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The Customer Isn't Always Right: Part 1
Tuesday, March 15, 2005
The customer is always right. But for us who work in an industry that deals with customers by the hundreds every single day, we know this isn't always true.

As an example, my uncle, during one of our manager's meeting, drew the letter M on a piece of paper. He asked the person who sat across from him what letter it was. Naturally, to the person sitting across him, the letter M looked like a W. Of course, to my uncle, it was an M. He pointed out that sometimes there are 2 ways at looking at things. Customer service is also the same.

In the restaurant and bar business, we encounter different kinds of customers. With them, we share experiences that are funny, amusing, heartwarming and sometimes appaling and scary. I am starting a new series of entries entitled "The Customer Isn't Always Right" so I could share with you these experiences. Now, let me just clarify that not all entries mean that the customer isn't right. Sometimes, they are right and we could be, well, wrong.

Sorry, Sir, No Slippers Allowed Inside The Establishment

Over the years, our bar and restaurant have turned away a number of customers simply because they were wearing rubber slippers or tsinelas. Here are 2 different scenarios where the guests acted differently from one another.

Customer 1

Receptionist: Sorry po, Sir! Bawal po ang naka- tsinelas sa loob. (I'm sorry, Sir! We do not allow wearing of rubber slippers inside.)
Guest: Sige na, pumayag ka na papasukin kami kahit ngayon lang. (Please, allow us to enter just this once.)
Receptionist: (Smiles sympathetically) Hindi po talaga pwede, Sir! May dress code po kami (pointing to the sign beside him). (We really can't allow it, Sir! We have a dress code.)
Guest: (Gets frustrated and annoyed) Bakit?! Dahil ba mura lang ang tsinelas ko?! (Why? Just because may slippers are cheap?!)
Receptionist: Hindi po ganoon, Sir... (It's not like that, Sir...)
Guest: (Brings out his wallet and pulls out two P500 bills and folds both in half, then in half again. He then proceeds to tuck each bill under his heels) O ayan! Mahal na tsinelas ko! (There! My slippers are now expensive!)

Customer 2

Receptionist: Sorry po, Sir! Bawal po ang naka-tsinelas sa loob. (I'm sorry, Sir! We do not allow wearing of rubber slippers inside.)
Guest: Ganoon ba? (Oh really?)
Receptionist: (Smiles apologetically) Opo. (Yes.)

The guest left and return five minutes later. Only this time, we let him in. Why? He went back to his car and put on his golf shoes!!! (For those who don't know, golf shoes are the kind of shoes that have spikes under them!)

Bad Mannered Customer

Just last Saturday, we didn't let a girl inside because she wanted to bring in with her her pet dog. She fought the receptionist and insisted on seeing the manager. Of course, the manager came out and talked to her. He explained why we couldn't let her pet dog come in. (As if we need to explain this!) She angrily said:

"Bakit ayaw niyo papasukin yung aso ko?! Eh mas malinis pa itong aso ko kaysa sa mga waiters mo eh! (Why wouldn't you let my dog in? My dog is cleaner than your waiters!)

GASP! I know! Such horrendous behavior! No breeding or proper upbringing at all! Tsk, tsk, tsk!

The manager retorted, "Eh di mag- hanap ka ng restaurant na may mas malinis na waiter! (Then go find a restaurant with cleaner waiters!)"

Written by Cat at 2:18 AM |

2 Comments:

At 3:59 PM, Anonymous Anonymous said...

i sometimes wonder how come we filipinos find it hard to follow the rules and regulations given to us...

that is one mean girl you got there. sometimes, people think that if they started shouting to create a scene, the manager or the person-in-charge will step down and admit them. Good thing the manager didn't! :)

 
At 9:53 AM, Blogger dezphaire said...

that's one good smart-ass manager! good thing your bar doesn't condone these things. else it would be very upsetting for the other customers. you know, it's bad contact point management (o ha, IMC!).

i just got quite hung up on the guy with the slippers. what happened to him and his stepped-on money?

 

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The author is 28 years old and loves finding the perfect outfit, chocolate, junkfood,a clear night yet star-filled sky, the combination of bikinis, belly button rings, booze (tequila) and Boracay, family gatherings, surprises, being independent, letting herself go on the dance floor, the lethal combination of short skirts/ shorts and high heels, Poker nights with Delta, Cabinet meetings with the Delta ex-girlfriends, a good book, speeding in a car-less EDSA with the wind in her hair and the latest RnB or house music blasting from Ipod, having a great time with friends, having profound and meaningful conversations, laughter, her shallow sense of humor when drunk, engaging in the battle of wits and charm and having the time of her life!

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