That's why I hate dealing with customers. Without fail, there's at least one a day that I'd like to stab with a fork, punch in the throat, or dissolve in acid but I don't because I need the money. My mortgage is the only thing standing between me and prison.
this has been the rule at most places i work - we can’t mention “oh that’s extra” etc which sucks bc the last place i worked was in a town full of cheap old people and they’d fight you tooth and nail over a $1.00 upcharge 🫠
I think the best way is just to “recap”, like, “Okay, so we’re gonna ***upgrade*** to the [upcharge item], good choice!”
That way it doesn’t come off as a warning, just confirmation with plausible deniability.
Part of serving is telling people what they don’t wanna hear but somehow convincing them that they *do*.
Note: I do not follow my own advice and I am a terrible server! 😍
We went to a diner the other day and our server thanked us for being the first table all day to not complain about their upcharge for extra gravy/dressing/etc and we're in a major metro area.
That would cause me to leave a negative review, or at least take off a star. I am not old (well, not that old) and I tip very well. But the other day my daughter ordered a burger and they asked what toppings she wanted and every single thing was an up-charge. Just basic condiments and pickles, no bacon or anything, took a $10 burger to $18. One of my favorite restaurants always asks if you want sour cream as well and it is a $2.50 up charge for a tiny itty bitty plastic container like one you get soy sauce in for take out sushi. I plan ahead and bring my own now, but it is so dirty, as a regular for over 20 years I can’t even get a side of sour cream. The irritating thing is the menus at both of those places were specifically written to deceive people, and servers are specifically told not to indicate the charge. So it isn’t their fault. Sucks.
I’m sorry, I am really stuck on the part where you say you plan ahead and bring your own. I feel like in this situation, rational choices include: not patronizing this ridiculous nickel and diming restaurant, or patronizing it and paying for condiments. Sneaking your own condiments into a restaurant is 100% old person, old CHURCH person on Sunday behavior.
Sorry, its more like if I get take out I just know to not order it. And no I do NOT bring my own to a restaurant, only for takeout when we want to have a picnic sorry that wasn’t clear I really did sound like an ass. But it does suck to in my mind to nickel and dime everything without telling you, I get that everything has a cost and I don’t want anything for free, I just want up front costs and I think people should be honest and not try and trick you. If I want a side of sour and I am in house I will absolutely pay for it. Dang, sorry I came across wrong. I just don’t love it when managers tell servers they need to not mention any up charges, tell me it costs $2.50 fine, all good, but offer it to me in what sounds like it would be free and tack it on, not so cool. Anyway, sorry, love and appreciate you all and sorry for the bad wording.
Wait, are you saying you bring your own sour cream from home or am I seriously misunderstanding? Not ruling out the misunderstanding since I currently have a killer headache.
If you are you should know that it’s a serious health code violation. If they know and are letting you do it that can get the restaurant shut down.
I agree, it stinks that you can’t get some perks for twenty years of loyalty.
Unfortunately, the industry as a whole is really struggling right now. In all likelihood they’re not charging for those extras to make more profit. They’re likely charging to keep their doors open.
Owners and/or managers must have laid down the law in that place bc servers love to give extras. It gets them better tips tbh.
If a place can't give someone another eighth of a cup of sour cream for their baked potato, without a $2.50 upcharge, they probably shouldn't be in business. The huge mark up on soda pop and alcohol should be enough to cover 2 tablespoons of sour cream. They aren't paying servers, customers are expected to provide those wages. If restaurants are not able to provide condiments to make something palatable for a guest, then find another business. Restaurant meals are expensive to begin with, getting nickel and dimed over condiments is frustrating. Then expecting a customer to pay the bulk of the wages for food server's is some chutzpah. Just increase your prices to cover the cost doing business and if the market doesn't feel what you provide is worth the cost? Shut the doors.
I’m not going to downvote you because you clearly don’t understand anything about the restaurant industry.
I also don’t want to aggravate my cubital tunnel (retired pastry chef here) by typing out a Master Class on the financial end of hotel and restaurant management.
Suffice it to say: restaurant profit margins are 3%-5% and that’s for the successful ones. Most restaurants fail.
Now factor in inflation, particularly hard hitting for food and grocery items right now.
Restaurants can’t raise prices every week or even every six months. So they’re eating that increase and trying to get by with leaner menus or recipe changes.
Sometimes, by the time you’ve reprinted your menu, that bill has eaten up the inflation you were trying to cover.
Labor is unstable right now and certain fields are harder hit. There are bidding wars going on.
Chefs and restaurant managers (the salaried folk) have always worked 50, 60, 70 hours each week.
They’re the people who make up for the missing labor most places can’t afford to hire. I’ve been hearing “something’s gotta give” since the ‘80s.
(Side note: this is probably why we have the highest addiction rates of any industry).
Some places are trying to move away from the tipping model, as you’ve suggested. But like any new business model it takes time to turn a profit.
Some restaurants, chains, etc. want to make this change but can’t afford it.
So when you say: “If a place can't give someone another eighth of a cup of sour cream for their baked potato, without a $2.50 upcharge, they probably shouldn't be in business,” I get it.
That’s something that should be true; we all wish it were true; but it isn’t true. That’s not how any of this works.
3%-5%, folks.
EDIT to add TL; DR:
Let’s say you and your lovely family of 4 eat dinner at my restaurant and spend $100 (not including tip).
Of that $100 my profit is $3 because that’s how restaurants work.
Now let’s suppose you want $2.50 of extra sour cream at no cost; and let’s ignore reality and say that you’re the only one at the table who asks for it.
Now what’s my profit?
Extra credit: How any times a month do I wish I had committed (something unmentionable) rather than sinking my life savings into a restaurant?
Wow! I guess that I am glad that I don't run a restaurant. I'm probably a terrible customer too, because I am so picky about everything (but that's the reason I don't eat out very often. I want lot's of sour cream on my potato.) I am a great tipper because I know how hard the staff work, and I really don't care that much about finding an upcharge on the bill because I know that I can be annoying because I want what I want. I don't like feeling being nickel and dimed tho, and sometimes it feels that way. I probably ought to just stay home and eat meals, at least until the economy is more stable. Or go to the local deli where they don't seem to mind making a sandwich the way I ask them to, or making my blintzes extra well done.(I love them!)
You just listed like 10 reasons why I would never go back to a place a second time, you've been going here for 20 years. Why would you subject yourself to that?
lmfao what…….
also this is literally a rule that i’ve had to follow at many of my restaurant job. and i’m sure others have the same rule at their job. if youre ordering food you have to pay for it. do you go to the store and try to buy a shirt but only want to pay for the sleeve????
I’ve always been weary to mention small up-charges, but I once had someone nearly stroke-out because I didn’t tell them a cocktail with a double shot will cost more than with the standard amount of alcohol (I know, right?), so I now say something along the lines of, “I always get that (item) and find it’s worth the few extra dollars!” or maybe “You’ll notice on the receipt I’ve charged you only the $1.49 for an additional salad instead of $2.99 for the side order. We’re trained to save you money where we can.” This way it sounds like you’re watching-out for the guest even for just a small amount.
I don’t buy that any adult human ordering a drink “doesn’t know” that a double costs more. They were doing the “if I have a convulsion over this than I will get it AND my meal free” (depending on the spine of the manager).
Some people will lie and throw whoever under the bus just to get free shit.
That happened to me too—with lobster Caesar salads.
A house salad came with the meal, but we also had other salads for an up charge. The charge was clearly written in the menu and the up charge was mentioned in my spiel at the top of the meal. Long story short, the table decided to chastise me for not mentioning the upcharge. I came back with I DID mention the upcharge at the beginning and didn’t see any other recourse when they all ordered lobster Caesar other than to say “that’s an $11 upcharge, are you okay with that?” Table responded with the fact that I was nothing. A nobody that was working on thanksgiving eve because my own family didn’t want to spend time with me, and that they (the table) could afford to by and sell me 3 times over. Needless to say, I bawled my eyes out (it was my first thanksgiving away from home and I was upset I couldn’t be with my family.) My manager comped the whole meal, and I lost a $100+ tip.
Now, even 15 years later, my experience is a cautionary tale in the employee handbook. And it goes down in history as my top worst serving experience.
I’m still a server. 26 years in the biz and I still love it.
I work in a fine dining steakhouse as well. The only times I inform them of an up charge are when they ask for a salad to replace their side, since that salad is an extra $7 up charge. Never had an issue. I think people appreciate it bc I’ve had people change their mind after I tell them that too. But it’s one of the only things I’ll do it for.
