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| - Disclaimer: I'm writing about an incident that occurred earlier this year, but was too busy to be bothered with it until this point.
I visited the Lee Road location of the Phoenix Coffee Company, as I have done so many times over the past two decades. After receiving our purchased beverages our group of five - which included myself, two established clients and their significant others - sat down at the middle tables (the only ones that were open) to enjoy ourselves and discuss our business, which consisted of the finalization of plans regarding wardrobe, makeup and accessories for two upcoming boudoir photography shoots that my clients would be participating in. After discussing concepts for the shoots for approximately ten minutes we were approached by an employee who, loudly enough to be heard by numerous other patrons around us, informed our group that our "conversation was disturbing other customers" and that "three separate customers (a)re complaining". I attempted to explain the fact that I am a photographer, and that our group was discussing plans for shoots that will be occurring mid-month. The employee immediately countered with "I don't care" and that he did not "want to make it between (he and I)". Our group was then informed that we could "continue the discussion at home" and told to leave the premises.
I, along with the rest of our group, was speechless. Adjacent patrons had stopped their activities and were staring at us. While attempting to process the conversation that had just taken place, we gathered our things. One of my clients remarked on the fact that people were staring at us, and that it was making her extremely uncomfortable. Our group then quietly left, via the back door, and stood talking for several minutes trying to make sense of the situation that had just occurred. We rehashed the conversation between ourselves and mutually came to the conclusion that offensive material/conversation had neither been displayed nor discussed. Deeply embarrassed, I apologized to my clients and set up an alternate time and place to meet in order to finalize our plans for the shoots, and sent them on their way. After considering the situation for several more minutes, I decided to further discuss the situation with the employee who had instructed us to leave in order to gather additional information.
I presented my case to the employee who, upon hearing the facts of the matter, was deeply and sincerely apologetic. The employee stated that they had been instructed by the manager to ask our group to leave because other customers had voiced their concerns that "our discussion was making (the customers) uncomfortable and that "(the customers) had concerns that (one of the clients) was underage and that I was pressuring her to pose nude". It is worth noting that both clients are in their mid- to late-twenties. Additionally no mention of nudity was ever discussed, and no example photographs, discreetly displayed on my iPad (for the purposes of illustrating lighting techniques, backdrops, poses and settings), contained nudity. He again apologized for the way the situation was handled and I subsequently departed for my following meeting, with a jewelry-maker who supplies accessories for photography shoots, at the Coventry Phoenix location.
While I appreciate the employee apologizing for the manner in which this situation was handled, it brings up a few questions: First, why did the conversation, in which our group was instructed to leave, take place in the middle of the store? Second, why was it conducted in a manner that not only embarrassed us but drew the attention of numerous other patrons? Third, why was our group not permitted to explain what was actually transpiring? Finally, and perhaps most importantly, why did the manager not address the situation themselves, rather than send another employee?
As a small-business owner and someone with over two decades of management experience, I am confused why this situation occurred and how it was ultimately handled. While I understand the importance of keeping customers happy and providing a positive environment for patrons, I am extremely perplexed regarding why additional facts were gathered before such a drastic action was taken.
After emailing concerns to the manager, Sarah Stokes, I was met with a trite and vaguely condescending response extolling how "magical" it would have been to put me face-to-face with the people who complained in order to hash out our differences, that it likely occurred because we were sitting where we were sitting (again, the only available seats) and that I should "call ahead" in the future to reserve a table off to the side. Needless to say, due to this ridiculous incident (and, moreover, management's handling of said incident) they have permanently lost my business.
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