The customer is always right… right?

The customer is always right… right?

A Restaurant Leader’s Guide to Continued Success

By Alex Munford

After working my way from the very bottom of the Food & Beverage industry to leading my own teams and sites, I have learned more knowledge and skills than I know what to do with! I have therefore decided that now is the time to share some of these key experiences with others on the ascension, to offer insight from experience and hopefully guide some of you through the many different opportunities & challenges that come with running any successful Food & Beverage business.

The customer is always right… right?

Wrong.

I mean, on the face of it, it’s a pretty useful little expression. The customer is generally sat in your restaurant looking to spend their hard earned dollar bucks on something juicy.?

And I like to think that's good for business.?

But what happens when they start to make outrageous demands?

The 90s expression of ‘The customer is always right’ tends to side with your guest in 100% of situations, but have you heard some of the stuff people demand these days? From crazy coffee orders to ‘feed this sausage to my dog’!

‘I’d like a table with a nice view, in the family section but without any children adjacent…’

‘I’d like to be able to see the band but I don’t want to be able to hear them, at all.’

Sometimes, you just have to say no.

Oftentimes because the specifics of the request aren’t actually possible, on other occasions it might just be because it’s crazy.

(I’ve even seen people reserve a table in a basement bar and request a table by the window) *Face palms….*

So how and where do we draw the line?

Well, the general rule of thumb in my restaurant is

1. Is this request actually possible?
2. Is this request going to have an adverse affect on my other diners?
3. Is this request degrading to me as a human being? - Oh, we’ve all been there…

If a specific request isn’t reasonably achievable, or is just downright degrading (No, sir, I won’t feed this to your dog but please feel free to do so yourself), then why wouldn’t you say no?

I think a lot of the time the issue comes down to the name. The Service Industry. Being of service is synonymous with being a servant, but the two of them should not be confused. Being of service, in my opinion, is simply to provide value to another.?

And anyway, saying no doesn’t have to be negative. It’s an opportunity to draw some boundaries. To teach and impart societal expectations on those lacking in respect or civility. A lot of people could actually really benefit from hearing it every so often, but that’s maybe an article for a different day.

The key point to make here is that as long as you say it with respect, it’s not a problem. You can literally say whatever you like to somebody as long as you are honest and respectful.?

If there is a task you can’t complete, say so. If you find something degrading, admit it. Say no. If their request is the definition of insanity, put it politely, but tell them and be firm.?

The food & beverage industry can be one of the greatest places to work. The opportunity to get to know new people everyday is a definite perk of the job!?

But it can also be one of the issues.

Ultimately, have boundaries, stand your ground and don’t be afraid to speak up when you need to.

It might be a little uncomfortable at first, but it’ll get easier. And it’s so worth it!

We all want to ensure our guests have an incredible experience, but not at the expense of our team or their dignity.?

Ciao, x