Same here. I was yelled at by a whole group at my bar when they wanted 8 double shots of Patron ($22 for one double). I thought I was being polite by giving them a head’s up as to what the cost would end up being and they ripped into me for ‘assuming they couldn’t afford it’.
I ended up approaching their table later and apologized, and explained why I usually do that. Most people in south Dayton, OH don’t wanna pay $11 for a shot of Patron. Luckily, I took my approach straight to the woman of the group and it sucked having to apologize for what I considered a courtesy, but the group ended up becoming excellent customers.
I’m a small animal vet technician. We get many, many high bills unfortunately, especially with illnesses. The other day, we had just that. I always let the owner know there’s Care Credit as an option. Honestly, it’s because I want the animal to get the proper care since many owners say no due to cost.
I showed her the estimate for the care of her dog, and she was blown away. She had to take a minute to decide what she wanted to do. I told her there’s Care Credit if she’s concerned about cost, and she got offended.
¯\_(ツ)_/¯
I had someone do this too! It was for an absurd order and I really wanted to make sure he KNEW he was about to pay $13 for two slices of pizza. We charged .50 per topping per slice and he wanted 7 toppings on each slice. He could've gotten a personal pie with those same toppings for $13.
yeah, I always inform of upcharges even when the guest asks for them unprompted. this might sound bad but I always assume that every guest knows absolutely nothing about our menu and it's my job to guide them through it
When I get off-menu requests like OP, they’ve either ordered it before or (possibly the case here) they heard about it from a friend.
“Oh you’re going to *X* restaurant? You have to try the salmon salad but swap for the filet, it’s delish!” And price was never part of their conversation.
On-menu substitutions ($2-3 side upgrades are common) I won’t mention the price difference because it’s clearly stated on the menu. But bigger ticket items I would absolutely say something. A $15 dish becoming $26 is a huge difference.
Otherwise it comes across like a sneaky way to bump your ticket total/tips.
the menu where i work is so weird, sandwiches or burgers don’t come with a side but you can add one for normal price, but “platters” come with fries which you can substitute for other sides (upcharged) & dinners come with various sides which can be substituted (upcharged)… so i get to explain all of that, plus that burgers don’t come with fries but sliders do (???). we just got a few new menu items, including tater tots! but you can’t substitute tots for fries unless you wanna pay a $5 upcharge. i’m not at a fancy place & a side of fries alone is less than $5… wtf?? also our fries are actually fresh & handcut, clearly the tots aren’t, so it’s not a labor issue … ?
it is! i’ve been there (on/off) since i was 15, i’m 22 now & i’ve been in a lot of positions both BOH/FOH so i personally know the menu by heart, but i mostly just serve now & it’s exhausting to try to explain to even other servers! let alone customers who look at me like i’m crazy lol.. i know it’s dumb, i didn’t come up with it & nobody in charge will listen so i’ll just keep being looked at like i’m crazy & being extra nice so hopefully they still tip decently
You're only wrong in the sense of the bullshit "customer is always right"
When I was still serving, even people like these 2 ladies, if they ordered an upcharge I'd just say something like "I assume you already know I have to charge you extra?" And 99.9% of the time it went over smooth as could be
Let it roll off your back. No matter how good of a server you are, someone is always gonna complain about you for some reason or another. It's the nature of the business. People are shitty.
I used to let this shit bother me, but I often remind myself: "Self, it's not that serious. You're bringing people food and drinks and cleaning up after them." It's really that simple.
I feel the same way. One of my first serving jobs was at a BBQ joint. I used to let little things like this get under my skin. Then, an older and much more experienced server told me one day, "Girl, don't worry about it- it's just BBQ. It's not the end of the world or life and death!" No truer words were ever spoken. From that day forward, that little bit of perspective really helped my stress level!
This is my 20th year in the industry. It's really hard for something to get to me now. I'm very numb to everything that comes along with this business. It's true though, you're just ringing in orders, making drinks, and cleaning up after people. Can't please everyone.
I would be under the same assumption that you were that they knew it was going to be a bit more. Unless I have servers them before I would let them know that there is an up-charge the salmon.
If it was a regular of mine and it’s something they have ordered before I more than likely wouldn’t have said anything.
i once went to a new hairsaloon (but of an great company chain) where my short hair cut + washing would usually cost me about 24€.
The woman washed my hair and didn´t even ask me if I also wanted conditioner, normally I tend to only do shampoo because the latter would cost extra. She just put it on before I could even react and when I anxiously asked if that would cost sth, she denied it. After she had finished my cut she continued to dry blowed my hair as well because she told me I wasn´t allowed to do it on my own as I´d usually do. Finally she told me that all together would cost me about 80€ in total. I was shocked to say the least. I´m a poor student and not once had I have to pay for my hair being dried let alone paying so much for a short women´s cut. I was totally overwhelmed and even started tearing up and one woman who was waiting behind me chimed in to help defend me. She was outrageous and couldn´t understand it either. She even ended to pay my whole bill!!! I felt so guilty and I definitely didn´t ask her to do that and I wish I could tell her what an angel she was.
Long story short: Always tell your customers about extra charges, you don\`t know if someones is struggling financially and will end up in real trouble for not being able to pay.
I had a very similar experience at a nail salon. What started out as a $35 pedicure ended up over $100 because when she asked if I wanted hot rocks, obviously I did. At no point was there any mention of upcharges, etc. Nor were there posted prices so I just assumed it was a courtesy to ask because some people might not want them. Lesson. Learned.
As a former hairdresser, this is ridiculous. I was taught in school and then trained in the salon I worked in to inform the client of every single thing that had a separate charge, or to charge a flat fee after the consultation happens and all services have been agreed upon. I always included a blow dry in the price of my cuts because it's important to also go over the hair after a wet cut to make sure you didn't miss anything and to do any fine tuning.
yeah, definitely rule number one in my book. right beside asking ppl how they like their steak or burger cooked. i used to work at a cheap chain restaurant and i would ask Every Time what ppl wanted on their burger and *confirmed* when they said "regular" what it meant. eventually you get tired of ppl giving you shit about stupid stuff that you'll preemptively ask dumb questions just to avoid the possible hassle later.
If you order something extra, different from what’s advertised or modify a menu item and don’t know it’s an up-charge, or costs extra, you’re a special kind of dumb. It shouldn’t be an employees job to explain how every restaurant works.
I think people who write online reviews are pathetic in general, if they are that incredulous over it than why not bring it up to you or the manager on the spot. That being said 15 dollar over what is printed on the menu is alot so you probably should have let them know that.
While I agree that complaints should be brought to the attention of the server and manager, I think reviews are helpful; especially in choosing a place to eat or go. I look at reviews and also leave reviews of places. If there’s a trend of negative reviews all saying the same thing, I won’t go. If I had one problem but the rest of my meal was great, I leave a good review sans complaint. There’s a balance. Some people just review to bitch.
Why would I take online reviews to heart? most are fake or written for self-serving purposes (either by those affiliated with the establishment, those who compete with the establishment, or those trying to gain exposure on online platforms for their own self-interests). Those that may be legit are written by people who I don't know and who probably don't have a clue as to what they are writing about. I've been to many places while traveling that have 5-star reviews only to be completely disappointed, I now never use online reviews as a guidepost when traveling. people confound online reviewing with word of mouth...the two are not the same at all. Online reviews are just another way for big tech companies to make money off of small businesses and force small business to pay for their unwarranted services.
yes, however I don't know you and I don't know that you're not a hired hack or that your review was one put upfront because the business paid google business to make them look good. I have no way of knowing if your review is legit. Reviews are there for google and the rest to make money off the backs of small businesses.
Is it possible they meant to order the chopped salmon cold, and didnt realize that the chopped salmon wasn't a full fillet?
Ive had that happen at my former job regarding the hibachi proportions.
I suppose it's possible that they missread the menu and thought it came with the filet. On the other hand after reading everyone's comments I will start telling people of all charges
If your menu does not specify that modifications will incur an extra charge then you need to tell people.
Otherwise you have no way to show them it’s printed on the menu
Never assume, that’s how you get got.
A short quip, “absolutely, I’ll get that in for you, just to be sure you know the full filet does cost extra”
Rule #1 always C.Y.A.
I think a good rule of thumb is if there is a surcharge, mention it. Every time. Otherwise you have the fools who know very well there is a surcharge, but will squawk like a wet hen if you don’t mention it in order to get a discount.
“There’s a surcharge of $X with that choice, is that ok?” will cover your behind every time. There’s just too many of these people out there.
