00:01Excuse me, I need the birthday table I reserved. The name is Sandra Morrison.
00:09Um, sorry, I don't see a reservation under that name. Let me check again.
00:15Are you kidding me right now? I called three days ago. I specifically requested the window table with the birthday
00:21decorations.
00:23Ma'am, I've checked thoroughly. There's no reservation under Morrison. Perhaps you made it under a different name?
00:28This is completely unacceptable. Do you have any idea how important this day is? It's my birthday.
00:35I demand to speak to someone in charge immediately.
00:38I understand your frustration. I'm the senior server tonight and we're a bit short-staffed. I'd be happy to find
00:43you the best available table.
00:45Short-staffed. Okay, well that's not my problem. I made a reservation and I expect it to be honored.
00:52I sincerely apologize for any confusion. We have a lovely table by the window that just opened up.
00:57It's actually our best spot. Fine. But I expect perfect service tonight. This is my special day and I won't
01:05tolerate any incompetence.
01:07Of course. Right this way. Here we are. This is one of our favorite tables.
01:18No birthday decorations. The lighting is too harsh. Why is it so close to the kitchen noise?
01:29But this will have to do, I suppose. Though I expected much better for my birthday.
01:34Can I start you off with something to drink?
01:36I need a few minutes to look at this menu. And make sure you're available when I need you. I
01:41don't want to wait around.
01:47Okay. Excuse me. I'm ready to order now.
01:51Oh, I'm so sorry. What can I get for you?
01:53I'll have the filet mignon. Cooked medium rare, but not too rare. I don't want it bleeding. And not too
02:00well done either.
02:01The asparagus should be crispy, not mushy. The mashed potatoes need to be creamy, not lumpy.
02:07Are you writing this down? This is very specific.
02:10Yes, ma'am. Filet mignon, medium rare, crisp asparagus, creamy mashed potatoes.
02:16And I want the lobster tail as well. But only if it's fresh, not frozen. If it's frozen, I don't
02:21want it.
02:22Also, I need extra lemon and the butter sauce on the side. Now repeat that back to me. I want
02:27to make sure you have it right.
02:28Filet mignon, medium rare, lobster tail if fresh, asparagus, crisp, mashed potatoes, creamy, extra lemon, butter sauce on the side.
02:37Good. Now repeat it again. I don't want any mistakes.
02:41Filet mignon, medium rare, lobster tail if fresh, asparagus, crisp, mashed potatoes, creamy, extra lemon, butter sauce on the side.
02:50One more time. This is very important.
02:54Ma'am, please.
02:56Fine. And I want this prepared perfectly. It's my birthday, so everything needs to be exceptional.
03:13Hey, Riley. Everything okay with that table?
03:16Just a demanding customer. Nothing I can't handle.
03:19You sure? You look stressed. Look, I can talk to her if you need me to.
03:23Thanks, Marcus, but I've got it. Part of the job, right?
03:27Yeah.
03:33Here you are. Filet mignon, medium rare, with fresh lobster tail.
03:39This is overcooked. I specifically said medium rare, not medium.
03:45I'm sorry, but the chef prepared it exactly as ordered. Would you like me to have him take a look?
03:50And these vegetables look way too salty. The presentation is sloppy, too. This is not what I expected for my
03:56birthday dinner.
03:56I want the entire meal remade. Everything. This is completely unacceptable.
04:02Of course. I'll have the kitchen prepare a new meal right away.
04:09She hated it.
04:11What's wrong with it?
04:12She says it's overcooked and too salty, but honestly, it looked perfect to me.
04:16Let me tell you, the steak was cooked exactly right. I checked it myself.
04:19I know, but a customer is always right. Remember?
04:24Riley, you don't have to take this abuse from customers.
04:26I can handle this.
04:28I appreciate it, but I need to learn to deal with difficult people professionally.
04:33It's part of growing in this business.
04:35You're a bigger person than me.
04:38The service here is absolutely terrible.
04:43I've been waiting forever and they can't even cook a simple steak properly.
04:46For what they charge, you'd think that at least hire some competent staff members.
04:55Ma'am, perhaps you could keep it down. Some of us are trying to enjoy our dinner.
04:59Mind your own business. I'm the customer here and I have a right to complain about the pathetic service.
05:04I'm just asking for a little consideration for the other guests.
05:08Well, maybe if this place wasn't such a disaster, I wouldn't have to complain so loudly.
05:13And I want a free dessert for all this trouble.
05:16I'm going to leave reviews about all of the things that happened at this awful place.
05:22Here's your new meal. The chef personally ensured everything was prepared exactly to your specifications.
05:30Well, this is acceptable, I suppose. Though I shouldn't have had to wait so long for decent food.
05:37The wait time was absolutely ridiculous. I've been here for over an hour and this is supposed to be my
05:41special birthday dinner.
05:43I expect this meal to be comped. Free. I shouldn't have to pay for this kind of treatment.
