Monday, April 2, 2012

More Scent of A Salmon

(This is a follow-up to a previous post)

After posting previously about our latest dining-out fish adventures, St. Pauli Girl said, “You forgot to mention that the manager said that maybe we weren’t used to such a pungent type of fish.”

Yes, he did say that. And technically he was correct because we usually eat good fish. I’m not sure I’d positively describe any food as pungent except for possibly cheese or mushrooms. But his words brought back memories of one of our restaurant ownership experiences.

One of the first things you learn in a service industry is that the customer is rarely right. Sure there are always valid complaints but 95% of the time, you can come up with a reason as to why the customer is wrong.

A few years ago, we had just started serving prime dry-aged steaks at our restaurant. A customer complained that his steak tasted rotten. I took this as an opportunity to educate the customer. I apologized and offered him another entrée instead. I then started to explain that dry-aged steaks do have a much more intense, almost nutty flavor as opposed to a regular steak.

He responded, “Yeah. Or maybe your chef isn’t rotating the meat.”


That was the last time I tried to educate a customer. I learned that although a customer may not be right, don’t try to convince him of that.

So I regret not telling the manager at that restaurant, “Or maybe your chef isn’t rotating the fish.” Then he too could have learned this valuable lesson.

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