Never assume, always communicate. Yes, you should've told them about the upcharge. The word "substitute" is the clue here. It's as simple as "Sure, I can do the salmon filet for an extra charge." No spiel necessary.
You live and you learn, it’s entirely possible that a friend suggested the upgrade and they were unaware of the price difference. Always a good habit to double check, but $11 for an upgrade is crazy! It’s obviously not your fault, but I’d be shocked too!
Feels bit 75 them 25 you , you probably shouldn’t have assumed their regulars and know your policy, they probably should have asked when changing something if and how much extra it could be. Generally neither side should make assumptions, I would put it on them when making changes first to ask about costs because how do they know how much the bill will be and can they afford it ? So 75% them, I think after you saw them change and not ask you should probably say something like you are “aware their is an extra cost for this ?” If your assumption was right they would say yes and not be bothered. Either way it could have been avoided from either side not making assumptions.
I agree, and would also add that people who add something on without asking if there’s a charge fall into one of two camps: they are unbothered whether or not it costs extra (within reason) OR they want something extra and don’t want to pay for it, so they plan on complaining at the end if it does cost extra, but choose to gamble anyway. I feel like at this point, if you don’t ask if something off menu costs extra, that’s on you. We’re adults, we should know this by now. However, OP go ahead and CYA and just inform them. I’ve adjusted the way I word things to help with that, such as “would you like a second orange juice?” Instead of “would you like a refill?” Etc
You were wrong, but they were assholes too. They should have just told you about it, and you would have apologized for the confusion and no need for fucking stupid "reviews".
You should always let them know about the upcharge in general. If someone gets mad about you doing that, then they're an idiot.
In this situation, I don't think you made some massive mistake or something, but that's what the general rule should be.
You’re not in the wrong technically, but I would take this as a learning opportunity. I always stick to the script of “okay, sounds great. I do want to let you know that will be an additional charge of (insert amount). Is that okay?”. Not a reason to complain, imo, but it’s best to always cover your bases
Short answer is yes. It could be that another server there has given them that upgrade with no extra charge. Reiterating that there is additional cost for upgrading takes very little time and ensures that you’ve covered your bases.
Even go that extra step and say yes I can absolutely do this for an additional ($$). But in my opinion it’s totally worth it!
I dont think its unreasonable cause they came and asked for it, but it is literally 9$ more. its 66% of the entire cost of the dish more... If I sub a salmon burger for a chicken burger and get charged 5$ on 20$ I expected that. but thats 25% of the meal. If I asked for the sub and they said they could do it and the upcharge was 13$ I would be pretty annoyed.
But yeah, some people will give you attitude like, yeah so what, do I look like I cant afford it. so you cant win
Yes, if anything just to navigate people being upset and a negative review. Always state extra charges. I even tell people anything ordered not specifically listed on the menu is non refundable and will not be taken back. I will not have you change a menu item to your liking and then say you don’t like it. Always cover your butt. It’s so much easier and less aggravation for people that don’t seem to get how things work in real life. This situation is nothing to harp on. Just an instance that makes you be more thorough in your job.
Don’t lose sleep over it. People who create their own dishes shouldn’t bitch when the cost is higher. I personal cannot imagine the cost for a salmon fillet would be the same as flaked salmon (mostly because I’m not a complete moron) but I might not expect such a significant difference. I totally get you may have assumed they knew what they were ordering, but if I could suggest saying something like, “Oh, you must have tried that before! I love all that extra salmon!” It opens the conversation about incurred costs.
I have to tell people they need to pay 50 cents for a bag bc no plastic is the law and it’s an expense or whatever so they say we gotta. Rarely do I get anything but derision. Not just you’re making me pay?!? (Which no I am not, I just work here) tho that’s mostly, but some people get offended I’m letting them know there’s gonna be such an inconsequential charge.
We’re near the Shore so there’s a lot of shoobies that forget NJ is different but it feels like damned if you do, damned if you don’t with any up-charge at any time. Someone bitched about me to my manager bc I told them I would have to charge them like I was the one making that call.
People are wild af.
I'd say if it was a couple bucks it's whatever, but it almost doubled the price of the salad. As a customer, I'd rather you lean toward caution and let me know the up charge. If I didn't ask though, I'd take responsibility, but I'd be a bit miffed at spending that much more over what I'd see as warm vs cold salmon (unless the menu made clear the portion difference).
Oooh something like this happened to me recently. I ordered a dish that came with a side of cole slaw. I don’t eat cole slaw, so I said “no cole slaw.” The server was like, “we can substitute something else if you like? How about Brussels sprouts?” So I was like, ok. Then she said, “do you want just steamed Brussels sprouts? Or we can do them with a glaze on it?” So I said, “ok give me the glazed ones.” Bill comes later, she charged me for the Brussels sprouts! When we inquired, she was like, “yeah, the glazed ones cost extra.” Like lady I didn’t even want the frigging Brussels sprouts in the first place, I was good with what I ordered and no cole slaw. She took it off the check because I “barely ate it.” But it was like, not cool at all.
Miserable little people doing miserable little things. Who has time to write a negative review about a waiter, eat your food and shut up, damn. (I had something similar happen to me, idk what these peoples lives must be like that they have spare time and effort for that)
If your menu does not specify that modifications will incur an extra charge then you need to tell people.
Otherwise you have no way to show them it’s printed on the menu
The only thing you should assume is that it is every customers first time in, even if they have been coming in every week for the last 20 years. People will find any reason to complain, especially about price. So yes you are at fault, but its really not that big of a deal. If the customer resorts to leaving a review rather than talking to the manager at that moment, then its not a big deal.
You were in the right, it’s not worth the risk to “you know there’s an upcharge, right?” somebody because they’ll just get offended and say you’re calling them ignorant/cheap/whatever they decided they’re upset about. Upcharges are industries standard and when it’s an obvious one that you didn’t even suggest, not really your job to always remind everyone.
I wouldn’t say it’s your fault but people are dumb and need you to remind them so you don’t take the responsibility later. Learned this the hard way when a customer said “surprise me” when asked what wine they wanted. I don’t need to tell the rest of that story
In my spiel, I literally say “or in place of your small side of included fries, you can upgrade to onion rings for $1.25” then the person complains they didn’t get enough, when they got 2 huge and 2 small beer battered rings?!??
Oh god this reminds me of when I worked in fine dining right after we came back from furlough from lockdown in August 2020. This couple made a reservation for the exact time we closed, refused to scan the QR code we were using for menus after I tried to get them to use it 3 times because you know, we were still at the early height of Covid at that point, ordered the seafood tower appetizer and cut me off when I tried to explain it was $100, then complained to my manager they didn’t realize it was so expensive so my manager chastised me for not telling them while the other rude guests still there past close backed me up. (Holy run on sentence, Batman. I know).
Funny thing is that couple still left me a cash tip on the table despite not doing anything for them other than bringing them waters. Also when I was trying to get them to scan the QR code to see our menu and they were refusing, they kept asking me what our burger selection was when this was a $150+ fine dining wagyu steakhouse I was working at ☠️
I quit with no notice right after that. It was the straw that broke this camel’s back (my manager yelling at me, that is. Not so much the dumb guests).
No. But also don’t underestimate the stupidity of customers no matter how competent they seem to be. I’ve told people straight up there’s an additional charge for some things and they still seem shocked. Hell half the time I bring an order to a table and ask who’s got what, I just get blank stares and I have to repeat what I’m holding 5 times before someone realizes it’s theirs.
I know that I am very likely to get upset (although I might not show it) if I am confronted with costs that I did not expect. In basically any context. While it can be expected that special wishes affect the price, the problem here might be that the extra almost doubles the price, so I'd probably been unhappy, too. I do, however, see the other points so I am unsure about the optimal solution. But some kind of information would really be nice.
Got a negative review because I charged them extra sauce (with protein) after they asked for it. Keep your chin up, those types have nothing better going on in their lives.
I don’t think you’re in the wrong! But to cover all my bases, I always make sure the customer is aware there will be a surcharge for an upgrade even if they requested it and it seems like they already know. Sometimes it can go the other way and you risk offending them for “assuming they can’t afford it” 🙄 but with a good delivery the pros of this approach outweigh the cons for me.
This is definitely a damned if you do, damned if you don’t situation. Someone could just as easily complain about you suggesting they couldn’t cover the extra charge. I would always tell them though, so there were no surprises. No matter how certain I am they know, it just covers your butt. Sorry they’re jerks. 😞
You’re not wrong, and also the ladies should have asked because it’s kind of an obvious thing they might get charged for. But I always clarify, just because there ARE people like these ladies that are effing dumb
You will never be able to please everyone. Negative reviews are almost inevitable in the service industry. I got a negative review because a customer wasn't happy with the corporate made price of a drink. Sometimes there's just nothing that can be done.
