Customer is always right right? We are drilled by those above us to go the extra step but where exactly do you draw the line and who dictates the limits? I'm a bit of a fork in the road here. In the past, I've made is pretty public about how I hate where I work and yes, I'm still there if only because no one seems to want to hire me. Before opening full swing, chefs from headoffice introduced a semi-new system to keep track of waste, portion control methods, and daily production. Most of our recipes are pretty much written in stone with little or no deviation because they're products of a franchise that we have no control over. Customer comes in today (I'm covering as we're short 3 bodies) ordering a poutine, I'm no connisseur but I know how to make one and I know the recipe given so I know they don't match. She wants a larger portion of cheese and gravy without paying because what I gave her wasn't poutine and she refuses to pay extra. I apologized sincerely with and explanation only to get the "your not f**king sorry" response in front of 3 others to which she fills out complaint report which is now stuck to my record and I get the shaft for not giving her what she wants. So in terms of customer service and portion management, which would win out? Do I give in and have to do the same with the rest of the people in line or was I right in standing my ground firm on policy? Because the way I see it, I would have gotten in "dog poop" regardless of which ever road in the fork I went.