So its been a while since I posted and I felt it is time to get back on the train. This past weekend has given me a few new things to write about. Please remember that while some of these comments are negative, this blog is a way for me to reflect and gather information. I look at The Maverick Chef Blog as an extension of myself where I can talk and/or write about whatever is on my mind.
So, now to the heart of the matter. This past Saturday, a customer had returned a second time in the last two weeks after (thankfully) not coming in for about 8 months. Let me preface this by saying the last time he came in, we asked him not to return after several visits where there was just NO pleasing this person. A malcontent, bi-polar, all around jerk who never got what he wanted from service or food. The kind of guy who orders steak medium and really wants medium well, too much pepper, too much of this, too much of that, “horrible” service, and on and on and on. Frankly there were so many issues I cannot remember them all and probably do not have enough room on this post to list them all. The last time he was in, we told him “obviously we could not please him and he should probably take his business elsewhere from now on.”
So flashback 2 weeks ago. Word gets to me in the kitchen that “that guy” is back. I couldn’t believe it. Seventeen years in the business and I have never asked someone to never return. Guess he is hoping something has changed. Yes, somethings have changed. We are busier than ever and have our most solid team to date. That’s it! I proceed to debrief my team about the “mustard guy” and previous experience and what to expect. Later that evening I learn that he was told nothing has changed. We manage to get through almost the entire meal without issue. A problem with dessert, the kitchen’s fault, ruins a perfect game that night.
So with everyone at DEFCON 1, we proceed to take our chances again this past Saturday. This time everyone knows the story and is on high alert. We can’t even get past the first course without issue. I guess if the fritters are not straight out of a volcano, bathed in lava, they will never be hot enough. Fine, re-heat, return. Well, this didn’t sit well with Mr. Mustard. Manic over the fritters he demanded a whole new order. Fine. Done. Next?
Please keep in mind it is a busy Saturday night with the restaurant close to capacity. I have about 30 assorted pieces of meat on the grill, all to be cooked to different temperatures, appetizers, sides, expediting duties and trying to watch all the other food going out of the kitchen while trying to assure myself nothing else will happen with this table. I immediately ask my intern to get me a side of mustard (he likes mustard on his filet? guess the smoked blue cheese walnut butter and violet mustard vinaigrette aren’t enough tonight). Salad order comes in, they want balsamic vinegar. Now at this point I think about being a real jerk, sending out a side of aceto balsamico for 20$ or simply tell them we do not have balsamic vinegar, which we don’t(hint to those who like to make their own menu, if its not on the menu, chances are we don’t have it). I tell the server we have white balsamic vinegar by chance but that’s it. Done. I decide that there is no way the entrees come back because they are cold so i put the plates in the 500 degree oven until it comes time to send them. However, the filet (remember, Mr. Mustard’s I am sure at this point) comes on top of a cold salad.
Turns out Mr. Mustard has the gaucho steak this evening and all the extra attention I payed to his paticular plate was for naught. The plates mind you, are so hot that when I place the eggplant puree on one plate, it starts to bubble. No way these come back cold!!!!!
In a freak act of God, Mother Nature, circumstance, chance or possibly our “spirit” friends here at the restaurant, none of the entrees return. Hallejuajah!!!! I don’t think I could continue to live if they had come back. In fact, I was prepared to go to the table with the blowtorch we use for creme brulee in needed, a Catherine Zeta-Jones moment if there ever was one.
So no dessert(damn) and the check please. Even after a cordial “goodnight” from someone, the person just ignored it and left.
I have to tell you all, I am over-come with grief at this point. Can the restaurant survive without Mr. Mustard and his crew? Will we go down in the annals of restaurant lore as the little place that could? Will Mr. Mustard dare return? We have decided already to ask him to leave immediately as there is not one server to wait on him and I certainly will not cook for him. We reserve the right to refuse……..
The point of this story is that the customer is not always right. While we will do everything in our power to make someone happy, we will not bow down like slaves nor be treated as second class citizens. I understand people have different tastes and likes and I am willing to try to meet or exceed them ALL the time. However, certain individuals do not stop. Those people my friends, will never have them met, probably live a miserable life and will die alone and unhappy.
ps. As an exclamation to this wonderful evening, we had a man order the “PORK SIRLOIN” at closing time. He proceeded to send it back(sans the mac n’ cheese which he did want?) because he “thought” he was getting New York Strip(Beef). Now I do not know about other restaurants in New Jersey, but ours is printed in the Queen’s English. Where in the world did this guy think he was and what menu was he reading? The menu clearly states pork. We have no New York Strip on the menu, no special alluding to one or anything else that would give him that idea. So what do we have to do? make him a steak of course while “eating” the cost of the pork plate, charging only for the steak he now wanted. And guess what? This jack-ass was actually upset when we charged him for the side of mac n’ cheese he took off the pork plate and ate while retuning the rest!
I do love the restaurant business…………….
