Inside track: The customer is sometimes wrong, says David Moore

You’ve got to admire the lengths some people will go to for a free lunch, says, David Moore

The Innkeepers Act of 1878 came in very handy recently. You’ll be scratching your heads, saying what is Moore talking about now? Well, this particular Act has ridden to my rescue on two occasions in my career and it struck me that the wider industry might be glad to know of its existence.

I was informed of the Act while at Blackpool Catering College back in the day. It is the innkeepers entitlement, and that translates, in modern day hospitality, to having the right of lien; to be entitled to hold on to a customer’s belongings if they fail to pay the contracted bill.

A few weeks ago, we had a very tricky couple dining with us who I suspect had planned to try and duck out of paying the full bill by complaining about the quality of our produce from the start. They were on course seven of the 10-course tasting menu when the gent started to complain about the meal. Please note that they had eaten everything up to this point.

He was particularly nasty and it was good that I was there to deal with him. When the waiter talked with him about our produce, the diner could not articulate what his problem was. He subsequently offered a derisory amount, saying that was what it was worth. This conversation went on for some time and his partner called the police during our exchange. He said he was happy to sit all night if need be and that they would not pay a penny more than his offer.

I then informed him of the Innkeepers Act of 1878, which allows me to hold belongings of a customer in response to non-payment and to sell them as needed without redress to the customer. I removed two coats, two hats and two scarves to the office, though they would not have fetched much. I guess he Googled and saw that this act was a real thing and his enthusiasm for sitting up all night faded.

He attempted to chip at the bill, but I was not in the mood for compromise. He then insisted on possession of the coats before paying; it turned into a Checkpoint Charlie situation, with the coats in close proximity held by a staff member while payment was made. You can imagine his language as he left.

Why do people bother trying this on? I have uncovered some weird attempts to defraud us. There was the table with the joke blood capsule and their claim of biting on glass, but I figured them out and they had to pay; our dine and dash customers featured in the Evening Standard – they did not pay, but he spent time in Pentonville prison. And then there is the woman who comes in twice a year with a dry cleaning ticket saying she had been told to pop in by a staff member to be paid for a spillage from some weeks before, and a Mr Bell, who wrote to Pied à Terre and L’Autre Pied with the same complaint, the same week, asking for dinner for one by way of compensation. How sad must they all be, but perhaps we make it too easy for them. Let’s wise up.

We are about to celebrate International Women’s Day as I am writing this, so I want to sign off with a huge thank you to the incredible women that make Pied à Terre what it is, day in and day out. The curtain goes up eight shifts a week and I have never been more proud of the food and service we offer. All the senior front of house roles are filled by an amazing bunch of women in the industry. Thank you all; I’m blessed to have you working with me.

And finally, our thoughts and prayers at Pied à Terre are with the people of Ukraine.