Menu Mishaps and Kitchen Protocols: What Happens When a Customer Returns Dishes

Restaurants are bustling environments where precision and efficiency are key to providing a satisfactory dining experience. However, even the most skilled chefs and servers can encounter unexpected situations, such as a customer returning a dish. What happens in the kitchen then can vary greatly depending on the specifics of the situation. This article delves into the procedures and protocols that kitchens follow when a customer sends a dish back to the kitchen.

Understanding Common Reasons for Dish Returns

Customers may return dishes for a variety of reasons. Here are some common scenarios:

Preparation Issues

One of the most frequent reasons for returning a dish is an issue with the preparation. This can include the dish being too overcooked, too undercooked, too spicy, or simply not to the customer's taste. In such cases, the kitchen team has a few options to resolve the issue:

Steak too rare or too well done: If the steak is sent back because it is undercooked, it will be returned to the grill to cook further to the desired level. If it is overcooked, it may be disposed of or served to another customer at a discounted price. Missing ingredients: If a dish is missing an ingredient, the kitchen may choose to add it and serve the dish to the customer or bring out a new dish. Off taste: If something is off about the dish, the kitchen team will check for and remove any contaminants. The dish may be thrown out if it is contaminated or may be served to another customer if it is not.

Order Errors

Customers sometimes return dishes because of order errors, such as the wrong item or an extra item:

Incorrect order: If a customer returns a dish because they received the wrong item, the kitchen team will often serve the correct dish and return the incorrect one to the kitchen for disposal. Change of mind: If a customer simply changed their mind or made an error while placing their order, the dish may be given to another table if it has not been touched.

Handling Different Situations

The handling of returned dishes also varies depending on the condition of the food:

Dishes that Need to Be Rejected

If the dish is in an unsanitary condition, has been dropped or otherwise tampered with, it needs to be disposed of properly:

The food is scraped off and put in the garbage. The dish is washed and placed in the dishwasher.

Less Severe Returns

In cases where the dish can still be served, it is often sent to another table:

A example includes a headwaiter who dropped a trout on the floor. According to the manager's directive, the waiter left the dish on the floor and got a new one. The dropped trout was cleaned and served to a different customer, in line with the principle of 'waste not want not'.

Restaurant Culture and Ethical Considerations

While most kitchens aim for a high standard of food safety and customer satisfaction, there have been instances of misconduct and unethical practices. Some restaurants recycle leftover food on customers' plates into other dishes, raising serious food safety and ethical concerns. According to a HVAC worker who fixed freezers in restaurants, certain establishments use half-eaten food in other dishes, which can pose significant health risks.

Case Study: Fast Food Restaurant

A humorous anecdote illustrates how slippery situations can lead to conflicts in fast-food restaurants. During a busy lunch rush, a worker added extra cheese to a burger for a customer without their knowledge, resulting in a heated argument. This incident highlights the importance of transparency and customer awareness.

General Advice for Customers

For customers, it is generally advised to:

Eat the portion they can consume and notify the manager about the issue. Avoid sending dishes back behind the kitchen doors as it can lead to conflicts. If the issue is with a heavily contaminated dish, it is best to dispose of it and order a new one.

Conclusion

In the fast-paced world of restaurants, there are various protocols and practices in place to handle dish returns. While the kitchen team strives to resolve issues and maintain high standards of food safety, understanding these protocols can help both staff and customers navigate potential mishaps smoothly.