A family skipped out on their $850 bill, leaving behind a note blaming “terrible service.” My manager, Mr. Caruso, saw it as an opportunity for good PR and shared the story with a local news station. A food blogger named Nadine had video of the family’s rude behavior, which went viral.
The Thompsons returned, demanding we take down the video, but Mr. Caruso made them pay. The restaurant erupted in applause. Later, he promoted me to assistant manager for how I handled it. It turned a bad situation into a win for everyone.