Two friends and I dined at an ethnic restaurant this weekend. Since we’re penny-pinchers, we took along our Entertainment book. The Entertainment coupons allow you to receive a complimentary entrée when a second entrée of equal or greater value is purchased.

We ordered two $16.95 entrees and a small side salad (one member of our party wasn’t hungry). When it came time to pay the bill, our waitress saw our Entertainment card and immediately said, “Oh, I can’t honor your card. You have to order two drinks with your meal.”

I’ve been an Entertainment card holder for years and had never seen a “must order drinks” requirement in the book before, so we hauled the book out of the car to double check. Sure enough, it indicated we needed to order drinks.

“Can we order drinks now?” we asked.

The waitress said yes, so we ordered two cups of coffee (to go).

She then re-calculated our bill and returned to our table, stating flatly, “I can only take $4.95 off your bill. Since you ordered a salad, that counts as an entrée and the “free” item is the lowest priced entrée.

I pointed out that we had ordered two $16.95 entrées and that the offer states that were allowed to deduct up to $14.00 off for the second entrée. I also pointed out that the $4.95 salad was not listed as an entrée item on the menu, but was listed under “appetizers” or “side salads.”

In broken English, the waitress insisted, “No, since you are eating dinner the side salad ‘counts’ as a dinner entrée.”

I rarely argue with servers, but this obstinate waitress was really getting under my skin. “Do you mean to tell me,” I continued (just loud enough so the couples at the two adjacent tables could hear me) “that I spent $40 on an Entertainment book and came here because I saw your advertisement in the book… I ordered two $16.95 entrees—the most expensive items on the menu, by the way—and you’re now telling me that you’re not going to honor your offer?

“I get in trouble with my boss if I do this,” she replied.

“Let me get this straight. You’d rather take the chance of permanently losing my business (I’ve dined at this restaurant numerous times) and having me tell everyone I know not to come here because you’re unwilling to honor a simple coupon offer that’s going to set you back a grand total of $14?”

After a couple more minutes of heated debate, our server eventually decided to honor the coupon. After she slunk into the kitchen, another waitress, who’d calmly observed the entire scene from less than 10 feet away, announced to us, “You were right. You were entirely correct in saying that she should have deducted $14.00 from your bill.”

We exited the restaurant (with our to-go coffees in hand), feeling simultaneously elated and heart-poundingly queasy.

I learned a few lessons from this conflict:

1. Closely examine the fine print on coupons before using them.
2. Always inform the server up front when I’m using an Entertainment card or coupon. Ask which menu items it can and can’t be used for (once, my husband and I tried to use it on some obscure ‘holiday’ like Arbor Day and we were informed, “Nope. Can’t use it today. It’s a holiday.”)
3. If the server is having a hard time communicating, ask to see a higher-up. Our server barely spoke English, and the language barrier likely caused the majority of this conflict.
4. If you know you’re in the right, don’t get flustered and give up. Remain calm (as much as possible), but continue explaining your point.

As I reflected on our experience, I was reminded about the critical importance of gracious customer service.

Some service workers forget (or don’t care) that customers have long memories. Studies show that one negative comment counteracts 20 positive ones. In other words, we remember negative experiences 20 times longer than we remember positive experiences.

I know that service workers are overworked, underpaid, and underappreciated. I get that. But I also know they have chosen to do this job, at this particular juncture in their life. And no matter how lowly the job, service workers need to remember the adage, “The customer is always right.”

During my career as a business owner/manager, I have encountered numerous cranky, picky, unreasonable, demanding, high-maintenance (fill-in-the-blank) customers. Cranky customers are a fact of life. I make a point to be unwaveringly polite to them and I bend over backwards to meet their needs.

Yes, “making nice” may cost me some extra money, time, and a chunk of pride. But giving the customer the benefit of the doubt is almost always the right thing to do.

Had our waitress immediately and graciously agreed to honor our coupon, I’d be telling you a different story today. And I’d be making reservations to visit that restaurant again.
But, as things stand now, I won’t be recommending this restaurant to others. I will be telling them about how poorly I was treated.

Will I return to this restaurant?

Never.

And all over a $14 coupon.

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Whether you’re a manager or a server, please share your customer service nightmares and pointers in the Comments area.

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