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Encyclopedia of Deception

This phrase includes various types of tricks of guests of public catering enterprises, which they use in order to get a discount on their account or not pay at all. The most common and fairly straightforward type of fraud is to leave without paying the bill. Next are the ways to get discounts by putting foreign objects in a dish or drink (hair, insects, pieces of glass, small stones and other “unexpected”).

Even guests are trying not to pay the bill during various extraordinary situations, for example, an unexpected rainfall on the summer ground. As a result, almost all guests move under a canopy or indoors, and some of them, taking advantage of the bustle, leave the institution. This also includes the situation when the institution turns off the electricity, in the dark it is much easier to leave. Also, guests leave the catering facilities during a fight or other state of emergency, while the employees of a cafe, restaurant or club are busy eliminating an unusual situation and cannot keep all guests in sight. But there are also stupid, in my opinion, situations when guests leave after they simply did not wait for the bill. After waiting 20-30 minutes, the guests just get up and leave – the assumption of such a situation is stupidity on the part of the restaurant staff. The waiter, of course, pays the bill of escaped guests, but the reputation of the establishment also suffers.

There are also guests who come with certificates from city polyclinics stating that they were poisoned, they cannot prove it, but they are very noisy, they threaten to call Rospotrebnadzor, attract the attention of other guests, and the employees of the establishment have nothing left to do. accept the terms of the “affected”. As a rule, young employees who do not know about this type of extortion fall into such a bait. More experienced leaders, so-called “experienced”, calmly conduct a dialogue with screaming guests, take them out of the hall, do not succumb to provocations, raise the bill of these guests and inform them that the dish because of which the poisoning allegedly occurred, was sold yesterday, for example, 35 times, and no one except this person has made such a statement. The calm look and restrained speech of the restaurant administration cools the ardor of “grief-extortionists”, and with threats of complaints they leave the institution, as a rule, by fulfilling these threats. The task of the leader is not to panic, but to calmly explain that the institution is at a high level and, most likely, the guests ate something else, but not in our institution.

In order to avoid various frauds on the part of consumers, it is necessary to understand the conditions under which they can occur. For example, you can leave the institution only if there is no attention on the part of the line staff located in the sales area or in the absence of personnel in the room in general, as they say, “do what you want, take what you want.” The insertion of foreign objects into dishes and drinks can also be carried out only in the absence of personnel in the hall and without a video surveillance system. In addition, guests need to pay closer attention, but not to catch them at various tricks, but to provide good service. Just when the guests are constantly in the field of view of the staff, they will not have the opportunity to fulfill their intentions, even if they were planned. I used the brigade method of service, which allowed me to fully control the situation in the room. What does it consist of? With this method of serving, the team leader and another waiter are always in their position in the hall (about 5-8 tables per person) and do not leave it, that is, they serve the tables and are located next to the station of the waiters. All other members of the brigade help to serve: remove dirty dishes from the station, bring ready meals and drinks, replenish supplies of serving items. If the team leader needs to leave the position, he informs the manager or manager, and they will already monitor the situation in his absence. Thus, complete and constant control of the guests of the hall is achieved. Another way to prevent various frauds, including theft by guests is video surveillance. Moreover, at the entrance, it is desirable to place an inscription stating that for security reasons, video surveillance is being conducted on the premises of the institution. Such a phrase will restrain some extremists. And it is desirable that video surveillance
The denomination was indeed conducted. Then, even if guests leave the restaurant without payment, it will be possible to calculate them.

The presence of a guard in the institution can also help in terms of preventing guests from trying to leave the institution without payment, provided that the guard will not sleep at the workplace, but will fulfill his duties. Today the situation is complicated by the anti-smoking law, in which guests, for smoking, are forced to go out. However, they may not leave their things on the table, symbolizing that the guest is still here.

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