I used to work at a pizza place, I won't specify, but it was one of the Top chains, and I was a manager at the time. I was working the front counter
one night when I over heard a conversation from one of my phone girls she was having with a customer. This gentleman was a regular customer for many
years, but I was only at this store for a short time and had only dealt with him a few times. He was a complete jerk that did nothing but find a
reason to complain every time. One of those, that no matter what the service was, thought he deserved a free order or discount every time so he would
make up reasons. I bought into it the first few times, but I instructed everyone in the store that I was the only one to make the order from now on
anytime he called.
Well, this time he called and made the young lady cry when he ripped into her. I knew that the order he got was immaculate, because I made it and
made sure the delivery driver had no other deliveries to make. An experienced driver, so no excuses right? Well he found one and I was ready for
him. I told the young lady to put him on hold and I got on the phone.
Now, I spend my time doing whatever I can to give customer satisfaction, to the point I have bent over backwards and I still restrained myself from
telling him what I truly felt. My cooks were young men that were good friends with the young lady and were highly agitated by this man making her cry
needlessly. In any case, I told the customer i would redo his order and have it ready for him to pick up. I wanted him to inspect it in front of me
this time and any time in the future he would not get delivery service, to make sure his order's were perfect before he left the store from there on.
He agreed, to come pick it up, I also, asked him to apologize to the young lady for his behavior and agreed to this as well. I then told my cooks to
remake the order, only they would not have to worry about me standing over their shoulder this time, I needed a smoke and went and took a break. They
made the order without my supervision, and I did not want to know what they did, but I know they had revenge on their minds and for the sake of store
morale I looked the other way. To this day, I still feel guilt over this and that was many years ago and many jobs ago. I found out after I left the
company a few weeks later, I was offered a job and took it, what they had actually done, and here goes along with the the completion of the order with
the customer pick up.
First they dropped the dough in the toilet (with both ps & sht in it), then they dropped it on the floor and stepped on on it with their work boots,
then they spit all over it, then they made the pizza, when it came out of the oven they laid it on the floor again and used soiled utensils from the
same toilet to cut it. He, also, had an order of wings that received the same treatment. He showed up, apologized and checked his order, said he was
satisfied and I said I would follow up later with a courtesy call. When I called him back he said it was the best pizza and wings he ever had. The
dough was fresh, it had plenty of toppings the chicken was cooked properly and that he would call corporate and give them a compliment on our service.
It was true, the dough was fresh, there were plenty of toppings and the chicken was cooked right, all things that had been done previously exactly
the same way without the revenge factor.
I guess the moral of the story is, be careful when you complain for the hell of it and make little girls cry, you may get exactly what you deserve.
Take care and thanks for stopping by!
edit on 20-10-2012 by ascension211 because: grammar!