Re:Todays butt head customer
Think back, a small restaurant in your home town, the owner opens the door, welcomes you and your family. Welcome to my Restaurant he say's, sit, eat, enjoy. No one ever had a customer complaint that wasn't taken care of. The owner came to the table, asked, How is your food, Wonderful we all replyed . The owner was always there to make sure you and your family had a good experience, if not, he/she would make it right.
In all the Restaurants I have managed/Chefed or owned, I always worked/walked the floor, making sure the guests were taken care of. I would be able to correct a complaint before it became a complaint. If you walk the floor, you see/hear everything. I was able to see someone picking at their food, look as though something was wrong. I could see someone looking at their watch look agitated. I was able to correct the problem in midstream. If you work the room, you control the room, it doesn't control you. If someone has a bad meal, it's to late if you find this out at the register.
In the past 35 yrs, if it could happen in a restaurant, it did happen in mine. I have seen everything from people bringing in their own flys to put in the mashed potatoes to get a free meal, to my life and families life being threatened my some crazy guy in Hawaii. I have found that 99.9% of the people are nice, want a good meal, then move on. The small amount of people, that are out to make trouble, or think the world owes them something will always be a problem. These people are not your regular customers. I always got these people out of my dining room, talked to them away from my other guests. These are the people that screw it up for the others. Once they know you have them pegged, can't be fooled, they move on to hook onto other fish......This is all part of being in business, just be happy these people are not your family.............pnwc