You Could Have Chosen Kind
It’s Your Choice that Saves or Loses Customers
I hate getting corrected or scolded. Whether it’s a snarky comment on social media or a pompous sales clerk doesn’t matter — negative comments make me feel small.
Recently, a local restaurant offered us a “Buy One Get One” meal deal for my husband’s birthday. The coupon specified “dine-in only”. It was a great deal, and we wanted to do something to celebrate the occasion, but with all the concern about Covid-19, and the fact that I’m in the “vulnerable” group, we just didn’t feel safe going out to eat. So I wrote an email, explaining the situation, and asking if we could do take-out instead.
The response from the company was wonderful! The person who responded said, of Course, they would make an exception. The gentleman wished my husband a happy birthday and said he hoped they would see us in the restaurant again when “all this is in our rear-view mirror.” He gave instructions on how to redeem the coupon, asking us to call the location and speak to one of three managers, to place our order. He copied the three managers on his reply.
Unbeknownst to me, the person who responded to my email was in a position of authority at the company. Which turned out to be a benefit — because things did Not go so smoothly (or kindly) when we called the restaurant.
When we called to place a take-out order, one of the three managers answered the phone. My husband told him we had a birthday coupon and wanted to place an order for take-out. Before he could explain further, the manager began to protest, saying this wasn’t how they did the coupons. My husband politely interrupted to say we had an email, granting permission to use the coupon for take-out and directing us to speak with a manager to make arrangements.
The manager said they would make an exception because the person who had sent us the email was “the big boss.” He could have just been kind and left it at that. Instead, he added how normally wanting to use the coupon for take-out was a “hard no” (I don’t know why that phrase bothers me so much. Maybe it’s because it’s like saying “hell, no” in a slightly nicer way).
The manager then asked us to forward him a copy of the email — he wanted it Before he would complete our order! My husband told him the date of the email — since the manager had also been sent a copy — but the manager insisted on having us send him a copy. I pulled up the email but my fumbling fingers entered his address incorrectly. Meanwhile, he said, he could start taking our order.
I finally managed to type in the correct address. The manager had asked several times if I had sent it, asking if I spelled his name correctly. I was flustered and frustrated or I probably would have gotten it correct the first time. But I really hadn’t been prepared for a “prove it” response from the manager!
We did get our order placed, and we had a nice meal. But the end result was that we won’t eat there again. Because — we Hate getting scolded! The “big boss” who responded to my email was so nice. But the interaction with the manager at the restaurant left us feeling angry and frustrated. So although the first interaction made us feel like valued customers, the second made us feel “bad” and wrong. Sadly, we will choose another restaurant the next time we eat out.
This is why customer service is key.
The manager Could have handled this differently. He could have asked for a copy of the email in a way that didn’t sound so negative. Starting right from the beginning — once he knew we had an email, he could have said “Great! I’m glad we’re able to make an exception for you.” He could have followed that up with: “I’m not at my desk. Would you mind forwarding me that email so I can attach it to your order?”
And he could have said “happy birthday!” Little things mean a lot.
In every interaction, you have two choices. Save the customer — choose kind.
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Donna Wylie has over a quarter-century of experience in all aspects of customer service, sales, and management. She is currently compiling a series of books on these topics and is available for consultation on a limited basis. You can contact her at chiwowmedia@gmail.com
