How to deal with a nightmare diner

TL;DR

Hospitality expert Nick Clarke argues that the 'customer is always right' principle is outdated, advocating for a more equal dynamic between staff and guests.
Staff are trained to manage entitled guests by reading their energy, creating physical and verbal space, and responding with a calm demeanor.
Customer behavior has changed, with some guests exhibiting entitlement and seeking to assert status, particularly business-lunchers and groups of men.
Five strategies for handling difficult guests include gaining knowledge, breathing, showing compassion, employing empathy, and knowing personal boundaries.
Issues like non-English speaking servers being asked about their origins, laptop use during mealtimes, dogs in restaurants, and extravagant dietary requests are also discussed.
Restaurants are employing tactics to manage table turnover, such as removing items or politely inquiring about guests' evening plans.

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