We have 50 seats here at my restaurant. On a busy Saturday, like today, we sell about 400 burgers. About a third of the orders are placed as to-go orders. So, you can do the math. Long story short, it's damn busy and it is not an easy task to try and ensure that everyone who wants to dine in gets a place to sit and eat their burger.
So, long ago, for this reason, we put up a sign politely asking people not to grab tables and occupy them until *after* they've placed their food order. We find that, regardless of how busy we are, if people follow this rule, we nearly always have enough room to fit everyone in.
And don't think that because Edzo's is just a counter-service, order-your-food-and-grab-it-yourself-when-we-call-your-name kind of place, that I'm not paying attention to what's going on in the dining room. I am. I monitor everyone. I watch tables in order to make sure that the young mom with three kids gets a place to sit down, or that older woman with a walker doesn't get squeezed out, or to see if the guy in a wheelchair needs some help getting his drink out of the soda machine. To me, this is all part of the idea of providing hospitality to my customers. Serving them great food isn't good enough, if they're not provided with a comfortable environment in which to enjoy eating it.
Usually, I don't have to enforce the "no table-grabbing" rule. Folks either just know about it, or they see the sign, which explains that this is the best way to ensure that everyone has a comfortable place to eat their food, and, since it (hopefully) makes sense, there's usually not a problem.
Today was an extremely busy day, though. And Saturdays are often the day that we get the most new customers (who probably don't know the rules and maybe don't see the sign), and when it's so busy, folks start to stress about finding a table, and sometimes they can get a bit grabby. So it's not uncommon for me to have to go out into the dining room, politely point to the sign, and ask people to not save tables for their group until after they've ordered. When I do this, folks are usually extremely accommodating and even apologetic (which is unnecessary, I assume ignorance rather than malice).
One woman today, however, was simply not able to accept the fact that she shouldn't have grabbed a six-top before her group even ordered. When I asked the person who was holding the table to get up so that two other groups (who already had their food in their hands) could sit down to eat, the woman rushed over and tried to tell me about the many reasons why it was absolutely essential that her group be permitted to make an exception to the rule.
So she did know about the rule. She just decided that she was entitled to disregard it. As soon as I hear that, that's strike one. It's not that she didn't know. She knew, but decided that she was entitled to blow off the rule.
I tried to politely explain to her that these other people were standing with their food in their hands, but nowhere to eat it, and that this is the exact reason why the rule exists; to prevent a situation in which a group of people THAT HAVEN'T EVEN ORDERED YET are occupying a table for 20 minutes while others with food in their hands have nowhere to sit and eat it.
This woman wasn't hearing any of it. She, again, had a mouthful of extenuating circumstances that made her apparently inconsiderate behavior completely necessary. And, besides, she claimed, they were *almost* up to the front of the line.
I didn't have time to continue arguing with her, and the folks with food either found a spot to eat or graciously agreed to take their order to go, so I just shook my head, walked away from Rude Woman, and allowed her to get her way. I did not try to hide my irritation with her. The rest of her group was clearly embarrassed by her behavior as well. But she got what she wanted.
So they ordered, and then they got their food and ate. Comfortably. Unlike some of the other paying customers who got shut out of a comfortable table to sit at because of Rude Woman's selfishness. Ok...not ideal, but, again, folks were very gracious and understanding and I think they kind of got a sense of what was going on.
Later, after the group was done eating, Rude Woman came up to the register to talk to me. Nevermind that she'd already gotten what she wanted. Nevermind that there was a line out the door and I was already juggling twelve tasks at once. Rude Woman wasn't entirely pleased with how the situation played out, so she was determined to put the screws to me.
First of all, she says, it was rude of me to "embarrass her" in front of her group and the other customers. Seriously??? *I* embarrassed you? Because you chose to break a rule and you chose to be inconsiderate to your fellow diners and I had the nerve to actually call you on it? I do not think so, Rude Woman.
"No, ma'am", I said, "if you were embarrassed, it was because of your rude, inconsiderate behavior. Not due to the fact that I pointed it out."
She didn't like that.
Then, she countered, I didn't charge her correctly for their food. "Why was it forty-eight dollars?" she asked.
"I don't know, ma'am", I said, "lemme see your receipt".
"I don't have a receipt, you didn't give it to me."
Ok, then. So I go into the computer, find the name, and reprint her itemized receipt. Handing it to her, I say (irritation again evident), "ok, here's your itemized receipt, so you can go through that item by item and maybe you can find something to complain about."
