The purpose of speaking to the owner in a situation like this is not just to 'vent' - it's to alert them to something that needs addressing in their business, so they realize they have an operations issue; and that there's a need to implement a procedure to handle this scenario seamlessly the next time it happens - without inconveniencing, never mind abusing, the customer... cause it WILL happen again, and they need to be ready to handle it. This is not some cookshop on the road that gets a bly cause "ahhh ya know how it go in Jamaica", this is a place that holds itself out as professional, and charges upscale 'first world' prices; therefore staff is behooved to act accordingly and behave professionally.
EXACTLY. The staff could easily have just handled the situation - this way or with the manual machine. There was no call, nor excuse, for them to behave as they did. Staff should never treat a customer the way these ppl did. Never.if credit card systems were to go down I could very easily call my credit card processor and get a manual authorization - problem solved.
If the owner really cares about his business succeeding, he would be acknowledging that he has operations and training issues to address - and extending an apology for the poor behavior of the staff to THIS customer in THIS instance .... not making excuses for why it was OK for his staff to behave as they did. Owner's reply COMPLETELY missed the boat.
Originally Posted by MissBlue
