Monday Night Suckage (Long)

[csever01]

I'll warn you all that there is one tiny bit of suck on the employee's part, as well, here, but it's suck that could've easily been corrected if the customer wasn't so sucky.

I was working 10a-8p Monday, and at about 7, table 56 asks for a manager, so off I go.

The table had what I assumed were three generations of the same family: a 50-ish woman, a 25-ish woman, and a little girl of about 3. Since the little girl obviously didn't contribute to the conversation, we'll say SM is sucky mom and SD is sucky daughter.

Me: Hi, my name is csever01, what can I do for you today?
SM: Our waitress is just annoying!
Me: I'm sorry to hear that. Your server is Sally (close enough), right?
SM: Yeah, an older lady?
Me: Yes, that'd be Sally. In what way is she bothering you?
SM: Well, she didn't bring ketchup for her burger. (Points to little girl)
(That's the twinge of suck on our part - she should have brought the ketchup).
Me: Oh, I'm sorry about that! Has she been back to check on you?
SD: Yeah, like 3 times.
Me: Oh, I'm sure she would have been happy to correct her mistake if you had pointed it out.
SM: Well we didn't want to because she's just annoying. I mean, every time she walks up to our table, she's SMILING. Ugh.
(That's what HAPPY people do. I'm sure that's why you're confused.)
Me: (now realizing they are looking for free crap) I'm...sorry...? I can have the burger re-made for you so it's hot, and I'll make sure it comes out with ketchup.
SD: No, she doesn't want it now.
Me: OK, well, for the trouble, I'd like to offer you free dessert.
SM: ...
SD: ...
Me: ... Or, if you aren't interested in dessert, I can make an adjustment on the bill.
SM: We'll take the free dessert.
Me: (takes their order) OK, I'll be right back!
(While I was back there, I took the kid's burger off the bill AND took an additional 50% off just because I knew they would be trouble. I'm thinking they'll be quite happy.)
Me: Here's your dessert. And also, for the trouble, I've taken the burger off and taken an additional 50% off the total bill.
SD: I. AM. ABOUT. TO. BLOOOOW. MY. LID. HERE. You're telling me that after all this, you actually expect us to PAY???
Me: I'm sorry, ma'am, that's why I asked whether you'd prefer dessert or an adjsutment to the bill. But as I said, I've actually given you both.
SM: ...
SD: ...
Me: Would you LIKE me to take care of the entire bill for you?
SD: Well, duh, at LEAST that.
(Do you want us to pay YOU to eat here?)
Me: (REALLY biting my lip) Sure, I can do that, and again, sorry for the trouble.

When they came up to leave, they asked me for corporate's number.

Now, keep in mind that they basically got a free meal and free dessert because they didn't have ketchup on their table. I don't know about you, but if I was dining out and my server forgot to bring something, I would ASK for it the next time she came back. And Sally DID go back - 3 times, according to the sucky customers themselves!

I do believe they came in with a plan to latch on to ANYTHING wrong to get free food. The sad thing is that when they call corporate, they WILL get a $20 gift card. It's pretty automatic if you have a complaint.

And I still can't believe she was complaining that the server was SMILING.

[Demonoid Phenomenon]

So, essentially, because they didn't open their mouths about an issue that could have been taken care of quickly and easily, they got an entire meal free...?

Wow.

I guess that's why I don't have a job dealing with the public anymore.
I wouldn't have been able to grin and bear it with this kind of self-entitled crap.
Geez.
I think they deserved ketchup and a kick in the pants, but that's just me.

[calulu]

Reminds me of years ago when I was working in a family style restaurant when one of the kids kept playing with the ketchup bottle, shaking it and acting like a little assclown. I asked the kid to knock it off and got told off by the parent in the process. Assclown kept shaking, lid flies off and ketchup flew all over people at the next three tables. Dining room erupts into mini riot, we end up comping everyone's meal and picking up some dry cleaning bills. I get to stay late and scrub ketchup stains off beautiful grasscloth wall covering. Ugh.

[BaristaTrav]

So.. out of curiosity.. why did you give them anything? (thereby reinforcing their behavior).

[calulu]

Wasn't my decision. I was a lowly peon, it was the managers dumb decision. I told him I asked the kid to knock it off.

[BaristaTrav]

Wasn't my decision. I was a lowly peon, it was the managers dumb decision. I told him I asked the kid to knock it off.

not you.. the OP

[depechemodefan]

SM: Well we didn't want to because she's just annoying. I mean, every time she walks up to our table, she's SMILING. Ugh.

SD: I. AM. ABOUT. TO. BLOOOOW. MY. LID. HERE. You're telling me that after all this, you actually expect us to PAY???

Me: Would you LIKE me to take care of the entire bill for you?
SD: Well, duh, at LEAST that.

at least that? What the fuck she expected, you to detail her car?

Kind of related, a co-worker told me at a restaurant she worked at this guy would come in. Frist time he came in, after he ate, he said he didn't like the food so the manager gave it to him free. Second time was like the first time. Third time...YES! The manager there let him come in a third time! How dumb! And yes, just like the first and second time. And he ate everything.

[Shironu-Akaineko]

My god, people today...

My burger has no ketchup.

Sure, here's some ketchup.

*squirt*

Problem solved. It's not THAT HARD.

but no, they gotta make a scene out of being an angry buttmonkey cheapass.

[BaristaTrav]

Yes, but I'm still very much interested in to why the OP gave in to any of her demands let alone comped the whole damn bill.

[rerant]

Yes, but I'm still very much interested in to why the OP gave in to any of her demands let alone comped the whole damn bill.

As am I. I would have handed them their ketchup and walked away with a smile. Because we all know how much they hate those.

[draftermatt]

Doesn't anyone look at empty tables nearby and steal the ketchup off of it when they want it?

[StarSong]

Doesn't anyone look at empty tables nearby and steal the ketchup off of it when they want it?

That's what I do. I figure it's easier than waiting for the server to come back. But then, I'm not an EW!

[allniter]

You're the sucker for giving in so easily, especially if you suspected they were the type to call corporate over that sort of thing.

I just don't get you.

[csever01]

So.. out of curiosity.. why did you give them anything? (thereby reinforcing their behavior).

Because our company has one of those lovely 100% satisfaction guarantees, and it's clearly stated in the menu that we will do WHATEVER it takes to make them happy.

If corporate catches wind that a manager didn't do everything in their power to appease the customer, they will go as far as firing someone on the first offense.

I really need to look for a new job!

[d962831]

man, customers like that are the ones I wish I could see in action, because I would LOVE to tell them off for coming in with the intention of getting a free meal and then guilt trip them into paying and leaving a good tip.