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Let me begin by saying, this is rather long, but it still pisses me off and I feel a great need to vent!
About 1 year ago we had a situation at the store. It was during the evening and one of my assistant managers was working. Now, the town I live in is not huge, so if you have lived here for awhile everyone knows you. This woman comes in (most people know her) to get an order.
Apparently, she starts her order by asking for a Turkey Club. Well, we don't have a turkey club, we have a turkey sandwich and we have a club sandwich. The employee at the head of the assembly line was trying to get clarification. Woman apparently starts going off and yelling how everyone on the line was laughing at her (this would be four employees working the line and there was also a line of customers to the door). This causes my assistant manager to come running from the register. Woman is going on and on - the person that was at the head of the line goes to the back and my assistant makes all her food for her as the woman is bitching the whole time. She finally gets the woman out of the store and calls me at home.
So basically, woman says the person at the head of line was rude and laughing. Assistant manager apologizes, sends the person to the back, makes lady all her food, calms the lady down GIVES HER $40 worth of food for free and sends her happily on her way. Assistant manager says that no one was laughing, the lady was just mad because she did not know what she was ordering, etc. Cool, fine. I hated the fact that she got $40 worth of free food, but she was happy when she left and I thought my assistant handled it fine.
Moving ahead 3 months-I receive a customer complaint from headquarters. It is this woman complaining about this situation! She was also complaining that a manager did not call her! That she will never ever come back to Subway again. I'm like, what the hell, I didn't know she wanted a call. Who the hell complains 3 months after the fact! My assistant manager handled it and she even got $40 worth of free food and an apology. What the hell else does she want. So I called the number on the complaint and got this woman's husband (she was not home). Her husband and my husband used to work together, so I know him.
He basically said that she holds a grudge for a long time. That he and the kids come into Subway, but she refuses. He was not aware that she had received $40 worth of free food. He told me he would have her call me. I also left a message on her cell phone. She never called me back.
Moving ahead another 3 months. I never did talk to this woman. I know who she is though. I am at one of my children's softball games. I am standing by the concession area. There is a lot of people standing around. I am talking to a regular customer of mine. (Like I said, this town is not huge-everyone knows that I manage Subway). We are talking about Subway, when she comes walking up and gives a thumbs down and says "boo, I hate Subway and will never go back there, that the employee should have been fired". This pisses me off. I mean come on, she is a 45 year old woman. Grow up. So I told her that I thought my assistant handled the situation well. She got $40 worth of free food and an apology, that the employee she had thought was so rude does not even work there anymore. She said she knew he didn't and just walked away.
I was so mad at her I actually saw red, luckily my husband was with me so he calmed me down. There were at least 20 people standing there and heard her say "boo Subway" with both thumbs down.
Cue 3 more months passing. Guess who has started coming into my store again! Of course, I have not been anything but pleasant and professional (after all I like the sales), but boy oh boy, I would love to reach over the counter and give her a thumbs down! I inwardly shake with anger everytime I see her!
Come on Karma! Where are you when I need you.
If you read through all this, thank you. I feel a little better now.
About 1 year ago we had a situation at the store. It was during the evening and one of my assistant managers was working. Now, the town I live in is not huge, so if you have lived here for awhile everyone knows you. This woman comes in (most people know her) to get an order.
Apparently, she starts her order by asking for a Turkey Club. Well, we don't have a turkey club, we have a turkey sandwich and we have a club sandwich. The employee at the head of the assembly line was trying to get clarification. Woman apparently starts going off and yelling how everyone on the line was laughing at her (this would be four employees working the line and there was also a line of customers to the door). This causes my assistant manager to come running from the register. Woman is going on and on - the person that was at the head of the line goes to the back and my assistant makes all her food for her as the woman is bitching the whole time. She finally gets the woman out of the store and calls me at home.
So basically, woman says the person at the head of line was rude and laughing. Assistant manager apologizes, sends the person to the back, makes lady all her food, calms the lady down GIVES HER $40 worth of food for free and sends her happily on her way. Assistant manager says that no one was laughing, the lady was just mad because she did not know what she was ordering, etc. Cool, fine. I hated the fact that she got $40 worth of free food, but she was happy when she left and I thought my assistant handled it fine.
Moving ahead 3 months-I receive a customer complaint from headquarters. It is this woman complaining about this situation! She was also complaining that a manager did not call her! That she will never ever come back to Subway again. I'm like, what the hell, I didn't know she wanted a call. Who the hell complains 3 months after the fact! My assistant manager handled it and she even got $40 worth of free food and an apology. What the hell else does she want. So I called the number on the complaint and got this woman's husband (she was not home). Her husband and my husband used to work together, so I know him.
He basically said that she holds a grudge for a long time. That he and the kids come into Subway, but she refuses. He was not aware that she had received $40 worth of free food. He told me he would have her call me. I also left a message on her cell phone. She never called me back.
Moving ahead another 3 months. I never did talk to this woman. I know who she is though. I am at one of my children's softball games. I am standing by the concession area. There is a lot of people standing around. I am talking to a regular customer of mine. (Like I said, this town is not huge-everyone knows that I manage Subway). We are talking about Subway, when she comes walking up and gives a thumbs down and says "boo, I hate Subway and will never go back there, that the employee should have been fired". This pisses me off. I mean come on, she is a 45 year old woman. Grow up. So I told her that I thought my assistant handled the situation well. She got $40 worth of free food and an apology, that the employee she had thought was so rude does not even work there anymore. She said she knew he didn't and just walked away.
I was so mad at her I actually saw red, luckily my husband was with me so he calmed me down. There were at least 20 people standing there and heard her say "boo Subway" with both thumbs down.
Cue 3 more months passing. Guess who has started coming into my store again! Of course, I have not been anything but pleasant and professional (after all I like the sales), but boy oh boy, I would love to reach over the counter and give her a thumbs down! I inwardly shake with anger everytime I see her!
Come on Karma! Where are you when I need you.
If you read through all this, thank you. I feel a little better now.
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