When we make a restaurant reservation, we have certain expectations. We expect to be seated relatively close to the time of the reservation. We expect that a restaurant honors reservations. Sometimes when we have a reservation for a large group, we work out the specifics of the menu with the restaurant in advance. When the order of the universe changes and the restaurant sends a last minute email, as in two hours prior to the intended reservation, denoting changes, miscues are guaranteed!

First of all, not everyone accesses email all day long. Secondly, advanced and agreed upon details should not give a restaurant carte blanche, sorry couldn’t help myself, permission to make significant changes. When a group has been told that lunch hour is extremely busy but they can be accommodated if they preselect an agreed upon menu, then no further discussion is necessary. Certainly, the host should not arrive at the restaurant and be told that last-minute changes were made via email does not guarantee a positive experience. Email has its limitations. Phones still are preferable, but last minute changes cannot be a one-sided proposition: Two parties need to concur.

Remember the old adage: The customer is always right. The corollary, not in this case, just leaves a bad taste and results in diners or guests at the table deciding the restaurant does not deserve future business. Word-of-mouth may help or harm an establishment. A bad call is a bad call! Baseball demonstrated better manners than this!

The mild confrontation ended with the restaurant being over-solicitous to everyone at the table, to the point of their being too present. If the service model continues to rankle more diners than any other question on food surveys, then there is a lot to learn from such a poor display of restaurant strategy.

The economy is far from a solid investment at the moment, and restaurants should be thrilled to have group business. They need to show their appreciation and not confuse an otherwise fortuitous venture.