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The other day me and my manager where serving when I had a woman ask me for our cheapest car wash. At our petrol station we have a drive through car wash and a jet wash which you do yourself. As she asked for a car wash I gave her a car wash token and she left.
Guess what happened next?
The woman came back a few minutes later.
Woman: The token I was given isn't working. I wanted a jet wash.
Manager: jet washes are £1, £2 or £3. But I won't be able to refund the car wash.
W: Why? I wanted a jet wash!
M: Because there's nothing wrong with the car wash.
Woman: Where are the prices for the jet wash? It's confusing.
Now for as long as I have been working there we have never had the jet wash prices displayed, but nobody has ever got the two mixed up.
M: The prices aren't displayed.
W: They should be displayed next to the car wash prices, its confusing.
M: I agree that they should but with respect no one else finds it confusing.
She bought a jet wash token and left. About 15 minutes later we got a phone call which the manager answered. I heard my manager explain over the phone that she didn't refund the car wash as she was told not to in that situation when she did her training as that was the policy.
It was the deputy store manager, who was the duty manager that night, who had rang, so the woman had obviously complained about not getting a refund on the car wash. I don't know if she did get one for sure, but seeing my managers face after she had hung up she probably did.
Guess what happened next?
The woman came back a few minutes later.
Woman: The token I was given isn't working. I wanted a jet wash.
Manager: jet washes are £1, £2 or £3. But I won't be able to refund the car wash.
W: Why? I wanted a jet wash!
M: Because there's nothing wrong with the car wash.
Woman: Where are the prices for the jet wash? It's confusing.
Now for as long as I have been working there we have never had the jet wash prices displayed, but nobody has ever got the two mixed up.
M: The prices aren't displayed.
W: They should be displayed next to the car wash prices, its confusing.
M: I agree that they should but with respect no one else finds it confusing.
She bought a jet wash token and left. About 15 minutes later we got a phone call which the manager answered. I heard my manager explain over the phone that she didn't refund the car wash as she was told not to in that situation when she did her training as that was the policy.
It was the deputy store manager, who was the duty manager that night, who had rang, so the woman had obviously complained about not getting a refund on the car wash. I don't know if she did get one for sure, but seeing my managers face after she had hung up she probably did.
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