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

[dadx4]

The customer was an ass.

Just ask the employees if any of them smoke and just ask them to wash their hands and yes, do keep mints on them after they have their smoke.

[wgbgator]

Buy some of those e-cigarettes for your employees. No odor.

[GatrHeel]

Originally Posted by g8orbill

As it turns out I have scheduled my monthly employee meeting for this Saturday and I will be discussing this issue along with the usual things we talk about- I will also ask my employees for their input on what they think on this issue and how they think we should go forward with it.

This sounds like a great idea.

I absolutely abhor the smell of cigarette smoke. But I don't think I would've said anything. It sounds like the interaction between the employee and the customer was so fleeting, it certainly wouldn't have made that big of an impression on me.

That being said -- I love Firehouse. It'd take a lot for me to turn down a meal there.

[gator1986]

No that's Americans being cry babies... Say you wreak of beer and Vicodin... Don't hear me complaining, and kicking you out... Just let it go

[corpgator]

Originally Posted by g8orbill

michi- it is a tough situation as most restaurant workers are also smokers-to be honest if during the interview process they have a heavy smell of cig smoke-I do not hire them. I also tell all employees during the interview process that I do not give cigarette breaks. I do give out 30 minute off the clock meal breaks(employees with less than a years service get a 50% discount-those with over a years service get a 100% discount) if they work more than 4 hours and I allow anyone who needs a drink or a restroom break to have one-but they cannot leave the building on that short break.While the lady who complained was 1- within her rights to complain and 2, I did apologize and refund her money and give her coupon for a return visit-I also recognize that you cannot control someones behavior while off the clock.

As it turns out I have scheduled my monthly employee meeting for this Saturday and I will be discussing this issue along with the usual things we talk about- I will also ask my employees for their input on what they think on this issue and how they think we should go forward with it.

I have other things to talk about-the first being counterfeit money- we have been hit 5 times since Thanksgiving with fake $50's-they are usually acid washed $5's turned into a $50-while my first thought is to no longer accept 50's or 100's-that goes against Firehouse Corp rules- I have recently purchased a blue light that shows the water mark
and numerous other tools top help discern phoney baloney. Business ownership has its pitfalls, but is still better than working for someone else.

FIVE times? That sounds like an inside job to me. Isn't counterfeiting a federal offense?

[gator10010]

Originally Posted by Row6

The customer is always right, and unless you don't need any, you practice that up to the limits of reason. Correcting the conditions where a bad smelling employee serves food is not going beyond the limits of reason.

I only want the customers I can make money on. I can go broke sitting at home.

While the smell issue needs to be addressed the customer is not always right.

[g8orbill]

No, but the customer is ALWAYS the customer

[Spurffelbow833]

Originally Posted by g8orbill

I have other things to talk about-the first being counterfeit money- we have been hit 5 times since Thanksgiving with fake $50's-they are usually acid washed $5's turned into a $50-while my first thought is to no longer accept 50's or 100's-that goes against Firehouse Corp rules- I have recently purchased a blue light that shows the water mark
and numerous other tools top help discern phoney baloney. Business ownership has its pitfalls, but is still better than working for someone else.

What would you do if you caught someone passing you phony bills? Kick them out or detain them and call the cops?

[g8orbill]

Well this has actually happened in the 9+ years I have been a Firehouse Subs Franchisee- I confronted the customer and told them there bill was a fake and they took off- I went after them to see if I could get there car tag for the police and they were on a bike- I have a camera system so I called the police and downloaded the guys pic to a CD and gave it to them along with the phoney 50

[wgbgator]

Do you actually take $50 bills? Lots of small businesses don't for that reason, among others.

[92gator]

I would have asked the customer:

"did you witness the employee smoking inside?"

No?

"Then he's within his rights...as are you, to go dine elsewhere."

"..but I'm afraid that if you didn't see him smoking in the establishment, and he did not confess to such, that no refund is forthcoming".

"...but please do feel free to come again, if you like. You're money...er, you, are still welcome here!". [INSERT: BIG A$$ SMILE].

