Restaurant Rant of the Day -- Restaurants That Refuse to Make Changes or Substitutions

I was at a restaurant that did not allow any changes or substitutions to the items on the menu. I tend to like to switch up the vegetables offered for another one on the menu. It should not be a big deal since they have the other vegetable. But this restaurant did not want to make any changes. They claimed that they were extremely busy on a Saturday night which does not provide time for the kitchen to make any changes. 

While I accepted this, it did raise a red flag on what is the story with the no substitution policy? My thought process is if the restaurant has the ingredients, they should be able to accommodate the customer’s request within reason. I guess they never went to Burger King Cooking School where you can have it your way.  

I understand that if you request a change then it will impact the kitchen a bit but come on, how much would swapping one vegetable for another cost relative to money and time. I am not asking a dish to be grilled rather than fried.

I believe that restaurants refuse changes for a couple of different reasons. First, the chef may be so full of themselves believing that the dish as he or she prepares is the best way to serve the food. Any changes would negatively impact the dish. Aside from the arrogance of the chef, why does the paying customer not be allowed to ask for a dish to be altered by on his taste. After all, the customer is paying for his experience not for the chef to be nominated for some award. 

The second reason is if the kitchen has to make some form of changes, then it may impact their ability to provide the best food and service. That sounds to me like a cop out. If you cannot adapt to requests, then you really do not understand that you are in a customer service business.  

It may happen that a customer has a good idea that may improve the dish. Years ago, a customer in a Sarasota restaurant asked for his fried potatoes to cut thinner. The chef was not happy about the request and decided to get back at the customer for such a request by cutting the potatoes paper thin. As a result, we now have potato chips thanks to this customer!!

 So, my word of advice is for restaurants to get off their high horses and drop the no substitution policies. Try to abide by the request of their customers

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