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My Wife Cut the Cheese, and It Cost Us $10

What we have here is a failure to communicate

Bill Kalmar
Thu, 03/17/2011 - 05:30
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This is one of those stories that defies logic and common sense. It is a story that stretches the lines of poor customer service and transcends into the annals of, “How to Disenfranchise Customers Over a Piece of Cheese.” Additionally, it is one of those episodes where you look around for a hidden camera while you await an appearance from former “Candid Camera” host Allen Funt. Furthermore, it demonstrates a breakdown in communicating to staff concerning new promotions, and an absence of empowering employees so that minor situations don’t have to be escalated to corporate management. In all, it’s an example of a customer service meltdown.

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Here’s our story:

We recently dined at a TGI Friday’s restaurant in Michigan. Our intent was to enjoy one of the tasty burgers and participate in the new $10 coupon promotion.

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Comments

Submitted by CWA on Thu, 03/17/2011 - 10:15

Similar situation

A while back, the cafeteria at work offered a grill special for a cheeseburger. I ordered the special and asked if I could have Swiss cheese.  I was told no, the special was only for American cheese.  This was in spite of the stack of Swiss cheese right in front of me (along with American, provolone, and pepper jack).  I offered to pay extra for the Swiss, but the cook held firm: only American cheese if you wanted the special.  I later took it up with the cafeteria manager, and he covered my next lunch.  That helped, but the cook clearly had not been trained to understand the customer's wants.

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Submitted by Bill Kalmar on Thu, 03/17/2011 - 12:43

In reply to Similar situation by CWA

American vs. Swiss Cheese

What is it with cheese!  Seems if a slice of cheese enters the transaction all lines of communication become broken.  I guess the clerk's function was to maintain rigid serving requirements without considering the expectations of customers.  She either is short-sighted and stubborn herself or works for a manager who possesses those traits and imbues the staff with similar concepts.  I have no patience for people working in a service position who are so entrenced in rules.  She probably would work best as a border guard between Canada and the U.S. where rules are never broken!  That may be her calling - flipping burgers obviously is not her forte!

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Submitted by MichaelJ on Fri, 03/18/2011 - 10:01

In reply to American vs. Swiss Cheese by Bill Kalmar

Hold the pickle, Hold the

Hold the pickle,

Hold the lettuce,

Special orders don't upset us.

We just don't take 'em.

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Submitted by Dave Y on Thu, 03/17/2011 - 10:30

Admit their error?

Yes but Bill did the Guest relations email admit their error?  Or did they pass it off on the server? (which in our world is there error in training)  The email response sounded like trying to distance themselves from the mistake.  Surely the GM of the restaurant should have been empowered to make things right at the time of the event.  For the company to say they will properly instruct the servers when it is the lack of empowerment of all employees seems a bit like passing the buck.  I'm a little surprised you accept it.  But I guess that's the power of a free appetizer card.

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Submitted by William Levinson on Thu, 03/17/2011 - 10:58

Closed loop corrective action

" I will look further into this so that none of our other guests will experience this again." This is the kind of closed loop corrective action that impresses customers and gets them to return after a bad experience--in contrast to the airlines, which keep delivering the same poor quality over and over with no indication of any effort to improve or even (in most cases) an excuse or apology.

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Submitted by voyager1746 on Fri, 03/18/2011 - 12:32

Cut the Cheese or Add the Ice Cream?

Your story reminds me of a recent trip to Applebee's that my mother and I experienced.  After dinner, my mother wanted a hot fudge sundae, but not one of those small cup sundae's they serve; she wanted a regular size sundae.  Our waiter looked at her like she was crazy!  He pointed out all of the other great desserts they have and she very politely told him that she wanted a regular size sundae.  So, he said that he could probably find a way to put three small hot fudge sundae's into one dish, but he didn't think it would be worth it and again encouraged her to get one of their other fabulous desserts.  My mother finally said no thank you, please bring us our bill and he went away.  While he was gone, I noticed that there was a Denny's next door and told my mother that we could probably get a fine sundae from there.  The waiter came back with our bill and said that he had talked to the manager and they would figure some way to ring it up if we really wanted it.  Too little, too late!  My mom and I left and walked right next store to Denny's and had a sundae prepared just the way my mother likes and it was way cheaper too!  And by the way, the staff was so much more friendly too!  Your story reminds me of how little people seem willing to do anymore for their customer's.  Why is it so hard to think just a little outside of the box! 

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