Resolving A Problem Customer’s Issue? How Rare!

I worked at a retirement community. Some of our “guests” had no problem yelling, cursing, and personally insulting anyone involved in their dining experience.

One major repeat offender was an elderly couple who visited the restaurant weekly. The man would order a rare hamburger. I have no clue what the wife ate because she never spoke or complained; the man, on the other hand, did enough complaining for both.

Customer: “The burger is cold!”

Me: “I’m sorry, sir, but you did order it rare—”

Customer: “What kind of idiots do you have back there in the kitchen?! Or is it you that’s the problem, taking too long to get the food out to us?!”

I knew there was no resolving this since a rare hamburger equals raw ground beef, along with cold lettuce and cold tomato slices. This would always have the same outcome; it would always be COLD. I tried explaining that, but he always insisted:

Customer: “No! Last time, it was a hot rare burger!” 

Usually, I was left with no choice but to take the burger off the bill and apologize.

The next time, I decided to be proactive. I went to his table and warned him up front.

Me: “Sir, if you’re going to order the rare burger, it will be cold, and if you have an issue with that, order something else. Furthermore, if you do indeed order the burger, you will have to pay for it no matter the outcome.” 

He ordered the half rack of ribs, received it, ate it, and loved it. Problem table resolved!