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I'll give you an example of an employee trying to do the right thing, and being scolded for it. We had a customer who returned 7 of the same item, one after another, claiming they did not work properly. Each time, we gave him a brand new replacement. After the 7th one, the manager told him "There has to be something wrong because 7 in a row can't be all bad, so I really can not keep giving you new ones."
The customer left, called the home office, and they immediately called the store manager, told him to call the customer, apologize, give him a new item, and a $25 gift card for his inconvenience. Here, the manager was trying to do the right thing for the company, and he got his ears pinned back over it. He said " In the future, I don't care if they come in and return a hundred of some item, I will never say no again !"
Companies will always take the side of a customer, regardless of how dedicated or right the employee may be. Companies demand total loyalty from the employee, but do not return that favor ever.
Might have been a bad lot or it was used incorrectly. I don't know. That said, that case was not race driven situation, this is. As I said, if it was framed the same way as the reports that caused the manager to be fired because he helped a racist guest, I highly doubt the company would do much other than say "We'll look into it." With the way the U.S. is, there is no reason the company should give into racists period. Putting customer first or not. Hell I know managers that don't believe the customer is always right when it comes to fraud.
The PIAAC results don’t remotely claim that this is because of “political-correctness”; that’s your talking-point.
That's because the PIAAC test measures only a symptom of the US's decline in the quality of education, much like running a fever is only a symptom of a bacterial/viral infection.
IFthis was a case of a customer disliking blacks and being a bigot to the point of not wanting a black to touch a plate with food that the customer would be eating, then the only thing I have to say is . . .
I honestly did not know that people like that still existed in the U.S., and if they do, then I think that they should be encouraged to put themselves in permanent solitary confinement somewhere.
And as far as whether the manager should have been fired if the italicized was indeed the long and short of it -- well, I am not sure -- but I think she should have shown the customer the door. (And then she might have been fired in that case, also.)
If the account of the incident as told is true (and it looks like there's witness corroboration), the manager should have told the customer that dining at their establishment (Olive Garden, in this case) means accepting that any or all of the staff will contribute to that dining experience, and if that was unacceptable to the customer they are free to choose a different dining establishment. Better way to handle it than just kicking the customers out or acquiescing to their irrational demand.
There are all kinds of racists, though. Several different types are regulars in this forum, many right here in this thread, "entertaining" us with their gaslighting and obfuscation of their true beliefs.
But since we are going to speculate on what REALLY happened here...this is my theory.
Lady comes in the day after she is the victim of an armed robbery.
Perpetrators of armed robbery are black and are female.
Lady is traumatized and decides to relieve her trauma by going to her FAVORITE restaurant. Olive Garden.
16 year old African American waitress comes up to table. Lady can't be sure that the waitress isn't one of the people involved in the armed robbery from the previous night.
Lady gets agitated and asks for the manager to get a different waitress who is not black.
However, if a black couple sat down at a table and demanded a black server, would the manger have been fired? Would it have even made the news? I seriously doubt it.
If the account of the incident as told is true (and it looks like there's witness corroboration), the manager should have told the customer that dining at their establishment (Olive Garden, in this case) means accepting that any or all of the staff will contribute to that dining experience, and if that was unacceptable to the customer they are free to choose a different dining establishment. Better way to handle it than just kicking the customers out or acquiescing to their irrational demand.
And others say the manager shouldn't have been fired because he was letting the customer be always right. I personally agree with you but the reality is that the company might have played that card of the manager didn't say the customer is always right. I would hope the company would say thank but doesn't look into due to racism but many companies just look at the negative feedback as being an employee issue not a customer issue.
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