I’d like to speak to the manager!!!
Tonight.
May 4, 2023.
I had one of the strangest, most uncomfortable experiences, as a restaurant employee, that I have ever had.
Stranger than having a steak waved in my face.
Stranger than having a woman puke on my table.
Stranger than being told that I suck, over and over and over.
The back story.
The man who I am going to discuss, came into the restaurant for the first time about a month ago.
He arrived without a reservation, was put off by the fact that we took reservations and was far from kind or nice.
He came back about a week later and behaved the same way.
I was at the door both times and he basically dismissed me each time.
Fast forward to two weeks ago.
He arrives, this time with a reservation, with his wife in tow.
Once again, I was at the door and once again he treated me like the lowest of the lowest.
I kill him with kindness, as he’s not the first to do this, and will definitely NOT be the last.
The difference this time, is that he was sitting behind me at the bar, once I finished up and sat down at the Chef’s table.
At the end of my shift, once all the food is out and the kitchen turns off the heat lamps, I sit down at F-5, one of two Chef’s tables.
I bring my computer and sometimes I actually get work done.
Sometime, I chat with the guests or the staff.
And sometimes, I just sit there staring in to space.
I was working at my computer on the night in question, chatting with Chef.
I hear someone behind me ask if I’m the owner. I turn and it’s the grumpy man from the door.
I say, no, this is the chef/owner.
He goes on to tell Chef how much he’s enjoyed his visits and that he’d brought his wife, and they both loved it. He goes on and on about how well the restaurant is run, pointing his compliments to Chef.
Chef, eventually points to me and says I couldn’t do it with him.
I introduce myself and for the first time, he acknowledges me.
He tells us that they just started coming up here, and that he’s been in the same business for 35 years selling widgets. He knows how hard his business is, and he’s truly impressed with how well we run ours. He goes on to tell us that he just retired after selling his business, selling widgets for 80 million dollars. He explains, what the widgets are, how hard they are to come by and how important the widgets are.
He asks about reservations at the bar, and I give him my speech about calling, leaving a message, and that I’ll usually call back within a couple of hours.
I give him my card.
After what seems like forever, he goes back to his stool, and leaves a few minutes later.
The next day I get an email, asking if it’s okay to call the number on the card to make reservations.
I reply saying of course.
The number on the card is the business number.
It’s on Google.
A week later, this scenario repeats itself.
A flurry of compliments. How much he loves our business model. How successful we must be. How impressed he is. That he’s been in business for 35 years. That he sells widgets. The widgets are hard to come by but are very important. And that he just retired after selling his company for 80 million dollars.
Chef and I thank him for the compliments and he finally leaves.
Fast forward to tonight.
Chef is doing a wine tasting to finish selecting the wines for the new restaurants.
He is at F-, the other Chef’s table. I am standing next to him, discussing tonight’s service, the schedule for the new restaurant, etc. when a voice says, Hi Jeff. I look up, seeing who it was, not remembering his name, and as I was in the office all night, and had not known he was dining with us.
He prompts me that his name is Tim.
I shake his hand and he asks, if we meet after every shift, as he’s seen us together every time he has come in.
I say, we absolutely do. We discuss the service, any issues, any special needs for the next day etc. I explain that in other restaurants we had a nightly email, but as we are the only two management people, we just do it in person, before Chef leaves for the night.
He begins his compliment. He loves our business mode. As tough as it is to run his business, he’s become intrigued with the restaurant business. He lets us know that our marketing plan is working.
I explain that there is NO marketing plan. It’s 95% word of mouth. And 5% ads in the local school newspaper.
He replies, I didn’t market my business either, and launches into the selling of widgets. How hard they were to come by. How important they were. How he just retired after selling his widget business for 80 million dollars. And how glad that they can dine with us.
He eventually excuses himself, goes back to his stool, I grab my computer and sit at F-5, Chef starts his wine tasting, it’s a typical night.
Then.
About 30 minutes later, I hear my name. He’s calling me over to his stool and says he needs to ask me a question.
