When is a substitute not a substitute?

Hi,

We are on the last 10 days of our Lenten deprivations. Midnight next Saturday I will be released from my pledge to abstain from Coke. On Fridays we have the added constraint of no meat, though fish is hardly a cause for sadness. I'm not sure I am quite up to Antonius' level of devotion forgoing meat for 40 days. Though I may consider that option for next year.

Today is a no meat day. We decided to go to a Korean owned Japanese restaurant for a Bento Box and sushi. My friend Helen and I are not too crazy for this restaurant's interpretation of Salmon Teriyaki. I suggested they substitute more tempura for the Salmon, which the restaurant agreed. My Mom had the straight Salmon Teriyaki bento box. When our boxes arrived, we did a survey. Mother had the salmon, four pieces of vegetable tempura and a shrimp. We had no salmon, six pieces of vegetable tempura and a shrimp. We estimated if there was one more shrimp, we probably would have been satisfied.

We called over the waitress inquiring about our perceived inequity of the situation. She visited the rear kitchen and came back offering us two more vegetables. We didn't like it though considered it a compromise and recognized we initiated the substitution. Where we thought we were getting two more vegetables each became a plate with just two vegetables. I laughed on the way home it is good we are not vegetarians because at least we got the shrimp!

We left a decent tip for the waitress since it wasn't her decision. For some short-sightness of the restaurant's part, they have probably lost a customer on a short term basis or perhaps forever. We did try to alert them to our unhappiness and they fell quite short in correcting it. I am also somewhat certain there was a miscommunication, which could not be overcome. It probably would have been better for all sides if they had refused any substitutions. If you will notice, I withheld the name of the restaurant because their food is decent.

C2,

As a former manager for a restaurant that will also remain namless because too many people think they SUCK. I've had to deal with substitution problems a few too many times. While I agree in your situation offering an additional piece of shrimp would be in order, it always comes down to food cost. Here are a few of my favorite examples of substitution complaints.

1- Mother's Day 3 years ago, after already serving 2000 people, we ran out of Catfish. Many of the fried seafood platters available contained 2 pieces of Catfish on them. As a management team we decided to substitute a 9oz fillet of fried Mahi Mahi (Note: I really don't like the way mahi fries up) to replace 2 3-4oz catfish fillets. If i used all of my fingers and toes I still would not be able to count how many people complained that they only received 1 piece of fish. After about an hour of this we had the cooks cut the mahi fillets in two pieces and the complaints stopped. For some people quantity is more important than portion size.

2- Every once in a while after a busy Saturday we would be short on bread to offer gratis on Sunday. (the bread company didn't deliver on Sundays) On more than one occassion I would be beckoned over to a table by a guest. After introducing myself I would often partake in the following discussion.

Guest: We have a problem
Me: What is the problem?
Guest: Our server just told me you ran out of bread
Me: Yes, I'm sorry but we did just run out of bread
guest: Well, I want some kind of compensation!!! That table over there has bread

(At this point I try not to laugh at the notion that this person is asking for compensation for something for which they were never going to pay for in the first place)

Me: They ordered a loaf of garlic bread, sir. Would you like to place an order for one?
Guest: How can you have garlic bread, but no plain bread?
Me: We prep the garlic bread in the morning before we open.
Guest: Well then yes I want a loaf of garlic bread......but I want you to pay for it!!

(As you can guess this conversation could go on forever. At this point, usually, I would comp and order of GB. In some cases the guests would finish that loaf and then have the cojones to request another. Just remembering this raises my blood pressure)

Flip