I "assume" you have some sort of written contract agreement that covers this? Good PR does not necessarily mean you get reamed by a customer when THEY screw up. If THEY had a strong character they'd pay you anyway.
I'm curious? How does doing document translation cause shoulder pain? I don't see the connection.
CB I usually agree with most you say in this board (aside from US politics) and therefore consider you a very intelligent person. The value of a good customer service action can be huge specially in a business like TGI Friday where people does not go to eat food but to be seen by others in their social sphere. If for some reason it is slipped between the SD elite that there's roaches roaming around TGI Friday's the damage to the brand and even the Plaza Acropolis could be huge.
The fact that a roach is roaming around TGI Friday's is a sign that their hygiene is not being taken care of as it should, the first thing you imagine is their kitchen full of them over their meats and so. If customers are going over there and paying a premium price to consume their products and service they should expect the best in terms of quality hygiene and service, something short of is just unnaceptable and the manager should be held accountable for that. That way they will take extra care that this does not happen again with other customers.
About blaming the OP for taking the opportunity, we all take opportunities every day in our life, when we hire our maid to sub standard wages so she can clean our house twice a day we are taking an opportunity, when we buy something at 50% off in the Internet we are taking an opportunity, when we hire a lawyer so they can find loopholes in the tax laws to abide paying taxes we owe to the government we are taking an opportunity, so I don't see why compensating a good client at an upscale restaurant after they failed to deliver their promised service should be regarded as being dishonest.
Is not good to be so self-righteous and judging people, it could bite us back in our ass when we look at our own past actions.
PS: About the shoulder pain by translating, have you ever had chronic stress typing a long document with a deadline set? I work monitoring a network in front of a computer 12 hours a day and while I'm not doing any physical force at all, some days I leave the NOC with an acute shoulder and neck pain just due to stress. It is not so stressful when you pay others to do the job for you doesn't it??