A One Body Problem

I work in a tourist-heavy coastal restaurant. We always have WHOLE Maine lobster on the menu. A guest asks about it.

Me: “Yes, it’s about a pound and a half whole lobster, cracked, with a choice of two sides.”

She orders it.

Once I can see that the food runners have delivered the lobster and other dishes, I head over to make sure the guests have everything they need. The woman has cut into the BODY OF THE LOBSTER!?! She is upset and horrified.

Customer: “Why is this full of guts? This is so gross!”

I’m in shock. I really can’t get my brain around it.

Me: “Let me get my manager.”

My manager doesn’t have time to speak to the lady, but okays replacing the lobster. I go to the table and discuss what I can get her instead. I make it clear we can’t break down a whole lobster for her, but that we have chopped lobster meat that can be presented in many ways.

She just asks for fried shrimp instead. I offer to leave her the lobster claws for free (not like we can do anything with them).

They left a crappy tip, but what bothers me is that she took no responsibility for her bad experience. If she was confused and didn’t know how to eat the lobster, why didn’t she ask?