“Customer service is the experience we deliver to our customer. It’s the promise we keep to the customer. It’s how we follow through for the customer. It’s how we make them feel when they do business with us.”
Shep Hyken, Customer Service Expert and New York Times bestselling Author
I love good customer service. Bad customer service leaves a bad taste in my mouth. In 2012, I went to a restaurant to purchase a significant amount of food to feed a group of people. When I returned to the office, I realize that I did not have the receipt to claim the expense so I went back to the restaurant to ask for a receipt and that is when I found myself in an unexpected drama.
The cashier who served me earlier said very harshly “You did not ask for a receipt and I can’t go back.” He moved on to serve someone else and completely ignored me.
“What do you mean you can’t go back? I was just here 15 minutes ago! Why did I have to ask for a receipt… you should have offered one to me!” I started to defend myself.
Another agent attended and me and repeated: “We can’t go back! You cannot have a receipt!”
Then the owner came and glared at me. “How did you pay?” he asked.
“I paid with cash.” I replied.
“We can’t go back – you should have asked for your receipt!” he replied and walked away from me.
The restaurant was getting busier and I was getting more flustered and embarrassed. I needed to get the receipt. I was unprepared for this battle over a receipt. This business has been in operation for over 15 years… and I eat there regularly…surely I am not the first person who came back to get a receipt!
My voice started rising. “I won’t leave here until I get the receipt. I just paid you…Can’t you just write me a receipt?”
All three customer service agents ignored me. I stood there feeling overwhelmingly embarrassed as other customers also looked at me. Eventually the owner of the store said roughly, “Just give her the receipt!!!! He scorned at me, said something under his breath and walked away furiously.”
I got the receipt but by that time I had already decided that would never come back to that restaurant.
Maybe this business does not need business from me to thrive. Regardless, any business which treats customers like this, will lose business.
I went back to work and told my colleagues about my experience and all of them immediately said that they won’t go back to the restaurant either! I told my family and my friends. If anyone took this offense seriously, it could potentially result in a loss of about $3000 a year from those of us eat regularly at that particular place. Was it worth it? For a receipt?
Tune in to how you treat your customers. Repeat business and referrals to your business comes from good customer service and good experiences with products and services. Step up to give the best you have to the person whom you are serving… every single individual matters.