"SO WHAT IF I DON'T CARE ABOUT THE CUSTOMER?" -Manager, Owner's Son of John's Donuts
If you would like to hear about my encounter with the manager (not just an employee, but the OWNER'S SON) of the Johns Donuts shop, then here it is. I called to place an order for 5 dozen doughnuts 10 hours prior to having them picked up for business function. Apparently, there was a new rule set in place stating that large orders be called at least a day beforehand - of which I was unaware. So instead of kindly informing me like any decent professional would, the owner's son yelled at me over the phone saying that "I told you all a million damn times you need to call in at least a day before placing an order that large!" (Mind you, I placed the exact same order within a similar time frame a month prior with little to no problems - Thank God, I didn't have a run in with the owner then). When I informed the owner of my prior experience ordering from them, they simply said that that doesn't matter and then yelled "If you wanted to place such a large freaking order, you should have known!" After being chastised on the phone for over a minute, I informed the owner that i didn't appreciate his tone and that this was not good customer service and would like an apology. He told me "If I made you feel bad about you mistake, I guess I'm sorry." I told him that this was not adequate enough as an apology and hung up the phone for fear of saying something I may regret.
3 minutes later after calming down, I recalled the shop and asked to speak to the manager after informing him that this was the same person who called prior. Believe it or not, I was actually calm at the time. IT WAS THEN WHEN I WAS INFORMED THAT THIS BEHEMONTH WAS THE OWNER'S SON! From there, I told him about how I felt disrespected as a customer and that I nor my employer would be returning to their company for business. At this point, I recall this exact exchange:
ME: "The first rule of business is 'The Customer is always right.' Any Business 101 class will tell you that. Did you ever even learn that?"
OWNER'S SON/MANAGER: "You are just wasting my time right now. So what if I don't care about the customer? If you're still mad, go on Yelp."
So instead of merely being polite and informing a loyal customer about a changed policy from the start, the manager/owner's son opted to yell at me, swear at me, refuse to apologize (or apologize backhandly - I personally think that is much worse tbh), ignore the fact that he disrespected a customer and then state an implicit company policy that the customer's needs are only met once you submit to the will of John's Donuts. You think I'm kidding? HE LITERALLY SAID "SO WHAT IF I DON'T CARE ABOUT THE CUSTOMER?" No amount of sugar, carbs and fats is worth being disrespected and invalidated as a consumer and as a human being.
Not only did John's Donuts lose one extremely loyal customer, but they also revealed that they don't actually care about the rest. This may be one account but the ideology of this company entails that it will happen to you before you know it. My word of advice is to instead check out the following shops with not only great products but also wonderful, thoughtful service...
Vincent Van Doughnut: http://vincentvandoughnut.com/
Strange Donuts: http://strangedonuts.com/ read more