In the August issue, Editor Michael Sanson wrote about two scenarios where customers where troublesome. The first involved a group of guys acting rudely on a patio, while the second involved a group that brought a cake into a restaurant without asking permission. The following are excerpts from readers about how they would have responded to each case.
How can a restaurant justify charging each person $4 for a total of $48 for bringing in a special cake for a special occasion? This could very easily have been a huge positive for the restaurant. I understand the loss of revenue from not selling desserts, but selling coffee to them or letting them enjoy this party would have been a whole lot better than having a very negative incident. Just how many more parties could have been booked from this one? The restaurant business changes quickly, but to survive we must be able to rewrite or look at current policies to ensure we do not get into an easily avoidable situation.
Bill Quigley
General Manager
Ponderosa Steakhouse
Dearborn Heights, MI
For the outdoor intoxicated cigar smokers: First assess the entire space. How many tables are being affected? Can I offer to move the affected customers inside or to another section away from the smoke? Second choice, politely but firmly with direct eye contact, address the alpha smoker-drunk and let him/her know that the language needs to cease immediately. “I am glad you guys are having a good time, and we want you to continue to have a good time, but I must insist you not use profanity on our patio.” Allow them to respond back, smile, offer empathy, but be firm. Have all staff members aware of the situation and have them inform other tables that the owner/manager is handling the situation. Comp a palate-cleansing sparkling wine.
For the second scenario, since the party came in unannounced without inquiring, we have in the past simply added the fee without announcing we are charging them. Industry norm calls for a cake-cutting fee. We would have thanked them and complimented the cake right from the start, then discreetly informed the host of our fee policy. One might argue, just give them the plates and let them cut it themselves. That’s fine if you’re at Applebee’s, but not in a nice place.
Jim Alexander
Chef-owner
Zebra Restaurant and Fine Catering
Charlotte, NC
In the first instance, I would have had a retraining session with the manager in question about her/his role to maintain an inviting, appropriate environment.
For the second scenario, we have a cake-cutting fee of either $10 or $20 depending on the size of the group and the cake. One group took their cake home to finish their celebration, but emailed us asking us to change our policy. We explained to the best of our ability that we charge for this service as well as having a corking fee if they bring wine or champagne. Our prices are very reasonable and our margin is on the smaller side. This isn’t a home, it’s a business.
Christine Light
Owner
Ristorante & Pizzeria
Orlando
You want to hit customers for a $4 plate charge? Is that $48.00 going to make your night? You’re going to piss off 12 people for $48? Did you think you were going to get 12 out of 12 people to order dessert in the first place?
Shawn Reilly
Director of Operations
Eli’s Restaurant Group
Hamden, CT
We had a party of four come into the diner for lunch with a bottle of Champagne. One of them was a regular customer and it was his mom’s birthday. He asked my server to open it and bring four glasses. I charged him $3 per person for the wine glasses and he refused to pay, saying that he has been coming to the restaurant for 18 years and he was insulted. I took the charge off his bill because he started to get very upset, but I couldn’t help thinking to myself, “Shouldn’t I be the one who should be upset? I sell 10 different Champagnes at the restaurant and what if a wine glass breaks in my kitchen? Wine glasses aren’t cheap.”
Spiro Gatanas
Owner
Tower Diner
Forest Hills, NY
When I have customers using foul language, I would use my hand to make a quiet symbol and indicate there are children nearby, with a smile. I’ve never had a customer upset by this and usually they have been apologetic. If it was just the two parties on the patio (no children in sight) I would have stepped up to the table with a big smile and said, “Such language gentleman, please!” This usually disarms them.
Bringing a cake without notice is rude but it happens. Get them to buy coffee, cappuccino, after-dinner-drinks. Then bring out the cake at no charge. They will be singing your praises. If they don’t want coffee, get that cake and their bill to them ASAP because you are in a losing situation.
Alisa Coffin
Owner
The Great Impasta
Brunswick, ME
As for the second scenario, I would not have offended the clients. I would have politely and privately told the host that we normally do not allow this because it’s a service we provide. I’d explain that for a nominal fee we could cut it and add ice cream or fresh strawberries and gladly serve it for them. That way they’d perceive they are still getting value. If he/she did not want this service, I would offer to bring over plates and utensils and allow them to cut and serve the cake themselves.
Katerina Fotiadis-Rajotte
Owner
The Manor Restaurant,
Pub & Banquet Facility
West Boylston, MA
The cake issue probably could have been cut off at reservation time since we train our hostesses and managers to ask large parties about celebrations. The cake might have been brought up at that point. The $4 fee is a little too much. Ours is $1.50. But we would have handled it the same, letting them know about the cake-cutting fee. If they were regulars or depending on how much their bill was, we may have met them
in the middle and charged them half.
Jeff Rossman
Chef/Owner
Terra American Bistro | Terra
Catering | Bunz | Gourmet Burger Joint | Shalom Kosher Catering
San Diego
I showed your August editorial to my managers and they collectively came up with these comments.
With regard to the first scenario: Managers, if they are making their rounds, should have picked up on the situation and moved the cigar smokers to a secluded area and possibly cut them off, so the situation would not escalate. Then apologize for the inconvenience to the other party and offer them some dessert for understanding. With regard to the second scenario: You don’t need to make it from both ends, like having your cake and eating it too.
Randy Farah
Owner
Cinnamon Productions Bakery Cafe
Rancho Santa Margarita, CA
