Friday night....7:30pm. Party of 11 walks in the door. No reservation. I tell them it will be at least 45 minutes before I can get them a table. They are completely dumbfounded. They can't believe it. "45 freakin' minutes?! That's ridiculous!"
It turns out that it takes an hour before I can get a table for them. In the meantime, I've put them in the lounge and have gotten them drinks and app's.
By the time they sit down they are completely irate, rude and quite loudly ridiculing both myself and the staff for our ineptitude. They, of course, end up leaving after dinner (after refusing to pay the automatic 18% gratuity that is clearly marked on our menu for parties of six or more) by telling me that they will never return and that making them wait for an hour was completely uncalled for.
In an attempt to smooth the situation over, I found myself profusely apologizing and explaining to the gentleman that it is our first priority to make sure that our guests have a memorable time when they step through the doors, and anything less than that is completely unacceptable. He was not swayed in the slightest. And then I realized that I really don't want people like that in my restaurant. They were jerks, and completely unreasonable. I love to please people and nothing makes me happier than when people walk out of the restaurant telling me that they had the best time tonight. Some people just aren't worth fighting for. The customer is definitely NOT always right. After sharing a few more words with the man, I told him "Perhaps it's best if you don't return. You clearly did not like what we had to offer and, I, in turn, did not like anything you had to offer." I returned his money and asked him never to come back. $488....best money I ever spent.