Tales from the Floor: The £4 Discount Saga

There’s never a dull day in hospitality, even when you’ve been in the industry as long as I have. And just when I think I’ve seen it all, a customer always comes along to keep things interesting. This particular story? It’s about a seemingly innocent NHS discount that spiralled into a full-blown debate over small print and policy fairness.

So, a customer came in, ordered, and expected her NHS discount—a standard benefit we proudly offer as a thank-you to healthcare workers. But there’s a limit, capped at £4. When I explained this, she didn’t take it well. According to her, “£4 off isn’t anywhere close to 20% of her total.” Fair enough. I started to explain the policy, but before I could even finish, she cut me off with a classic: “Stop talking and listen to me!” At that moment, I knew we were in for one of those conversations.

Now, I’ve been doing this since the ’90s, so I calmly pointed out that the discount is indeed capped at £4. But she wanted none of it. Instead, she started questioning our approach to discounts for the police, ambulance workers, fire services, and even the army. Did we cap those discounts too? Yes, I assured her, we did. Same policy across the board—it’s fair and consistent. She wasn’t pleased with that answer either.

At that point, I knew it was time to call in backup and let the manager take over. The manager echoed exactly what I’d said, but she still wasn’t happy. When she finally left, I couldn’t help but think, “If only she could have accepted the answer the first time.”

After all these years, it still surprises me what customers will argue about. But here’s the kicker: despite these wild moments, I get a weird kind of buzz from the chaos, especially when things are busy. Maybe you need to be a little crazy to thrive in hospitality, but it’s those unpredictable encounters that make it all worth it.

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