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| - I have over 20 years of customer service experience, most of which has been in escalations and I have dealt with a LOT of upset people. It rarely affects me on a personal level but I have had people be very ugly to me. My experience this morning with this Dunkin Donuts location, particularly the store manager, has me shaken and in tears.
For my work, I travel all around Las Vegas, but most of the time when I visit Dunkin Donuts, it's the location on W. Charleston. When I placed my order "On the Go" this morning and said that I was ready to pick up, it came up with an alert saying that due to my location, it wanted to make sure I really wanted them to start working on it. This was not an alert I have ever seen before, but I just bypassed it. The next screen asked me if I was driving through or walking in, which was when I realized that I had mistakenly placed the order for the location on S. Durango. This wasn't a big deal because I was driving that way anyway, it's just that my coffee would be sitting for 15 minutes or so - not an issue.
When I arrived 20 minutes later, my coffee wasn't ready. I figured someone may have taken it. The staff was rude and didn't seem to understand what was going on. One of the staff members made the coffee but it was obvious to me when she handed it to me that it wasn't made correctly. I asked her what was in it, she told me, and I asked her to please fix it because it wasn't correct. She finally gave it to me correct (but a MESS, with the outside of the cup having a lot of spillage on it), but with no receipt.
Given the fact that I had to wait for an "on the go" order that should have been ready long before my arrival, I wanted to make sure to do the survey but she refused to give me a receipt. Then the store manager came over and all hell broke loose...
The store manager immediately came at me in an aggressive way and started blaming me for ordering from the wrong location. He didn't seem to understand what had happened. Yes, I ordered from the wrong location for my own personal plans, but I came to the correct location to pick it up. It's just that the pick up was delayed, which only should affect me. He looked at me with such disgust in his eyes and talked to me like I was a disobedient and defiant child. His approach was 100% uncalled for and unnecessary. I have had a lot of people talk to me in a very ugly way with my job, but never have I felt the way I did with this man this morning.
This man has absolutely no business working in a customer facing role, let alone as a leader. This situation never had to escalate the way it did. The appropriate response would have been a sincere apology at which time I would have went on my way. Nothing else other than a look of genuine kindness and concern coupled with an apology for the delay and an assuredness that it would be made right, that's all that should have happened. Instead, I was personally attacked and made to feel small and stupid in front of a long line of people. He even brought them in on it as he was printing the receipt, acknowledging that they had to wait and said that it was all my fault that the line was being held up and he doesn't want to have to see me or hear me.
In full disclosure, I used a curse word twice during the interaction. Both times were in response to being lied to when the store manager claimed that he could not provide me with a receipt, which I knew was absolutely not accurate. (He did give a receipt, weird how magically it became an option when I pressed for it).
The actual error in getting the order ready, correctly, in a timely fashion is not the issue here. Mistakes happen. The issue is in how you approach things when a mistake happens and how you treat your customers.
I pray that I never have the misfortune of encountering this man again. I can't adequately explain in a review the way he looked at me, spoke to me, and made me feel. It was all entirely preventable.
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