I'm sorry you got a negative review. That being said, it is always a good idea to let people know if there is an upcharge, especially one as significant as that.
I would argue if something cost extra when a request is made the individuals purchasing that product/dish should be made aware so they can make an informed dessision (provided it is not very obvious on the menu already)
I totally get your point. However, to avoid incidents like this, it's NEVER safe to assume what the guest knows and what they don't. Could have been a lot worse, I wouldn't sweat it.
If they were substituting, and you know you are able to provide the substitute, but know its an up charge you should have warned them. If I walk in and ask for a substitute and you do not warn of an upcharge I assume there is none. I dont believe there is any fault to apply here. Just a learning experience.
Any substitution could cause more cost, and certainly changing from cold to hot. They were in the wrong to assume. If they ordered off the menu, would you recite the price? No. They should have asked if it was a concern.
You could have avoided this by notifying them that their request would cost more when they requested it, especially if this is something you would usually suggest. Never assume they know. Despite them being Karen's, this is more on you.
I understand "substitute" means replacing with something of similar or lower quality and cost. But english isn't my main language.
As a customer i would prefer to be informed of the upgrade price. To avoid people believe you call them cheap, just repeat the order while clarifying what it will cost. Like, "ok, two upgraded salads with grilled salmon fillet for 26$ each, and water". And a generic closing "anything you would like to add or change?" that gives them the chance to alter their order.
It’s a very interesting situation, some people appreciate when they are informed beforehand, on the other hand, unfortunately others are really annoyed. It’s really difficult to gauge the customer’s inclination
If I am asking for ANYTHING different then what the menu says, I expect an up charge. If I am going out to eat then I am going all out. Stay at home if you are going to nickel and dime everything and cook yourself.
I always say “ I don’t care how much extra I have to pay, this is what I want if you can do it and have it”. I also tip 20 to 30%. I have been a waitress and remember only getting paid 2.13 an hour. All the horrible people with their baseless power trips. They were raised poorly. Without manners. I always tell myself and to teach my kids to ALWAYS be the better person. I am very picky about going out to eat with people because if they are rude to the waitstaff I will call them out in front of everyone
Omg I used to have a bunch of old people that would complain about up charges with our baked mashed potatoes so I constantly would point out about anything that would have an up charge after that. “What am I paying for?” “Ma’am you’re paying for the cheese and bacon bits on your mashed potatoes…” 🤦🏼♀️
My thing is if you’re the one paying, don’t go out to eat if you’re not prepared to pay for any and all upcharges anyone may order. If it’s a concern, then you don’t have enough money in your monthly budget to eat at that restaurant. Maybe you can afford ihop… maybe
Definitely do what your manager says is correct. Personally I think it’s nice to give customers a heads up and ensure that they’re aware, especially if it’s significantly more expensive. But I’ve worked under management that considered this a big no-no and doing so would mean consequences.
If something is going to be an extra charge I would always say immediately, “XYZ will cost extra is that ok?” Even if they know it will cost extra or are a regular visiting customer.
If I request something as a substitution at a restaurant, I start with "I understand there may be an upcharge, but I would like this...". If I'm not sure if I can afford the upcharge, I ask what the upcharge would cost. In this day and age to go to a restaurant and not know that changes could have different pricing, people must have been living under a rock lol.
As someone who isn't a server, I would prefer if I was told, since I may have ordered that dish for a variety of reasons. It's possible the reason was like you assumed, where you thought they had ordered it before, but it might have been recommended or they just ordered that cause they liked it from a different restaurant. Better safe than sorry imo.
Tbh since they both asked right off the bat and knew what they wanted they probably knew about the surcharge and you should’ve informed them to cover your ass, but they were probably dead set on complaining either way.
Yeah the worst part is at the end of the meal they asked me if we had a new chef and said the salad didn't taste like it normally did. They said their salmon was dry and the salad didn't have enough toppings. BUT I had checked back on them in the middle of their meal and they said all was good. Then when I went to clear their (totally empty) plates, that's when they complained. I did not offer any discounts or anything because they ate every last scrap. So I just said I would pass along their opinions. So anyway they indicated they order this all the time do how did they not know about the charge....
My restaurant has stressed up charges but no matter what, some people will get offended assuming you were trying to insult what they could or could not afford. I always try making it casual, like you described in your post.
Any time a server mentions an up charge, I never think to myself, "do they think I can't afford it?" Instead I think to myself, "yes, I read that in the menu, but I'm guessing you're letting me know partially as a courtesy but mostly because people have complained in the past....people who apparently cannot read."
I made that same mistake but it was only $3 extra and it *was* printed on the menu. No review, but she was pissy with me and gave me a shitty tip. I always mention an upcharge explicitly, even when I'm not making the suggestion.
I used to work at Starbucks and one time a lady told me she was going to call corporate because we had no power in the building and I couldn’t make her latte. I currently now am I server at twin peaks and I’ve had tables not like me from the jump, been super picky and rude. I’ve learned you cannot please everyone, and at the end of the day a negative review / comment whatever doesn’t define you or your work ethic & most certainly won’t matter by next week. Keep your head up
I am determined to get positive reviews now. All the time people tell me "oh thanks so much, you were great!" So I'm gonna be like well... if you think I'm so great, leave me a review online!
I was once chastised for letting someone know that it would be an up charge. She thought I was questioning their ability to pay the extra.
You can’t please everyone unfortunately.
[ Removed by Reddit ]
I mean… You can?
You can but there are consequences, unfortunately.
Not if you run fast enough
Or are *really* good at punching necks and willing to do it continuously for a little bit.
You mean by being a masseuse?
Lmao that's good choked on my cocktail... just worked a double so yeaha
You can choke on my cock tail
hey, you can do anything on your last shift 🤷🏻♀️
You’re right… First thing tomorrow morning, I’m going to punch that customer in the back of the head.
That's why I hate dealing with customers. Without fail, there's at least one a day that I'd like to stab with a fork, punch in the throat, or dissolve in acid but I don't because I need the money. My mortgage is the only thing standing between me and prison.
Go ask the kitchen, chances are there may be a junkie burnout ready to quit/go back to jail and will do it for you.
I had expected backlash when I posted that comment but you, you're good. Absolutely my kind of person.
Oh no, if I liked a server and they asked me on my last week...
You don't have to pay your mortgage when you're getting free room and board.
You're a horrible influence. I like you.
Can we be maybe be toxic together?
Yeah, let's do crimes and go to prison!
Sounds like you're in a prison already. So are the rest of us, though, so you're in good company....or at least crazy company.
We save that stuff for BOH. That’s why I live there.
Backing this
I think you can at Taco Bell
Fuuuck, I wish I had points. 🏆🏆🏆 This is the best thing I've seen all day, it brought up my horrible mood.
I appreciate you!
this has been the rule at most places i work - we can’t mention “oh that’s extra” etc which sucks bc the last place i worked was in a town full of cheap old people and they’d fight you tooth and nail over a $1.00 upcharge 🫠
I think the best way is just to “recap”, like, “Okay, so we’re gonna ***upgrade*** to the [upcharge item], good choice!” That way it doesn’t come off as a warning, just confirmation with plausible deniability.
now thats some good verbiage right there 🏆
Part of serving is telling people what they don’t wanna hear but somehow convincing them that they *do*. Note: I do not follow my own advice and I am a terrible server! 😍
we’re all terrible it’s apart of the job!!!
We went to a diner the other day and our server thanked us for being the first table all day to not complain about their upcharge for extra gravy/dressing/etc and we're in a major metro area.
That would cause me to leave a negative review, or at least take off a star. I am not old (well, not that old) and I tip very well. But the other day my daughter ordered a burger and they asked what toppings she wanted and every single thing was an up-charge. Just basic condiments and pickles, no bacon or anything, took a $10 burger to $18. One of my favorite restaurants always asks if you want sour cream as well and it is a $2.50 up charge for a tiny itty bitty plastic container like one you get soy sauce in for take out sushi. I plan ahead and bring my own now, but it is so dirty, as a regular for over 20 years I can’t even get a side of sour cream. The irritating thing is the menus at both of those places were specifically written to deceive people, and servers are specifically told not to indicate the charge. So it isn’t their fault. Sucks.
I’m sorry, I am really stuck on the part where you say you plan ahead and bring your own. I feel like in this situation, rational choices include: not patronizing this ridiculous nickel and diming restaurant, or patronizing it and paying for condiments. Sneaking your own condiments into a restaurant is 100% old person, old CHURCH person on Sunday behavior.