She didn't like that either. But, at this point, it was pretty clear that she was just pissed about being embarrassed, she believed that her embarrassment was my fault, and she wanted to make me pay for it. I was not about to allow that to happen. Personally, the way I feel about it is that if you're going to be a selfish inconsiderate jerk, then any feelings of embarrassment you might have about being a selfish inconsiderate jerk are your problem, not mine. I left plenty of room at the beginning for her to back out graciously and she chose not to do so.
So she stood there and pored over the receipt for a few minutes. I ignored her and continued working through customers, taking orders, calling tickets and sending food out, trying not to let my irritation with this situation color my interactions with other customers. Her family, clearly embarrassed and uncomfortable, implored her to give it up and just leave, already. Eventually, she did.
If that were the end of it, I wouldn't be hot right now. But it wasn't. So I am.
A few minutes later, the phone rings. The caller ID tells me its a cell phone. I answer, and a very familar-sounding woman's voice asks for a manager. I respond that I'm the manager, and how can I help her.
"No, she says, you're the guy who took my order. I want to speak to an owner or a manager."
I chuckle, because now I know just exactly what this call is.
"Yes, I'm the guy who took your order. I'm also the owner. AND the manager. How can I help you?"
She keeps it up. "So, wait...you're the owner?"
"Yup," I said.
"Is there a manager?"
"Just me," I said. "How can I help you? I have a huge line of people waiting to order right now, so I can't talk on the phone with you for very long".
"......so you're the only manager, then?"
[click]
I just hung up. I explained it twice. I explained that many other people are waiting while you're asking me questions that I've already answered multiple times. Either tell me how I can help you or the phone call is over.
Obviously, she wanted to go above my head to get me in trouble. In my situation, that obviously won't work, but it really pissed me off to think about the fact that this woman was doing this. She was the one who refused to follow our policy about table-grabbing. She got her way. But that wasn't enough for her. She felt embarrassed because I didn't allow her to get her way without pointing out that she was being rude and inconsiderate, so now she was going to try to get the poor counter guy in trouble. The poor counter guy, who was just trying to do his job and ensure that all the customers have a decent chance to have a burger comfortably, is going to, if Rude Woman has any say in it, get written up or maybe even fired for it.
Nice. Really fucking nice. You can't let it go, can you Rude Woman? You got what you wanted, it's all over now, and you're in your car with a stomach full of freshly-ground burgers, hand-cut fries and great shakes, but rather than just be content, you've got to keep pushing it.
So, yeah, I hung up on her. Right in mid-sentence. Click. Bubbye, now!
She called back, of course. Multiple times. But thanks to the wonders of caller id, I could see when it was her and not answer. I let the machine pick it up a few times (after six rings each time--one thing you can damn sure say about Rude Woman, she doesn't give up easily).
I don't have a pithy wrap-up paragraph for this blog post. I'm still hot, although less so now, I suppose, that I've vented this all out. There's no lesson here (except, possibly, don't be an asshole, but don't we all already know that lesson already).
This incident put a real damper on an otherwise great day. We were super-busy, we cranked out tons of great food, and nearly everyone seemed very pleased with their Edzo's experience. So it bums me out that I'm dwelling on this one interaction and letting it get me down. I have very high standards and want every single customer to leave my restaurant super-pleased. Rude Woman didn't, and I suppose that was my fault. I could've done what was necessary to placate her and she would've left super-pleased, but I made a conscious decision not to do so.
Was that the right call? The wrong one? I'm not entirely sure. But it's the one I went with at the moment, and I feel ok about it, even though the incident left a very bad taste in my mouth.
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Hi Mr. Lakin,
First, my husband and son and I LOVE your food. It's really first rate, and we are thankful for the work you and your crew do. Thank you!
We are coming tomorrow for lunch and we were checking out the menu in anticipation when my husband came across your blog entry. We just wanted to say that you are totally right. Clearly, the woman is either a) totally fucking crazy or b) a total fucking bitch.
At the very least, she is one of those dreadful people who think that dining in a restaurant means that everyone who works there is required to kiss her ass. Either way, hats off to you for standing your ground. She should stay home and make her own damned burgers (not nearly as good as yours!). Cheers, Beth and Jorge
Eddie,
You are much, much more patient than I.
