I wouldn't call that fickle as it went further than just a bad visit.
Getting pissed off over an experience like that is probably an appropriate response. Or bringing the 10 year history of being a loyal client to the management's attention. But going to war against them for a once in 10 years event sounds like first world entitlement.
The overall point about the lengths needed to maintain an experience that keeps customers happy is real, though. You don't make money by trying to profit on every transaction or treating entitled people like you know they're acting like an ass.
In general I'd be inclined to agree, but two things come to mind. One: if I had a reservation I'd expect it's for a table not a seat at the bar. Two: being deliberately singled out versus being an accident. If the staff had been more obvious (e.g. tables are for whites only), would you suggest giving them another chance?
DOSA in SF (the one on Fillmore) deserves an honorable mention for not honoring reservations. We showed up early with a reservation and they continued to seat people before us, after like half an hour we all left because we were going to a show. I talked to the manager who claimed we arrived late, etc., etc. I wasn't a regular customer, I didn't make a scene, but you can bet your ass I'll badmouth DOSA every chance I get. If you're not going to honor reservations, why take them?
You don't make money by trying to profit on every transaction or treating entitled people like you know they're acting like an ass.
And what makes someone entitled? Wanting a table to go with the reservation? Or looking different than the typical customers?
The guy apparently received appalling service and was humiliated in front of his girlfriend on Valentine's day by a restaurant he trusted and was attached to.
This was personal betrayal.
This is why cause people to react so strongly. We don't see this as a simple business transaction, this is personal and emotional.
The reality is, if 97% was a great experience and 3% awful, its still a great place when averaged. I for example would gladly try out such a place if it would be described objectively, without some stupid emotions overshadowing every single fact.
Some would call the reaction appropriate, some overblown. Not judging, haven't been treated like that. But generally emotions are bad long-term advisor, unless decision also passes some basic logic check (which usually they don't).
We need to listen to our emotions more, not less in some circumstances. I don’t mean to make a scene, but to take it as a sign that we shouldn’t eat at that restaurant, take that job, date that person, patronize that airline, etc.
It makes no difference if it's rational or not if it's reality because if you're an expensive steak house, you have first world customers so their first world problems are your problems.
Do the exact same thing they did except simply present it better and apologise and now you're likely not going to piss off a loyal customer.
In his defense, if a customer is paying and not asking for out of the ordinary, it's really bad business to not at least acknowledge the customer when they are generous enough to complain.