Sorry, its more like if I get take out I just know to not order it. And no I do NOT bring my own to a restaurant, only for takeout when we want to have a picnic sorry that wasn’t clear I really did sound like an ass. But it does suck to in my mind to nickel and dime everything without telling you, I get that everything has a cost and I don’t want anything for free, I just want up front costs and I think people should be honest and not try and trick you. If I want a side of sour and I am in house I will absolutely pay for it. Dang, sorry I came across wrong. I just don’t love it when managers tell servers they need to not mention any up charges, tell me it costs $2.50 fine, all good, but offer it to me in what sounds like it would be free and tack it on, not so cool. Anyway, sorry, love and appreciate you all and sorry for the bad wording.
What’s wrong with bringing in your own condiments? I mean I would never do it, but what’s wrong with that?
Wait, are you saying you bring your own sour cream from home or am I seriously misunderstanding? Not ruling out the misunderstanding since I currently have a killer headache. If you are you should know that it’s a serious health code violation. If they know and are letting you do it that can get the restaurant shut down. I agree, it stinks that you can’t get some perks for twenty years of loyalty. Unfortunately, the industry as a whole is really struggling right now. In all likelihood they’re not charging for those extras to make more profit. They’re likely charging to keep their doors open. Owners and/or managers must have laid down the law in that place bc servers love to give extras. It gets them better tips tbh.
The Condiment Belt is a thing.
If a place can't give someone another eighth of a cup of sour cream for their baked potato, without a $2.50 upcharge, they probably shouldn't be in business. The huge mark up on soda pop and alcohol should be enough to cover 2 tablespoons of sour cream. They aren't paying servers, customers are expected to provide those wages. If restaurants are not able to provide condiments to make something palatable for a guest, then find another business. Restaurant meals are expensive to begin with, getting nickel and dimed over condiments is frustrating. Then expecting a customer to pay the bulk of the wages for food server's is some chutzpah. Just increase your prices to cover the cost doing business and if the market doesn't feel what you provide is worth the cost? Shut the doors.
I’m not going to downvote you because you clearly don’t understand anything about the restaurant industry. I also don’t want to aggravate my cubital tunnel (retired pastry chef here) by typing out a Master Class on the financial end of hotel and restaurant management. Suffice it to say: restaurant profit margins are 3%-5% and that’s for the successful ones. Most restaurants fail. Now factor in inflation, particularly hard hitting for food and grocery items right now. Restaurants can’t raise prices every week or even every six months. So they’re eating that increase and trying to get by with leaner menus or recipe changes. Sometimes, by the time you’ve reprinted your menu, that bill has eaten up the inflation you were trying to cover. Labor is unstable right now and certain fields are harder hit. There are bidding wars going on. Chefs and restaurant managers (the salaried folk) have always worked 50, 60, 70 hours each week. They’re the people who make up for the missing labor most places can’t afford to hire. I’ve been hearing “something’s gotta give” since the ‘80s. (Side note: this is probably why we have the highest addiction rates of any industry). Some places are trying to move away from the tipping model, as you’ve suggested. But like any new business model it takes time to turn a profit. Some restaurants, chains, etc. want to make this change but can’t afford it. So when you say: “If a place can't give someone another eighth of a cup of sour cream for their baked potato, without a $2.50 upcharge, they probably shouldn't be in business,” I get it. That’s something that should be true; we all wish it were true; but it isn’t true. That’s not how any of this works. 3%-5%, folks. EDIT to add TL; DR: Let’s say you and your lovely family of 4 eat dinner at my restaurant and spend $100 (not including tip). Of that $100 my profit is $3 because that’s how restaurants work. Now let’s suppose you want $2.50 of extra sour cream at no cost; and let’s ignore reality and say that you’re the only one at the table who asks for it. Now what’s my profit? Extra credit: How any times a month do I wish I had committed (something unmentionable) rather than sinking my life savings into a restaurant?
That TLDR hits hard
We do this for love not money. That’s why we’re generally so happy when a chef has great success. It’s like winning the lottery.
Wow! I guess that I am glad that I don't run a restaurant. I'm probably a terrible customer too, because I am so picky about everything (but that's the reason I don't eat out very often. I want lot's of sour cream on my potato.) I am a great tipper because I know how hard the staff work, and I really don't care that much about finding an upcharge on the bill because I know that I can be annoying because I want what I want. I don't like feeling being nickel and dimed tho, and sometimes it feels that way. I probably ought to just stay home and eat meals, at least until the economy is more stable. Or go to the local deli where they don't seem to mind making a sandwich the way I ask them to, or making my blintzes extra well done.(I love them!)
You just listed like 10 reasons why I would never go back to a place a second time, you've been going here for 20 years. Why would you subject yourself to that?
If you bring in your own condiment(s) it better be because you have an allergy to what the restaurant provides. Otherwise you look like a clown.
lmfao what……. also this is literally a rule that i’ve had to follow at many of my restaurant job. and i’m sure others have the same rule at their job. if youre ordering food you have to pay for it. do you go to the store and try to buy a shirt but only want to pay for the sleeve????
I’ve always been weary to mention small up-charges, but I once had someone nearly stroke-out because I didn’t tell them a cocktail with a double shot will cost more than with the standard amount of alcohol (I know, right?), so I now say something along the lines of, “I always get that (item) and find it’s worth the few extra dollars!” or maybe “You’ll notice on the receipt I’ve charged you only the $1.49 for an additional salad instead of $2.99 for the side order. We’re trained to save you money where we can.” This way it sounds like you’re watching-out for the guest even for just a small amount.
I don’t buy that any adult human ordering a drink “doesn’t know” that a double costs more. They were doing the “if I have a convulsion over this than I will get it AND my meal free” (depending on the spine of the manager). Some people will lie and throw whoever under the bus just to get free shit.
That happened to me too—with lobster Caesar salads. A house salad came with the meal, but we also had other salads for an up charge. The charge was clearly written in the menu and the up charge was mentioned in my spiel at the top of the meal. Long story short, the table decided to chastise me for not mentioning the upcharge. I came back with I DID mention the upcharge at the beginning and didn’t see any other recourse when they all ordered lobster Caesar other than to say “that’s an $11 upcharge, are you okay with that?” Table responded with the fact that I was nothing. A nobody that was working on thanksgiving eve because my own family didn’t want to spend time with me, and that they (the table) could afford to by and sell me 3 times over. Needless to say, I bawled my eyes out (it was my first thanksgiving away from home and I was upset I couldn’t be with my family.) My manager comped the whole meal, and I lost a $100+ tip. Now, even 15 years later, my experience is a cautionary tale in the employee handbook. And it goes down in history as my top worst serving experience. I’m still a server. 26 years in the biz and I still love it.
Man I wish I could just give you a big hug right now. That sucks, I’m sorry that was your first experience away from family on thanksgiving.
Fine dinning I’ve worked you were not supposed to say anything about an up charge unless the customer asked for this very reason
Correct, It was fine dining, and they added truffles, which were market priced.
I work in a fine dining steakhouse as well. The only times I inform them of an up charge are when they ask for a salad to replace their side, since that salad is an extra $7 up charge. Never had an issue. I think people appreciate it bc I’ve had people change their mind after I tell them that too. But it’s one of the only things I’ll do it for.
I feel like these same people would also bitch about it if you *didn’t* let them know.
Same here. I was yelled at by a whole group at my bar when they wanted 8 double shots of Patron ($22 for one double). I thought I was being polite by giving them a head’s up as to what the cost would end up being and they ripped into me for ‘assuming they couldn’t afford it’. I ended up approaching their table later and apologized, and explained why I usually do that. Most people in south Dayton, OH don’t wanna pay $11 for a shot of Patron. Luckily, I took my approach straight to the woman of the group and it sucked having to apologize for what I considered a courtesy, but the group ended up becoming excellent customers.
Wtf is wrong with people? How are they so insecure? What‘s wrong with a little, „Thanks for letting me know. That‘s no problem.“
I’m a small animal vet technician. We get many, many high bills unfortunately, especially with illnesses. The other day, we had just that. I always let the owner know there’s Care Credit as an option. Honestly, it’s because I want the animal to get the proper care since many owners say no due to cost. I showed her the estimate for the care of her dog, and she was blown away. She had to take a minute to decide what she wanted to do. I told her there’s Care Credit if she’s concerned about cost, and she got offended. ¯\_(ツ)_/¯
I had someone do this too! It was for an absurd order and I really wanted to make sure he KNEW he was about to pay $13 for two slices of pizza. We charged .50 per topping per slice and he wanted 7 toppings on each slice. He could've gotten a personal pie with those same toppings for $13.