If I were in your shoes, I would have never taken her order in the first place. Either she can follow the simple rules that are designed for everyone's comfort, or she can go eat somewhere else.
You made the right call in the end, but if you let a person like her get her way once, it'll only solidify her sense of entitlement and (as you saw) the complaining won't stop.
With hundreds of happy customers thrilled to line up and eat your food every day, I'd give no quarter to the ones that insist on causing trouble.
Best,
Michael
Eddie -
Good on you for trying to give her great customer service even if she wasn't deserving of it, and thank you for trying to keep your eyes on the place to ensure folks get the best experience! My pregnant wife and I came thru on Saturday, the line was out the door but still moved thru reasonably and the place was jam-packed. When some seats opened up we saw students behind us move in and grab them despite not having ordered, and when another came available my wife was a bit "hot" about my asking her not to grab it. We placed our order and a table opened up just in time (as it always has) for us to sit down and await our meal. Delicious as always!
Thanks,
--Toby
Nothing wrong with blowing off a little steam to sympathetic ears. I only disagree with one part of your post: "...I suppose that was my fault. I could've done what was necessary to placate her and she would've left super-pleased..."
It was *not* your fault, and there's nothing you could've done to placate her that wouldn't inconvenience even more customers. It's impossible to please entitled, self-righteous people who relish confrontation. Deep down, I think they don't even want to be pleased.
"Don't let the bastards grind you down." - John Donne
You did the absolute right thing...except I would have asked her to leave when she fought you about moving. The BEST thing I've ever seen at a restaurant is Donnie Medina throw someone out of Blackbird. The customer is NOT always right. The customer is sometimes I total jerk and needs to be taught a lesson.
Hi Eddie,
I worked front of the house for many years and totally appreciate your confused feelings. Since you are not like her, you don't enjoy having to put someone in their place. And, you usually don't have to. But when it's necessary, it still stinks. Be glad you feel the way you do. If you didn't - you'd be like her.
You are the better person. Let it go now.
Barb
Eddie you handled that situation with a rare combination of grace, accommodation and an unwillingness to bend over for a rotten, worthless waste of blood.
Zappa once said there's a difference between kneeling down and bending over. You did neither. Please try to focus on one aspect of this: the chagrined response she had when she realized you are in charge, and her scheme was foiled.
Nicely done. Can't wait to try your place, even more so now.
I think you handled the situation very well - you did let the woman "have what she wanted" in the very beginning with the table incident, but then you made the right decision in drawing the line when it clearly went from just being rude behavior (on her part) to extensive harassment. Three cheers for you!
Perfect work, perfect service on your part.
People who 'need' excessive service should go where they are assured by reservation to get this level of service.
Are you kidding me with that question?
"Was that the right call? The wrong one?"
Come on. No doubt it was the right call.
It's important to remember as a business owner that there are people who you don't need or want in your establishment. Case.in.point.
The customer is NOT always right. And unless shop owners, like yourself, stand up to rude customers, others will continue to think that they can get away with ugly behavior.
So, thank you.
I once went to a customer service seminar where they gave us an 8-1/2 by 11 sheet of paper and a ball point pen. They told us to use the pen to make a random dot, anywhere on the paper. The person leading the seminar said "That dot represents the troublesome customers you encounter. The white space represents the good customers. There are far more good customers than troublesome ones but the troublesome ones stand out in your mind." The trick is to remember the good ones, to keep it in proportion and, when you get someone like that, to exclaim to yourself "What a dot!" and move on. Don't let their negative behaviour rob you of your peace of mind. I'm sure, from what you've said here about your other customers' reactions to her bad behaviour, that most of your customers are fine people, indeed, and grateful for the service you provide.
Oh how I wish I was the one standing there with a tray of food while she sat there. I would have sat right down at her "saved" table. Yeah, you did the right thing. Some people are self righteous, selfish clueless assholes that the rest of us just have to deal with. Hang tough! While all this may have been difficult for you, it reminded me that it's been a while since I've been in :) Be there soon!
I have worked in the food service industry for many, many years. First as a server, then a manager, then an owner. Through all of it, my motto has always been "The customer is always trite." Of course, I don't really feel that way, but when you get the one customer that fits that description, they seem to stay in your head for a lot longer time than they should.
Good for you for not letting her win! You probably lost a customer over the incident. Oh well...damn!
