They do shops for a steakhouse restaurant in my area, sometimes as "at the bar" shops and some as "dining room" shops. I was doing a "dining room" shop, so it specifically told me not to sit at the bar.

I went on 4th of July, and it was extremely busy. When asked if I wanted to sit in the bar or dining room, I requested dining room seating. When my pager went off I was led to our table... in the bar area. (Now this bar area is not like a separate room, but rather just the other side of a low wall. The bar is in the center of the restaurant) I knew this could be a problem, so I said, "we wanted to sit in the dining room." The hostess pointed out placards that are permanently mounted to each of the tables in that row stating that those tables are only to be used for hostess seating (bar patrons can't just sit there). She said, "This IS considered part of the dining room." SO I accepted it and went on to perform my shop.

I thought nothing of it until I just checked my shop log and realized my report from that shop had been rejected, saying I was supposed to sit in the dining room, not the bar. I just emailed my protest, explaining what happened, and the response was basically, "Sorry. But we're still not paying you."

Now if I had made a mistake, that's one thing. But I did it exactly as instructed. It was fourth of July and they were extremely busy, so perhaps they just blew off my question or seated me where they shouldn't have. But the fact remains I even asked to confirm to avoid exactly this situation, and was told that was considered dining room, not bar. If there is fault in this, it the restaurant locations, not mine. I am quite furious at this, as I am apparently now out-of-pocket when I followed the rules and should be reimbursed for it. It was NOT my error, but if anything a problem with the location's seating practices.

Anyone else have similar problems? How should I proceed?

Hey there cinema,

I can totally feel ya on this. When you've shelled out a lot of money and it seems like it was the company's (or the MSC's issue), it really sucks. I know the exact shop you're talking about, have done them several times myself, and the only thing I can think of is to talk to Robin Myers if you haven't already been doing so (rmyers@realitybasedgroup.com). I've always found her very fair. She has high expectations when it comes to the completeness and accuracy of the shops she submits, but I think that's respectable. It's probably really difficult to hang on to clients without that level of commitment.

Anyway, be sure to explain to her that the area you were seated was explained to you as part of the dining room. That the hostess confirmed it and that you were very thorough in your investigation. Ask her if there's anything that can be done, now, as you did your part in good faith. If you've been a good shopper in the past, they may just choose to resolve it in order to keep you.

The only other bit of advice I have-- and really, I'm surprised they allowed the shop on the holiday-- is not to shop on days when places like that are going to be so swamped that the quality of service deteriorates. It's quite possible that this hostess would have seated you in this area on a regular night, there are a dozen reasons I can think of that it might have come out that way (hostess was new, hostess was swamped, they were trying to move the queue along because they had so many people who had called ahead, etc.). How you, as the shopper, can be responsible for that is really beyond me.

Hope the issue finds a good resolution!

Jen

Edited 2 time(s). Last edit at 08/09/2012 09:43PM by jentodd.

I feel for you. It's really hard when the Hostess wants to put you in a place and you know the shop requirements say you won't get paid if you sit anywhere other than your target place. This is a good company, and you can appeal, but you probably will not win this one, but you might try or at least ask if you can re-shop it. I have done this steakhouse shop numerous times over several years. The shop requires you to make a phone call and get on the wait list in advance, what they call the "call-ahead list." It usually means little wait time when you arrive even when they have a long line. I know from experience that (at any busy restaurant, not just this one) when a Hostess wants to get you seated right away with no arguments, she will tell you whatever it takes to get you seated quickly. I would say take this as a lesson learned and refuse to allow yourself to be bullied at a restaurant. And, in fairness to the Hostess, perhaps she does consider that part of the bar part of the dining area, but to Reality Based and the corporate office it is the bar area. On one of my visits to this restaurant, on a busy Saturday night, they tried to seat me in a booth in the bar. I have also had it happen at other restaurants. Knowing I wouldn't be paid for the shop if I allowed them to seat us in the bar area, when she led us to the bar area, I smiled and quietly repeated my request to sit in the dining room. When the hostess argued, telling me THIS BOOTH was ready NOW and that it really was a part of the dining area, I said "I understand, but it's simply too close to the bar for me. I prefer to sit in the dining room. I'll be glad to wait for the next available table in the dining room." I could tell she was annoyed but she smiled and took us back to the Hostess Station and we were immediately seated in the dining room with no waiting. If I had been required to wait additional time to sit in the dining room, I would have reported the additional time and explained the additional wait, and I would have described my conversation with the hostess who attempted to place me in an area other than my request.

cinema,
Are you certain that the reason you were not paid is the seating arrangement? Most clients specify no shops on major holidays, so I wonder if that was the actual problem.

Unfortunately, this is one of those situations, where the staff did not know what they were talking about. You can not sit ANYWHERE in the bar area or the report will be rejected. Don't be afraid to push back on the staff. Also do not believe anything they say. Always play it safe and sit in the obvious dining room section. Hope this helps.

