What would make a reasonable person come up with this response at any restaurant, let alone Chick-Fil-A which most of us believe has an above average reputation for customer service?
Here’s how it ended: As I asked if she would trade me for an electronic coupon;
Manager: “I’m sorry sir. There’s nothing I can do.”
Me: “No, there is something you can do, you’re choosing not to.”
Manager: “Have a nice day sir.”
Me: “Thank you.”
Manager: “My pleasure.”
My mind decided to fill in the gaps:
- Maybe she was busy, stressed, and overwhelmed and didn’t want to take the time to get an electronic coupon.
- Maybe it was me. Maybe my tone and body language led her to think, “I’m not giving this jerk anything.”
- Maybe she just got a warning from corporate to not take paper coupons under any circumstance.
At any rate, the end results are:
- The paper coupon still sits on my desk….mainly as a reminder for me to write this blog today. It will go in the shredder this afternoon, as I don’t like bad karma on my desk.
- This story just went out to 1,100 of my contacts via our newsletter, twitter, facebook, and linkedin.
- It’s not about the money. It’s about the feeling.
- As a leader, one of my top phrases to avoid is: “There’s nothing I can do.” It creates the perception of you’re not trying, you don’t care, and you’re just being lazy; all of which may or may not be true, but that’s how it looks. There’s always something you can do, it’s a matter of what you choose to do.