THE INFAMOUS KOSHER PORK SANDWICH!
Sometimes the hardest thing (and the first thing you should avoid) is saying NO to a client.
There are many reasons why, but the most important is that a big part of the kayfabe is to do whatever it takes to avoid saying no. And this is what everyone is getting paid to do.
Let me put it this way: once we had a customer coming into the resto asking for, I kid you not, ”a Kosher pork sandwich.”
How would you react to this? What is the best line of defense? Try, ”Okay, let me look into it.” ( and DO IT).
It’s subtle, it’s honest , rolls out easily, and makes you look like you care. Of course go talk to the manager, most kitchens should go out of their way to make the impossible possible, but if it’s simply not possible, here is how you can deliver bad news:
“I’m afraid that…”
“We looked into it, but it doesn’t seem possible with our current setup…”’
“I’m afraid that we are out of x. Or y. . .”
“Sadly it’s been sold out. The chef would love to help, but it proved wildly popular today as you may imagine. . .”
“Chef loves the idea, and will consider it for next time. . . however . . .”
“Please let us know next time you will come and we will do our best. . .”
How’d we solve the kosher pork sammich conundrum? I ain’t no Moses but I know it’s not possible to make a kosher pork sammich. What we did was ask the guest for clarification. Turns out what the guest really wanted was a pork sandwich without cheese… just put the cheese on the side. That, in his eyes, made it kosher. Amazing what people will order!
Whenever possible, the manager should intervene if there is an issue.The issue is obviously important to the guest (you will know by how they say it, so pay attention to body language).
Adding another layer of separation allows for two things:
- Customers feel that the restaurant really cares
- They won’t take it out on you, or the restaurant
- Appeases the caveman that a bigger chief leader is involved in bringing justice
- It is the manager’s job after all, and they have tools to make things work that you don’t
- It helps put the issue in perspective for all parties, win-win
The lesson here is to always clarify. If you are certain of a No, then say it as nicely and smoothly as possible. It’s polite and makes for good business. AND NEVER GET INTO AN ARGUMENT WITH A CUSTOMER. PASS THE PUCK. CHARISMA, WIN.
A manager is like the goalkeeper of the team —he or she will be the buffer between clients and the restaurant. Use them wisely.