No, shopping this restaurant on 4th of July was not a problem. They routinely schedule shops on holidays if the restaurant is open. I shopped it on 4th of July last year. The problem was most probably the seating if the OP was seated at a booth in the bar area. Regardless of what the hostess said, the high booth-tables surrounding the bar in this restaurant are definitely are part of the bar area.

Thanks for the input. A few responses:

1. The holiday date was not an issue

2. They DID specifically tell me the seating was the reason it was rejected.

3. Robin Myers is the one I have been contacting, and the one who just said, "sorry!" Her last correspondence said she would forward it to the client, but I doubt much will come of it.

4. If the hostess had just stated it was dining room, I might have pushed back further. But the fact that there were permanently mounted signs attached to the tables designating them as hostess seating only backed up her assurance that those tables were permanently considered dining area.

I have done many of these, and sitting at bar area is a different evaluation.
You needed to insist on sitting in the dining room, but being a holiday, they just needed to seat you. I hope maybe you can re-do this, although a bit late now...I have to guess your going to lose this one. This is a stand up company, I work monthly for them, have never seen a restaurant here,
but I find them always fair, instructions say what they say...sorry!

cinemaphile Wrote:
-------------------------------------------------------
> Thanks for the input. A few responses:
>
> 1. The holiday date was not an issue
>
> 2. They DID specifically tell me the seating was
> the reason it was rejected.
>
> 3. Robin Myers is the one I have been contacting,
> and the one who just said, "sorry!" Her last
> correspondence said she would forward it to the
> client, but I doubt much will come of it.
>
> 4. If the hostess had just stated it was dining
> room, I might have pushed back further. But the
> fact that there were permanently mounted signs
> attached to the tables designating them as hostess
> seating only backed up her assurance that those
> tables were permanently considered dining area.

I am sorry this happened to you and understand why you think you should be paid for this shop. However, the hostess-seating-only signs did not necessarily mean that those tables were in the dining room.

Restaurants sometimes have tables in an area that is considered neither the bar nor the dining room. This area usually is hostess-seating only, and is sometimes referred to as the cocktail lounge. It is best that shoppers avoid the cocktail lounge if a shop requires sitting at the bar or in the dining room.

I have not worked with Robin for several years but she used to be one of my favorite schedulers. She was unfailingly sympathetic, kind, and professional. If I were in your shoes, I would give her the benefit of the doubt. Whether the client accepts your report is up to the client. All Robin can do is sympathize and explain the special circumstances to the client.

Your response to Robin's "sorry" reminds me of how a shopper responded to an email I sent as an editor. I ended my email with "Thank you." He somehow took that as a sarcastic "thank you" and scolded me for being rude.

Edited 1 time(s). Last edit at 08/12/2012 06:33PM by BusyBeeBuzzBuzzBuzz.

If something like that happens again, you should e-mail the scheduler or someone else right away after the shop, and even before you write the report, just to give them a heads up. For example, in your case I would have e-mailed the scheduler after the shop saying that you had requested to sit in the dining room, but the hostess would not allow you to sit in the dining room, even when you requested again that you wanted to when your pager went off. This would give the scheduler or account exec a chance to contact the client and give them a heads up that this happened, and let them know that the fault lies with the client's actions not yours. MSC's hate surprises in reports; giving them a courtesy email telling them what happened would make it better to handle.

Did you write about this in your report or did the receipt give it away? I've been seated there, and never had a problem, my receipt always says "dining room" or something to that effect.

that would be a hard pill to swallow....sorry.

I have done that shop quite a few times. If she tried to seat me in the bar area booths, I would say, "Listen, I really want that WINDOW seat over there near the front." I would tell her I would "wait" for that table.

Because it comes down to this: You KNOW you are not going to be paid because a hostess seats you in the wrong area. INSIST on a window seat. If she says it will be an hour, tell her window or next available table "over there somewhere"..

What other choice do you have?


Otherwise, your meal is going to come out of your pocket.

FWIW: I refused to take shops on 4th of July because in the past...I have had shops CLOSED that I was assigned... and I said, "no more."

Edited 1 time(s). Last edit at 08/12/2012 04:55PM by SunnyDays2.

ITA! I did a high end restaurant shop in Newport, RI last month. We specifically said we'd like a table in the DINING ROOM. The hostess walked us to a table right by the bar! Now, I'm sorry, even if I wasn't doing a shop, I DO NOT LIKE TO DINE by the bar. Ever. If I want to go to a bar, I'll go to a bar. I personally do not want to spend $200+ to sit by/at/or see a bar. Hey, everyone's different.

We nicely told the hostess (again) we'd like to sit in the dining room, not the bar area. She said that it wasn't the bar, it's a table. (What kind of hostess argues with patrons?) Finally, I said I do not want to see the bar while I am dining. She huffed and puffed, but finally gave us seating in the dining area.



