well.  A little condiment cupful as a taste would likely have solved the problem.  Of course some buttheads cannot be satisfied no matter what you do. 

Yeah the taste-test would have saved you a lot of hassle ! Like the tiny-spoon ice cream tasters, they help steer the customer to the right decision.   Now, , if you were having a bad day, and wanted a chance to dump on someone other than an employee, then you found the way to do it, Ehhh.

mayor al


Yeah the taste-test would have saved you a lot of hassle ! Like the tiny-spoon ice cream tasters, they help steer the customer to the right decision.   Now, , if you were having a bad day, and wanted a chance to dump on someone other than an employee, then you found the way to do it, Ehhh.

Al and the rest of you who suggested a sample, your right, it got by me because she was so definitive about ordering it. I give samples every day to lots of people, I have no problem with samples, that said, when I first opened, I did have a problem with samples, I learned samples sell a lot of food. This place however is not a pay if you feel like it, place!

chewy, Good deal. So many customer today feel so "entitled". I think more owners need o do like you do and stop kissing their butt's.

I also agree with the partial portion cup sample...  It also works when a customer walks in asking is you chili good?  We've handed out dozens of samples and a good 90% of them became sales.
 

I've been the customer that asked for a sample, but for me it was sauce used on spaghetti.  There are some places that don't know the difference between spaghetti sauce and chilli sauce, and I am NOT a fan of chilli on my spaghetti.  Getting a chance to taste the sauce BEFORE ordering the meal has been a deal saver several times for me.
 
Photto