Can you give advice to Liz on what she should do in this particular situation? Leave your suggestions in the comment area.
I work at a corporate chain restaurant in North TX, it’s a busy location and seeing as we are a family restaurant we get a lot of different types of families that come in.
But everyone cringes when this specific family comes in to eat even the servers that deem this family their unwanted regulars. They come in to eat at least twice a week, and every time they come in the parents get food and their 3 children ( 2 of which are in High school) get kids meals. Typically this isn’t a big deal but they always have complimentary free kids meals tickets.(So they can be used all together unlike a normal coupon where you can only use one).
No matter how good your service or how much they get for free they leave 4$. They leave the servers they like 6$ no matter what. They are a very needy table typically they go through at least 5 drinks a piece and are always wanting extra of everything which i’m more than happy to give them but they are going to pay for what they get.
I had the opportunity to serve them one night and I charged them for all their sodas minus the one actual child at the table and they demanded it be taken off. I explained that even though they had the free kids meals that if you’re over 12 I have to charge for a beverage. The father became even more insistent saying each time they come they’re taken off and they want it taken off. My manager just gave them what they wanted because they didn’t want a complaint and their ticket was originally about 48.00 and after the comps it went down to 24.00.
The Mother is a Sunday school teacher so I’m guessing she has a book of these meal tickets that their supposed to be giving away and instead uses them at their favorite restaurant twice a week.
We are losing money as a restaurant when this family comes in yet the managers say nothing to them. Was it wrong for me to insist on charging them? What would you do in this situation?
(Submitted By Liz)