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Service Industries: “No Escape from Reality” + Entitled Customers
By: Patrick Maguire
Book Chapter: Confronting without Confrontation
Posted: 07/1/2015
Yes, this is the “real life,” and it’s not “just fantasy.” A lot of humans just plain suck.
It’s no fun being the Fun Police. I’ve been a member of the brigade often. And no matter how hard you try, it’s rare to confront a group of “fun” people who completely “get it” when you ask them to consider the circumstances, their volume and actions, and everyone else around them. When you add alcohol to the mix, it often doesn’t end well.
Today’s post comes with permission via KC, owner of KC’s Rib Shack in Manchester, NH via their facebook page:
Open letter to an OBNOXIOUS Self Entitled Customer: ( I have always come from the school of “The customer is always right” and many of you who know me and have been customers of KC’s for many many years know I will bend over backwards for my customers.) That being said, there are times I need to say what needs to be said. Which is what follows [after Joyce’s ‘review’].
Joyce — 1 star • KC’s Ribs Shack WAS one of our favorite places to eat HOWEVER we just left there very unhappy. We had a party of twenty for a birthday party. We were all seated in the bar. We were having fun singing along with the radio when the OWNER came over to the table and very RUDELY told us to keep quiet others were trying to eat. Now mind you there were about 10 others in the bar and they were all laughing and having fun with us including the bartender and wait staff. When we confronted owner about him being rude he said he didn’t care! Let it be know We will NEVER EAT THERE AGAIN!!! We had a 500 dollar bill they have now lost our business! And I now will never recommend this place to anyone!!! I will never go again!!! #KCRIBSHACK #THEYSUCK #ownersanASSHOLE #boycott
KC’s response:
Dear Joyce, I sincerely apologize that you mistakenly thought my restaurant was a karaoke bar.
We are a family restaurant not a bar. I realize you felt as though everybody in the entire restaurant was rejoicing in the painful rendition of Bohemian Rhapsody you and your self entitled friends were performing, yet that was not the case.
Although sometimes it is tough to walk the line between being the fun police and allowing our customers to enjoy themselves to their fullest. We have to draw the line when it becomes a nuisance to other customers in the restaurant at the time. Two tables asked to be moved to other areas of the restaurant even after your group was asked to stop singing. You probably missed out on that because it is clearly all about you. I’m glad you and your inconsiderate friends have vowed to “Never Eat There Again” and to #Boycott KC’s Rib Shack. Go ahead and continue your social media crusade on Yelp and facebook. I think you may have forgot Tripadviser as well. Thanks again for your feedback. We will let you know if we decide to become a karaoke bar in the future. #IMKC #IMTHEASSHOLE #ISUCK #DONTNEEDINCONCIDERATECUSTOMERS
“Easy Come, Easy Go” -Freddy Mercury (Bohemian Rhapsody)
4 Responses to “Service Industries: “No Escape from Reality” + Entitled Customers”
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Permalink | Posted in Confronting without Confrontation, Customer Hall of Shame | 4 Comments »
Never forget it’s an “all about me” world.
There are too many “all about me” customers in today’s world – where did their parents go wrong? 🙂
It really makes you wonder! Sounds like the owner dealt with it in the best possible way for his business and his customers. Why anyone would think they could disrupt a restaurant that way is totally beyond me. He did the right thing!
Shame on Joyce and her entire group, and their fralgrant display of rudeness at KC’s!
What ever happened to “common courtesy”? This meant having respect for others in a
public place…a restaurant for example, and with it came a promise that one wouldn’t
drop F bombs next to a table of 4 celebrating a 50th wedding anniversary, and that you
would be granted the same respect in the future.
Joyce mentions the $500 tab that she and her friends rung up in food and
beverage. It is implied here that $500 should give her the run of the place for
the evening. Wrong. When sponsoring such events in the future, I suggest
that Joyce investigates renting a private room in a restaurant that caters
to her needs. Such accommodations require rental fees, and $500
is not unusual for such an event…..even before food and drinks are
added to the bill. This ensures that you will have private space to
enjoy with your friends, while not disrupting the owner’s place of
business for your own whim and needs. In the future, Joyce may
consider other options for such a party….. Perhaps a tail gate party
out in the woods. Don’t ever try to ruin a hard working man’s place
of business with cheap catty insults through the media. You should
be ashamed of yourself. If you want a beach party, then go to the
beach. Nobody, but NOBODY wants to listen you sing, I assure you.
People are so self-entitled, it’s not even funny. Paying $500 does not give you the right to be a jerk.