05:49I'm sorry, but I don't have the authority to comp meals. You'd need to speak to the manager.
05:54Then get the manager. This is unacceptable customer service.
05:57The manager isn't in tonight. I'm the senior staff member on duty.
06:01Are you kidding me? What kind of establishment is this?
06:04Maybe if you weren't so stupid, you'd have a real job instead of bringing me food all night.
06:09Ma'am, I understand you're frustrated, but I'm doing my best to provide good service.
06:13Your best isn't good enough. I've worked in customer service and this is pathetic.
06:19Excuse me. Could you just please lower your voice? You're disturbing the entire restaurant.
06:23I told you to mind your own business. I am dealing with incompetent staff here.
06:28I can see that you're upset, but taking it out on the server isn't going to solve anything.
06:33She deserves it. Look at this place and look at this service. I have every right to be angry.
06:39Now go.
06:47Check please. And make it fast. I don't want to have to wait.
06:53Here you are. Thank you for dining with us tonight.
06:55Are you serious? You expect me to pay full price for this disaster of a meal?
07:01Ma'am, you ate the entire meal. The service was standard for our restaurant.
07:05Standard. This was the worst dining experience of my life. I'm not paying for food that was poorly prepared and
07:13service that was unacceptable.
07:15This restaurant doesn't deserve anyone's money. The food is terrible and the staff is incompetent.
07:19Ma'am, please. You need to pay your bill.
07:22I'm leaving without paying because this place doesn't deserve my money.
07:26Ma'am, you need to pay your bill before you leave.
07:28And who are you? Another incompetent employee?
07:31No. I'm the head chef, alright? You ate the entire meal so you need to pay for it.
07:35Your food was garbage. You should be paying me for having to eat it.
07:40Hey, look. I've been cooking for 15 years, alright? The steak was cooked perfectly and you know it.
07:44Don't you dare talk to me like that. I'm calling your manager tomorrow to have you fired.
07:49Excuse me. May I interrupt?
07:51What do you want? I told you to stay out of this.
07:54I think you should know who's been watching your behavior tonight.
08:01Derek Williams, food critic for the Metropolitan Dining Magazine.
08:05I was here tonight to write an anonymous review of this restaurant and said I witnessed something much more interesting.
08:11I was just having a bad day. It's my birthday and I was expecting better service.
08:16Man, I've been observing your behavior for the past hour and a half and you've been nothing but abusive to
08:21the staff
08:22and you've attempted to leave without paying and you created disturbance for every single customer in this restaurant.
08:28I've been recording your behavior. Instead of reviewing the restaurant, I'm going to write an article about how customers treat
08:34service workers.
08:35Wait. You can't do that. I'll pay double for my bill right now if you don't publish anything.
08:41Ma'am, this isn't about money. This is about respect and basic human decency.
08:47You have no right to record me. This is an invasion of my privacy.
08:51No, actually this is public space and your behavior has been very public. This story needs to be told.
08:58Please, I'm begging you don't ruin my reputation over one bad night.
09:02Your reputation was ruined by your own actions tonight. No one should have to deal with that kind of abuse
09:08while trying to do their job.
09:11Thank you both for maintaining your professionalism. You handled the situation with more grace than she deserved.
09:18I'm sorry, okay? I said I'm sorry. Please don't write that article.
09:22Ma'am, your behavior tonight will serve as a lesson to others about treating service workers with respect.
09:32I'd like your permission to include your names in my article about exceptional service workers who deserve recognition.
09:39Really? You do that?
09:40Absolutely. You both showed incredible professionalism under pressure.
09:44You know, actually my magazine is looking for a new restaurant liaison position.
09:48Someone who understands both sides of the dining experience.
09:51What does that mean?
09:53Well, you work with restaurants and critics to improve the dining experience for everyone.
09:57It would triple your current salary.
10:00Are you serious?
10:01Dead serious.
10:02You have the perfect combination of industry experience and people skills.
10:08Riley, you deserve this. I mean, you've been working doubles for months.
10:11The article about tonight will run next week. I'm thinking the headline will be,
10:15The Birthday Karen Who Learned That Kindness Matters.
10:20I can't believe this is happening.
10:22Believe it.
10:25Sometimes, standing up for what's right leads to unexpected opportunities.
10:30I should actually get going.
10:32Call me tomorrow about the position and Marcus.
10:37That steak was cooked perfectly.
10:40Thanks.
10:41And thanks for standing up for us.
10:43Your service workers deserve respect. Period.
10:47Oh, and happy birthday to Sandra.
10:49She got exactly what she deserved tonight.
10:52That is right.
10:58Well, that was unexpected.
10:59I never thought a customer complaint would lead to a job opportunity.
11:03Yeah.
11:04Justice served along with dinner.
11:06You know, I think this might be the beginning of something really beautiful.
11:10Yeah.
11:10And you know what?
11:11Couldn't have happened to a better person.
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