The Customer is always right.
Except when they're wrong.
It's been really cold up here at night lately, so people have been buying more of our specialty coffees. Which is good, because I actually think we make some money on them, but bad when you get someone who really doesn't know what they want.
To wit:
Two women came in Wednesday night about 9:00pm. It's cold, they want something hot to drink. I'm waiting on them. The first woman dithers for a while then says "I want a medium fat-free sugar-free vanilla latte." I repeat her order back to her because I want to make sure that I heard her correctly and that I understand exactly what she's ordering. She says "Yes, fat-free, sugar-free vanilla latte." So that's what I charge her for and that's what I make. When I hand it to her I say "Here's your latte." She looks me right in the eye and replies "But I wanted a cappuccino ." Really. It was all I could do not to come right back and say "But I read your order back to you and you agreed you had ordered a latte." What I did say was "I'm sorry, I thought you said you wanted a latte. I'll make you a cappuccino." So I did. But I had no idea that 'cappuccino' and 'latte' sounded so much alike! And then people wonder why/how we got their order wrong!
It's been really cold up here at night lately, so people have been buying more of our specialty coffees. Which is good, because I actually think we make some money on them, but bad when you get someone who really doesn't know what they want.
To wit:
Two women came in Wednesday night about 9:00pm. It's cold, they want something hot to drink. I'm waiting on them. The first woman dithers for a while then says "I want a medium fat-free sugar-free vanilla latte." I repeat her order back to her because I want to make sure that I heard her correctly and that I understand exactly what she's ordering. She says "Yes, fat-free, sugar-free vanilla latte." So that's what I charge her for and that's what I make. When I hand it to her I say "Here's your latte." She looks me right in the eye and replies "But I wanted a cappuccino ." Really. It was all I could do not to come right back and say "But I read your order back to you and you agreed you had ordered a latte." What I did say was "I'm sorry, I thought you said you wanted a latte. I'll make you a cappuccino." So I did. But I had no idea that 'cappuccino' and 'latte' sounded so much alike! And then people wonder why/how we got their order wrong!