jaguar

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Location: The Sunshine State

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Real Name: Denise

Had to throw a customer out of my restaurant...

Many of you know I own a restaurant and have for more than fifteen or more years. It's a high-

end, upscale Italian restaurant with a very affluent clientel. We are not Flip or the Stuffy type,

for lack of a better term. I like to consider ourselves a very warm and family orintated group of

people who make everyone that walks through our doors feel welcome as if they have visited

100 times. I want my customers to enjoy their experience and look forward to the next time that

they are able to dine with us. I will bend over backwards and do flips (If I didn't have a bad

back! LOL) to assure my customers are pleased.

Alright, that being said: I had to throw a customer out of my place last week. This is a first for

me, although I have wanted to on several occations!!! (Some for just being plain rude and

obnoxious to my employees.)

One of my waitresses accidently poured a small amount of wine on this gentleman. She

applogized several times and offered to pay for his dry-cleaning out of her own pocket. (I was

unaware of this entire incident until the end of his meal when he asked to speak to the owner.) I

approached his table in a joking manner after being given the head-up on the incident. I said, "I

have a washer and dryer out back, I could have had your shorts washed and ironed before you

left!" Well, he didn't appreciate my humor. I offered to pay for his dry-cleaning and comp. his

dinner, (Meanwhile the waitress had placed a ten dollar bill on the table next to his check to

cover the cleaning.) No, that wouldn't be sufficient. His shorts were ruined and he had paid fifty

dollars for them. And his entire evening was completely ruined! "Alright, what can I do to

satify this situation?" I asked. I think you should buy me and my friend dinner. At this point his

male friend and him are standing up (his friend was obviously embaressed as he had his head

down and never uttered a word.) and he's becoming loud and belligerent and obviously

disturbing my other guests. I said, "Listen, I have offered to pay to have your shorts cleaned

and pay for your dinner, but I will not pay for your friend's dinner or his drinks. If you can't

accept this along with my appology then I suggest you leave. He attemped to do just that when

I stopped him, handed the ten dollar bill back to the waitress and asked him if he had already

paid his bill. "No, you expect me to pay?" He said. "Oh, yes I do!" I said. He attempted to push

me aside and walk out. It took every ounce of my being to just let him have his way, but I'm

just not that type of gal and I don't work for the glory! So I threatened to call the police if he

didn't pay his entire bill. He proceeded to pay his bill, no tip of course, and I may have lost a

customer...But, when the entire restaurant applauded me after they left, I felt reassured I had

proceeded properly!

If all he wanted was a free meal, all he had to do was asked when he walked in and I probably

would have given it to him! "Cause that's just the kind of gal Iam!

Sorry for the length...What would you have done?

Peace, Jaguar (Denise)

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#2

Yesterday, 10:17 PM

Flyback

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What a shame this had to happen during this time of year when we're all supposed to be more

aware of our fellow man. I think you did the right thing.

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#3

Yesterday, 10:22 PM

dbranch

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Jag, I think you handled it just great! it's obvious your customers had your back if he had tried

anything, and, I think he was just looking to skate on a dinner...Probably had a bet on with his

embarassed buddy...I have the feeling he's just going to be far too embarassed to ever set foot in

your place again...Of course I could be wrong, there, and he could just be the biggest ***hole in

the world! don't change a thing, Jag! you did just fine...

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#4

Yesterday, 10:23 PM

goldie'sdad

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Denise, If that had been me and I was offered to have my clothes cleaned I would have been

more than satisfied. You were completely justified he could have had too much to drink and his

judgement could have been clouded.

I for one would have taken your gesture as genuine and would have been pleased that you take

care of your customers.

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#5

Yesterday, 10:25 PM

gman66

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Your actions were appropriate for the situation Denise. You tried your best, but this guy was

obviously intent on milking it for more.

Listen to your guests - they let you know you were in the right.

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#6

Yesterday, 10:25 PM

50mm&up

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You did the right thing Denise, he's lucky I wasn't there witnessing this happen! You don't need

a customer like that and I'll bet it was his first time there!

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#7

Yesterday, 10:28 PM

watchmaven51

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Bottom Line ... Bravo to you ... you did and said all the right things to that guy. There comes a

time when you just can' t satisfy all, the way you think you might be able. The old expression "

you take a finger, then you want the whole arm, that's what he was trying to do to you.He kept

testing you to see how far you would go, and he lost!!

You didn't lose a customer actually, because when your customers all applauded you, you

gained all their respect very highly, and from them, you will probably gain 1 more customer for

every 3 or 4 that were there that night just from word of mouth as to what they witnessed, and

saw what a wonderful restaurant owner you really are!!

Kudos to you Denise!!!

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#8

Yesterday, 10:29 PM

Dave B

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Denise.... Much more power to you. You did the right thing. Your other customers testified to

that.

What would I have done? I don't know or even PRETEND to know the complexities of running

a fine, quality restaurant. But you did offer a compromise, which was not accepted. I understand

that a few (not all or the majority) guests eating at restaurants are rude to the wait staff and are

waaaay too fussy about the food not being perfect. I did work at a photo lab where a customer

wanted their prints reprinted twice 'cause the "colors weren't right." My boss at the time simply

said, "Here's your prints. Please don't ever come here again!"