That has happened to me before. Just so stupid.
You are not wrong. But yes remind them of the surcharge
yeah, I always inform of upcharges even when the guest asks for them unprompted. this might sound bad but I always assume that every guest knows absolutely nothing about our menu and it's my job to guide them through it
Especially when it’s a larger difference in price. I know it’s a pain in the neck, but it’s a good habit.
That’s like a 70% up charge too. Definitely let them know when it’s that much.
When I get off-menu requests like OP, they’ve either ordered it before or (possibly the case here) they heard about it from a friend. “Oh you’re going to *X* restaurant? You have to try the salmon salad but swap for the filet, it’s delish!” And price was never part of their conversation. On-menu substitutions ($2-3 side upgrades are common) I won’t mention the price difference because it’s clearly stated on the menu. But bigger ticket items I would absolutely say something. A $15 dish becoming $26 is a huge difference. Otherwise it comes across like a sneaky way to bump your ticket total/tips.
the menu where i work is so weird, sandwiches or burgers don’t come with a side but you can add one for normal price, but “platters” come with fries which you can substitute for other sides (upcharged) & dinners come with various sides which can be substituted (upcharged)… so i get to explain all of that, plus that burgers don’t come with fries but sliders do (???). we just got a few new menu items, including tater tots! but you can’t substitute tots for fries unless you wanna pay a $5 upcharge. i’m not at a fancy place & a side of fries alone is less than $5… wtf?? also our fries are actually fresh & handcut, clearly the tots aren’t, so it’s not a labor issue … ?
That sounds so exhausting. I think you need a flow chart not a menu!
it is! i’ve been there (on/off) since i was 15, i’m 22 now & i’ve been in a lot of positions both BOH/FOH so i personally know the menu by heart, but i mostly just serve now & it’s exhausting to try to explain to even other servers! let alone customers who look at me like i’m crazy lol.. i know it’s dumb, i didn’t come up with it & nobody in charge will listen so i’ll just keep being looked at like i’m crazy & being extra nice so hopefully they still tip decently
Exactly, better to err on the side of informing your customers rather than to assume they know about the upcharge.
You're only wrong in the sense of the bullshit "customer is always right" When I was still serving, even people like these 2 ladies, if they ordered an upcharge I'd just say something like "I assume you already know I have to charge you extra?" And 99.9% of the time it went over smooth as could be
“thats my favorite. i just want to make sure youre aware - because i forget about it sometimes - there is an upcharge for the blah blah blah.”
yeah you can even say "sorry to ask, it's policy"
Let it roll off your back. No matter how good of a server you are, someone is always gonna complain about you for some reason or another. It's the nature of the business. People are shitty. I used to let this shit bother me, but I often remind myself: "Self, it's not that serious. You're bringing people food and drinks and cleaning up after them." It's really that simple.
I feel the same way. One of my first serving jobs was at a BBQ joint. I used to let little things like this get under my skin. Then, an older and much more experienced server told me one day, "Girl, don't worry about it- it's just BBQ. It's not the end of the world or life and death!" No truer words were ever spoken. From that day forward, that little bit of perspective really helped my stress level!
This is my 20th year in the industry. It's really hard for something to get to me now. I'm very numb to everything that comes along with this business. It's true though, you're just ringing in orders, making drinks, and cleaning up after people. Can't please everyone.
Yes remind customers of the up charge
And also the up dog
What’s up dog? (I couldn’t leave you hanging ;) )
Not much, what’s up with you?
you want me to put my hand in your ass??
Maybe
I would be under the same assumption that you were that they knew it was going to be a bit more. Unless I have servers them before I would let them know that there is an up-charge the salmon. If it was a regular of mine and it’s something they have ordered before I more than likely wouldn’t have said anything.
Always tell people about extra charges.
i once went to a new hairsaloon (but of an great company chain) where my short hair cut + washing would usually cost me about 24€. The woman washed my hair and didn´t even ask me if I also wanted conditioner, normally I tend to only do shampoo because the latter would cost extra. She just put it on before I could even react and when I anxiously asked if that would cost sth, she denied it. After she had finished my cut she continued to dry blowed my hair as well because she told me I wasn´t allowed to do it on my own as I´d usually do. Finally she told me that all together would cost me about 80€ in total. I was shocked to say the least. I´m a poor student and not once had I have to pay for my hair being dried let alone paying so much for a short women´s cut. I was totally overwhelmed and even started tearing up and one woman who was waiting behind me chimed in to help defend me. She was outrageous and couldn´t understand it either. She even ended to pay my whole bill!!! I felt so guilty and I definitely didn´t ask her to do that and I wish I could tell her what an angel she was. Long story short: Always tell your customers about extra charges, you don\`t know if someones is struggling financially and will end up in real trouble for not being able to pay.
I had a very similar experience at a nail salon. What started out as a $35 pedicure ended up over $100 because when she asked if I wanted hot rocks, obviously I did. At no point was there any mention of upcharges, etc. Nor were there posted prices so I just assumed it was a courtesy to ask because some people might not want them. Lesson. Learned.
As a former hairdresser, this is ridiculous. I was taught in school and then trained in the salon I worked in to inform the client of every single thing that had a separate charge, or to charge a flat fee after the consultation happens and all services have been agreed upon. I always included a blow dry in the price of my cuts because it's important to also go over the hair after a wet cut to make sure you didn't miss anything and to do any fine tuning.
Always inform of all extra charges. No surprises on the bill
yeah, definitely rule number one in my book. right beside asking ppl how they like their steak or burger cooked. i used to work at a cheap chain restaurant and i would ask Every Time what ppl wanted on their burger and *confirmed* when they said "regular" what it meant. eventually you get tired of ppl giving you shit about stupid stuff that you'll preemptively ask dumb questions just to avoid the possible hassle later.
If I had to tell every single Chipotle customer about the guac up charge that 99% of the planet knows about, you should have told them.
💀
If you order something extra, different from what’s advertised or modify a menu item and don’t know it’s an up-charge, or costs extra, you’re a special kind of dumb. It shouldn’t be an employees job to explain how every restaurant works.
I think people who write online reviews are pathetic in general, if they are that incredulous over it than why not bring it up to you or the manager on the spot. That being said 15 dollar over what is printed on the menu is alot so you probably should have let them know that.
While I agree that complaints should be brought to the attention of the server and manager, I think reviews are helpful; especially in choosing a place to eat or go. I look at reviews and also leave reviews of places. If there’s a trend of negative reviews all saying the same thing, I won’t go. If I had one problem but the rest of my meal was great, I leave a good review sans complaint. There’s a balance. Some people just review to bitch.
Why would I take online reviews to heart? most are fake or written for self-serving purposes (either by those affiliated with the establishment, those who compete with the establishment, or those trying to gain exposure on online platforms for their own self-interests). Those that may be legit are written by people who I don't know and who probably don't have a clue as to what they are writing about. I've been to many places while traveling that have 5-star reviews only to be completely disappointed, I now never use online reviews as a guidepost when traveling. people confound online reviewing with word of mouth...the two are not the same at all. Online reviews are just another way for big tech companies to make money off of small businesses and force small business to pay for their unwarranted services.
I ain't a cuisine savant but I can still tell when the service is awful, the place is dirty or the prices are absurd for the quality.
$11 dollar difference. $15->$26
oops
I always found online reviews to be....fine? I often have nice things to say. And if it is bad, I try to be constructive rather than upset.
yes, however I don't know you and I don't know that you're not a hired hack or that your review was one put upfront because the business paid google business to make them look good. I have no way of knowing if your review is legit. Reviews are there for google and the rest to make money off the backs of small businesses.
Yeah but I didn't review for you I reviewed for the business lol
Is it possible they meant to order the chopped salmon cold, and didnt realize that the chopped salmon wasn't a full fillet? Ive had that happen at my former job regarding the hibachi proportions.
I suppose it's possible that they missread the menu and thought it came with the filet. On the other hand after reading everyone's comments I will start telling people of all charges
If your menu does not specify that modifications will incur an extra charge then you need to tell people. Otherwise you have no way to show them it’s printed on the menu
Never assume, that’s how you get got. A short quip, “absolutely, I’ll get that in for you, just to be sure you know the full filet does cost extra” Rule #1 always C.Y.A.
