How do your customers see you

2 responses

Is this something that we or our employees do to customers? This morning I stopped by a fast food restraunt to get a cup of coffee, as I was dragging a little from a late night at the computer screen. I had placed my order, pulled forward to the window to pay

I had remembered that I did not have any quarters with me, last week I risked a campus ticket by parking at a meter without proper change, and didn't want to risk that again. So once the nice lady had given me my total, I had asked her if I could and extra dollar in quarters. She slightly hesitated and poked her head out the window, then responded with:

"We don't do that, we don't give out extra change to people"

This is while she is holding a roll of quarters in her hand. I had 2 thoughs run through my head. The first was that I wasn't just "people" - I was her customer. The second was - what if I had given her a $10 bill, instead of $1 bills, she would have had to have given me change in some form or another. So why was it so difficult for her to give the change back in quarters.

Is this something that we are doing with our customers? We know we already have the sale, and are unable to accomodate their little requests. This request didn't require the employee to go out of her way, or change anything she was doing. I can safely say that I don't think I will be going back for a coffee tomorrow morning.

Mark T C SAID July 19, 02:41 PM (EST)

Here is my opinion: It is something that employees do, and companies allow. Example: What the EMPLOYEE did: There is a great resturaunt in Spokane that hangs over a cliff above one of the most majestic falls in the Pacific NW. I called and asked to reserve a window table overlooking the falls. The employee said no problem, then I reserved a table. Just before we hung up, she rattles off what I can only explain as a statement about window seats being only available on an "arrival" basis. After making the reservation, not before -- she tells me this. So, I ask for an explaination and she read it off again. I hung up. Instead of feeling frustrated at this, I made a different reservation at a different resturaunt and called back to cancel. Not being one to let go of stuff, I went to thier website and sent in a complaint. They should have explained it better BEFORE making the appointment. What the COMPANY did: By the time we got home, the General Manager of the Spokane resturant called my home number, and explained that the employee should have said that when you arrive for your reservation, you will get the next available window table as soon as the previous guests leave, and they can't really control that. This explaination made sense, and wasn't a appended scripted response, which offended me. Long story - the employee should have been trained to say it better (or maybe that is the way the trained them). The company promised me that they would make the change (with training), and they are sending me a gift certificate to the eatery. EXCELLENT -- not just free stuff -- but a company willing to call and make sure you return as a client when they screw up. What it took: A pissy customer like me who would not mind spending 15 minutes to complain effectively. I helped them. Mc******s will never do this, but until you complain to managment, you never know. Espresso is better anyway Josh!!!

http://www.muddtanks.com

Sandi SAID April 24, 10:56 AM (EST)

Of course you should not go back! Instead head over to Mountain espresso, where the customer service is amazing. They are always smiling and take a personal interest in the customers. The other benefit is at a coffee drive through like Mountain espresso, you become a "someone" ...so they take interest in you and will help you out in times of need. Where as a fast food resturant, you are just "people."