Well, finally got another one today. After a long drought between forumworthy SCs, we got a real "beauty" today. I should begin the tale by saying that my manager is a VERY customer service oriented fellow, I have only seen him occasionally get irritated at customers, and that's after they've left. Today's SC genuinely pissed him off.
When the guy first came in, he was jovial, joking with his friends and our new cashier, while I was taking the orders of the customers behind him. I thought I heard him ask a strange question about how much just a patty cost, then heard our sandwich maker ask if it was a four-patty sandwich and my manager's confirmation. Ok, no big deal.
Afterwards the guy comes up and asks for the manager. I bring my boss over to him, and the guy starts grilling him about how his quadruple cost so much when a patty only costs $.99.
I should note that it does, but the only way we can apply that is by adding a 1/4 oz. patty to a sandwich we've already charged. On their own, the only way you get meat is by ordering a full-on sandwich. This is not a difficult concept to grasp, particularly when you consider we're also adding all the condiments and such on to the sandwich. We would not make a profit if we sold our food on the "every patty costs a dollar" policy.
My manager and the SC got into a genuine YELLING match over this basic economic principle: REVENUE - COST = PROFIT. The guy could not get through his head why sandwiches cost more than the $.99 a patty, shouting that he'd gotten that everywhere else he went. Eventually my manager just got sick of it and refunded the guy the $2.00 he claimed he was owed, but then told him that would NOT be happening again, and if he didn't understand that then he would not be welcome in the store.
After that the guy left in a bit of a huff, and my manager went on a little rant at everyone who spoke English about how that guy wasn't grasping the simple economics of a restaurant. I was just amazed at the guy; it takes a LOT to get my manager worked up, and this SC took a bypass right past logic and into the entitlement whore mindset. Just mind-boggling!
When the guy first came in, he was jovial, joking with his friends and our new cashier, while I was taking the orders of the customers behind him. I thought I heard him ask a strange question about how much just a patty cost, then heard our sandwich maker ask if it was a four-patty sandwich and my manager's confirmation. Ok, no big deal.
Afterwards the guy comes up and asks for the manager. I bring my boss over to him, and the guy starts grilling him about how his quadruple cost so much when a patty only costs $.99.
I should note that it does, but the only way we can apply that is by adding a 1/4 oz. patty to a sandwich we've already charged. On their own, the only way you get meat is by ordering a full-on sandwich. This is not a difficult concept to grasp, particularly when you consider we're also adding all the condiments and such on to the sandwich. We would not make a profit if we sold our food on the "every patty costs a dollar" policy.
My manager and the SC got into a genuine YELLING match over this basic economic principle: REVENUE - COST = PROFIT. The guy could not get through his head why sandwiches cost more than the $.99 a patty, shouting that he'd gotten that everywhere else he went. Eventually my manager just got sick of it and refunded the guy the $2.00 he claimed he was owed, but then told him that would NOT be happening again, and if he didn't understand that then he would not be welcome in the store.
After that the guy left in a bit of a huff, and my manager went on a little rant at everyone who spoke English about how that guy wasn't grasping the simple economics of a restaurant. I was just amazed at the guy; it takes a LOT to get my manager worked up, and this SC took a bypass right past logic and into the entitlement whore mindset. Just mind-boggling!
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