So yesterday I visited a local business to get some lunch with my team member after a long, but productive meeting. I wanted to just grab something and go, but was told, “You have to eat the special here to get it.” I replied, ‘That’s fine, we’ll eat here” and proceeded to order “The Special” which for me was 10 lemon pepper wings for $5.00. I asked did “The Special” include French fries, which it did not. I was fine with that…I mean it was only $5, so I ordered a side of fries to go along. My team member also ordered “The Special.” She asked for her wings to be split, half barbeque and half lemon pepper and was told that will be an extra $.69. When we asked for ranch dressing with our wings, we were told, “That’s an extra charge too. It will be another $.69 for any dressing.”
Now, why am I talking about this? Because in my opinion there was nothing “special” about this dining experience! I mean, I thought when you offer “The Special” your customers are supposed to feel like they are getting something “special” like a deal, a unique meal, or a one-of-a-kind preparation. Something “special” would have been to offer 10 wings, fries, and ranch dressing for $5, or even $6, or $7. They said the 10 wings and fries normally run $8.99. What I felt like was that I was being nickeled and dimed. I mean, it’s like flying. Don’t charge me an extra $25 for my bags. Just include it in the price of the ticket!
What took the cake on this experience was at the end when I asked for a to-go box (because I had only eaten 5 of my wings), I was told, “We can’t give out to-go boxes for “The Special.” I was like, “but I have food left over” to which the waiter uncomfortably replied, “I know, but that’s what I was told.”
I asked to see the Manager. What did I do that for???? He was rude, obnoxious, and nasty. He came over to the table with an attitude. “We don’t give out boxes for to-go “Specials” and he told you that when you came in.” I said, “No, he told me I had to dine in, he didn’t tell me I couldn’t take my leftovers with me.” I said, “I purchased 2 of “The Specials” and fries, I can’t get a box? Can I buy one?” He replied, “That defeats the point of it being a dine-in special.” I stated, “Sir, I understand the costs of business. I too own a business. I’m actually having a grand opening this Saturday. I sell clothing, shoes, purses and all sorts of items, and I wouldn’t dare tell my clients, in order to get the extra discount (“The Special”) I am offering they can’t have a bag. They have to just carry the items out in their hands if they want $5 off their $25 purchase. That doesn’t make any sense.” He replied, “I’m not gonna sit here and argue with you, I’ll sell you a box for $.50, but that probably won’t satisfy you either.”
At this point, I’m offended and I reply, “No, it won’t because you’re rude and this is ridiculous. We only do this to us (Yeah, I said it!) and if this restaurant were in Buckhead (an affluent area), you wouldn’t be telling me I couldn’t get a box or had to pay for it” and I walked out. My thought process was #1, “Ooooohhhhh, you better be glad my husband wasn’t with me!” He doesn’t tolerate disrespect and #2, I WILL NEVER GO BACK TO THIS RESTAURANT AGAIN and I WILL TELL EVERYONE I KNOW NOT TO COME HERE TOO! Statistics show 1 bad customer review will cost you 7 additional customers.
****The moral of the story is, I know as small/big business owners we have to keep costs low, but it can’t be to the detriment of providing good service and treating your customers with respect. Don’t be so cheap that you make the experience cheap and lose customers as a result!****