Offer the fairest compromise at the time. But if what the guest is asking for is unreasonable,

unfair or way out of line.... decline politely and stand your ground. And you did and will in the

future too.

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#9

Yesterday, 10:31 PM

Leed24

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Good for you Denise, and a great story ! Thanks for sharing.

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#10

Yesterday, 10:33 PM

BigBully

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well, i've delt with people not wanting to pay their bill when i was running security in Bars here

in the Hamptons...

I used to nicely pull the guy aside and tell him...either way he was going to sign for his bill, it

was up to him if he wanted to do it in ink or his own blood.

sometimes it worked - sometimes i had to convince them further...but i always got paid...

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#11

Yesterday, 10:37 PM

desert rex

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Should of poured some melted cheese on his lap to go with the wine

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#12

Yesterday, 10:39 PM

WLLYb

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Awesome!

I think you were awesome! I find it refreshing and would visit your place often, for your effort

alone. I am a new Geek and I think I found a new home and my wife agrees ...

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#13

Yesterday, 10:42 PM

BigTim

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Denise, if ever this happens to you again, be sure to wish the offending customer to "have a nice

day" on his way out. I know it's upsetting, but don't take this kind of stuff personally. There are a

lot of unhappy people out there. And they thrive on bringing others down to their level of

misery.

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#14

Yesterday, 10:44 PM

ACE

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I wish I could have seen it. I want to eat there

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#15

Yesterday, 10:53 PM

jaguar

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Real Name: Denise

I appreciate your positive responses...Anyone in the restaurant business can understand what a

12-14 hour day on your feet, with a bad back to boot can do for one's stamina and patience

level...It has been particulary difficult as business is down considerably since last years #'s and I

haven't seen a paycheck in over six months. I really felt like telling him to go F*&K himself, but

I wished him Happy Holidays instead! (Believe me, I wanted to. But, I'm just not that kind of

gal! LMAO! Ah, who am I kidding?!!)

Peace, Jaguar (Denise)

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#16

Yesterday, 10:56 PM

kevdawg

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Good thing ,,"Tony" wasn't there,,,,Foget' bout it!!

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#17

Yesterday, 11:08 PM

sherm

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It takes all kinds. A room full and every one may have reacted in a different way.

You held your grounds; you offered everything to make up for the soiled shorts.

You can't please everyone so you have to be yourself and do what you think is right.

I think you did the right thing all around. I'd be thrilled to dine in your restaurant and hope I get

the chance.

Peace my friend.

Dance in the Snowflakes ~

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#18

Yesterday, 11:11 PM

ACE

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That spill was really a waste of good wine.

Whatever kind it was it was too good for his shorts

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#19

Yesterday, 11:15 PM

for watches only

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Denise, I owned and operated a well known restaurant for 25 years (over 70 years in my family).

Unless you have run a restaurant, noone can truely understand what goes into it. It can be

grueling. I worked over 100 hours a week, and I took great pride, as do you, in what we served

and how we treated our customers. I have always believed that you measure a business in terms

of how a problem is handled. We all make mistakes, amd I believe you handled the best way

possible. Unfortunately, some people cannot be satisfied. You were absolutely justified in your

actions. You can, and should, sleep well. Good luck and take care of yourself.

Larry

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#20

Yesterday, 11:20 PM

Justin Time

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Impressive! I teach high school and have dealt with my share of angry customers over the last 14

years. I can totally relate to your situation in dealing with a belligerent person. You responded

admirably, as did the other customers.

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#21

Yesterday, 11:25 PM

Bezor

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I hope you got his name too. I wouldn't serve him again unless he owned up before he came

back (if he ever does).

And I agree, I wouldn't worry about lost business. Who knows, maybe the guy was being an ass

to the point that he (and his party) were a bother to those around him and wanted him kicked out

if they had their choice. Since they applauded, you've got some idea that you did the right thing.

I wouldn't be surprised if your sales actually go up.

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#22

Yesterday, 11:25 PM

JJDSEARCH

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You did exactly what I would want my daughter or son to do, you handled it in a very

professional, mature manner. I would not have made it look like a movie scene! But that would

have sunk to his level and made things worse. I think your waitress did the right thing also, and

you were a great example to all of your employees. These days you never know just how crazy

some jerks can be and the situation could have been even worse. Your customers obviously

appreciated your behavior. Enjoy the holidays, and hopefully karma will catch up with that guy!

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#23

Yesterday, 11:25 PM

mdhorner

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Job well done. Some people out there are just unbelievable. Oh well, you don't want to have

customers like that anyway.

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#24

Yesterday, 11:41 PM

BigJoe

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Denise let me say this you where alot nicer then I would have been are friend would have been

on the outside looking in from the ground end of story.

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#25

Yesterday, 11:51 PM

Invicta Bigboss

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I totally dig what your laying down! My parents have a restaurant too for almost 30 years now.

They have had do difficult things but when it's yours you have to fight to protect it.

For people like your guest there is no excuse things happen and you guys did what you could to

make him happy but let's face it your not a soup kitchen and your not gonna give everything

away for free you did what you had to, my hats off to you!

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