Running a restaurant requires you to pour your heart and soul into every aspect of the hospitality experience, and no matter what, you’re never going to make every customer happy. When it comes to negative reviews online, they can be hurtful, but it’s also relatively easy to shake them off. But when you’re being insulted or attacked by a guest in-person, right to your face, how do you handle it? Matt, Yianni, and Peter are reflecting on horror stories featuring horrible guests and answering questions including:

• Is it possible to dislike every item you’re served on a 15-course tasting menu?
• As a server, has anyone ever asked you what you thought you deserved as a tip?
• After a negative comment, how can you ask a table for more feedback without coming across as confrontational?
• When is it appropriate to “divorce” a customer?
• Should you confront a guest in private or in front of other guests when they disrespect your employees?
• Is the customer always right?