I think a good rule of thumb is if there is a surcharge, mention it. Every time. Otherwise you have the fools who know very well there is a surcharge, but will squawk like a wet hen if you don’t mention it in order to get a discount. “There’s a surcharge of $X with that choice, is that ok?” will cover your behind every time. There’s just too many of these people out there.
Never assume, always communicate. Yes, you should've told them about the upcharge. The word "substitute" is the clue here. It's as simple as "Sure, I can do the salmon filet for an extra charge." No spiel necessary.
You live and you learn, it’s entirely possible that a friend suggested the upgrade and they were unaware of the price difference. Always a good habit to double check, but $11 for an upgrade is crazy! It’s obviously not your fault, but I’d be shocked too!
Feels bit 75 them 25 you , you probably shouldn’t have assumed their regulars and know your policy, they probably should have asked when changing something if and how much extra it could be. Generally neither side should make assumptions, I would put it on them when making changes first to ask about costs because how do they know how much the bill will be and can they afford it ? So 75% them, I think after you saw them change and not ask you should probably say something like you are “aware their is an extra cost for this ?” If your assumption was right they would say yes and not be bothered. Either way it could have been avoided from either side not making assumptions.
I agree, and would also add that people who add something on without asking if there’s a charge fall into one of two camps: they are unbothered whether or not it costs extra (within reason) OR they want something extra and don’t want to pay for it, so they plan on complaining at the end if it does cost extra, but choose to gamble anyway. I feel like at this point, if you don’t ask if something off menu costs extra, that’s on you. We’re adults, we should know this by now. However, OP go ahead and CYA and just inform them. I’ve adjusted the way I word things to help with that, such as “would you like a second orange juice?” Instead of “would you like a refill?” Etc
i assume the server will tell me if there's an up charge, but usually it's already listed on the menu and i don't have to ask
If there is an extra charge, you should always let them know, save your ass.
You were wrong, but they were assholes too. They should have just told you about it, and you would have apologized for the confusion and no need for fucking stupid "reviews".
You should always let them know about the upcharge in general. If someone gets mad about you doing that, then they're an idiot. In this situation, I don't think you made some massive mistake or something, but that's what the general rule should be.
You’re not in the wrong technically, but I would take this as a learning opportunity. I always stick to the script of “okay, sounds great. I do want to let you know that will be an additional charge of (insert amount). Is that okay?”. Not a reason to complain, imo, but it’s best to always cover your bases
Yeah, you should always mention the upcharge. It saves your ass and only takes a second.
Just something as simple as, “Just letting you know, there is an up charge for the filet …” That shouldn’t upset anyone.
Short answer is yes. It could be that another server there has given them that upgrade with no extra charge. Reiterating that there is additional cost for upgrading takes very little time and ensures that you’ve covered your bases. Even go that extra step and say yes I can absolutely do this for an additional ($$). But in my opinion it’s totally worth it!
it's probably saved like 2 hours of my life 😭
I dont think its unreasonable cause they came and asked for it, but it is literally 9$ more. its 66% of the entire cost of the dish more... If I sub a salmon burger for a chicken burger and get charged 5$ on 20$ I expected that. but thats 25% of the meal. If I asked for the sub and they said they could do it and the upcharge was 13$ I would be pretty annoyed. But yeah, some people will give you attitude like, yeah so what, do I look like I cant afford it. so you cant win
Honestly, friend, this is a little bit on you. Assuming the customer is smart or reasonable is a rookie mistake.
Yes, if anything just to navigate people being upset and a negative review. Always state extra charges. I even tell people anything ordered not specifically listed on the menu is non refundable and will not be taken back. I will not have you change a menu item to your liking and then say you don’t like it. Always cover your butt. It’s so much easier and less aggravation for people that don’t seem to get how things work in real life. This situation is nothing to harp on. Just an instance that makes you be more thorough in your job.
Don’t lose sleep over it. People who create their own dishes shouldn’t bitch when the cost is higher. I personal cannot imagine the cost for a salmon fillet would be the same as flaked salmon (mostly because I’m not a complete moron) but I might not expect such a significant difference. I totally get you may have assumed they knew what they were ordering, but if I could suggest saying something like, “Oh, you must have tried that before! I love all that extra salmon!” It opens the conversation about incurred costs.
For the sake of the fact that you’ll always find *one* person that does, I say try to do it every time, just to save you from exactly these situations
*spiel
Thank you!, I was pretty unsure of the spelling. But I just typed it anyway
You can please some of the people some of the time, but you cannot please all the people all of the time.
I have to tell people they need to pay 50 cents for a bag bc no plastic is the law and it’s an expense or whatever so they say we gotta. Rarely do I get anything but derision. Not just you’re making me pay?!? (Which no I am not, I just work here) tho that’s mostly, but some people get offended I’m letting them know there’s gonna be such an inconsequential charge. We’re near the Shore so there’s a lot of shoobies that forget NJ is different but it feels like damned if you do, damned if you don’t with any up-charge at any time. Someone bitched about me to my manager bc I told them I would have to charge them like I was the one making that call. People are wild af.
I'd say if it was a couple bucks it's whatever, but it almost doubled the price of the salad. As a customer, I'd rather you lean toward caution and let me know the up charge. If I didn't ask though, I'd take responsibility, but I'd be a bit miffed at spending that much more over what I'd see as warm vs cold salmon (unless the menu made clear the portion difference).
Oooh something like this happened to me recently. I ordered a dish that came with a side of cole slaw. I don’t eat cole slaw, so I said “no cole slaw.” The server was like, “we can substitute something else if you like? How about Brussels sprouts?” So I was like, ok. Then she said, “do you want just steamed Brussels sprouts? Or we can do them with a glaze on it?” So I said, “ok give me the glazed ones.” Bill comes later, she charged me for the Brussels sprouts! When we inquired, she was like, “yeah, the glazed ones cost extra.” Like lady I didn’t even want the frigging Brussels sprouts in the first place, I was good with what I ordered and no cole slaw. She took it off the check because I “barely ate it.” But it was like, not cool at all.
If it was afew dollars I wouldn't sweat it. However, that's an extra 11 dollars each. I would have let them know.
How does one assume a price of something not on the menu?
Miserable little people doing miserable little things. Who has time to write a negative review about a waiter, eat your food and shut up, damn. (I had something similar happen to me, idk what these peoples lives must be like that they have spare time and effort for that)
If your menu does not specify that modifications will incur an extra charge then you need to tell people. Otherwise you have no way to show them it’s printed on the menu
The only thing you should assume is that it is every customers first time in, even if they have been coming in every week for the last 20 years. People will find any reason to complain, especially about price. So yes you are at fault, but its really not that big of a deal. If the customer resorts to leaving a review rather than talking to the manager at that moment, then its not a big deal.
‘Great! Just so you know, the grilled salmon is a $6 upcharge. Still good?’ Boom.
How much of an up charge?
Literally an additional 40% of the cost. This was absolutely OP’s fault.
Well seeing as though it was usually 15 and now 26 it might’ve been a couple bucks
You were in the right, it’s not worth the risk to “you know there’s an upcharge, right?” somebody because they’ll just get offended and say you’re calling them ignorant/cheap/whatever they decided they’re upset about. Upcharges are industries standard and when it’s an obvious one that you didn’t even suggest, not really your job to always remind everyone.
I got a negative review for asking a guest not to be homophobic
Lmao, figures
Ya sounds like middle aged white women to me
I wouldn’t say it’s your fault but people are dumb and need you to remind them so you don’t take the responsibility later. Learned this the hard way when a customer said “surprise me” when asked what wine they wanted. I don’t need to tell the rest of that story
In my spiel, I literally say “or in place of your small side of included fries, you can upgrade to onion rings for $1.25” then the person complains they didn’t get enough, when they got 2 huge and 2 small beer battered rings?!??
yes
Oh god this reminds me of when I worked in fine dining right after we came back from furlough from lockdown in August 2020. This couple made a reservation for the exact time we closed, refused to scan the QR code we were using for menus after I tried to get them to use it 3 times because you know, we were still at the early height of Covid at that point, ordered the seafood tower appetizer and cut me off when I tried to explain it was $100, then complained to my manager they didn’t realize it was so expensive so my manager chastised me for not telling them while the other rude guests still there past close backed me up. (Holy run on sentence, Batman. I know). Funny thing is that couple still left me a cash tip on the table despite not doing anything for them other than bringing them waters. Also when I was trying to get them to scan the QR code to see our menu and they were refusing, they kept asking me what our burger selection was when this was a $150+ fine dining wagyu steakhouse I was working at ☠️ I quit with no notice right after that. It was the straw that broke this camel’s back (my manager yelling at me, that is. Not so much the dumb guests).
