That, however, doesn’t always hold true since customers can take advantage of a situation.
The customer was demanding compensation, or else he would have it out in the media. Our manager apologized and offered to replace his soup at no charge. More importantly, he guaranteed to investigate the incident and update the customer on the findings. The next day, after a thorough investigation, we ended up with only two plausible scenarios. Since the customer was sitting on the terrace outside, either the roach had flown into his bowl or the customer was setting us up.
After days of negotiation and 30 minutes of settling the dispute, we received a call from our competitor asking if we had a customer who complained about finding a cockroach in his food. As it turned out, the same guy had done this to four other establishments in the past week and also demanded compensation. This restaurant told us that they had all refused to cough up money and were working together to file a joint legal case against the individual.
Always investigate incidents and get back to your customers with your findings as they appreciate this and gain a greater respect for your establishment when you take their comments seriously.This is the root of all evil for cashiers. The issue usually arises when members try to use their membership discount along with a voucher, which would result in a double discount or what we call a double dip. Regulations often stipulate that the rebate cannot be used in conjunction with any other offers.
“How dare you! It is corked. What is your name? I know the owner of this establishment. I will speak to them and also speak to all my friends to never come back here. You are a disgrace to the industry and I am your regular customer and this is how you treat me in front of my clients?” Always investigate incidents and get back to your customers with your findings as they appreciate this and gain a greater respect for your establishment when you take their comments seriously.