I had acute foot surgery and my spouse and I were quite stressed. We had this gift card for several restaurants that would cover a meal for two easily. We ordered, I asked for an exception to something. We did not receive a call about it. Instead, I politely discussed my issue with management on the phone. I made a request for a similar dish, which was outrageously charged (instead of the original side dish $15 more. The take out person gave that excuse the upcharge two receipts, and food we did not request. Which was loaded with a specific spice I have some issues with. I called management back, I explained the terms of our original agreement, to which he offered ONLY a $20.00 giftcard or an order remake with a refund for the original over charge.
The First thing I asked him, was to place himself precisely in the customer's shoes that day. This customer was cranky, in severe pain, and requesting a small meal for her, to be made in a specific way after a VERY painful surgery which required intubation (throat hurts a lot today, now) And a larger choosier dessert filled course for her stressed and anxious spouse for a fixed priced. When that didn't happen, she was requesting and told she could have a replacement for 2 dollars more than the original cost of the requested item.
Economic Sense says offer a Full cash refund or a Gift Card. I negotiated for a gift card for the previous amount and stated that I would be more than happy to place a phone call to general management if my terms could not be met. (I probably still will given the gentleman's unwillingness to listen and poor management skills, not to request a firing, but to request this go better for a different customer.)
We were given the gift card. Which can be used at any one of the chains owned by the parent company. We won't be back there. The food was pretty good.
In my mind, it is good practice in customer service, restaurant and hospitality service to put the customer first. I was cranky, and mildly apologetic. I won't put the name of the place here, because I imagine other people probably like the food. The Service was just hideous and sometimes the service makes the food.
If you were a manager, what should you do?
The First thing I asked him, was to place himself precisely in the customer's shoes that day. This customer was cranky, in severe pain, and requesting a small meal for her, to be made in a specific way after a VERY painful surgery which required intubation (throat hurts a lot today, now) And a larger choosier dessert filled course for her stressed and anxious spouse for a fixed priced. When that didn't happen, she was requesting and told she could have a replacement for 2 dollars more than the original cost of the requested item.
Economic Sense says offer a Full cash refund or a Gift Card. I negotiated for a gift card for the previous amount and stated that I would be more than happy to place a phone call to general management if my terms could not be met. (I probably still will given the gentleman's unwillingness to listen and poor management skills, not to request a firing, but to request this go better for a different customer.)
We were given the gift card. Which can be used at any one of the chains owned by the parent company. We won't be back there. The food was pretty good.
In my mind, it is good practice in customer service, restaurant and hospitality service to put the customer first. I was cranky, and mildly apologetic. I won't put the name of the place here, because I imagine other people probably like the food. The Service was just hideous and sometimes the service makes the food.
If you were a manager, what should you do?
Comment