I work in a local professional financial services business that employees over 20 people. We have over 200 clients. We also have staff from our Melbourne office that come to Rocky frequently as well as professional people we do business with that we take out to lunch & dinner. We know what customer service is all about. We have a knock-off drink every Friday and occasionally we'll have a staff lunch for a birthday etc., not to mention our Xmas party. I drink Peroni Leggera, the "mid-strength" Peroni and have no more than 3 because I have to drive home. Tonight, an 84 year old male in our group shouted me my 3rd beer. I gave him the empty bottle of Leggera to show the bar staff which Peroni to provide. The 84 year old gentleman returned to our table with the full strength Peroni. If I drink this, I'm over 0.05!! This situation has happened before at other venues and the staff have kindly exchanged the heavy for a mid-strength without fuss. I went to the bar to ask if the heavy could be exchanged for a mid-strength explaining there was an error with the order and that if I drink the heavy, I can't drive home. The owner, Benito replied; "once a drink crosses the bar it can't be exchanged" to which I asked what is the margin on this drink? Benito informed me the margin was 70%. I replied; "so, for the sake of generating some goodwill, you're not prepared to write-off what, $6?". This was met with arrogance and with a great deal of reluctance. As the Leggera was opened Benito responded with; "UNBELIEVABLE!!" I've drunk in pubs/bars all over Australia and in other countries on this planet. Without doubt this is the most appalling display of hospitality and customer service I have experienced. At $8 a Peroni us "punters" are already paying above tote odds. After this disgraceful display there's very little chance of the Boathouse receiving any of our custom in the future. For the sake of $5.60, they've just lost potentially thousands. Not very clever...I wonder if this also falls within the realms of responsible service of alcohol??
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