I recently went to one of my favorite take out restaurants for chicken at lunch time while in the office.
I took it back to the office, it was a 10 minute drive away, and I was ticked when I opened it. The sauce was all water there were perhaps 10 french fries and the chicken was hard as a rock.
I did not have time to go back as I had an afternoon of meetings.
When I was caught up I drove back to the restaurant at around 4:00 and brought in the lunch and my receipt.
I calmly explained the problems and the manager said, "lets get you a fresh lunch." At this point I was not interested in eating lunch and I had to get back for one more meeting before 5:00. I explained that to him and said "how about just a refund?"
This is where he had a chance to shine.
Instead he mumbled something opened the register and gave me my $9.47, and said in a most insincere way "sorry."
I have been in those shoes and I know from experience that this is when you make a life time customer or you lose one. Instead of really trying to empathise with me and my wasted trips to and from the restaurant and having no lunch he simply wanted me to go away so he would not have a problem to look at.
Now he does not have me as a customer anymore, and in the grand scheme of things that is not a big deal, one little disillusioned customer, or is it?
I always tell clients I work with and employers as well, it is a lot easier and a lot less costly to keep a client then it is to keep replacing ones you lose.
What's one bad chicken between friends!
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