Have you ever heard of Smoque in the city? They have the same policy because of their small space and hoards of customers. One of the owners is usually out front doing crowd control. Everything runs really smoothly that way, and they never back down when someone tries to sneak into a seating situation before they've ordered. Maybe you can hire a sort of "host/hostess" to do the same for you.
I have not had the pleasure of eating at your place yet, but your blog post has intensified my desire to do just that. So, we'll see you soon, but probably not on a Saturday!
Absolutely the right call.
I am a former pizzeria owner. I applaud your restraint with this rude woman. During the course of my ownership of a pizzeria I had run-ins with similarly 'entitled' persons. I was not so restrained. They were escorted out, I stayed to get on with business. It is hard to deal with these 'special' persons, I do feel sorry for their friends and family as they still have their sails in this woman's wind.
WAY TO GO, RUDE LADY!!
Your plan to reign supreme after your awful behaviour has truly backfired. I live in Chicago, and was not familiar with Edzo's until seeing a link to this blog post on facebook. Instant good press for what seems like a great burger joint. We'll be stopping in to try it this weekend!
I've been on your end of it, and I have to agree with everyone who's posted so far: a) you were right, b) you showed REMARKABLE restraint, and c)she was obviously a miserable person.
Eddie,
You totally handled this better than most would have. If it was my restaurant, I might have kicked her ass out the door before she even ordered. Your situation with Rude Woman isn't much different than watching the jag-off in the brand new Audi jump on the shoulder of the Edens during rush hour so he can pass 30 cars while everyone else plugs along. Only you were able to confront your Entitled Person and tell them how it is. What makes some people think they don't have to follow the rules like everybody else? You made the right call. Keep up the good work.
-Ben
You did the right thing. Though I would've tossed her out. But I tend bar, and we're more accustomed to tossing people out. I guarantee you that everyone in the place would have applauded.
Too bad Corey Wootton wasn't there to dine that day, Ed. BOOM.
Just sayin'. ;-)
Peg W.
I think we get mad at ourselves in situations like these beacause we we don't do what we really truly feel like in the moment, but go against ourselves. And that feeling can make the negativity last even after the moment has passed - because it is ourselves we are fighting, by not listening to our gut feeling then and there.
So I agree with Sara B, I think you should made your boundaries clear at the first instance, and politely given her the choice between following the restaurants rules, or leave. Imagine how embarassing for her, to be thrown out of a reastaurant because she was rude and also too stubborn to change her course...!
But then it would have been her bad karma only, and her choice to create a negative experience or not.
So my answer to your question is: no, you are not wrong. I think you also know that yourself deep inside. You did't do anything wrong, other than to let someone who acted badly do so a little longer than necessary, and hence you were also included in her negativity, instead of saying no to her and all her drama at once.
The ideal thing in these situations is to allow ourselves to react - instantly. If we dare to, it feels good, even if the other(s) doesn't react positive to it. But then that's their problem, and their karma.
If you'd said no to her at first, I think you might have been slighly upset for a few seconds - but it wouldn't have bothered you for the rest of the day, or the next. You would have had free thought space to enjoy all the happy and polite customers.
I think it feels bad afterwards when we doubt ourselves, doubt if we did the right thing, if we could have acted differently etc.
Don't doubt yourself - that's what kept you from reacting like you felt like to begin with. Be proud - for setting a boundarie when she called you afterwards (better late than never!), and for all the happy custumers you treat so well, for all the great servie you provide, every day, to so many people who leave your restaurant a little happier whatever challenges their own lifes have;-)
This reminds me of when I worked at mk and a hot and bothered lawyer called and threatened to kill me when he could not get a saturday night 7pm reservation. Of course this was 13 years ago...but I hung up on him and actually feared for my job after!
I agree with most of what you've written but I've also heard of you being a dick to other people so I'm sure there is another side to this story. Both of you were probably in the wrong and have now taken to the internet to tell us how wrong the other was.
I'm frustrated for you, but may I just mention that on the busy Sunday I (a single woman) came in for a burger, and waited my turn in line, I watched as mothers with kids and strollers, with nary a burger in hand, sat down and "reserved" any and all of the 2-tops I was hoping to sit at to eat? I took my burger into my car and ate. Not what I was planning, and not comfortable.
So, I feel for you, but would that *all* table grabbers were stopped.
Get outta Evanston. Too damn close to the north shore...
You were kinder than I would have been - if it had been me, I would have asked her party to leave.
