How does saying ‘no’ to customers help business?

Those of you who are readers of my column may be asking, “What have you found to complain about now?” So, I’ll tell you.

I run into situations where the owner actually says he won’t make my sandwich without onions. I’m on a mission to stop accepting a “no” for stupid reasons.

Whether it comes from a restaurant, hotel or retail store, telling customers “no” is bad for business. As consumers, when we’re on the receiving end of a “no,” it makes us not want to return. I am not suggesting being rude or asking for something clearly out of the ordinary, just using good common sense.

Let me give you a couple of examples of recent experiences I’ve had.

No, no, and no again

I was invited to dinner at a high-end hotel’s restaurant. At the server’s recommendation, I ordered the lobster special and requested the claws to be cracked in the kitchen to save the table — and my suit — from a messy meal.

She came back from the kitchen to let me know that the chef said no and that it had to be served at the table as he presented.

So I ordered the lobster, which was indeed beautiful. I then told the server to please take it to the kitchen and let the chef know I loved the presentation and now would he please crack the claws and tail. The dish came back to me in its original presentation; again the chef said no!

Unfortunately — for him — the chef did not know I was the guest speaker at the international conference of this hotel group. The topic was “Giving World Class Guest Service.” I told my story the next day in my speech, and the company president, regional director and general manager immediately got up and left the room, I assume to have a conversation with the chef about giving the guest world-class service.

I hear you knocking, but too bad

Last week, we went to a well-known, very expensive Chicago restaurant for a special occasion dinner. The restaurant opened at 4:30 p.m. We stepped out of our Uber at 4:15 and into the pouring rain.

The door was locked while the employees — and the manager — stood at the window watching us get drenched and shaking their heads that we could not come in. One employee tried to let us in, but the others would not let him.

When we finally did get in at 4:30, we discovered that we weren’t even in the restaurant. It was on another floor and we were just in a lobby holding area.

Restaurants survive because of repeat business, but we will never again go to this one, no matter how much we loved it.

Do not rearrange the chairs

On an annual night out with my four brothers, we arrived at a cigar club where all seats are arranged in groups of four around a cocktail table. Seeing plenty of empty chairs, I moved one over so we could all sit together and converse.

Cue the owner! He told us that one person would have to stand if we wanted to be around one table, as he does not allow chairs to be moved. I pointed out the common sense exceptions: a) there are five in our party and b) there are plenty of chairs and space available. What did we hear from him? “No.”

We will find another place.

Let’s defeat the ‘no’ nothings

There are times when “no” is warranted. I’ve written before about diners trying to make off with plates and glasses, which comes at a cost to a restaurant’s bottom line.

And, yes, some people will take advantage of eager-to-please establishments. But I wonder what the real cost of these people is versus the loss of repeat business over a stupid rule (like “Don’t move the furniture!”) that, in most circumstances, defies logic.

All three of these businesses lacked the one amenity that would have brought me back: common sense.

If we keep accepting owners, managers and staff telling us “no” just to make them feel like they have power over us, this problem only gets worse. It is time for us to band together and say “no” by reminding them they just lost a customer! A Yelp review might be in order, as well.

• Izzy Kharasch is the founder of Hospitality Works, a consulting firm that has worked with 700+ restaurants and small businesses nationwide. He is offering Daily Herald restaurant owners a free consultation by contacting him at Izzy@HospitalityWorks.com.