I’d like to speak to the manager!!!
The gift that keeps on giving.
Sunday night around 6:50 the lobby was full of people. We, meaning I, were in the beginning of seating the second turn. There were about 10 people in the lobby, with more on the way.
I’m standing there, when a very nice-looking lady, and her friend appear from the dining room.
She smiles at me and says hello.
I say hello back.
She says, “may I give you some advice?”
I have no idea what was coming, but okay. Fire away.
And she does.
She’s not actually giving advice. She is working herself into a frenzy. That builds and builds over the next four to five minutes until I ask her to leave the restaurant.
It seems that she and her friend had ordered our dinner special. And the server had failed to tell them the price.
(I apologize. I know where this is going. I ask who their server is. I try to tell her that it’s not our policy to do this. I say I will speak to the server. In fairness, the special she is referring to is a $140 9oz steak. By all means the server should have told them. By all means I will speak to the server. By all means this will never happen again).
She doesn’t hear me, want to hear me, or have a discussion.
She is shouting within a minute of the beginning of the conversation.
How dare we charge her this much for a special. She was expecting it to be $60 dollars. Not $140.
She turns around and addresses everyone in the lobby. Don’t order the special if you don’t want to get taken advantage of. The only way they can sell it is if they don’t tell anyone how much it is.
She is now doing what I mentioned last week. Not speaking for a result, just speaking so everyone can know her displeasure. She is going person by person in the lobby telling them about how she was cheated.
I finally tell her she needs to go.
This only makes her madder and she starts to speak louder.
Once again, she doesn’t want a response. She doesn’t want her money back. She just wants everyone to listen to her yell.
She leaves the lobby and heads outside. She literally stops at every person she comes to and tells them how awful we were. There is a line of about 15 people outside.
I’m done at this point.
I go outside and tell her that I’m going to have to ask her to leave the premises.
She only talks louder.
And then.
She blew up social media.
And not just the usual Yelp and Facebook.
She’s on private local Facebook pages, telling everyone how awful we are.
If she’d even paused for 2 seconds when this all started, I’d have discounted her check.
If she’d been interested in a solution, I’d have found one.
Needless to say, the server got a stern talking to and it’s been announced at every pre-shift since that we are not that restaurant.
But once again.
She just wanted to hear herself yell. And to make sure everyone else heard her yell as well.
A friend of mine, shared one of her social media posts last night with me. I followed it back to her page. She has the same post on her own social media page. The comments were delightful.
“The Great Lost Bear has a great steak and good beer for a lot less”.
“Call the attorney general and report deceptive business practices.”
“Unfortunately for him he doesn’t know who he is dealing with”. “You got that right Jennie.”
“That’s INSANE ….Call the BBB or if you paid with a CC maybe dispute the bill..They have no idea who they’re messing with …Its on girl…I’m making flyers”
“Hopefully they go out of business and the owner goes bankrupt!!”
“Yay ____, Jason said go to the Big Texan and get a 72oz. steak and get your moneys worth.”
Seriously.
I’m going to say it again.
What happened was absolutely wrong.
WRONG.
The server should have absolutely told the guest.
And.
Had the guest wanted a resolution, we’d have found one. But alas that was not to be.
PS. The steak is $140 for 9 oz. It’s snow aged Japenese Wagyu. It’s over $100 a pound for us just to buy it. We don’t get even close to a reasonable profit on it. We bring it in, because we are a steakhouse and our guests love it. We sell out, in a couple of days every time we bring it in. And yes. People are told the price.
I'd Like to Speak to the Manager!!! 