You Make the Call - Deli Manager Edition

[Dan Druff]

Situation:

Regular customer who spends about $30-40 per week at your deli (a small chain with a few locations) calls with a complaint.

He just made an $80 takeout order and his large side of fries (meant for several people) was forgotten. You are pretty sure he is telling the truth. A look at his bill shows he paid by credit card and was indeed charged for the forgotten fries. He seems irritated that his party has no side order to eat.

The customer has not complained or asked for anything free in the 2 years he's been coming.

What is the right thing to offer?

[LLL]

Depending on the price of the side of fries I am guessing a $20 credit should be satisfactory.

EDIT: In before poll. Looks like this guy is a terrible business owner.

[Dan Druff]

Oh I got the $4.50 figure because that's what the fries cost.

[TheTemplar]

Give the guy his money back for the fries. Tell him his next Sub or Sandwich is free.

[SpewArtist]

What is the right thing to offer?

Tomatoes on the side obviously.

[OSA]

In Brooklyn, you would get another order of fries and that's it.

However, I went to a shitty bar by my neighborhood with like 8 dudes(that is primarily filled with older guys) and waited for 45 min for my burger. I got a free shot of Irish Whiskey for my wait.

Depends if you are on a first name basis and how well you know the guy on a personal level.

[Crowe Diddly]

The correct answer would be to ask how the customer would like the situation resolved.

Do you want the fries now? Are you nearby? Do you want a credit?

The correct option is the one the customer is satisfied with. Best way to figure that out is to ask.

[OSA]

Oh, If this is a Israeli business you aint getting shit

[jsearles22]

The correct answer would be to ask how the customer would like the situation resolved.

Do you want the fries now? Are you nearby? Do you want a credit?

The correct option is the one the customer is satisfied with. Best way to figure that out is to ask.

Assuming that what the customer wants is a legit expectation. Just knowing Druff and his past, I sincerely feel he put the "refund the entire order" option in there because he thinks that was the appropriate decision. I vehemently disagree. A minor $4.50 mistake does not compute to an $80 credit (or $75.50 technically since the fries arent there anyways). Druff, I presume, will argue that over 2 years the guy has spent approximately $3640 ($35/week for 2 years) and that $80 is a small price to pay to keep this customer. Again, I feel if the store makes a mistake, which they will do, then they should make it right and offer a small concession. 19x the error is too much. I voted for the refund $4.50 and offer a small future item as the appropriate answer.

Also, I LOL'ed at the "meant for several people" comment. Druff puts this in there like it changes anything. It was a $4.50 item, it shouldnt matter to the store if you were going to eat the entire thing or if you had 11 children all eating out of the same dish. A $4.50 item is worth $4.50. Just my $.02

[gut]

Give the guy his money back for the fries. Tell him his next Sub or Sandwich is free.

Although it is also a good idea for the customer to always check the order while picking it up, especially for large orders.

[BUBBLES]

The correct answer would be to ask how the customer would like the situation resolved.

Do you want the fries now? Are you nearby? Do you want a credit?

The correct option is the one the customer is satisfied with. Best way to figure that out is to ask.

Assuming that what the customer wants is a legit expectation. Just knowing Druff and his past, I sincerely feel he put the "refund the entire order" option in there because he thinks that was the appropriate decision. I vehemently disagree. A minor $4.50 mistake does not compute to an $80 credit (or $75.50 technically since the fries arent there anyways). Druff, I presume, will argue that over 2 years the guy has spent approximately $3640 ($35/week for 2 years) and that $80 is a small price to pay to keep this customer. Again, I feel if the store makes a mistake, which they will do, then they should make it right and offer a small concession. 19x the error is too much. I voted for the refund $4.50 and offer a small future item as the appropriate answer.

Also, I LOL'ed at the "meant for several people" comment. Druff puts this in there like it changes anything. It was a $4.50 item, it shouldnt matter to the store if you were going to eat the entire thing or if you had 11 children all eating out of the same dish. A $4.50 item is worth $4.50. Just my $.02

Your opinion dont mean shit. youre a scammer.

[jsearles22]

Assuming that what the customer wants is a legit expectation. Just knowing Druff and his past, I sincerely feel he put the "refund the entire order" option in there because he thinks that was the appropriate decision. I vehemently disagree. A minor $4.50 mistake does not compute to an $80 credit (or $75.50 technically since the fries arent there anyways). Druff, I presume, will argue that over 2 years the guy has spent approximately $3640 ($35/week for 2 years) and that $80 is a small price to pay to keep this customer. Again, I feel if the store makes a mistake, which they will do, then they should make it right and offer a small concession. 19x the error is too much. I voted for the refund $4.50 and offer a small future item as the appropriate answer.

Also, I LOL'ed at the "meant for several people" comment. Druff puts this in there like it changes anything. It was a $4.50 item, it shouldnt matter to the store if you were going to eat the entire thing or if you had 11 children all eating out of the same dish. A $4.50 item is worth $4.50. Just my $.02

Your opinion dont mean shit. youre a scammer.

I know we touched on this the other day, but seriously this shit is fagging up the forums like no other. Please keep your comments regarding me and your opinions thereof in the proper thread.

[BUBBLES]

Do we really need another jsearless is a fat scamming POS thread?
I doubt it, but i will not hijack this thread anymore.

[jsearles22]

Do we really need another jsearless is a fta scamming POS thread?

I didnt say start a new thread, I said keep it in the appropriate thread. There are two you can choose from at least

[Crowe Diddly]

The correct answer would be to ask how the customer would like the situation resolved.

Do you want the fries now? Are you nearby? Do you want a credit?

The correct option is the one the customer is satisfied with. Best way to figure that out is to ask.

Assuming that what the customer wants is a legit expectation.

No, we are quite specifically assuming nothing here. That's the point. You ask the customer, because not everyone will accept the same solution, not everyone has the same expectations, etc. IF the customer has unrealistic expectations, that still something you would like to know about as soon as possible, because you can start dealing with that immediately.

[WillieMcFML]

Your opinion dont mean shit. youre a scammer.

I know we touched on this the other day, but seriously this shit is fagging up the forums like no other. Please keep your comments regarding me and your opinions thereof in the proper thread.

all of a sudden jsearless cares about whether or not faggotry is ruining a thread

[jsearles22]

Assuming that what the customer wants is a legit expectation.

No, we are quite specifically assuming nothing here. That's the point. You ask the customer, because not everyone will accept the same solution, not everyone has the same expectations, etc. IF the customer has unrealistic expectations, that still something you would like to know about as soon as possible, because you can start dealing with that immediately.

I understand what you mean. You arent saying you absolutely give them all what they want, but you need to know regardless. I never would have thought of it that way, but I can appreciate that take. Maybe you were planning on offering them more then they wanted when it might be a really easy going dude that says to just simply refund the $4.50. You can still go above and beyond if you feel like it.

[Bootsy Collins]

There really isn't much info I am working with to make a concrete decision. If as you say have been a frequent and GOOD customer then what I would do is the next time you come into my deli would probably get you a free meal. If you are the type of customer that is more difficult to work with then I would refund the cost of the fries off your next order.

[jsearles22]

There really isn't much info I am working with to make a concrete decision. If as you say have been a frequent and GOOD customer then what I would do is the next time you come into my deli would probably get you a free meal. If you are the type of customer that is more difficult to work with then I would refund the cost of the fries off your next order.

The customer has not complained or asked for anything free in the 2 years he's been coming.

[Bootsy Collins]

The customer has not complained or asked for anything free in the 2 years he's been coming.

Then in that case the meal is on me.