I have to share this good experience I had at McDonald’s today because I doubt anything like it will ever happen again.
I ordered an Egg McMuffin value meal with a large Coke. As the girl was getting my food, I started digging around in my pocket for money. My face went white. Where the hell did that ten dollars go? DAMN! All I had was a dollar and some change. The total was $2.79. The Coke was already on my tray and the girl had just sat my has brown down when I explained the situation to her and offered to purchase just the Coke since it was already poured and I had enough money for it. She starts to make the neccessary changes on the register, when the manager who had been standing there the whole time spoke up.
“You can have the meal. It’s our treat. We just want to keep your business.”
WOW! My mind reeled. Never in my wildest dreams had I thought something like this would happen. I worked at McD’s as a teen and I couldn’t fathom something like this happening at the store I worked at.
I thanked the man profusely, put my dollar back in my pocket, and sat down to eat. That ruled! I think I’m going to forget my money more often!
Anyone else have any stories of kindhearted businessmen?
For Christmas last year, I got a really nice, really expensive amethyst and diamond ring. It came from a well know store, and was accompanied by a warranty. Somewhere down the road, the amethyst got a very big chip in it. So, naturally, I brought it back. The woman told me that the warranty only covered precious gems (diamonds, emeralds, rubies) and amethyst was only semi-precious. I was almost crying. At the same time, I was so mad I wanted to punch the woman. Still, I nodded my head and turned to leave.
Then this other woman says, “Ma’am?” so I turn to talk to her. She asks to see the ring to look at the damage and asks me how it happened. I reply that I really have no idea. She then turns to the woman I’d first talked to, asked her if she knew which ring mine was to which the woman replied she knew exactly where in the store to find it. She went over, got me a new ring, and I walked out. I was ecstatic. The woman who agreed to replace my ring said that, although they don’t normally do that, they appreciated my business and wanted to see me come back. Damn right I’m going to.
One morning my daughter and myself had went through the drive thru of Whataburger for breakfast. I made our order which came to about $6 and then drove up to the window to pay. When I came to the window I realized I had no cash on me, just my ATM card (which they let you pay with). So I give my card to the cashier and she tells me sorry our machine is not working right now for the ATM cards I would need to pay in cash. I tell her I am sorry but I will have to cancel the order because I have no cash on me. She then calls the manager over and tells him what is going on. He leans out the window handing me our order and tells me not to worry about it that it was on him and to enjoy our breakfast. I was so impressed with the manager for doing that when he didn’t have to. I still go there and the manager is stil there and is as nice and helpful as ever. It’s nice to know that there are business’s that practice great customer service.
I have a fast food one too. I was nineteen and had recently joined the army. I was married, and had just my son. We were pretty poor because, well, because I was in the army! Anyway, we had also just changed duty stations and the move had taxed our resources to the max. Under the circumstances, going “out” (Burger King, LOL!) to eat was a treat. We ordered and the food came out about the same time I was paying. Lo and behold, the money was gone! I don’t know where it went, but it wasn’t in my wallet. I explained what happened and said I would go get the money while my wife and son ate. The manager said forget about it, it was on him. I protested, weakly probably, since I was hungry and tired, but he insisted. When we were near done, the manager came back over to our table carrying a tray with whatever kind of pastries they had at the time. I couldn’t believe it! It really brought tears to my eyes.
When I was working at Starbucks we used to do this supprisingly often. The mantra was that the customer was worth more to us than the $4 coffee they were unable to buy due to whatever circumstances. It was a lot of fun to see the grin on peoples face when you told them they could have their order for free.
Each person working there probably did it at least once a shift (either for missing money, or something wrong with the drink – which got you a new drink PLUS a coupon for a free one!).
I have an exactly opposite event to report.
I took a date to a pizza place here in Chicago which will remain nameless (a little local place) and when the check came I thought I saw a discrepancy. I asked for to see the menu again, and sure enough they had overcharged for an item (ever notice how they always overcharge rather than undercharge?).
When the Host came to my table, he said it was a computer error, and that the price on the menu was wrong, and that prices were subject to change without notice. Without notice? Between the time I ordered and they brought the bill?
