Sometimes customers ask wait staff for the impossible

It can certainly test one's resolve, that’s for sure.

“the customer is always right” as a slogan. The objective was to make customers feel special by inculcating into their staff the disposition to behave as if the customer was always right, even when they weren’t. The guest will always remain in the right, no questions asked. If they request something in whatever order, segment or stage, this rule applies. If they wish to order dessert for an appetizer, they are in the right, and can have what ever their wallet and credit card desires.

* If a guest requests crushed ice for their wine, do it, without question showing no negative or condescending expression.
* If a guest requests whip cream on their steak, do it, without question showing no negative or condescending expression.
* If the guest says that French wine is not as good as California wine, nod in agreement. Or they believe the wine is “off”, replace it, without question.

Wait staff may only respectfully suggest, never insist, correct or attempt to preach or teach to a guest otherwise they corrupt and compromise the level of service. Never ignore, never attempt to inflict covert revenge on a guest or their food.
Now for the realities!

The reality is there are exceptions to the old rule regarding a certain brand of customer who may have unattainable expectations. Who make outrageous or deliberately unreasonable demands in an attempt to be granted special exemptions or privileges. Individuals who unleash scathing, unruly, and demeaning wrath on people who are attempting to serve them, are contemptible at every level. It is the venomous behavior of a bully who resorts to threats of retaliation or extortion, if not reckoned with immediately.

Establishments who put their guest needs front and center, expect the same respectful level of responsibility from a guest. Businesses likewise expect guests to possess a moral ethical compass, which allows for a pleasant and mutually beneficial commercial exchange.

A guest who expresses dissatisfaction should make their feels known to the wait staff and management. When a guest expresses dissatisfaction in a considerate way, they must and should be dealt with in the same fashion.

The guest and server should be equally considerate of each other.

The guest and server should do the very best they can by each other.

The guest and server should respectfully enjoy the transaction of each other.

We invite your opinion and comments. What say you? Is the customer always right?