Luca Italian Restaurant

Dear Sir or Maim, I am writing in response to the letter I received from you about the incident that occurred at my restaurant on February 23,I have also enclosed written statements from the employees that were working that day when the accident happened It was Sunday lunch which is one of our busiest lunches due to a lot of regular customers that eat at our restaurant after churchWe get a lot of big tables and they come all at once when church lets outWe are a small business and I am not only the [redacted] but I have to cook as wellIt is essential to my business that I get food out in a timely manner in order to keep my customers happy so they will return This particular day, in the middle of our lunch rush, one of the servers came to me and told me that she had put a pizza stand on a shelf and accidentally knocked a bottle over on a woman whom was sitting in a booth on the other side of the shelfI asked if she was ok and the server said the customer said that she was ok and that she went to the bathroomThe server also offered a bag of ice, and asked if there was anything else she could get the customerThe customer refused When the customer came out of the bathroom, another server approached her to see if she was okShe responded, " I have a knot on my head and a bruise on my shoulder, but I am ok." She was asked again ifthere was anything we could do for her and asked if she needed an ambulanceShe said, "No I am fine." This conversation was overheard by another individual whom later informed me that they had witnessed it! The customer sat back down briefly and headed to the register where she insisted on speaking with the [redacted] She told the cashier that she was ok, but mad because the [redacted] had not been out to check on her personallyThe cashier then informed her that the [redacted] was cooking and would be out in a minute When I came out of the kitchen, I informed the customer that I was the [redacted] and asked if she was okShe told me that she was fine but that she was angry because I did not come out of the kitchen to check and see if she was okI apologized to her and said that I am the ***, but that I am a cook as well and that I had sent people to check on her and that they had relayed the message to me that she insisted that she was fine and had refused any and every assistance that was offered to herShe then told me that as the [redacted] it was my responsibility to check on her and that was why she was upsetI apologized again and told her that I had made a mistake and offered again to call for medical assistance and asked her if there was anything I could do for herShe repeated again that she was upset because I did not come out of the kitchen and stated that no one offered her anything but that the server that waited on her offered iceI then called the server over that had offered her an ambulance and medical assistance and asked them in front of the customer if they had done so and they responded yesI apologized again and told her that I made a mistake and asked her nicely, "don't you ever make mistakes?" I asked her what would she like for me to do and her daughter then became very aggressive and said I was being disrespectfulThey left the restaurant after thatWhen she called the next day she asked for my name, the cashier not knowing who it was, did not give my name to herShe then called and said she wanted to talk to me about catering a party and when I answered she hang up We have never had anything like this happen before and these bottles have been in this restaurant for years prior to me being the ***It is upsetting and unfortunate that we had to have something like this happen to realize that this could even happen and we have taken measures to assure that it not happen againThe bottles are now secured and [redacted] has been installed so that the bottles cannot be knocked overI have held a safety meeting with all of my employees, and have informed them of the proper way to handle this type of situation in the future As for this customer I apologized numerous times and was desperately trying to find out what I could do for her to make things right but she wouldn't tell me what she would like for me to doShe is asking that I apologize to her and her family and I will gladly do that ifthat is what she wants [redacted] Letter ofapology to [redacted] [redacted] I am writing to apologize for the incident that occurred at our restaurant on March 23, I am truly sorry and regretful for my seemingly unsympathetic actionsI am very concerned for you and the welfare of all of my customersI know that emotions were high at that time and I feel that there was a lack of communicationI was not trying to be disrespectful, but desperately trying to find out what I could do to help youI hope that we can make things right with you and your family and hope that you will returnWe do appreciate and want your businessThis is a private owned family business, I do not have a lot of employees and have to cook myselfI know this is no excuse, but we were very busy that day and I don't think I realized at the time the severity of what was going onWe have never had anything like this happen and I made a mistake by not checking on you myselfI have learned a lot from this unfortunate experience Since the accident, we have taken measures to secure the bottles so they cannot be pushed off ofthe shelfI have held a safety meeting with all ofmy employees, as well as a meeting to go over the proper way to handle this type of situation in the futureI know that I cant undo what has already happened but I hope that you and your family can except my apology for the way everything was handledI hope you will continue to visit our establishment

Dear Sir or Maim,
I am writing in response to the letter I received from you about the incident that occurred
at my restaurant on February 23,2014. I have also enclosed written statements from the employees that were working that day when the accident happened.
It was Sunday...