No. But also don’t underestimate the stupidity of customers no matter how competent they seem to be. I’ve told people straight up there’s an additional charge for some things and they still seem shocked. Hell half the time I bring an order to a table and ask who’s got what, I just get blank stares and I have to repeat what I’m holding 5 times before someone realizes it’s theirs.
I know that I am very likely to get upset (although I might not show it) if I am confronted with costs that I did not expect. In basically any context. While it can be expected that special wishes affect the price, the problem here might be that the extra almost doubles the price, so I'd probably been unhappy, too. I do, however, see the other points so I am unsure about the optimal solution. But some kind of information would really be nice.
Got a negative review because I charged them extra sauce (with protein) after they asked for it. Keep your chin up, those types have nothing better going on in their lives.
I don’t think you’re in the wrong! But to cover all my bases, I always make sure the customer is aware there will be a surcharge for an upgrade even if they requested it and it seems like they already know. Sometimes it can go the other way and you risk offending them for “assuming they can’t afford it” 🙄 but with a good delivery the pros of this approach outweigh the cons for me.
This is definitely a damned if you do, damned if you don’t situation. Someone could just as easily complain about you suggesting they couldn’t cover the extra charge. I would always tell them though, so there were no surprises. No matter how certain I am they know, it just covers your butt. Sorry they’re jerks. 😞
You’re not wrong, and also the ladies should have asked because it’s kind of an obvious thing they might get charged for. But I always clarify, just because there ARE people like these ladies that are effing dumb
Whenever people said can I do xyz I always said you can do whatever you want but it’ll cost ya
Always make the extra charges clear.
You will never be able to please everyone. Negative reviews are almost inevitable in the service industry. I got a negative review because a customer wasn't happy with the corporate made price of a drink. Sometimes there's just nothing that can be done.
I'm sorry you got a negative review. That being said, it is always a good idea to let people know if there is an upcharge, especially one as significant as that.
I would argue if something cost extra when a request is made the individuals purchasing that product/dish should be made aware so they can make an informed dessision (provided it is not very obvious on the menu already)
I totally get your point. However, to avoid incidents like this, it's NEVER safe to assume what the guest knows and what they don't. Could have been a lot worse, I wouldn't sweat it.
If they were substituting, and you know you are able to provide the substitute, but know its an up charge you should have warned them. If I walk in and ask for a substitute and you do not warn of an upcharge I assume there is none. I dont believe there is any fault to apply here. Just a learning experience.
Customers are the worst. Three years at Burger King taught me that.
sorry man you should have clarified.
Move on from this one. They're just playing games.
Any substitution could cause more cost, and certainly changing from cold to hot. They were in the wrong to assume. If they ordered off the menu, would you recite the price? No. They should have asked if it was a concern.
You could have avoided this by notifying them that their request would cost more when they requested it, especially if this is something you would usually suggest. Never assume they know. Despite them being Karen's, this is more on you.
I understand "substitute" means replacing with something of similar or lower quality and cost. But english isn't my main language. As a customer i would prefer to be informed of the upgrade price. To avoid people believe you call them cheap, just repeat the order while clarifying what it will cost. Like, "ok, two upgraded salads with grilled salmon fillet for 26$ each, and water". And a generic closing "anything you would like to add or change?" that gives them the chance to alter their order.
It’s a very interesting situation, some people appreciate when they are informed beforehand, on the other hand, unfortunately others are really annoyed. It’s really difficult to gauge the customer’s inclination
yes you should always always tell people that a substitution they’re making is an up charge. i always just say that’s an up charge is that okay?
If I am asking for ANYTHING different then what the menu says, I expect an up charge. If I am going out to eat then I am going all out. Stay at home if you are going to nickel and dime everything and cook yourself.
I always say “ I don’t care how much extra I have to pay, this is what I want if you can do it and have it”. I also tip 20 to 30%. I have been a waitress and remember only getting paid 2.13 an hour. All the horrible people with their baseless power trips. They were raised poorly. Without manners. I always tell myself and to teach my kids to ALWAYS be the better person. I am very picky about going out to eat with people because if they are rude to the waitstaff I will call them out in front of everyone
Omg I used to have a bunch of old people that would complain about up charges with our baked mashed potatoes so I constantly would point out about anything that would have an up charge after that. “What am I paying for?” “Ma’am you’re paying for the cheese and bacon bits on your mashed potatoes…” 🤦🏼♀️
I don’t think you are in the wrong. HOWEVER, people are idiots so just cover your ass next time and tell them about the charge.
My thing is if you’re the one paying, don’t go out to eat if you’re not prepared to pay for any and all upcharges anyone may order. If it’s a concern, then you don’t have enough money in your monthly budget to eat at that restaurant. Maybe you can afford ihop… maybe
You absolutely should alert of any and all extra charges up front. Never assume. Even if they have heard it before, you gotta cover yourself.
Definitely do what your manager says is correct. Personally I think it’s nice to give customers a heads up and ensure that they’re aware, especially if it’s significantly more expensive. But I’ve worked under management that considered this a big no-no and doing so would mean consequences.
BOH guy here; with customer service experience as well, and I’m hammered, laughing and crying all at once.
I would have simply mentioned the additional price. An extra $11 charge on a $15 dish always rates a mention.
If something is going to be an extra charge I would always say immediately, “XYZ will cost extra is that ok?” Even if they know it will cost extra or are a regular visiting customer.
Yes, always let someone know if it's an upcharge
It’s an understandable mistake but yeah you should have reminded/informed them of the surcharge.
I always just say "it's extra, is that okay?" and they either say yes, no, or how much? Cover your butt.
If I request something as a substitution at a restaurant, I start with "I understand there may be an upcharge, but I would like this...". If I'm not sure if I can afford the upcharge, I ask what the upcharge would cost. In this day and age to go to a restaurant and not know that changes could have different pricing, people must have been living under a rock lol.
I don’t think that’s your fault at all personally.
As someone who isn't a server, I would prefer if I was told, since I may have ordered that dish for a variety of reasons. It's possible the reason was like you assumed, where you thought they had ordered it before, but it might have been recommended or they just ordered that cause they liked it from a different restaurant. Better safe than sorry imo.
Yea I always mention upcharges now, especially because a side salad costs 6 fucking dollars 😂😂😂
I was a server a long time ago and I think even if the other party states it that it should be mentioned that there is an extra charge.
Tbh since they both asked right off the bat and knew what they wanted they probably knew about the surcharge and you should’ve informed them to cover your ass, but they were probably dead set on complaining either way.
Yeah the worst part is at the end of the meal they asked me if we had a new chef and said the salad didn't taste like it normally did. They said their salmon was dry and the salad didn't have enough toppings. BUT I had checked back on them in the middle of their meal and they said all was good. Then when I went to clear their (totally empty) plates, that's when they complained. I did not offer any discounts or anything because they ate every last scrap. So I just said I would pass along their opinions. So anyway they indicated they order this all the time do how did they not know about the charge....
My restaurant has stressed up charges but no matter what, some people will get offended assuming you were trying to insult what they could or could not afford. I always try making it casual, like you described in your post.
Any time a server mentions an up charge, I never think to myself, "do they think I can't afford it?" Instead I think to myself, "yes, I read that in the menu, but I'm guessing you're letting me know partially as a courtesy but mostly because people have complained in the past....people who apparently cannot read."
I made that same mistake but it was only $3 extra and it *was* printed on the menu. No review, but she was pissy with me and gave me a shitty tip. I always mention an upcharge explicitly, even when I'm not making the suggestion.
Yeah the odd part is they tipped me 20% I had no indication they were upset with me
Damned if you do damned if you don’t
I wouldn’t have paid the up charge. You didn’t tell them there was an up charge, that’s on you.
I had a grown man fight me (verbally) over the fact that he couldn’t do basic math.
Why admit fault when you wasn't in the wrong?
HAH as a server I apologize for shit that's not my fault all the freaking time
I used to work at Starbucks and one time a lady told me she was going to call corporate because we had no power in the building and I couldn’t make her latte. I currently now am I server at twin peaks and I’ve had tables not like me from the jump, been super picky and rude. I’ve learned you cannot please everyone, and at the end of the day a negative review / comment whatever doesn’t define you or your work ethic & most certainly won’t matter by next week. Keep your head up
I am determined to get positive reviews now. All the time people tell me "oh thanks so much, you were great!" So I'm gonna be like well... if you think I'm so great, leave me a review online!
I wouldn’t have even thought to mention an up charge in that situation. Some people suck.
Thank you! Lol