Hey Brian,
I wanted…read moreto reach out about something that happened tonight that I feel you should know about. I also want to be clear that all of this transpired after you had already left for the evening.
For context, I'm a regular at the bar and have been coming in for quite a while. I've never had a major issue with Brent or Steven, even though they both have personalities that can come across as sarcastic or abrasive. I've generally let it go because my reason for coming to the bar is simple: I come in to have a few beers, relax, and enjoy myself.
Tonight, while I was still drinking one of my beers and had some left in the glass, Brent came by and took it away as if I was finished. I jokingly said something along the lines of, "I guess you're not going to let me finish the last bit." I wasn't upset and wasn't trying to start an argument. It was an obvious mistake that could have been solved with a simple apology. Instead, he responded with a snarky comment rather than acknowledging the mistake.
Later, he brought another beer to my table. I made eye contact with him and before I could even say anything, he asked, "Do you want to say something to me?" I replied, "No, I just wanted to say thank you." His response was, "Your eyes are telling me differently." Again, I found that unnecessarily confrontational and disrespectful.
At that point, I decided to leave a $0 tip. I normally tip very well, often around 30% or more, and this was the first time I've intentionally left no tip because I wanted to send a message that I was unhappy with the way I was being treated.
After that, Steven came over and confronted me about leaving no tip. He asked if I was really zeroing it out and questioned me about whether something had happened between me and Brent. I told him that whatever issue I had was not his concern, and he responded, "Fair enough." I assumed that would be the end of it.
Instead, Brent came outside and confronted me. He told me Steven had said I had a problem with him. I explained that I didn't have a personal problem with him; my issue was his attitude and the way he was treating me as a customer. Rather than listening, he became increasingly hostile.
I reminded him that I'm a customer and that I'm only there to buy beer from the business. I'm not there to deal with sarcasm, attitude, or an employee's emotions. As a paying customer, the minimum I expect is basic respect. I shouldn't have to walk on eggshells or accept being spoken to disrespectfully while simply trying to enjoy a beer.
That confrontation ended poorly and he went back inside. A short time later, he came back out and confronted me again, this time in front of other customers. The situation became even more uncomfortable because it was happening publicly. During that exchange, he ultimately told me that I was not welcome back.
Again, I reminded him that I am a paying customer whose only purpose in being there is to support the business and enjoy a beer. I should not be getting into arguments with employees, being confronted in front of other patrons, or being told I'm not welcome because I expressed concerns about how I was being treated.
The bigger issue is that, in my opinion, this isn't just about tonight. This has been months in the making. I've noticed a pattern with both Brent and Steven where they seem to have become comfortable treating customers with attitude and sarcasm in ways that shouldn't be acceptable in a customer-facing role. I've overlooked it many times because I enjoy the bar and didn't think it was worth making an issue out of.
On the other hand, employees like Kim, Josh, and David have always treated me and other customers with professionalism and respect. They know how to joke around while still making customers feel welcome. I've never had an issue with them.
From my perspective, the problem is specifically Brent and, to a lesser extent, Steven. Brent especially has developed a demeanor that I find unwelcoming, confrontational, and disrespectful toward customers. I don't think I'm the only person who feels this way. Tonight was simply the point where it crossed a line.
I'm not sending this because I want anyone fired or punished. I simply think you should know what happened, especially since it all occurred after you had left. I've spent a lot of time and money at your establishment over the years, and I would hope that customers--especially regulars--can expect basic courtesy and respect from the people serving them.
I wanted to give you my side of the story directly.
Thanks for taking the time to read this.