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

[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?

[108]

1) Would probably notice if was strong, but would not cause me to not eat
2) Ask the employees who smoke to wash their hands with soap after they smoke, and use a breath mint.

[Gatoragman]

First no I would not send back, Second tell your employees to use breath mints or gum, most likely the cig smell came from their breath

[enviroGator]

I'm a non-smoker, and while there are times I get caught in a confined space with a smoker who reeks, I rarely notice the smell of cigs on others.

I certainly would not ask for my money back.

Are you a smoker? If not, maybe you can "smell" the person and see if you think they reek. If so, I'd tell them to do something about it (chew some gum, mouthwash, etc.) If they employee doesn't reek, I wouldn't worry about it.

[anstro76]

it depends on if i felt the customers were being sincere. i hate the smell of cigarette smoke. i probably wouldn't make a big deal about it but i can see their point. now if i felt they were just looking for any reason for a hookup, i wouldn't.

[wygator]

As you are well aware in serving the general public, there will always be jerks and you have to decide if you're going to antagonize them or just go with the flow. You rarely go wrong giving the benefit of the doubt to the customer.

Did they eat the food? If they ended up not eating the meal, then refund them. If they ate, then I don't see the problem. I assume there was no actual smoke, so no actual harm.

You have to assess if the employee smells of smoke too much. Proper grooming, which includes body aromas, is proper for you to address with an employee. Some people just have oversensitive sniffers. You have to decide if that's the case, or if the employee does "smell" too much.

Good luck.

[g8orbill]

I am a non smoker and I assure you the smell of someone who smokes is all over them and not just their breath- it is a smell that makes a non-smoker think the person isn't clean- I refunded the money and apologized(and no they did not eat the food)-I am still trying to decide how to deal with the employee.

[gatorman_07732]

That customer was an ass

[g8orbill]

well maybe 7732- but maybe they just found the smell offensive an unappetizing- I am totally conflicted-one one pt-I agree with the customer and on another point this is a good employee who needs her job- I am trying to figure out a happy medium

in the end I am there to serve our customers and they should not have to be offended or feel like her food is now unappetizing because my employee stinks with cigarette odor.

[gatorman_07732]

Originally Posted by g8orbill

well maybe 7732- but maybe they just found the smell offensive an unappetizing- I am totally conflicted-one one pt-I agree with the customer and on another point this is a good employee who needs her job- I am trying to figure out a happy medium

in the end I am there to serve our customers and they should not have to be offended or feel like her food is now unappetizing because my employee stinks with cigarette odor.

Just tell him/her to be conscious about it. You can't fire him over it.

[96Gatorcise]

you should refer to the franchise owner's manual or call corporate human resources. I do not know the extent the Firehouse corporate offices are involved in the day to day operations.

This could be tricky. Do you have a no smoking on premise for employees policy?

I would document but not say anything to the employee. If it happens again with the same employee then that would give you cause to speak about it to them. (2 incidents)

[Matthanuf06]

It doesn't bug me but wife notices it big time. Even if she's around a smoker then she'll be able to smell it on her clothes for hours

[mocgator]

Originally Posted by g8orbill

I am a non smoker and I assure you the smell of someone who smokes is all over them and not just their breath- it is a smell that makes a non-smoker think the person isn't clean- I refunded the money and apologized(and no they did not eat the food)-I am still trying to decide how to deal with the employee.

Right thing to do.

I'd be honest with the employee/ employees. Some people are not patient at all with cigarette smoke. It's their prerogative. Employees need to be conscious of it. See how they govern themselves.

You did the right thing in refunding the customer his money and moving on. No upside to fighting or contesting their claim.

[LittleBlueLW]

Bill, just be honest and let the employee know what happened. Make them aware that some people are just going to be asses but to please be mindful of your hygiene.

If the employee runs off other customers for the same offense again, then I'd say there needs to be some disciplinary action taken.

Your employees should know that the customer comes first, otherwise, they have no job.

[adamgator96]

Originally Posted by g8orbill

well maybe 7732- but maybe they just found the smell offensive an unappetizing- I am totally conflicted-one one pt-I agree with the customer and on another point this is a good employee who needs her job- I am trying to figure out a happy medium

in the end I am there to serve our customers and they should not have to be offended or feel like her food is now unappetizing because my employee stinks with cigarette odor.

Bill -

I agree with wygator. You did the right thing.

As for the employee, the issue will present your answer if her smoking costs you any more money. It sounds like an isolated incident, but I'd point it out to your employee so she's not blind-sided should this happen again.

[dangolegators]

Originally Posted by g8orbill

I am a non smoker and I assure you the smell of someone who smokes is all over them and not just their breath- it is a smell that makes a non-smoker think the person isn't clean- I refunded the money and apologized(and no they did not eat the food)-I am still trying to decide how to deal with the employee.

I agree. The strongest smell comes from their clothing. The employee may not be washing their clothes often enough. I don't smoke, but I've spent plenty of time in smokey bars. Spend some time in a smokey bar and the next morning your clothes smell like cigarettes.

The customer was being a lot pickier than I would be, but I had similar situations with my bar where I gave some overly picky customer the benefit of the doubt and gave them their money back or got them another beer on the house. Pretty much what you've got to do as a business owner because the customer is (almost) always right.

I'd just tell the employee the truth -- that you had to refund the money because a customer complained about the cigarette smell. Of course you document it as well, so if the problem persists you can show you fired the employee with cause and that you tried to correct the issue first.

[enviroGator]

So what would the person have done if it was the customer next to them that stank?

I agree you did the right thing, but some people are over sensitized about the smell of smoke.

[cocodrilo]

I would test the veracity of the person complaining about the cigarette smell by asking him what brand it was.

You could politely say, "I'm not questioning your honesty, but do you really think that the people working here can afford to buy cigarettes? Do you know what one pack costs today?"

[jimgata]

There are snobbish asses everywhere. I had rather smell smoke than be around some of these self righteous snobs.
They could have taken their sandwich and left.
By the way I love Firehouse sandwiches.
If they were offended by the smell of smoke on someone when they are served, I advise them to never go into the kitchens of some of the restaurants they frequent.

[g8orbill]

thanks to all for your comments- I pulled the employee aside with another manager present and told them what happened and then told them that yes they did smell of a strong cigarette odor- while I suggested they quit smoking, I told them that at the least I expected them not to smell of such a strong cigarette odor- and I wrote it out and had them sign it and had my manager witness it

and coco- I assure you everyone one of my employees has a cell phone and all who smoke always have cigarettes