He goes on to say, that he has asked the bartender a question, that has made the bartender squirm, and uncomfortable, and was told that the bartender didn’t know the answer to the question.
He asked the bartender if he should address his question to the people upstairs, he was told yes, and has called me over.
He goes on to say, that at their favorite restaurant in Connecticut, it’s customary at the end of a meal for the bartender to give their guests complimentary shots as a thank you for coming in.
He goes on to say, that it’s a great business strategy. That it keeps the customers coming back and that we should start the same policy.
Especially for regulars.
Like them.
Never. Have I ever. Had someone suggest, that I owe them free anything, let alone booze, just for dining with us.
He continues, by saying that it’s usually a shot of Jameson, or something that won’t break the bank. The guests all love it. It’s really great marketing.
I take a deep breath, not knowing where this is going to go, and say, that I have never done this as a manager. And that in fact, in the state of Maine, it is illegal to give alcohol away for free. I explain that even bartenders doing buy backs for a guest who tips well, or giving drinks away for guest recovery is illegal. And that since I’ve become a GM, it’s never been a practice of mine. I say that it happened all the time when I lived in New York, but it’s not been done at any restaurant that I’ve managed.
He replies. Hmmm. I’ve never heard that before. It’s illegal to give away free drinks?
I assure him that yes, it is.
He pushes the issues, clearly wanting me to give them shots.
He says, so you won’t give away free drinks.
I assure him, I’ve never done it, nor will I ever.
Then he says, well, I’m going to go home and research this, and if I find out you are just saying this to not give me a drink, I’m not going to be happy. He continues that this should a practice for regulars like him and his wife.
I fear that the entire encounter is slipping in to angry guest mode.
I tell him to feel free to do so, but unfortunately, it’s not something that we do as a practice.
He then turns back to why the bartender was so upset over the question.
I explain, that if I’d seen him give the couple a drink, and discovered that it wasn’t on their check, the bartender would be unemployed tomorrow as even if we did give free drinks, it’s not his alcohol to give away. I continue, that he made the right decision by deferring to me.
The conversation wraps up.
I sit down.
And I think to myself, that a man who has told me multiple times that he just sold his 80-million-dollar business, just asked me for a 10-dollar drink.
If he’s that hard up, he should have just asked for 10 dollars and I’d loan in to him.
Also, dude. You’ve been in my restaurant at most 5 times. You are not a regular.
Tim and Kristen are regulars, they dine with us every Sunday.
Mark and Stacy are regulars, they dine with us 4 nights a week.
Emily and Sam are regulars, and you know how I know?
They’ve come in enough to know that I drink bourbon, what brand I like and brought me two bottles last summer.
Never, have I ever had someone seriously ask for free booze, just because they are customers.
I’ve had teenagers ask to be hooked up when they are underaged.
I’ve had people ask for a birthday dessert.
I’ve had people ask for a free dinner when they hated their meal, and even they didn’t get it.
You are rich. You don’t need free booze.
You aren’t a regular.
And here’s a thought…
I didn’t go to business school.
I learned to be a manager by being mentored by my good friend David.
I also learned to calculate exactly how much a 1.5 oz pour of liquor cost in order to determine the cost and how much to charge.
If I calculate a regular as someone who dines at my restaurant, five times or more, then about 75% of our clientele is a regular.
We hosted over 50,000 people last year at our restaurant. Real numbers.
If we say conservatively, 20% are regulars that’s 10,000 guests who get a shot of Jameson at the end of their meal.
If you do 10,000 1.5 oz pours of Jamo, from a 1.75ltr, that’s 250 bottles. Times $60 bucks a bottle you are around $15,000 give or take.
Just to purchase the booze.’
How much did it cost, to get the booze to us, into your glass, and in front of you.
If instead of giving away 250 bottles of Jameson, I actually charged for it, that’s about 100k gross at the end of the year.
Like I said, I’m not business major.
But that’s a fucking whole lot of money.
PS. And 20% is conservative.
So. Even if it weren’t illegal.
We still wouldn’t do it.
And it’s embarrassing that you put us all in this situation.