We were having spaghetti for dinner so I went to the store to get all the fixins. My eyes lit up as I approached the front of the store as I noticed a lane with one person in line who only had three or four items. As I deftly pulled in behind him I heard him say,
“I thought those two items were on sale ‘two for one?’”
Cashier: “Yes sir, if you have a Randall’s card they are two for one. Do you have a Randall’s card? (She was referring to the grocer’s loyalty program.)
Customer who now is somewhat heated: “No I don’t, I didn’t see any sign about needing a Randall’s card. I did see a sign that said they were two for one.”
I’ve seen those signs too. The part about being a cardholder to be eligible is in smaller font than the “two for one” part.
The customer asked to see a manager. The cashier called one over who had yet to see his twentieth birthday. He confirmed that you had to have a Randall’s card to get the special. The customer left in a huff.
Now, the complaint was over a pomegranate. What I witnessed here was two employees who mishandled a service recovery. Here’s what I would have done if I had been the cashier and if Randall’s had trained me to put customers first.
Me: “Yes sir, the specials are for our customers that have Randall’s card. I’m sorry for the misunderstanding. Those signs are hard to read. We’ll honor the special for you this time and if you’ll fill out this brief application, you’ll be eligible for these specials in the future.”
In our city, the two grocery chains with the biggest market share are H.E.B. and Wal-Mart. Randall’s is, I think, third. The next time this customer has to go to the grocery store, what are the odds he’ll come back to Randall’s?
All this over a piece of fruit that costs less than a dollar.