Below you'll see two sets of tips, the first for managers and the second for diners. After some tips in both sections you'll find examples of things NOT to say, some of which were said by the manager in this conversation.
How Not to be a Terrible Manager When There's a Glutening Mistake
- Don't be belittling:
- "How is your meal, except that tiny little piece of spaghetti?", "It isn't a bit deal", "You don't need to worry", laughing in general at the situation
- "You probably didn't tell the waiter you were strictly gluten free.", "Are you sure you said you were gluten free?"
- "No, that won't happen." , "I don't think that'll be the case", "You'll be fine!"
- "This is a new waitress, she has no idea what she is doing.", "The chef must have not been in the kitchen at that time."
How Not to be a Terrible Diner When There's a Glutening Mistake
- Don't be afraid to speak up and be assertive.
- Always act with grace and professionalism.
- Be as polite as possible, and kill 'em with kindness.
- "Your restaurant is disgusting!", "Who's the idiot that made this mistake?"
- "I need you to remake this food.", "I need you to remove this from the check immediately.
The diner has a right to bring up any mistakes or concerns, especially when it relates to a medical issue that's been clearly stated from the beginning. However, ultimately, this does not give you a right to put anyone down and make a scene because mistakes do happen. When offering any criticism try to make it constructive so it can help prevent this mistake from happening to other diners. For example, try suggesting to the manager that the restaurant consider getting improved training such as GREAT Kitchen training from the National Foundation for Celiac Awareness.