NOTE: I RESIDE IN LEXINGTON, NC: This is not about the Food, Service or Ambiance. This is about Customer Service!!! Please read or hear me out, & please feel free to express your feedback. Here goes....
I am a senior. Biscuitville offers a senior coffee for .75 cents small. For a week (Jan 13th-18th) I have gone early in the morning for the coffee. On the 2nd day, I asked if I could get a senior coffee large .75 cents. The employee says, sure, she even went as far to advise all I needed to say moving forward just say you would like a senior coffee large & we will honor it. so throughout that week, it was working. When I would let the employee know what their coworker has said, the staff honor it.
On Jan 19th, I get to the window to order the senior coffee large .75 cents. Apparently, the Operational Manager was standing over the cashiers back. The Operational Manager intervenes and says "you cannot get the large." I explain that I have be coming for the entire week with no problem receiving a large senior @ .7cents. The Operation Mgr, while so busy letting me know her rank, denied my week long consistency of receiving the senior large. I advised her of what had transpired during last week. The Manager again, pronouncing her rank, denies me this consistent service I had been receiving.
I told the Mgr. she was going about this all wrong. I have been in customer service for 20 years working myself up the ranks to Mgr. I am trying to let her know how she was handling this was all wrong! This is my professional experience & how I know this should have been handled. Please read & feel free to respond.
First and far most, if I am telling you that one of the employees advised that all I had to say was " senior large" it would not be a problem, that I would only be charged .75 then why not honor the order? Next step would be to call a meeting advising the staff that moving forward, under no condition should the senior coffee @.75 cents altered to a large. Deal with the staff first!! Secondly, I am the customer. I have provided you with all the facts. What would it have cost to honor my request & even advise this would be the last time ma'am, but we only do a small senior coffee. Now, keep in mind, I've received the senior coffee large, for a week without any questioning once telling them, I was told by a coworker, that all I have to say is Large.
Due to maintenance issues with my Townhouse, I was not able to stay in my resident.
This type of customer service especially from a Manager is unacceptable, in my opinion. She was so caught up in letting me know her position, that she failed to know what TRUE Customer service is. What would it have cost to just give the exception to receive the large senior coffee this last time? This manager literally stood behind the cashier to make sure she did not honor my request. She was fearful & I told her not to worry as I don't want you to lose your job. The cashier replied " I don't want to lose my job." I ended up ordering 2 Senior smalls at $1.50 + tax.
Again, the professional way this should have been handled, is as follows: The Operational Manager(as she continuously kept pulling rank) should have honored the order (customer comes first) & advised professionally, that this would be the last time, and apologize on the behalf of the employee that the info that was provided was incorrect. It's just that simply.
Secondly, what should & probably will, have an updated staff meeting to reiterate that under no circumstances should we make an exception on the Senior small coffee @.75 cents should be waivered. This entire visit was handled unprofessionally, & as an Operational Mgr, she needs retraining herself as to realize the customer comes first especially when the customer provides exactly what transpired. This type of behavior coming from an Operational Manager is/was totally unacceptable for a simple coffee. Apparently, the Mgr was not working during last week. My intentions is to get this out there. I want every social media to know the experience I endured. Starting with TikTok (before the ban goes into effect) with FB being 2nd. Thank you so much for reading & again, feel free to offer feedback, if there is a place to do so! I want every social media to know what transpired!! I mean really, what would have cost the company for honoring my request. It was just coffee. On one hand, Biscuitville wants to be recognized for looking out for seniors regarding coffee, yet on the 2nd hand, has no heart for seniors. read more