Larry D, with all due respect, if you are stating that you know a customer won't like something you prepared when they order it well done, aren't you inviting problems by failing to tell the customer that lack of taste is normal for over-cooked food? You know more than the customers, after all....

This type of forewarning is the entire point that Steve's associate was trying to make, and is the reason for contracts -- to keep expectations in line with the reality of the situation.

...tracy