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chipj29 · 03-22-2011, 06:57 AM

I fully agree with Samiam's policy. Do what you can to make things right.

However, there are people who will try to take advantage of your good nature. As a manager or owner, you get to knowing who these people are, as they will come back and try it again.

I have in the past "shut off" customers who did this. A family used to come in at least 3-4 times a month. Every time, without fail, they would send something back. I would talk to them and address their concerns as best I could. After realizing that it was not possible for us to make them happy, I simply told them that since we could not meet their needs, maybe it was time for them to find some place else to eat. Of course I said that as nice as possible. But I made my point perfectly clear.
After that, they kept coming back. And never complained again. Sometimes you just have to call a spade a spade.

03-22-2011, 06:57 AM	#17
chipj29 Senior Member Join Date: Apr 2004 Location: Bow Posts: 1,874 Thanks: 521 Thanked 308 Times in 162 Posts	I fully agree with Samiam's policy. Do what you can to make things right. However, there are people who will try to take advantage of your good nature. As a manager or owner, you get to knowing who these people are, as they will come back and try it again. I have in the past "shut off" customers who did this. A family used to come in at least 3-4 times a month. Every time, without fail, they would send something back. I would talk to them and address their concerns as best I could. After realizing that it was not possible for us to make them happy, I simply told them that since we could not meet their needs, maybe it was time for them to find some place else to eat. Of course I said that as nice as possible. But I made my point perfectly clear. After that, they kept coming back. And never complained again. Sometimes you just have to call a spade a spade. __________________ Getting ready for winter!