Does a Waitress Have the Right to Refuse Service? (Long)

[Cool-Beans]

If I worked for a place that insisted on serving people I found morally objectionable, I'd quit. Not decide to refuse service against my boss's wishes; quit. Restaurant jobs are a dime a dozen.

Few guys came in once and told my best work buddy they didn't want to be seated by "a ***" (him) and get AIDS. ETA: the DIS edited the word, which is a 3-letter epithet for "gay man."


Another girl was reading them the riot act when he told me what was going on and told me to seat them. He didn't want the scene, so I did.

Except for getting food promptly (wanted them outta there), those folks got the worst service EVER. And the cook DID spit in their food. Matter of fact, he chewed up some of their food and spit it back in before they got it. I woulnd't have done that, but I served it.

They left me a $.01 tip. I think they thought I was a bad waitress. I don't think they ever got it. Some folks never will, I guess.

 

[tiggersmom2]

But none of the above would have happened if you hadn't spoken up to him in the first place.

I don't agree with his reaction and I don't think anyone should have to endure that abuse, but if your owner asks you to serve the customer if/when he comes back and you don't, he does have the right to fire you.

I agree. I also think that anyone who would advocate spitting in the customer's food is beyond childish and needs to be fired.

 

[Wishing on a star]

While I agree that his behavior was unacceptable, I think you were out of line in confronting him.

If you felt he was being disruptive at the counter or creating a hostile environment for your other patrons, you should have asked him to leave, or had your boss ask him to leave.

I don't think you should have corrected his behavior or even started a discussion.

I TOTALLY agree!!!! You said it well !
Did this customer cross the line. Of course he did!!!

But, the OP also crossed the line, big time.

If a customer is a problem, get the manager.
Not ONE personal word should be said.

The manager should take the customer aside, let him know that she can not allow him to offend the other patrons, and send him on his way.

If the manager wants to allow/condone this behavior, then that is not within your control. It is none of your business.

If somebody is calling you derogatory four letter words (without you provoking them) then, again, simply walk away and let the manager handle it.

 

[Lanshark]

And the cook DID spit in their food. Matter of fact, he chewed up some of their food and spit it back in before they got it. I woulnd't have done that, but I served it.

 

[Cool-Beans]

I know. Probably wouldn't do it today, but I was young and my best pal was shaking he was so hurt and that made him feel better. Course, he didn't spit in the food either.

Found out that day that the "spitting in the food" thing isn't just a myth. But that was the only time in my short waitressing career that anyone actually spit in someone's food.

 

[Lanshark]

I don't know if a waitress should have the right to refuse that's up to their supervisor. The manager/owner certainly should have the right to refuse. In a perfect world an employee should be able to tell the manager what's going on and the manager should take care of it. Also in a perfect world the manager should have enough trust in their staff to make these decisions on their own and the staff should have enough trust in their supervisor to make sure they're properly protected.

 

[annegal]

While I agree that his behavior was unacceptable, I think you were out of line in confronting him.


If you felt he was being disruptive at the counter or creating a hostile environment for your other patrons, you should have asked him to leave, or had your boss ask him to leave.

I don't think you should have corrected his behavior or even started a discussion about whether he was or wasn't being respectful. You aren't his mom. .

Exactly!

 

[Nancy]

I had a manager make the customer apologize to me and he then escorted him from the store and told him he wasn't welcomed in our store anymore. We have banned customers who are continually rude and harrassing.

 

[kdibattista]

Today I refused service to aclient I had and my boss backed me up... he is not welcome in the spa anymore. I would rather not get into details but he made me VERY uncomfortable and that alone gave me the right to refuse.

 

[Taylor]

After what he called you, I think you had the right to slug him in the forehead.

 

[Lisa loves Pooh]

Repeat after me "The customer is always right"...you nod, smile, give him his change and escort him in a friendly manner out the restaurant. No matter how much a jerk someone is, the customer pays the salary of everyome in your establishment. You never, ever "talk back" to a customer.

Now in your mind....call him all the names you want, put keep that smile on your face while you silently "shoot the bird" at him.

The above is advice I've gotten from my boss.

I disagree.

I was actually hired once when asked "is the customer always right"--I said...Not always and pointed out precise situations where the customer was wrong.

Evidently I was right as I got hired and I do give impeccable customer service.

A rude customer is one thing--a harrassing customer or one who is breaking the law...is entirely something else.

 

[disneyjunkie]

I believe both the OP and the customer were out of line.

It's up to the manager to decide if he should be able to return.

 

[drakethib]

Your boss should have asked him to leave or called the police.

People have no excuse to act like this in public.

No excuses.

 

[southernbella]

I have been in the rest. biz for 15 years, everything from a dishwasher to a manager! Most of my time has been spent as a waitress or bartender.

If a customer dared to speak to me the way the OP's customer did (and they have), I would take it upon myself to handle the situation & ask them to leave. Once. Then, if they continue to ask in the same manner, the gloves come off. At that point, if a grown man (or woman) can't pull themselves together & act like a decent human being, I no longer have to be nice. I DO have to right to correct thier behavior & get them out of my establishment before they ruin the good time of my other guests.

The customer is not always right. The true saying (I'm paraphrasing)- You should always make the customer feel like they are right. But, there are exceptions to every rule. The Op's guest proved that. Sbella