Mastering Customer Service

by Philip M. Anderson
I was at a Taco Bell recently and something happened to me that I really wanted to share because it was just SO refreshing!  First of all, there are many people that think that fast food restaurants NEVER EVER, EVER get an order correct when going through the drive-thru.  I know there are many times that what you get is not what you ordered.  I must be in the minority because I get what I order almost all of the time.  Most of the time it’s because I simply say, “I’ll take a number ‘x’ with no onions and a Coke.”  It’s only when you start adding “that” or holding “this” that the orders can sometimes get confused.

Well….

…..I did NOT get a burrito that I had ADDED on to the order even though when the lady at the window took my money and handed me my bag she said, “Here’s your ‘such and such’ AND your burrito.  Have a nice day!”  BUT, no burrito.  I didn’t notice until I was on the freeway about a mile away.  I wasn’t about to turn around and go back.  Busy guy, lots of things to do, yada yada.  I thought to myself, “I’ll just stop in there later today and sort it out.”

Later today actually meant a week later.  I decided to walk in to talk with a manager rather than do it through the drive-thru window.  It’s worth noting my expecations were not high since it had been a week since the lost burrito.  As I walked in I was greeted warmly by a man named, Rick, working at the register.

“May I talk with your manager, please?” I asked.
“Is there something I might assist you with?” he replied.

So, I gave it a go with him.  I told him what happened and then, without even blinking an eye, said, “Well, that doesn’t seem right for you to not get what you paid for.”  I gladly accepted his surprising response and proceeded to order lunch, knowing I would also have the lost burrito from the week prior.

That’s when he delivered the knockout punch of customer service by saying, “You know what?  Let me get your lunch today, ok?  You had to come all the way in here to talk about what happened last week and I’d like to pick up your lunch for the inconvenience of you having to do that.”

Wow!  I was so pleasantly surprised by that gesture that I didn’t know how to respond when the gentleman behind me, who had overheard the conversation, stepped up and said, pointing to me, “I’m with him!”

It never ceases to amaze me that more businesses don’t get this.  Look he didn’t have to do this but how much did it cost him?  It is very minimal advertising and it WAS for something they didn’t deliver in the first place.  I know mistakes happen.  Just correct them when you have the opportunity.

Thank you so much for reading and remember, expect the most but give more!

aphilip369@aol.com