lunch which is one of our busiest lunches due to a lot of regular customers that eat at our restaurant after church. We get a lot of big tables and they come all at once when church lets out. We are a small business and I am not only the [redacted] but I have to cook as well. It is essential to my business that I get food out in a timely manner in order to keep my customers happy so they will return.
This particular day, in the middle of our lunch rush, one of the servers came to me and told me that she had put a pizza stand on a shelf and accidentally knocked a bottle over on a woman whom was sitting in a booth on the other side of the shelf. I asked if she was ok and the server said the customer said that she was ok and that she went to the bathroom. The server also offered a bag of ice, and asked if there was anything else she could get the customer. The customer refused.
When the customer came out of the bathroom, another server approached her to see if she was ok. She responded, " I have a knot on my head and a bruise on my shoulder, but I am ok." She was asked again ifthere was anything we could do for her and asked if she needed an ambulance. She said, "No I am fine." This conversation was overheard by another individual whom later informed me that they had witnessed it!
The customer sat back down briefly and headed to the register where she insisted on speaking with the [redacted]. She told the cashier that she was ok, but mad because the [redacted] had not been out to check on her personally. The cashier then informed her that the [redacted] was cooking and would be out in a minute.
When I came out of the kitchen, I informed the customer that I was the [redacted] and asked if she was ok. She told me that she was fine but that she was angry because I did not come out of the kitchen to check and see if she was ok. I apologized to her and said that I am the [redacted], but that I am a cook as well and that I had sent people to check on her and that they had relayed the message to me that she insisted that she was fine and had refused any and every assistance that was offered to her. She then told me that as the
[redacted] it was my responsibility to check on her and that was why she was upset. I apologized again and told her that I had made a mistake and offered again to call for medical assistance and asked her if there was anything I could do for her. She repeated again that she was upset because I did not come out of the kitchen and stated that no one offered her anything but that the server that waited on her offered ice. I then called the server over that had offered her an ambulance and medical assistance and asked them in front of the customer if they had done so and they responded yes. I apologized again and told her that I made a mistake and asked her nicely, "don't you ever make mistakes?" I asked her what would she like for me to do and her daughter then became very aggressive and said I was being disrespectful. They left the restaurant after that. When she called the next day she asked for my name, the cashier not knowing who it was, did not give my name to her. She then called and said she wanted to talk to me about catering a party and when I answered she hang up.
We have never had anything like this happen before and these bottles have been in this restaurant for years prior to me being the [redacted]. It is upsetting and unfortunate that we had to have something like this happen to realize that this could even happen and we have taken measures to assure that it not happen again. The bottles are now secured and [redacted] has been installed so that the bottles cannot be knocked over. I have held a safety meeting with all of my employees, and have informed them of the proper way to handle this type of situation in the future.
As for this customer I apologized numerous times and was desperately trying to find out what I could do for her to make things right but she wouldn't tell me what she would like for me to do. She is asking that I apologize to her and her family and I will gladly do that ifthat is what she wants.
[redacted]
[redacted] Letter ofapology to [redacted]
 
[redacted]
 I am writing to apologize for the incident that occurred at our restaurant on March 23, 2014. I am truly sorry and regretful for my seemingly unsympathetic actions. I am very concerned for you and the welfare of all of my customers. I know that emotions were high at that time and I feel that there was a lack of communication. I was not trying to be disrespectful, but desperately trying to find out what I could do to help you. I hope that we can make things right with you and your family and hope that you will return. We do appreciate and want your business. This is a private owned family business, I do not have a lot of employees and have to cook myself. I know this is no excuse, but we were very busy that day and I don't think I realized at the time the severity of what was going on. We have never had anything like this happen and I made a mistake by not checking on you myself. I have learned a lot from this unfortunate experience.
Since the accident, we have taken measures to secure the bottles so they cannot be pushed off ofthe shelf. I have held a safety meeting with all ofmy employees, as well as a meeting to go over the proper way to handle this type of situation in the future. I know that I cant undo what has already happened but I hope that you and your family can except my apology for the way everything was handled. I hope you will continue to visit our establishment.

Review: On 2-23-14 I was eating at [redacted] after church and was about to enjoy my meal when I felt a hard hit on top of my head.One of the servers had shoved a pizza stand on a shelf behind me which knocked over a LARGE, HEAVY bottle of oil which landed right on top of my head and bounced onto my left shoulder.I was stunned and dazed and immediately had a knot on my head and bruising on my shoulder.A server came over and asked me if I needed some ice.Still dazed, I went into the bathroom to be sure I didn't have a cut on my head.I splashed some water on my face and went out of the bathroom.I encountered the same server who again offered ice.I went back to the table and was thinking, "what if this had fallen on my 2 y/o granddaughter's head?"She was right next to me. After another 5 minutes - still kind of dazed - I went up to the cashier and asked for the [redacted].It hit me that the [redacted] had not come out to check on an injured customer and I wanted to be sure that the [redacted] knew and that maybe they would make the effort to remove the heavy bottles so no one else would get hurt.The cashier said no one told her and then told me that the [redacted] was really busy and couldn't talk to me. I very politely insisted on speaking with the [redacted].The [redacted] finally came out to speak with me and said that a server had told him what had happened and that he had told the server to offer ice and ask if I wanted them to call for medical treatment.No server mentioned anything about medical treatment.No server mentioned that he was relaying a message from the [redacted].A server did offer ice twice.I told the [redacted] that I was disturbed that he did not check on an injured customer and further explained that my 2 year granddaughter was next to me and that it could have been her that was hit and I politely suggested that the bottles be moved.He explained that he was very busy and that he told the server to take care of it.We told the [redacted] we were leaving and he said, Fine. Never even got my name.Desired Settlement: I think this business [redacted] needs to apologize to me and my family. He was horrible. I wanted to send a letter to him to explain how I felt but he wouldn't even give me his name when I called this morning.