On one hand, the system of "don't take a table until you have your food in hand" is non-standard, so it's asking for confrontations.
On the other hand, this is your joint so I support your prerogative to be idiosyncratic both in your "policies" and how you deal with customers. Too few businesses have any character, and if the owner of a particular establishment is "a dick" to some customers, so be it. That's what gives a place some distinct "flavor". Maybe you'll be a dick to me and I won't come back. Big whup. Better to have more businesses with the owner behind the counter empowered to be him/her self running the place than people stuck with no authority trying to work from a policy manual.
I love how putz-from-Indiana in his one-star Yelp review suggests that folks go to the chain burger place around the corner. For folks like them, yes, they will probably be more comfortable in a chain or corporate restaurant. They were probably already uncomfortable being in the scary, urban environment of downtown Evanston. (coughcough)
Plus, complaining that "blood and grease" came off the burger makes me think that these folks think that burgers come from factories, rather than being ground up animal muscle tissue that's been held over a fire. The problem exists when there ISN'T blood and grease coming off a burger. ("OMG! I've been served actual food! This is terrifying!")
Next time I'm in downtown Evanston around lunch time, I'll be in for a burger. Fell free to act as you see fit - if I'm being an idiot, call me out. Maybe I'll see it your way, maybe I'll be offended. So what?
(Sorry about the annon comment - I'm to lazy to dig up a login for one of the commenting systems I don't use regularly.)
I own one company and work on the side for another and can say this type of behavior is pervasive in our culture. Just stand in line at Whole Foods any day and you can witness it.
Hot Dougs has the same seating policy, and it works perfectly fine. Maybe it's because hot dogs take less time to prepare and eat? I don't know. Never had a problem, and never once seen anyone try to flout it. I think it makes perfect sense.
I agree with the previous poster you shouldn't have taken the order in the first place. The sign needs to be big and clear, and enforced to everyone. Otherwise, it won't work.
"On one hand, the system of "don't take a table until you have your food in hand" is non-standard, so it's asking for confrontations."
It's don't take your table until your food is ordered. And I think that is fairly standard practice at places with lines and limited seating.
This story just makes me want to come in more! I can't stand entitled people.
Hey,
Just wanted to say that I was working/living in Evanston when you first opened and have ALWAYS been very happy with the food and service at Edzo's. I also know exactly how crazy it can get there around lunch time, especially on Saturdays around when the kids are getting back to Northwestern.
You were absolutely in the right to handle the situation as you did. I can't think of any better way to have handled it--it's just a shame that Rude Woman could trudge through her life with such a rotten attitude. You wonder where people get this feeling of entitlement...
Anyway, don't let this one bad apple spoil your day. The bottom line is: you run the best burger joint that I've been to in the Chicago area, you've been wildly successful from the moment you opened, and you're the kind of hard working entrepreneur that makes America great.
Oh goodness, imagine the poor group/family that was still with her while she was calling back.
Like the Seinfeld Soup Nazi! "No soup for you!" You don't follow the rules, you don't eat.
Man, I wouldn't have let her party order or stay in my restaurant for anything. One of the "Anonymous" posters up there said you had been a dick to others...well, they probably had it coming, too. Great job on standing up to the pig-headed wench.
Love so much about this post! Not enough small businesses take a stand against the arrogance of consumers such as Rude Woman. Pride in ownership extends so much further then just saying you are the owner. Knowing you are not for everyone and taking a stand says a lot about you! From one small business owner to another - keep fighting the good fight! Cheers!
I'm in Southern California and I too own a restaurant and we have the same high standards that you do. you absolutely made the right call. people who spend their first day in public acting the way rude woman did need to learn about respect, politeness, courtesy, values, etc., etc so they don't continue acting in that manner. i back you up a 1,000% and if you worked for me and she complained about you to me, I would 86 her and give you a raise. your store is an important part of the quality of life in your community. keep the high standards!!
Michael H
That woman acted like a spoiled bitch. You ABSOLUTELY did the right thing!!!
Absolutely the right thing. That woman should have been tossed out on her ear with a polite "Sorry...you are an idiot and I never want to see you again"
Ed,
Awesome story. As a guy who has not only grown up in Evanston but worked at the Andy's for a year, I'm sure I ran into this same lady.
I'm proud of your response, thank you for standing up for your restaurant, and I'm looking forward to stopping by the next time I'm in Evanston and shaking your hand.
Keep up the great grub.