The host said he could ask his Uncle Guido if they could adjust the bill, and I told the guy that it was not enough money to raise a fuss over, but I was pretty pissed off.
Never before has that happened to me, where a restaurant would commit an error and not do anything to satisfy the customer. Needless to say, I’m not going back there ever again, and I’m going to make a point of badmouthing them every chance I get.
But not in writing where they could use it to bring suit against me! LOL!
Nearly every day I buy a fountain soft drink at the same little convenience store near work. They don’t know my name, but they recognize me. They have a cheaper price for refills, so I try to remember to bring my cup back in. I don’t always manage that, however. But the owner ALWAYS tells the guys at the cash register to charge me refill price, no matter what. Even during Art Fair, when they tend to jack up the prices of everything? They ring me up at regular prices. God I love these guys. Okay, it’s really small $$-wise, but it makes me loyal.
2nd Law: If you’re “going to make a point of badmouthing them every chance [you] get,” it doesn’t help if you describe them as a “pizza place here in Chicago which will remain nameless.”
It was when I first moved to Brooklyn. I stopped at the corner grocery/deli (there’s one on every corner in Brooklyn), brought some stuff up to the cashier (milk, probably Ramon noodles, don’t remember exactly what) which totalled about 5 bucks and change. I openned up my wallot and noticed I had not a cent on me. “Oh crap, I forgot to hit the machine” I said. Right as I was offering to put the stuff back, The guy stopped me, in a heavy and very friendly latin american accent, “No no, you can take the food, pay me when you get a chance. Because you gotta trust the people, you know what I’m sayin? you gotta trust people and they trust you. That’s right, take it, and pay when you can.” He talks a lot. But I really felt like I had witnessed the essence of Brooklyn. You would never see that in a million years on Long Island (where I lived previously). It was also the essence of the good side of human beings as well, but it really felt so Brooklyn at the time. I’m not saying that Brooklyn is a Mecca of peace and good will towards all things great and small, but there is a strong sense of community there that I really felt that day.
There’s a retirement place about a block from the office that has a cafeteria. Their everyday “meat+3” is just $3.95. Its a good meal at a good price, so I usually eat there at least twice a week. It’s always fresh and almost always made from scratch.
A couple of months ago, Helen served beef stroganoff that was some of the best I’ve ever had. She let me know the following week that she was going to serve it again on Friday.
Anyway, no matter how much salt or pepper I added, I just couldn’t get it to taste right.
I go in the next Tuesday and Helen tells me that she had served me “a plate of crap that wasn’t worth eating” and lunch was on her. Talk about building customer loyalty.
I used to work for Dunkin’ Donuts, and we’d give people free stuff quite a bit. Sometimes because of an error, but more often than not, it was just because we felt like it. It really does keep the customers coming back.
When you work with people long enough, you begin to be able to tell the difference between the customers who’ve honestly forgotten their money or whatever, and the ones who’re just trying to scam. You do a little courtesy for the honest folks, and those people keep coming back. Then they tell their friends how nice you are, and their friends come in.
I know it sounds like a big ol’ marketing ploy. But it’s not, really. Most people are genuinely nice, and really do want to help.
I went to Barnes and Noble to use a gift certificate. I got two books…then I went to their cafe to get a coffee. I must have left the books on the floor because when I got to my car, I didn’t have them. I was so upset!
I went back to the store and told the cashier. I looked for them but couldn’t find them.
So, I just shrugged my shoulders and decided to buy them again. I went to the same cashier. He asked me “Are those the books?” I said yes.
So, he put them in a bad and surrepticiously handed them to me without ringing them up.
Anyway, we had also just changed duty stations and the move had taxed our resources to the max. Under the circumstances, going “out” (Burger King, LOL!) to eat was a treat. We ordered and the food came out about the same time I was paying. Lo and behold, the money was gone! I don’t know where it went, but it wasn’t in my wallet. I explained what happened and said I would go get the money while my wife and son ate. The manager said forget about it, it was on him. I protested, weakly probably, since I was hungry and tired, but he insisted. When we were near done, the manager came back over to our table carrying a tray with whatever kind of pastries they had at the time. I couldn’t believe it! It really brought tears to my eyes.