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Question and Answer Advice, Tips, and Insights From Folks Who Have Been There Before...

Question: Lying About Reservations
Inevitably we get a customer who arrives at the restaurant at the busiest time and insists that they called ahead and made a reservation. Our reservation system is traditional (Big Black Book) that is used by all staff to enter a reservation, and it has worked great. In these cases my intuition tells me that they want to sneak into a table (usually on Valentine's Day, Mothers Day, or New Years Eve), but I'm hesitant to call them on it...I don't want them making a scene, but at the same time I don't want to inconvenience customers who play by the rules.

Any suggestions?

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