How would you handle this?

A patron of a restaurant checks in at the host stand and the host offers to take the patron’s coat. The patron declines, is shown to the table, and then places the coat on the back of the chair with the lining facing outward.

The meal is going well until the waiter accidentally spills a glass of red wine on the coat. The usual remedies are offered; club soda, clean towels, etc. The restaurant manager apologizes for the incident and offers to have the patron’s coat dry cleaned. The patron declines the gesture and decides to have her own dry cleaner perform the service.

The patron has the coat cleaned and the stain does not completely come out of the inside lining. The patron contacts the restaurant manager and informs him that the stain did not come out completely. The restaurant manager offers again to have the patron’s coat cleaned by the restaurant’s preferred dry cleaner. The patron complies with this request. The stain is not completely removed again, but is hardly noticeable due to the pattern on the inner lining of the coat. As a goodwill gesture, the restaurant offers the patron a $100 gift certificate. The patron refuses the gift certificate, demands complete reimbursement for the cost of the coat ($400), and if the patron’s demands are not met, the patron states that they will never frequent this restaurant again and will tell all of their friends to take their business elsewhere too.

How would you, as the restaurant manager, have handled this situation? As a customer, what would be your expectations regarding compensation?

Here are two schools of thoughts on the above.

• This is what Kate says “Classy restaurant response - Unclassy customer: First, the owner declined the coat check. Mistake number one particularly since the coat owner displayed awareness of the risk of something getting spilled on his/her coat by placing the coat lining side outward. Not something you would ordinarily do unless you recognized the risk and were interested in mitigating your damages (legal alert) in the event a mishap occurred”. Second, the damage to the lining of the coat, after two cleanings, in no way renders the coat unusable or unwearable. Its' value may have diminished slightly in an almost purely subjective way. And that's what the customer is entitled to - Deminimus compensation probably covered by the cost to the restaurant of the cleanings.
• John on the other hand argues, “Actually I think the restaurant is at fault. One would reasonably have expectations that food or wine will not be spilled on one’s person or possessions when dining in a professional establishment. If the coat being on the back of the chair cause said waiter to trip and…well that’s another issue. I would give the patron the $400 bucks but I would also insist that the patron check their coat if they ever return or sign a waiver. Wait – maybe offer $400 in meals and have them sign a waiver – the ole store credit only scheme! “

1. So, what’s your verdict?

Excerpts from the eG Forums

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