I have to ask: Was I wrong in this situation?

A mid-sized group from out-of town came into the restaurant today, and they all looked at the menu and ordered.  Everything went out and one of them came back and said that thier salad was not what they expected. 

"We'll this is the regular grilled chicken salad"

"its smaller than I thought"

"would you like us to make it a large for you"

"no, i want to order something else instead"

"is there anything wrong with it"

"no, it;s just smaller than I thought"

"well we can make it a large for you"

"no, ill just order something else"

"well we cant take this salad back because it is exactly what you ordered"

"Are you aware that normally restaurants take back food that's unsatisfactory"

"yes, but there is nothing wrong with what you ordered"

"i think it is bad business for you to do this"

"I can offer to make this a large, or I can take 1/2 off the price of the salad"

she didnt understand and she didnt change anything.

Was I wrong?

How would you have handled this?

Thanks,

Rami

Damned if you do, damned if you don't.

Personally I think you handled it properly.  I'm sure others will disagree.  That person ordered the item and probably had buyers remorse when someone seated near them got something they'd rather have.  I think the redeeming point in your favor is they were from out of town and not likely to have returned anyway.

Ciao,

I'm probably going to get BURNED for this response!

As the economy tightens, you are going to see more of this type of behavior. 

I'm witnessing it everyday. 

I'm all for extending courtesies customers, I'll even bend over backwards sometimes.  But, a lot of this problem has developed because of chains where customer insatisfaction is not acceptable and by panty-wearing restaurant owners and managers that won't stand up for what is right.

If we make a mistake then I expect my staff to make it right.  If a customer makes a mistake then I expect my staff to accomodate the customer with solutions that help both the customer and restaurant.  Yes, there are solutions to most problems.

But, the difference now is that customers have come to expect more even when they make a mistake or simply change their mind.  This is being feuled by the bad economy, chains and those panty-wearing owners.

It also burns me up because the "I want it free" syndrome is growing.  I actually had a customer want his meal for free because he didn't get it with his companions.  The problem was he forgot to tell us that he wanted Potato Wedges instead of French Fries and his required more cooking time.

The only thing I can say is, keep a good attitude and pray for better times.  Also investing in Budweiser stock is probably a good thing!

Rami, I would not have offered to take 1/2 off the price of the salad.  I am with Howard that too many companies are setting a horrible example by giving everything away.

Y

My glass is not half empty or half full; the glass is just too big.

Thank you all for validating what i thought.  I really dont understand why customers do this, but it happens countless times that a customer complains about a meal only AFTER they ate it!

Rami

I would have probably just given her what she wanted even though I might have been slightly irritated. We know that customers do dumb stuff every day and that’s just part of it.

www.86BadTips.com

I have dealt with issues like this over the years. There are just some people that do not realize that stealing is stealing. They think that "the customer is always right" mantra means they can rip off restaurants. I have no fear of alienating these people. I do not want them in my cafe to start with. I feel they can go to the restaurant down the road and steal from them if that is their desire.

I opened a steak house many years ago and on our opening night many tried to get their meal for free. Some were totally legitimate and I accomadated them. One in particular stands out where I stood my ground and made them mad at me.

These two women ordered the korean buffalo wings. They came to the register and complained to me thinking I was just the cashier. They griped about how greasy they were and how the cook needed to turn up the heat in the fryer so they are not covered in grease. These two women had yelled at my server about everything and almost gave her a nervous breakdown.

I informed them that the wings went no where near a fryer and were baked. That I was shocked they could be greasy because of this. she started yelling at me and asking for my manager. I informed her I was the owner and to give me a minute. I went to their table and grabbed the plate of wings...out of 18 there was ONE not eaten.

I brought it up front and asked them why they ate all but one and then decided to ask for them for free. The one lady had a total fit and told me they would never come back!! I calmly informed them that I was perfectly ok with them stealing from some other restaurant in town and that I prefer they NOT come back as my staff was not paid to be treated so rudely and I did not appreciate them trying to con me. I let them know if they ever came in again and acted like this that I would charge them an extra rudeness fee.

The people in line behind them applauded me and stated in front of them that they did this everywhere in town. They stormed off. The woman's partner came in a few days later and asked to leave a $20 tip for the poor girl that had to put up with her angry girlfriend. She also said they fought all the time about how her GF treated people in restaurants and she was glad to see someone finally stand up to her. I had a loyal customer after that...

Living a life I love and loving the life I live.

Hey Ramis, How you doing buddy..........................Anyway...You could win the battle and loose the war. I always tell my son who manages my business. Watch out you don't piss them off so much that we loose them as a customer. Some customers I do want to loose. I have learned that whatever the reason she didn't want the salad, it really doesn't matter. I bet someone at the table got something that she wanted. She came up with the idea ( Like your stupid) he will just take it back and who cares about your loss. Well Ramis You care about your loss, no one else will. Lets just be happy that most customers are nice and don't try to put something over on you...............Take care................Bill

Just as an addendum to the story:

I found out the woman who complained about the salad is getting married today (SUN), and the whole group was family that came in early. 

Well, they came in again this past thursday with MORE people.  I guess they liked the food, and they felt  I was justified about the salad.   They were joking about ordering a salad, but they had no problems and were all happy!

Rami

I think you handled the situation well. You did everthing in your power to accomodate her. Too many times we are willing to let a small percentage of people dictate how we run our business, because they changed their minds or did not like what they ordered. If the fault was with the restaurant, I would be the first to apologize and do anything to resolve the problem, but when unhappy people come into your establishment, chances are slim there is anything you will do to satisfy them. I've told employees that the customer is not always right but we must treat them as if they were right. While handling customer complaints is a double edged sword, the fact they came back must give you some justificattion.

Sobokien

Sobokien