Customer Service - Is it worth 1.00?

Have you ever been somewhere and overheard a conversation
not because you wanted to but, you couldn't help but overhear?

I think we have all been in this situation many times in life.
we were out eating lunch at a restaurant and the waitress brought the ticket to the
ladies setting at a table behind us as the waitress walks off we hear them discussing
that one of them was charged 1.00 extra for some cheese sauce and they continued
on and on about how they had never had something like this happen before, they couldn't
believe the ticket had the extra 1.00 on there. So as soon as the waitress comes back
by they pull her over and ask why the ticket has 1.00 added on there.

She explains that when you want cheese sauce on this particular item there is an extra
charge, they say there was nothing on the menu stating it or they would not have got the
cheese sauce on her meal. Well, the waitress goes and gets the menu to show the customer
that where she ordered the item that it does indeed state that there is a 1.00 extra charge
for the cheese sauce.

The customer is still disturbed and this 1.00 extra on her tab is totally infuriating her, statements
such as I have never been charged 1.00 for cheese sauce, I will never come back to this place etc.
this ladies' blood was boiling and she was just totally MAD
It was one of those, I can't believe they have repeated the same statement like 50 times. Again....
you could not HELP but Overhear and we were trying to enjoy a nice quiet lunch out. haha

Well it still wasn't enough said, she wanted the manager and then when the manager arrived,
they argued about it more still with no solution to resolve it, all the while
we were thinking and quietly discussing how the store owner was handling this issue.
Personally it was such a small amount that given the benefit of the doubt as a store owner I would have
given the customer her 1.00 off and just alerted her that since she didn't realize this time, even though it
is printed on the menu we would just have ate the cost and just for good customer service appeased the
situation.

But, this owner decided to continue to argue and let the lady know she owes her the 1.00
Just some thoughts for customer service.

Sometimes I know things don't get clearly read etc and we are all human and make mistakes,
but, was it worth the 1.00 on this woman's ticket for them to get all the bad publicity
and bad mouthing that was rolling out of her mouth and was obviously going to be an
event she will repeat over and over again to all of her friends, family etc.

Or would it have just been worth it to just let that 1.00 slide this time as an oops and awareness
for the next time the customer is in the restaurant that she is aware of their additional charge?

Of course, as a business owner and dealing with the public
for many years I would have been going with this option and this could have saved
everyone so much aggravation.

So many times the businesses do not know how to give good customer service and
react to customers that are upset and it really does reflect on the entire business,
it is really worth trying to keep customer's happy no matter how large or
small your business, trying to keep a happy customer will always pay off in the end.

I must say also that I would not have reacted the way the customer was
either but we shoudl always to remember to go through this life with some
kindness and understanding and it will be sweeter on the ride!

Posted by pittser at August 27, 2008 08:09 PM \| TrackBack

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