Business

Response:

Dear Sir or Maim,
I am writing in response to the letter I received from you about the incident that occurred
at my restaurant on February 23,2014. I have also enclosed written statements from the employees that were working that day when the accident happened.
It was Sunday lunch which is one of our busiest lunches due to a lot of regular customers that eat at our restaurant after church. We get a lot of big tables and they come all at once when church lets out. We are a small business and I am not only the [redacted] but I have to cook as well. It is essential to my business that I get food out in a timely manner in order to keep my customers happy so they will return.
This particular day, in the middle of our lunch rush, one of the servers came to me and told me that she had put a pizza stand on a shelf and accidentally knocked a bottle over on a woman whom was sitting in a booth on the other side of the shelf. I asked if she was ok and the server said the customer said that she was ok and that she went to the bathroom. The server also offered a bag of ice, and asked if there was anything else she could get the customer. The customer refused.
When the customer came out of the bathroom, another server approached her to see if she was ok. She responded, " I have a knot on my head and a bruise on my shoulder, but I am ok." She was asked again ifthere was anything we could do for her and asked if she needed an ambulance. She said, "No I am fine." This conversation was overheard by another individual whom later informed me that they had witnessed it!
The customer sat back down briefly and headed to the register where she insisted on speaking with the [redacted]. She told the cashier that she was ok, but mad because the [redacted] had not been out to check on her personally. The cashier then informed her that the [redacted] was cooking and would be out in a minute.
When I came out of the kitchen, I informed the customer that I was the [redacted] and asked if she was ok. She told me that she was fine but that she was angry because I did not come out of the kitchen to check and see if she was ok. I apologized to her and said that I am the [redacted], but that I am a cook as well and that I had sent people to check on her and that they had relayed the message to me that she insisted that she was fine and had refused any and every assistance that was offered to her. She then told me that as the
[redacted] it was my responsibility to check on her and that was why she was upset. I apologized again and told her that I had made a mistake and offered again to call for medical assistance and asked her if there was anything I could do for her. She repeated again that she was upset because I did not come out of the kitchen and stated that no one offered her anything but that the server that waited on her offered ice. I then called the server over that had offered her an ambulance and medical assistance and asked them in front of the customer if they had done so and they responded yes. I apologized again and told her that I made a mistake and asked her nicely, "don't you ever make mistakes?" I asked her what would she like for me to do and her daughter then became very aggressive and said I was being disrespectful. They left the restaurant after that. When she called the next day she asked for my name, the cashier not knowing who it was, did not give my name to her. She then called and said she wanted to talk to me about catering a party and when I answered she hang up.
We have never had anything like this happen before and these bottles have been in this restaurant for years prior to me being the [redacted]. It is upsetting and unfortunate that we had to have something like this happen to realize that this could even happen and we have taken measures to assure that it not happen again. The bottles are now secured and [redacted] has been installed so that the bottles cannot be knocked over. I have held a safety meeting with all of my employees, and have informed them of the proper way to handle this type of situation in the future.
As for this customer I apologized numerous times and was desperately trying to find out what I could do for her to make things right but she wouldn't tell me what she would like for me to do. She is asking that I apologize to her and her family and I will gladly do that ifthat is what she wants.

[redacted] Letter ofapology to [redacted]

I am writing to apologize for the incident that occurred at our restaurant on March 23, 2014. I am truly sorry and regretful for my seemingly unsympathetic actions. I am very concerned for you and the welfare of all of my customers. I know that emotions were high at that time and I feel that there was a lack of communication. I was not trying to be disrespectful, but desperately trying to find out what I could do to help you. I hope that we can make things right with you and your family and hope that you will return. We do appreciate and want your business. This is a private owned family business, I do not have a lot of employees and have to cook myself. I know this is no excuse, but we were very busy that day and I don't think I realized at the time the severity of what was going on. We have never had anything like this happen and I made a mistake by not checking on you myself. I have learned a lot from this unfortunate experience.
Since the accident, we have taken measures to secure the bottles so they cannot be pushed off ofthe shelf. I have held a safety meeting with all ofmy employees, as well as a meeting to go over the proper way to handle this type of situation in the future. I know that I cant undo what has already happened but I hope that you and your family can except my apology for the way everything was handled. I hope you will continue to visit our establishment.