Tonight I received a phone call asking what time we closed. I said that our last reservation was at 7:45. They said okay and hung up.

About 20 minutes later I got a phone call that said, if we get to your restaurant right at 7:45 will you be able to seat us. I assured them that yes we could seat them if they were there by 7:45.

At 7:47 a couple walks through the door. I ask them if they are the couple who called. They said yes. I jokingly said it was 90 seconds too late. Then said follow me.

As I’m walking them to their table, they see friends they know at the bar. So they stop to talk.

They were still talking at the bar at 7:58.

They’d arrived on time but didn’t actually sit down until 8:00.

Luckily they ordered a salad and a burger.

But it was still annoying.

Tonight a woman called to see if we had outdoor seating.

I let her know, that yes in the summer we did have outdoor seating.

She replied but you aren’t seating outside tonight?

I didn’t know what to say. So I said nothing.

She repeated the question.

I replied, no we are not seating outside.

She asked in a roundabout way why?

I said it was because it’s cold.

She said OH.

I assured her he we had seats inside.

She said okay.

I said have a good night.

We both hung up.

You’re responsible!
You’re the one to blame!
It’s your fault!

Here is a question for everyone.

How should a restaurant respond when the following happens:

Tonight a guest ordered yucca fries.

She clearly said she wanted yucca fries.

The server ordered yucca fries.

Yucca fries were delivered to the table.

At which point, the guest says, what’s this? I can’t eat this! I wanted plain yucca fries.

At no time did she mention that she wanted her order modified.

She ordered. We brought her exactly what she ordered. But it was not what she wanted.

Do we get her a new one?

Do we charge her for the first one?

What should be our response?

Why should it cost us for her mistake?

Along the same line a guest ordered our featured dessert tonight. She took 1 bite and declared that this was not what she thought it was going to be. She sent it back and ordered a bread pudding instead.

The same questions apply!

Thoughts?