Guests complain about wait times or substitutions like we’re trying to ruin their day. Today I had people act like a missing garnish was a personal attack. How do you explain reality to guests without making it worse?

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Smile, nod, and comp a soda. Fighting ignorance is a waste of energy.

If they are already acting like that, you know sound reasoning probably isn’t going to go far. Apologize and move on.

The only thing you can do is say I’m so sorry you’re right. Let me fix that for you because people really are unreasonable and it’s just the nature of the beast.

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I'm still very apologetic when explaining. You can explain all you want, but some people don't have the human decency to put themselves in other people's shoes. Often, they know they are just looking for an excuse to act entitled.

Just apologize and offer to comp whatever you think you need to comp to get them to shut up and go away. Some people are so miserable that there's no other way to pacify them than let them think they're getting a freebie. It's so annoying, but that's the way it goes.

I think those types of people are not very understanding. Like B1 said, apologize and comp a soda.

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