TalesFromYourServer: Rewarding Good Guest Behaviour
Today on lunch I got the opportunity to do something I’ve really wanted to do for a while. I had a couple come in and order glasses of wine and two seperate pizzas to share, not an uncommon thing so I think nothing of it. When everything is prepared my food runner runs the pizzas over to them and I notice them talking for a little and it seems like everyone is confused. They did point at both pizzas in the menu when ordering, so knowing something might be about to go down I grab a menu and head over, allow the runner to explain his understanding to me and then talk to them, “hey it seems like there might be some confusion or a little problem here anything I can do to figure it out?” Well it turns out they didn’t realize they were pointing at the pizza section, and thought they were ordering charcuterie essentially, just the Serrano ham which is the main topping on one of the pizzas and just the cheese which is the feature of the other (totally cheese) pizza.
I braced for them to put the blame on me, of course knowing I would just QSA the pizzas and get them something new + a discount. But what happened instead was the gentleman notices on the menu that he definitely pointed to the pizza section, says “oh my gosh that was absolutely my mistake” asks me politely if I would pack the pizzas to go as they will still take them, and makes another order that is closer to the food they were actually looking forward to.
In the end after a few more glasses of wine, a few plates of Jamon Serrano, and other various things it becomes a bill of around $300 for a deuce, and I told my manager whether she liked it or not I was going to be putting a nice discount on the bill since they had handled the misunderstanding situation so nicely, accepted that they were the ones who made the mistake, and didn’t try to throw me under the bus like we know a lot of people would have. Thanks to having some manager privileges and a good relationship with our accountant I know that I’m good to make the call.
To end it all off I connected them with one of our wine reps as the lady told me she really enjoyed the white she was drinking and would like to know where to buy it. Now not only can she buy bottles, but I scored her wholesale pricing.
It pays to be a good person and accept responsibility when it's yours to accept.