ELECTRONIC HOUSE CALL - April 20, 2001

I just got back from the trip to Maine and Michigan. Terrific people! I've got a few days at home to (vainly, I suspect) try to get caught up before the next jaunt!

THAT'S MY STORY AND I'M STICKING TO IT!
Questions like this usually get posted on the message board at my website. However, since the writer contacted me directly (and I responded directly) I thought I would share my take on this issue.

The Question:
An issue that comes up on occasion and I'm sure you've addressed it many times before. When someone has a conflict in taste, do you upset them and make them pay for the item they did not like, or do you just bite your tongue, apologize and let them order another menu item at your cost. I run across this more than I like to. I don't blink an eye if I think it is not cooked to perfection, but if it is because they just don't like it, or it's not what they expected' and we sell a lot of them without any complaints or even been complemented on the item, find it hard to understand.

My Approach:
Life is too short to waste any time getting irritated, particularly at a paying guest. If a guest returns an item, don't waste time grilling them about why or looking for logic. If they don't like it, whatever the reason, swallow your ego and replace the item at no charge. It is not worth the mental stress. Even when you are "right" the guest leaves feeling wronged and is likely not to return. At the least, their memory of the experience will not be pleasant and none of us operate in a market that is big enough that we can afford to let anybody get away with a less-than-great time. I acknowledge that it can drive you crazy every so often, but I promise you that it will work to your benefit -- financially and personally -- in the long run.

Other Thoughts?
I will transfer this whole exchange to the message board. If you have any other approaches to offer, please add them on the message board.

SPEAKING OF THE MESSAGE BOARD
With my travel schedule, it has been a week or so since I checked in on the message board. I was pleased to see that we now have 17 different topics posted with some excellent questions and clever responses. If you have not visited this part of the site yet, please go to http://www.restaurantdoctor.com and check it out.

THE APRIL INTERVIEW
This month's interview in the Management Insight Series is with Paul Paz, a professional waiter from Potland, Oregon. Paul left a prospering insurance career and decided that his future of choice was being a restaurant waiter. His perspective on his work is a refreshing and eye-opening difference from what we typically hear from more transient servers. If you are not a subscriber, you can find out more about the Series on my website.

TIRED OF SHORT STAFFING?
If you would like to end your labor shortage . . . NOW . . . you will find some ideas on my website as well.

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