Many people think customer service is a matter of being nice to all customers. The view typically focuses on the customer at hand over the balance of the customers that frequent the business.
Consider this strange case at a McDonald’s in Spartanburg, So. Car., to handle an irate customer. Lori Shannon Turner claimed she had been shorted a hamburger. The crew member filling the order was positive she had placed two burgers in the bag on the counter and refused to give the customer another. The McDonald’s crew member immediately saw this as a theft issue, not a customer service issue.
Once the police arrived, the officer could see grease marks, according to their report, on Turner’s pants. A female officer was able to quickly retrieve the burger.
It seems Turner made the drop while the crew member turned her back to get Turner’s beverages.
Many would say that in the interest of great customer service Turner should have been given another sandwich. Such an action would have prevented the disturbance at the counter and the need for the police to arrive.
However the quick thinking crew saw this as a safety issue as Turner was showed signs of drunkenness, trumping the customer service factor. By having the police intervene they were able to help Turner more than if they had provided the replacement. In her intoxicated state, Turner presented a risk to herself and others in the area.
Turner has a long police record, including assault, shoplifting, forgery, resisting arrest, petit larceny, two counts of public disorderly conduct and four counts of inhaling aromatic hydrocarbons. She was charged with public disorderly conduct and released from jail on $262 bond.
A manager had a Rochester Hills, Mich., McDonald’s offered no comment but did have a laugh at the story.
©2014 Max Impact, used with permission.
Resources for you:
Employment Diversity in Michigan, a human resources networking group on LinkedIn.
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“Life’s Leadership Lessons”: 53 anecdotal leadership lessons for employee and leadership development.
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