Bad Experience with Customer

Hello everyone,

I just wanted to share an experience I had this week with a customer. I've been in the business for over 15 years, and have had plenty of bad encounters. But, this one is by far the worst, and I'm curious to hear your opinions.

So...I work at a small local restaurant. In the colder months, we can only seat around 15 tables. We have a popular happy hour, and the dining room fills up quickly. Two gentleman arrive around 5:00. They are going to have 4 more join shortly. I should probably mention that I have waited on these people before. They don't tip well. By not well, I mean 10%. IF that. That's fine. I'm not going to change my level of service based on knowing they are bad tippers. I want everyone to have a good experience. The first two guys order a ton of happy hour items (including drinks) for the two of them. They tell me the others will be there shortly, and they are going to order another round of food for one of the couples. They tell me to put this order on a separate check. The food arrives, the guys are still waiting for their joiners. The guys order more drinks while they wait, and wait, and wait....

Finally, at 6:45, the couple they order the food for show up. Not far behind, a couple more joiners arrive. The woman from the joining couple orders the most expensive glass of wine we carry, and then orders one of our most expensive dishes. Later, she orders another glass of wine. Everyone seems very nice, and jovial. They seem to be having a great time.

They continue to drink, and they start getting rowdy. They are talking very loudly, cussing, and basically acting like they were at a bar. They were bothering other customers, and we had a family leave because of the language they were using. Just to clarify, I'm no prude. I've got a potty mouth But, I know how to behave. Anyway, it's time for checks. Everyone pays separate except for the late joining couple. I process everyone's payment except for this couple. I could hear the guy cussing and complaining about the price of the check. The rest of the table leaves, and this guy stays behind. I ask him if there is a problem. He screams at me and says that the prices are "f$#^ing ridiculous." His check was $74.09. He puts $60 on the table and says that's all he is going to pay. He walks out the door, and several of us go after him. His girlfriend is outside waiting, hears the whole ordeal, and offers to take care of it. He yells at her not to, and shoves $14.00 in my hand. Still doesn't cover the bill, but whatever, So, we told him that he wasn't welcome back, and he screams "F*$#K YOU!" in my face.

I have never ever seen this. There were other tables in the restaurant, and it was humiliating. Obviously he didn't tip, but the entire check was around $200. I made $6 off of the entire table. And, yes, they received good service.

I'm curious to hear of any other stories about negative experiences with customers. I believe that the customer is always right...89% of the time. But, there is a line, and at what point do you stand up for yourself?

Unacceptable. Not to defend their behavior in anyway, I have a pretty low tolerance for misbehaving drunks. Perhaps a discrete chat with them early on by management could have avoided this issue from escalating. If after the chat, things didn't impprove I'd have shown them the door.

Wow. I would have called the cops. That's beyond ridiculous.

[Robin Garr]

Wow. I would have called the cops. That's beyond ridiculous.

Concur. Lindsey, I think you showed your professionalism as a server, and your class, by handling them so courteously in spite of their totally unacceptable manners. Really the whole group, but especially the nut. Good for you, and thanks for sharing.

My post was getting long, so I tried to make my point as quickly as possible. In hindsight, there are many things I wish I would have said or done. I did tell him that I could call the cops and let them take care of it. We would have, had he not ended up paying. We knew where they were going. Honestly, I think that would have escalated the situation, and I doubt they would have gotten there in time.

These are/were regular customers. For us, it was a touchy situation. They were starting to settle up when they started to get loud. It took 20-25 minutes for them to leave.

If your restaurant's management allows them back in I would be very surprised. They certainly do not deserve an opportunity to come back. You certainly are not going to be out anything based on how much the tip Ian everyone will be better off if they are banned! I personally think you should have let them go away without paying the remainder, gotten their license plate number and reported them. Maybe that would have taught them a lesson.

If your restaurant's management allows them back in I would be very surprised. They certainly do not deserve an opportunity to come back. You certainly are not going to be out anything based on how much the tip Ian everyone will be better off if they are banned! I personally think you should have let them go away without paying the remainder, gotten their license plate number and reported them. Maybe that would have taught them a lesson.

I'm inclined to agree. There was no saving this situation and there is no excuse for abusing you regarding the price of the check. I would have let them skip, get the license plate number and allowed the cops to take care of it. You don't need a classless jerk like that around anyway.

I'm curious to know where this happened, if only because, as a server, I'd be more than a little upset to deal with the situation without much help from management, as it sounds like you were pretty much on your own. Who lets their front-of-house deal with such a headache without intervening? Not anyplace I'd want to work, that's for sure. Sorry about your rough night.

Guess I should clarify a few things. I am in management at this restaurant. This customer is not welcome back, and I have full support from the owner. There will be a conversation if the rest of the party returns. Again, in retrospect, there are many things I wish I would have said. But, I feel like the name of the restaurant is irrelevant.

It is a small restaurant. I wait tables, and take care of Front of the House. I am paid separately. It's actually done quite a bit. Some restaurants refer to it as a captain or lead server.

It really is very common in smaller restaurants for the lead server to be the manager. It's a great solution, I think. Sounds like you handled the situation exactly like a professional and I'm sorry you had to experience it. Tough break, Lindsey. Nasty nasty people.

[Robin Garr]

It really is very common in smaller restaurants for the lead server to be the manager. It's a great solution, I think. Sounds like you handled the situation exactly like a professional and I'm sorry you had to experience it. Tough break, Lindsey. Nasty nasty people.

I agree on all counts, Jackie. Thanks to Lindsey for reporting this ... people who dine out can learn from the bad experiences of others. And I don't think Lindsey needs to disclose the name of the restaurant under the circumstances or explain herself about management taking tips.

If I were you and I knew they were going to be problematic and tip poorly, I'd have only been looking out for myself in this situation. How? I'd have cut them off from the alcohol at first chance. They can't drink more if you don't serve them anymore.

Thank you Robin and Jackie

I didn't know they were going to be problematic. I only knew that they don't tip well. Unfortunately, there are many out there. As I said earlier, I'm not going to dictate my level of service based on that.

I posted my story because I was hoping to hear other experiences. We often hear the customer's side, and I wanted to offer another perspective. Seems like some people are quick to complain, but don't have any idea what really goes on in a restaurant. I love that hotbytes gives us the chance to discuss all sides. My personal dream, and I know other service industry folks will agree, is that everyone should be required to wait tables for one week before they are allowed to dine out

There is no way on earth I would want your job!
I have to admit after being on this forum these past months my perspective has changed...I don't complain nearly as much,hardly ever, and I certainly tip better.