the line everyone wants to use. Fresh fom Reddit

I'm a kitchen manager in a diner and I get a server coming to me saying one of her tables has a complaint about her food/service. so, putting my "manager attitude" on, I put a smile on and go see what the problem is.

NOTE this conversation went on for nearly 15 minutes, with a lot of rehashing from the customer and a lot of circle logic attempted. this is what I remember and the general points of what was talked about.

"hello ma'am. I'm the kitchen manager; I have been told you have some feedback about the quality of your visit and I would very much like to hear about it."

"yes sir, my biscuits and gravy came to me cold. I would like a refund on this item."

ah. the last order of biscuits and gravy we had was about 30 minutes ago, and since I was training a new cook, I had made it myself and knew for damn sure that it went out hot within 5 minutes of her ordering it, about 30 minutes ago. she let it sit and was trying to get a free meal.

"I'm sorry ma'am, but this order was taken and served nearly a half hour ago. I would be more than happy to make you a new plate, but for a cash refund there is sadly nothing I can do."

"surely there is something you can do so I can get a refund for this? or someone else you could call to satisfy my request?"

"unfortunately no ma'am, there is no other manager in the store right now. I am the final call for any decisions that are made."

"so there is no one higher than you?"

as I said, this is the abridged version of events, but understand I have been trying to tell this lady that I am not giving her a refund for an item she let grow cold to get a free meal. so my patience finally snapped and took the conversation elsewhere.

"well, yes. there is the franchise owner, he uses this store as his base of operations and is currently in the office doing some paperwork."

"well please get him so I can talk to him."

"I'm sorry ma'am, I cant do that. he pays me so he doesnt have to deal with people like you."

her mouth dropped and she was speechless for a moment; an opportunity I used to disappear back into my kitchen. 5 minutes later, she paid and left and left a scathing comment on a comment card that I read the next day.

"food horrible, management terrible, service awful, will not come back and telling all my friends to avoid."

real loss of business, that one.

Submitted January 17, 2015 at 11:54PM by nynokindia http://ift.tt/1IQpsgY