So there is this long rambling message on the anwering machine regarding a steak dinner 4 days before. She was upset at the price because she didn't read it on the menu before ordering, said the well done steak was burnt, but slightly pink in one  area ( the steak had a coffee/herb rub on it which can have a slight crunch) She didn't complain or send it back before eating the WHOLE meal because she felt that if she started complaining that the rest of the group would do the same, so she wanted to do it in private. She then says she doesn't want a refund, but to send "whatever it is we do for customer service"  to her PO Box, for her unhappiness. She has never been here before, and by the tone of her voice, I don't know if I want her to come back. She was very rude and "snippy", slamming the phone down on the message.

 I normally would call, apologize and followup with a gift certificate and note, but she ate the whole dinner and said all was fine when asked. Would a free appetizer be enough compensation? I really don't want to do more than that, but am open to suggestions.

Thank you all!
 

Seeing as she said everything was fine, ate everything, paid and left, I don't know that I would do anything for her.

Had she called back because of illness, okay, but any complaints she had could've been remedied immediately had she made them known.

I would pick out a nice card, maybe some roses on the front, and enclose the following message:

"I am so sorry to have lost your business".

Then move on.

I would not respond to anyone that does not speak to someone in person at the moment.  There is no reason to compensate her for anything.  I don't get the mentality of giving something to a person that whines when they are obviously whining for something free and absolutely nothing was wrong. 

Y

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

I agree, do nothing for her - and this will not be the first nut you will run across.  I tell my people all the time that we need to take care of our customers - but at the same time we will not be bullied, cursed out or yelled at in our own place of business.  Those yahoos can "keep on truckin"

Sorry for losing your business card... I agree

Thank you all for your input.

At this point I have not responded to her,  as she didn't leave her phone #, only a PO Box #. Though I did see her phone # is listed in the phone book. I will decide today what I will do, but I suppose my hesitation is actually my final answer!

Hmmm.... I disagree.  You may not want her business, but what about the business of her neighbor / son-in-law / babysitter / (general internet population, etc!) ?  You should definitely make some response! 

And, I agree with GFreeman - give her the benefit of the doubt the first time.  I think a handwritten "apology" note and free app coupon sounds fine, :)

If you send her anything make sure you include a note explaining that it is your policy to imediately replace any item of inferior quality, however, it is incumbent upon the guest to bring the failure to your attention.

Does your menu describe the rub???

Who did she tell everything is fine??? I've gone by tables that server said "everything is fine" asked the same question and could tell by body language there was a problem.

I get requests for steak sauce. Have lost customers because I don't have Heinz, A-1, or whatever. If the steak need sauce it should go back to the kitchen. Occasionally I get a customer that insists they enjoy catsup (ketchup), which is right???

We offer them catsup, W-sauce, or BBQ. If that's not good enough - Well.

Its your store operate it the way you want. Losing a customer(s) over your recipes is a potential policy decision.

In this case I doubt I would respond.

Thanks, come back, bring friends and money!!!