Customer Creations: Substitutions and Special Orders

Whether you’re serving tables or slinging drinks, someone always wants to substitute something or make some highly specific special request. So how do you balance accommodating a single customer while not ruining the experience for the rest of your guests? How do special requests impact the kitchen?Do you pretend their substitutions are reasonable or tell them to find a new restaurant?Has a guest ever handed you their phone with their request or recipe written out in detail?Is altering a menu...