I am the General Manager at City Tap Cleveland and I am responding in regard to the complaint filed against us by *** ***.
Ms*** was in City Tap on a Saturday night and had asked me if she could have a discount on her tab because she was a dancer for
the *** *** *** *** ***I informed her that we offered no such discounts at City Tap. She then told me that she receives a discount at ***, *** and City Tap of 20%I assured her that she was mistaken, and that we have absolutely no affiliation with the *** or any of the aforementioned barsI then explained that we do not even have a 20% discount button available in our computer(we use a 15% discount at City Tap). I apologized for any confusion and went about my business as I was not bartending that night.
Over the next hour or so my staff pulled me aside to tell me that Ms*** asked both bartenders and the server on shift for a discount in regard to the same line of questioningAt this point she then approached me againI informed her again that we have no "automatic discount" just because of employment at a certain business or municipalityI then gave examples as to why we do not do this, and then explained to her how our loyalty system works.
City Tap discount system works as followsThe Bartenders have access to a 15% off key that may only be used on full price itemsIt may not be used on pre discounted daily specials, food or merchandiseThe only purpose of this discount is so that bar staff at City Tap Cleveland may take care of their best customers who visit them repeatedlyAs not one bartender works seven days a week, it is impossible that every person will get it every time they come inThe discount program is designed to reward loyal customers who visit us at City Tap 4-times a week usually, and is just a small gesture from the bar staff of saying thank you
I also explained to her we also have multiple days with built in discounts for everybody that walks in the doorShe mentioned she comes in on Monday nights often, which is a day where we offer $bottles every Monday, open to closeI tried to explain that was probably the discount she received, and that being it was a weekend night, in prime bar business hours, we do not have any specials on those daysAt this point in the conversation she told me the way we do our discount system was wrong, and "unacceptable for her"She went on to say that she had worked in retail and City Taps system would never work in her experienceI explained to her that we at City Tap are not in the retail business, and this is fairly standard for low level discounts at almost all bars I have worked atI then apologized for not being able to help more, and walked away again as I was needed elsewhere for another issue.
This takes us up to about 1amAt that point she approached the bar manager and I about the discount againHer earlier tab had been closed out, and some gentlemen at the bar had been buying her shots of Makers Mark BourbonAfter she explained who she was again and why she should get a discount, I politely told her "I don't understand the question at this pointI have already explained to you exactly how our discount system worksI am sorry you do not approve of it, but there is not much else I can do about this issue." She then became very upset, and short with me and the staffThe bar manager then told her she doesn't even have a tab because the two men at the bar bought all of her drinks, so she doesn't even need a discountShe became even more upsetShe then proceeded to bother one of our best late night regulars so much I had to intervene and ask her to leave the woman aloneWhich she did not do, then after asking a second time and the woman yelling at her to leave her alone, she finally movedMs*** then moved to another guest and complained about the whole situation again, to the point where it made the guest so uncomfortable I paid for his last round for dealing with the situation.
At this point in the night it was about 2:10am and we had already done last call when I finally saw Ms *** leaveShe stayed the entire night, even though she did nothing but complain about City Tap for the last hour.
I apologize if this was too long, but I have been in the service industry for about years and in management for over 10. This is my first time ever addressing the Revdex.comI did not want to leave any information unclear or unaddressedIf you need any other accounts or information about the night in question, please feel free to contact meI can produce accounts from all staff members and the regular at the bar involved.
Thank you for your time,
*** ***
General Manager
City Tap Cleveland
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Once again, it got to a point where I was defending myself and the fact I wasn't even asking for a discount. I simply was trying to explain that BECAUSE I have received them before because of staff that does remember and I didn't even what percentage the discounts were, even more reason I was not pressed one, but I didn't have to lie about recieving one before. I mentioned the other locations BECAUSE I thought that was why I received discounts on your establishment as well but after you explained how it worked I understood your loyalty program. Even that night you didn't go in depth as you did your response. After I understood I did make a suggestion that maybe you all should use something to differentiate loyalty and non loyalty members. I asked Bartender and the guy with red hair about my discount The guy told me he would let her know I do get one. So that is why I brought You The Manager into the situation because obviously to me there was some sort of mix up. Now once again after you told me I Don't get one, my goal wasn't to try and a discount I was trying to UNDERSTAND why one day or certain staff gives me one and another day with other staff I don't. I was DISREPSEPCTED in your bar and it doesn't matter how many times I ask questions to something I don't understand or how long I stayed I was waiting on a ride and I paid for drinks before and after those men left. What you're not understanding is the second I was defending myself against you and you're bar staff was UNACCEPTABLE. I CRIED in your bar because you all were talking to me as if I was begging for a discount AFTER I PAID for my drinks and got some for free! Even tho that man did Not pay for All of my drinks, even if he did it's not any of your staff's place to make a public announcement about. Your bar manager said "I don't even know why do you want a discount so bad? That man just bought you like 3 drinks" that was DISRESPECTFUL. And if you don't think so then I can't expect a decent apology from you. Or when the bartender told me "just go get a discount from the other places then" for the last time I no longer WANTED a discount. I really liked coming in City Tap but the fact I can't even get a decent apology is sad. I know missing out on my little $20 won't hurt you but you all hurt me. I just never been treated like that.