[g8orbill]

Some of your responses make me chuckle obviously you don't hold of business because you do not antagonize the customer just make them happy

[92gator]

^^^I do own my own biz--solo prac/law--and I understand what you're saying.

My post was TIC--goin' for the chuckle....with a tinge of a legal angle.

As one stand up comic put it..."that's what I said...on the INSIDE...".

I feel ya' brother...not above kissing a$$ with *certain* clients...

...but then, I'm not quite below putting some of them in ther place either, when circumstances call for it.

[CHFG8R]

Originally Posted by gator10010

I only want the customers I can make money on. I can go broke sitting at home.

While the smell issue needs to be addressed the customer is not always right.

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.

A few suggestions for the future. Fact is a lot of people in the service industry smoke. Yes, even the good employees. Rather than limit your labor pool, just make the smokers adhere to strict rules.

Have these in the employee bathroom:
Deodorant Soap - Irish Spring, or something similar.
AXE (or another brand) body spray.

Require employees who are smokers to use:
Breath Mints (unless you're going for the Mel's Diner feel, no gum).
Listerine Pocket Breath Spray (my personal preference). Small, fits in pocket. Very convenient and effective.

Anyone who can't handle that should be fired.

[MichiGator2002]

Originally Posted by g8orbill

Some of your responses make me chuckle obviously you don't hold of business because you do not antagonize the customer just make them happy

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.

[Emmitto]

I think the customer was an ass too.

I also think you did the prudent thing with the refund.

When I was younger I worked at my dad's tobacco shop (ironic) and would bluntly tell customers that were asses to take their nonsense elsewhere. But that was a small, local, family operation and I had that latitude. Later I worked for a large, national electronics retailer and while I often held the line in similarly-themed situations, I just as often refunded/returned/issued gift certificates/whatever. It was simply more cost effective for the big picture to resolve the issue and move on.

I also thoroughly documented these encounters so that when the professional moochers, and they are not uncommon, returned with more shenanigans we could shut them down. I have a family member (in-law, not blood!) that pulls this kind of thing routinely. She always finds a gripe and then demands discounts, refunds, etc. Restaurants are a favorite target of hers, although I'm told she'll pull this crap anywhere. And she's alarmingly successful.

But if this is one customer, one time, I think what you did was the most sensible. I'd make a good mental picture of the customer though so you're not buying them lunch regularly.

As for the employee, if they truly smell like smoke to the average person then the employer has the right to adress that. Just can't do it. Smoke all you want, but don't smell like an ashtray. People do it all the time. The suggestions here should cover it. If they can't knock the smell down to a level that is acceptable to all but the most sensitive (life is tough all around, just because you have the scent senses of a bloodhound doesn't mean society now has to bubble wrap themselves when you enter public areas) then a restaurant is not a suitable place for them to work.

I'm not bothered by a smoke smell but I can understand why others are. But there's a limit. And "the customer is always right" may be the most abused concept in business. They simply aren't, although I get the idea.

[malligator]

Originally Posted by wgbgator

Buy some of those e-cigarettes for your employees. No odor.

Not a bad idea. I use a vaporizor (a non-disposable e-cig) and love it. I would never recommend anyone that isn't already a smoker (or nicotine user) to start using one, but if you smoke it's so much better for everyone...and cheaper.

[KelticGator]

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?

While to me this would be a non-issue (even as someone who doesn't like the smell of cigarrette smoke) since the server was only there for a few seconds, there are people who are hypersensitive to certain smells and such.

From a business standpoint you don't want to lose a customer or worse . . . have a scene in front of other customers. I would try giving them a gift certificate or something they can redeem for a free sub (maybe throw in a drink) another time. What you don't want to do is set a precedent on how to get out of paying. If they didn't touch their food I would be more inclinded to believe that the smell made them feel ill. If they ate part or most of it I would be less inclined to offer them direct reimbursement and go with some kind of future rebate instead.

[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-

[Lawdog88]

Originally Posted by Spurffelbow833

What would you do if you caught someone passing you phony bills? Kick them out or detain them and call the cops?

Is this a test ?

Arrest, prosecution, max sentence recommendation.

And hey, it is a Federal Crime, and Federal Court is no picnic.