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10月26日 Blacklist #1: Bank St. McDoNew feature! When companies treat you wrong, you don't go back. I've got a list of several companies that I currently boycott, due to poor customer service. I've decided that just keeping it to myself won't do, anymore. So, I've decided to write to the companies to try to extract an apology and also tell you about my experience and my results. So, I'll publish a list of all the companies that have wronged me and write about them, one by one. Interestingly, a lot of these places happen to be Shawarma restaurants. Many Shawarma restaurants are staffed by Lebanese-Canadians. I don't mean to be racist, but being that these people are usually recent immigrants, they may not be fully in tune with our culture and our concepts of customer service... But this seems like no excuse. Arabs are famous for their hospitality... Maybe that's why they left: other arabs didn't like them because they weren't hospitable enough. Anyway, today I'm talking about Bank St. McDonald's... Here is my letter: Dear Manager, I recently went to your restaurant with a friend around midnight. My friend really had to use the WC (Washroom). We found the WC locked and the night-shift cashier informed us that there was a "customers-only" policy. We told her that we would make a purchase and asked if she could unlock the door. She informed us that one of us could make a purchase and the other could use the WC. It didn't have to be the same person. This is something that I expect anyway. However, she refused to open the door until we ordered. There was somebody ahead of us in line. There was absolutely no reason for this. She should have opened the door and let my friend use the WC while I waited in line. I suppose she assumed that if she opened the WC while I was waiting in line, my friend could use the WC and I could leave without buying anything. Of course, I could have. But she should have had more trust in her customers. Subway restaurants usually have a customers-only policy for their WCs, as well. I respect such a policy. I understand that it's a restaurants mandate to serve their customers and not the general public. Usually, in the case of Subway, they don't lock their WCs so I will go straight in and order something after having used the WC. I could leave without ordering something, I suppose. Even if I did, what do they lose? By using the WC, one is not costing the restaurant anything, so a restaurant doesn't lose money if someone uses the WC for free. The point of such a rule is to provide superior customer service by giving customers priority over non-customers. i.e. a customer should not have to wait behind non-customers using the WC. In this case, however, there was no one else waiting for the WC and so it ended up that paying customers weren't getting served, they were in fact being done a disservice by not being trusted and being forced to wait for no reason. The rule backfired since it was not being used to improve customer service, but rather to diminish it. Because of this experience, I have not gone to the Bank Street McDonald's since the incident. I have told all my friends about this incident and your poor customer service and have written about this incident on my blog. I would consider going back to your restaurant if I receive on apology on behalf of the management and see them rectify this problem. You can reach me by e-mail at @@@@@ or by mail: Jonas Graham @@@@@@ @@@@@@ Thank you for your consideration. Sincerely, Jonas "THE STEAMROLLER" Graham, B.A. |
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