[redacted] [redacted]
Regards,
[redacted]
I am the General Manager at City Tap Cleveland and I am responding in regard to the complaint filed against us by *** ***.
Ms*** was in City Tap on a Saturday night and had asked me if she could have a discount on her tab because she was a dancer for
the *** *** *** *** ***I informed her that we offered no such discounts at City Tap. She then told me that she receives a discount at ***, *** and City Tap of 20%I assured her that she was mistaken, and that we have absolutely no affiliation with the *** or any of the aforementioned barsI then explained that we do not even have a 20% discount button available in our computer(we use a 15% discount at City Tap). I apologized for any confusion and went about my business as I was not bartending that night.
Over the next hour or so my staff pulled me aside to tell me that Ms*** asked both bartenders and the server on shift for a discount in regard to the same line of questioningAt this point she then approached me againI informed her again that we have no "automatic discount" just because of employment at a certain business or municipalityI then gave examples as to why we do not do this, and then explained to her how our loyalty system works.
City Tap discount system works as followsThe Bartenders have access to a 15% off key that may only be used on full price itemsIt may not be used on pre discounted daily specials, food or merchandiseThe only purpose of this discount is so that bar staff at City Tap Cleveland may take care of their best customers who visit them repeatedlyAs not one bartender works seven days a week, it is impossible that every person will get it every time they come inThe discount program is designed to reward loyal customers who visit us at City Tap 4-times a week usually, and is just a small gesture from the bar staff of saying thank you
I also explained to her we also have multiple days with built in discounts for everybody that walks in the doorShe mentioned she comes in on Monday nights often, which is a day where we offer $bottles every Monday, open to closeI tried to explain that was probably the discount she received, and that being it was a weekend night, in prime bar business hours, we do not have any specials on those daysAt this point in the conversation she told me the way we do our discount system was wrong, and "unacceptable for her"She went on to say that she had worked in retail and City Taps system would never work in her experienceI explained to her that we at City Tap are not in the retail business, and this is fairly standard for low level discounts at almost all bars I have worked atI then apologized for not being able to help more, and walked away again as I was needed elsewhere for another issue.
This takes us up to about 1amAt that point she approached the bar manager and I about the discount againHer earlier tab had been closed out, and some gentlemen at the bar had been buying her shots of Makers Mark BourbonAfter she explained who she was again and why she should get a discount, I politely told her "I don't understand the question at this pointI have already explained to you exactly how our discount system worksI am sorry you do not approve of it, but there is not much else I can do about this issue." She then became very upset, and short with me and the staffThe bar manager then told her she doesn't even have a tab because the two men at the bar bought all of her drinks, so she doesn't even need a discountShe became even more upsetShe then proceeded to bother one of our best late night regulars so much I had to intervene and ask her to leave the woman aloneWhich she did not do, then after asking a second time and the woman yelling at her to leave her alone, she finally movedMs*** then moved to another guest and complained about the whole situation again, to the point where it made the guest so uncomfortable I paid for his last round for dealing with the situation.
At this point in the night it was about 2:10am and we had already done last call when I finally saw Ms *** leaveShe stayed the entire night, even though she did nothing but complain about City Tap for the last hour.
I apologize if this was too long, but I have been in the service industry for about years and in management for over 10. This is my first time ever addressing the Revdex.comI did not want to leave any information unclear or unaddressedIf you need any other accounts or information about the night in question, please feel free to contact meI can produce accounts from all staff members and the regular at the bar involved.
Thank you for your time,
*** ***
General Manager
City Tap Cleveland
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Once again, it got to a point where I was defending myself and the fact I wasn't even asking for a discount. I simply was trying to explain that BECAUSE I have received them before because of staff that does remember and I didn't even what percentage the discounts were, even more reason I was not pressed one, but I didn't have to lie about recieving one before. I mentioned the other locations BECAUSE I thought that was why I received discounts on your establishment as well but after you explained how it worked I understood your loyalty program. Even that night you didn't go in depth as you did your response. After I understood I did make a suggestion that maybe you all should use something to differentiate loyalty and non loyalty members. I asked Bartender and the guy with red hair about my discount The guy told me he would let her know I do get one. So that is why I brought You The Manager into the situation because obviously to me there was some sort of mix up. Now once again after you told me I Don't get one, my goal wasn't to try and a discount I was trying to UNDERSTAND why one day or certain staff gives me one and another day with other staff I don't. I was DISREPSEPCTED in your bar and it doesn't matter how many times I ask questions to something I don't understand or how long I stayed I was waiting on a ride and I paid for drinks before and after those men left. What you're not understanding is the second I was defending myself against you and you're bar staff was UNACCEPTABLE. I CRIED in your bar because you all were talking to me as if I was begging for a discount AFTER I PAID for my drinks and got some for free! Even tho that man did Not pay for All of my drinks, even if he did it's not any of your staff's place to make a public announcement about. Your bar manager said "I don't even know why do you want a discount so bad? That man just bought you like 3 drinks" that was DISRESPECTFUL. And if you don't think so then I can't expect a decent apology from you. Or when the bartender told me "just go get a discount from the other places then" for the last time I no longer WANTED a discount. I really liked coming in City Tap but the fact I can't even get a decent apology is sad. I know missing out on my little $20 won't hurt you but you all hurt me. I just never been treated like that.
[redacted] [redacted]
Regards,
[redacted]