Anyone who works in the food industry will hear the old proverb, “The customer is always right.” However, in today’s society, it is debated whether the customer is truly correct or truly nonsensical. Accompanied with the opinions of local restaurant workers, I set off to find the truth about this motto in the modern food industry.
“As much as I’d like to say no, I can’t,” junior and Don Felix’s employee Brianna Rumbo said. “Agreeing with the customer is always the best way to go, even if you know you’re right.” Although society has a difficult time agreeing on restaurant service, following the philosophy that customers are always correct avoids conflict. Rumbo gave an example of when Don Felix’s began charging for extras; one of Rumbo’s customers stated how she had ordered extras before and she was not charged, so she refused to pay extra. In order to avoid hostility, Rumbo removed the charge from the ticket. “Sometimes people can’t agree when it comes to service,” Rumbo said. “But trying to understand where the customer is coming from is a big step.”
“Sometimes they [customers] want something that is impossible,” McDonald’s employee Kelly Freeman said. Indeed, some customers seem to go out of their way to dishearten restaurant employees through constant, unreasonable complaints. Freeman also gave an example of a customer she had to deal with, for the customer was unsatisfied with the amount of sauce on her hamburger. When Freeman put much less sauce on the burger, the customer was still unsatisfied. Eventually, Freeman gave the customer a hamburger without sauce and put the burger’s sauce in a cup so she could do it herself. Unreasonable customers like this create chaos when it comes to a restaurant employee’s job to serve those who are hungry.
Agreeing with the customer, within reason, seems like the best policy for restaurant employees. Although some customers are simply ludacris, this philosophy benefits the restaurant and employee. Therefore, the customer is always right.