Awesome....too many people on the north shore have the "I'm entitled" attitude! Good for you. I would have clapped had I been there.
Oops, we took a table before we ordered. Maybe you allowed us to because we had to 1-year-olds with us? However, I would have been mortified had I been confronted, because I always want to be considerate and follow the rules. This lady sounds crazy and a little scary. What in the world did she want once she knew you were the owner/manager?
Some people just suck. Way to let her know she was doing the wrong thing without making it into something that could hurt you or your business. In those situations people always try to drag you down to their level. Way to be the bigger person.
- Cole S.
Eddie,
As a business owner myself I know your struggle but I have learned the hard way that some customers are bad business. Hindsight is always 20/20 but I probably would have been very tempted to have not accepted her party of six after her blatant disregard for human decency.
You have a loyal base and you don't need a rotten apple in your business potentially
spoiling the atmosphere for everyone else.
So in fact you really owed it to your loyal customers to handle it the way you did. Keep up the great work!!!
Dan Miller
It's really hard to be pleasant to rude people sometimes and especially when you are busy busy busy, however I think if you had been apologetic to the woman about her embarrassment in the first and second conversations you wouldn't have had this problem and very unhappy customer.
I could be wrong but as 25 years experienced professional restaurant manager I don't think so.
Best Wishes for a better next time.
I don't live in Chicago although I have visited there on several occasion. Next time I'm there, I will remember the name "Edzo's" and I will make a point of trying to eat there. I will also make sure to tell all my friends who do live there (in case they don't already know about your establishment). I believe that you meant to do the right thing but I agree 100 % with all the people who wrote that perhaps the outcome would have been better if you would have refused service to this particular customer. A good friend of mine whose family has owned the same business for three generations once told me: "Not every customer is worth pleasing. There are some that you just have to "fire". At the time I owned a small retail store and at first I was slightly taken aback with the concept of "firing" a (valuable) customer. Then one day I encountered a situation where I had to stand my ground against an unreasonable customer. I kept my cool and looking my own version of "Rude Woman" in the eyes I said: "Ma'am, I'm sorry but you're fired, I do not wish to have you as a customer". My "rude woman" looked shocked and got red in the face, but she walked out of my store without saying a word as the other patrons applauded. Every system can always be improved. Perhaps this can also be a learning experience. I like the suggestion about having a dedicated employee roaming the floor to help enforce the policy. Perhaps this employee could also perform other tasks such as bussing tables, expediting to-go orders and more importantly, greeting people at the door while politely reminding them of the policy as the enter?, expediting, etc... I suggest you make a new sign that says "Please be considerate of other patrons .... customers who do not agree to abide with our policy will be fired". Then, don't be a dick - just enforce the rules and refuse to serve the offenders. Obviously form the amount of people who like your food, I doubt that doing this would hurt your business. You probably have gained more business from this incident than you would lose from sticking to your guns.
Here's a thought...When someone persists in doing what she did, just stop and ask all the people in line how they feel about her taking a table before she gets her food. Let the other customers tell her off. Then you aren't the bad guy and she will be too embarrassed to continue with her bad behavior. It could work, unless she is just totally obnoxious and clueless!
Eddie: I was amazed at how well your "no table grabbing" system worked. As we stood in line, I was stressed that we wouldn't find a place to sit once we ordered. But we followed the rules and were pleasantly surprised that we had several options once we'd put in our order. Maybe a sign that explains the brilliance of the rule might help e.g. No table grabbing = seated eating for all. The woman in your story played the role of "Rude Woman" in the first act, but changed to the role of "Crazy Woman" in Act 2 and 3.
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I have never been here before(actually just found out about you on your appearance on Food Network's Sandwich King, which I am currently watching) but from what I can see, and your amazing Yelp ratings, I am going to have to find a way to come to your establishment.
I decided to check out your blog cause I am always interested in seeing what the owners are saying about their place. This post I just had to comment on.
You can't please people like her. They feel entitled, selfish, and everyone be damned if they don't get their way. No isn't even in their vocabulary. Honestly, you did the best you could. You tried handling the situation rationally and when she wouldn't stop, you getting irritated with her was perfectly fine, ecpesially since you sounded like you didn't let it impact your business when she was at your restaurant.
Next time, if you get a customer that doesn't follow the rules, just kick them out. I'm sure the customers who can't get a seat won't mind at all. You really don't need people like her impacting your businesses and making other customers mad.