SunnyDays2 Wrote:
-------------------------------------------------------
> I have done that shop quite a few times. If she
> tried to seat me in the bar area booths, I would
> say, "Listen, I really want that WINDOW seat over
> there near the front." I would tell her I would
> "wait" for that table.
>
> Because it comes down to this: You KNOW you are
> not going to be paid because a hostess seats you
> in the wrong area. INSIST on a window seat. If she
> says it will be an hour, tell her window or next
> available table "over there somewhere"..
>
> What other choice do you have?
>
>
> Otherwise, your meal is going to come out of your
> pocket.
>
> FWIW: I refused to take shops on 4th of July
> because in the past...I have had shops CLOSED that
> I was assigned... and I said, "no more."

This has happened to me before at the restaurants. I tell the hostess that I am not comfortable sitting in the bar area. They usually get me a table in teh dining room; sometimes right away, the longest I waited was 10 minutes extra. You have to be insistent. The bar is serviced by the bartenders and they want to evaluate the server. Lesson learnt - that will not happen to you again and next time you will know what to do.

I would say the smell of alcohol makes me gag so PLEASE put me in the dining room. Or, say you are alergic to alcoholic vapors and you can NOT sit at the bar area or anywhere near it!

This is our paycheck folks! We must fight for the dining room!~~~~~

This is specifically why I asked the hostess and she said that it WAS considered dining room. So I took her word for it... yes, that was apparently my mistake. But that's like saying a shop requires me to order steak, and I order steak but they bring me chicken. Am I at fault because the location made a mistake? ugh....

Anyway... like I said, I don't expect to win this one, but I don't have to be happy about it.

I'm with you on this ..... it's hard to lose out when you trust the staff. Take it as a lesson and get what you want and what you need to be paid. Don't take the staff's word for it. Remember, if they brought you chicken when you ordered steak, you would send it back and get what you wanted. If they seat you in the wrong place, don't agree.

I had this same situation arise on my last shop there; I was seated within the walled-off bar area, although I had asked for dining area. I fretted about it through the whole meal, however when I got my ticket, it said DINING on it so I got paid correctly. I just figured it was an odd setup on their part and what they consider to be bar area was only at the bar and any other seating considered dining. That's good to know for next time. I won't be going on a busy day for sure! Did your receipt say bar or dining? Or how did they find out it was incorrect?

That's a great question! Especially for future reference.....

josey122 Wrote:
-------------------------------------------------------
> I had this same situation arise on my last shop
> there; I was seated within the walled-off bar
> area, although I had asked for dining area. I
> fretted about it through the whole meal, however
> when I got my ticket, it said DINING on it so I
> got paid correctly. I just figured it was an odd
> setup on their part and what they consider to be
> bar area was only at the bar and any other seating
> considered dining. That's good to know for next
> time. I won't be going on a busy day for sure! Did
> your receipt say bar or dining? Or how did they
> find out it was incorrect?

I had a similar situation once, but with Bestmark.

I was supposed to have dinner at the bar. The hostess flatly refused to seat me at the bar. I insisted, she said no. Finally she said she would seat me at the bar...and then led me to a table in the bar area. Bestmark was in close contact over the issue and asked me several times to repeat what the hostess had said, but they did pay me without issue.

I'm sorry you're dealing with this. It really stinks, but I hope Reality does the right thing and pays you.

josey122 Wrote:
-------------------------------------------------------
> I had this same situation arise on my last shop
> there; I was seated within the walled-off bar
> area, although I had asked for dining area. I
> fretted about it through the whole meal, however
> when I got my ticket, it said DINING on it so I
> got paid correctly. I just figured it was an odd
> setup on their part and what they consider to be
> bar area was only at the bar and any other seating
> considered dining. That's good to know for next
> time. I won't be going on a busy day for sure! Did
> your receipt say bar or dining? Or how did they
> find out it was incorrect?

It sounds like you were sat in EXACTLY the same spot I was, yet apparently on my receipt it stated bar. Here is part of what her email said:
"We can only go by what the receipt says and it says bar in the two places where it should say the servers name and where it should say restaurant."

So because my location has the same setup as yours, yet lists the receipt differently, yours gets paid and mine gets rejected. Grrr....

One ofthe very good reasons I don't take shops where I have to lay out a large amount of money. The chance that they decide after they receive your report, that you didn't do something the way they wanted it done, so you dont get paid or re-imbursed.

If they want an expensive restaurant shop done, let them send a pre-paid visa or m/c card.

cake, why did you go to the hostess to sit at the bar? Was it required? My experience has been if you tell the hostess you want to eat at the bar you are on your own.

LisaSTL Wrote:
-------------------------------------------------------
> cake, why did you go to the hostess to sit at the
> bar? Was it required? My experience has been if
> you tell the hostess you want to eat at the bar
> you are on your own.


She approached us as soon as we walked in to seat us. Otherwise I would have approached the bar myself, but I was cornered.

Cine,

Thanks for your post, as I've been seated in that area on at least 3 of the assignments I've completed for that client and never gave the matter a second thought, but sure will in the future. All work has always been paid.

I did one last night and they tried to sit me at the bar, so didnt happen.