I am going to throw this question out for any and all to weigh in

[gator10010]

Originally Posted by CHFG8R

Look, I'm a smoker and I work in the business and here's where you are wrong.

A bad experience will be shared with others, on average, 10 times or more.
A good experience sill be shared with others much, much less.


Just a fact of life and business. So, he clearly made the right decision. In fact, I would venture to guess that he may have actually turned a negative into a positive the way he handled it. That person may have been turned off by the smell of smoke, but highly impressed with the way the OWNER (who thought they were important enough to handle himself) handled it. Or they may just be an inconsoleable jackass. Either way, it was handled the correct way.

Name 1 business that hasn't had an unhappy customer? You can't please everyone and you can't continue to lose money on customers in the name of the "customer is always right".

I never said Bill didn't handle the situation properly. I also said the smell issued needs to be addressed, my point is I wouldn't care if this customer ever dawned the doors of my sandwich shop again. Not all customers are the same and I don't treat all customers the same. If you continue to lose money on customers with the attitude "the customers always right" you can work yourself right out of business.

[gator10010]

Originally Posted by g8orbill

No, but the customer is ALWAYS the customer

My man, you handle the situation with class and top notch service, no doubt.

You need to make every attempt to earn the customer's business which you have done.

I would definitely be on the look out for this customer in the future, if he even returns, and if this customer had any issues in the future it would be time for me to split ways with this customer.

[GatrHeel]

Originally Posted by g8orbill

Just an aside- that lady just came in and broght 5 of her friends- I personally delivered their subs and they all knew to story- one them she wanted to complain about how I smelled si he could get a free sub too- they were all happy and said they would eat here more often just because of how I handled her complaint- the biggest surprise was when the complaining lady offered to give me back the free sub card- I declined- then decided to go the extra mile and gave all 5 of them a free brownie

You would have thought I had given them money-

I'd say this is proof you made the right decision. Well done sir. I hope those 5 each bring in 5 friends of their own.

[gator7_5]

The customer was upset he smelled smoke on an employee at a retauarant of any kind? That guy ever watch any chef competition shows? Chefs are chimneys.

[Emmitto]

Originally Posted by gator7_5

The customer was upset he smelled smoke on an employee at a retauarant of any kind? That guy ever watch any chef competition shows? Chefs are chimneys.

That's true. I like Hell's Kitchen. Someone there that smoked in every non-kitchen scene will be a $250K/year head chef at some restaurant I can't get reservations for soon.

But I doubt that they smell of cigarettes in the kitchen and especially around guests. They cover it up somehow. But that is just a guess, of course.

[Row6]

"The customer is always right" is not a statement of fact but a necessary philosophy of business success, that is unless you sell rude-chic to masochists, don't care if you succeed, or already have more customers than you would ever want.

[Emmitto]

Originally Posted by Row6

"The customer is always right" is not a statement of fact but a necessary philosophy of business success, that is unless you sell rude-chic to masochists, don't care if you succeed, or already have more customers than you would ever want.

For my part, my comment on its abuse was about customers who interpret it quite literally and some in business who acquiesce to that interpretation. The philosophy is of course sound.

[CHFG8R]

Originally Posted by MichiGator2002

Yeah, it has to be just grossly exploitative/abusive before I think the greenlight is there to bounce the customer, and honestly, even when it is time to basically tell a guy to go pound sand, you still gotta be polite about it.

But, no, the customer is not always right. The customer, to be blunt, is often wrong, often ignorant, or often making stuff up. You simply have to treat the customer like they are probably right, even if the resolution is going to ultimately be that they do or don't get what they wanted.

Honestly, the smoke-in-my-sandwich thing makes my assumptions go toward hypersensitivity and/or trolling for free food. Doesn't mean I wouldn't humor her to some extent, but I wouldn't assume you have a genuine situation unless you get more than one comment like that.

The exception is when they try to steal from you. We had a guy come in with a "1/2 off appetizers" coupon we mistakenly left the disclaimer off and try to order 8 apps. Furthermore, they opened their wine in the parking lot to escape the corkage fee ($10). We let him slide. I personally wouldn't have if I was the business owner. I'm sorry, but I see that mentality as theft. There's nothing cute or clever about it. He was clearly trying, IMO, to steal from my employer.

[CHFG8R]

Originally Posted by g8orbill

Just an aside- that lady just came in and broght 5 of her friends- I personally delivered their subs and they all knew to story- one them she wanted to complain about how I smelled si he could get a free sub too- they were all happy and said they would eat here more often just because of how I handled her complaint- the biggest surprise was when the complaining lady offered to give me back the free sub card- I declined- then decided to go the extra mile and gave all 5 of them a free brownie

You would have thought I had given them money-

I had the pleasure of working with a guy 20 years ago (He would go on to found a large national chain) who got this from the beginning. Told me point blank my first day, ". . . any problem, no matter how small, come to me. I'm here to save your tip and our reputation." Amazed me how he "got it." Remember the stiffs at Bennigans I worked at prior groveling over any comp whatsoever, while he would comp the drinks, give gift certs, whatever it needed to win them over. Next thing you know, they're back every week spending $30-$50/Head. No surprise the guy would make millions in the restaurant business.

[CHFG8R]

Originally Posted by gator10010

Name 1 business that hasn't had an unhappy customer? You can't please everyone and you can't continue to lose money on customers in the name of the "customer is always right".

I never said Bill didn't handle the situation properly. I also said the smell issued needs to be addressed, my point is I wouldn't care if this customer ever dawned the doors of my sandwich shop again. Not all customers are the same and I don't treat all customers the same. If you continue to lose money on customers with the attitude "the customers always right" you can work yourself right out of business.

I agree that there are some you hope don't come back. But barring theft or violence, you are still better off kissiing their ass all the way out the door. If they bitch about your place to 3 less people, you've already won.

[DeanMeadGator]

Originally Posted by g8orbill

As many of you know, I own a Firehouse Subs restaurant. Today I had a customer come up to me and ask for their money back because the employee who brought their sub to their table smelled of cigarette smoke. While I do not give anyone a smoke break during their working hours-they do get a 30 minute break off the clock during their shift. I am asking you if 1- smelling a strong cigarette smell on your server( I don't have servers but I do deliver every sub to the table) would cause you to not eat and ask for your money back, and 2- as an owner how would you approach the issue with your employee?

My father smoked 3 packs a day in our small house. Neither I nor my wife [whose parents both smoked] smoke.

I don't like the smell of smoke, but the issue has been taken to the extreme. I am thrilled that one cannot smoke in a restaurant, office building, etc. However, the demand for the return of money because someone smelled of smoke is beyond the pale.

The reality of it is that the owner of a restaurant has to choose whether to give the money back or get into an argument with a customer. The wiser course is to just give the money back.

[AzCatFan]

The rule of 10 in marketing is for every compliment you get, it represents that one person. But for every complaint, it represents 10 people. Bill absolutely did the right thing, especially in today's world, when a complaint can go Facebook viral in a matter of minutes. And instead of letting that happen, Bill did the right thing, and the customer came back with friends. That's a win when you give up one meal, but get five in return.

As for the customer, if they are anything like me, just be near someone who smells like smoke means there is a chance for an asthma attack. Let me tell you, they are no fun. And I would expect my waiter or waitress not to smell like an ashtray and completely understand why that is extremely unappetizing for those of us with sensitive sniffers.

[g8orbill]

thanks to all who weighed in-time to put this puppy to bed