How much is a loyal customer worth?
The following is a true story.
A dear friend of mine was having a luncheon at her apartment after a funeral. She ran into a local family owned grocery store to pick up a few items, and to her dismay when she got home realized that she had handed the cashier $100 bill and had forgotten to get her change. (the change was approx $74.00)
She immediately drove back, went to the cashier and told her what happened and the cashier said there was nothing she could do. She ask my friend if she could prove she left without the change? The cashier said if her drawer was over at the end of the day they would call her.
No one called her.
She finally called the store and they told her the drawer was just fine.
I encouraged her to ask for a meeting with the owner and explain the situation and if he didn’t want to return the money that he at least needed to keep his radar up because either the cashier or the person that balances the drawers might be stealing money.
She did meet with him and he said it was her own fault for leaving the store without the money and that this is their policy. She explained that she was upset and that she has been shopping with his store for 40 years. He said, “Sorry”.
She said she was sorry too and told him she will never shop in his store again.
I understand the need for store policy, I understand the owner needs to stand behind his employees and I understand they need to be careful in these hard time of people trying to scam, but was there a better resolution?
What is a 40 year loyal customer worth?
Is it worth sacrificing one customer to uphold policy? Maybe so.
Was there a compromise the store owner could or even should have worked out? Maybe not.
Tell me what you think?
Have a wonder-filled day,
Donna Flanagin
Random me: Spring is my favorite time of year and spring is near !!!!