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From this person's reaction, It's hard to get a feel of the actual interaction between the customer and manager/police.
There are plenty of people that hear what they want when they get upset. They stop listening and only react to words instead of actually thinking about what is being said.
Sometimes it doesn't matter what you try to do to appease a customer, they will still be offended and can't believe that they are wrong. That's just the nature of people.
As someone who has spent most of my career in customer service related positions, I've seen so many people that just want to throw a tantrum when they don't get their way. This is the adult version of that, in my opinion.
I don't think they would have tried to appease this customer with a additional food if they didn't care about her concerns.
I worked retail and customer service for years and in restaurants too, and I totally agree that some customers just can't be appeased. There are some people out there that are just butts. But IME, that's not the norm at all and most customers are pretty reasonable if they're treated with respect and they feel heard. And on the flip side, as a customer, I've also encountered plenty of unreasonable and unpleasant people working forward facing jobs.
My take that it probably could have been handled better was based on the owner's account of what happened, and it sounded to me like she was being pretty condescending which aligns with the customer saying she felt the owner was being dismissive. Looking at this from the customer's perspective, she thought the meat was unsafe to eat because it was pink which unless you know about certain types if BBQ or smoked meat is actually a pretty reasonable assumption. By all accounts, she didn't flip out or cause trouble (a clue to me that she could have been worked with). She just wanted her money back or another plate, neither of which it sounds like she received but both are something the owner could have easily provided even if she thought the customer was being stupid and overcautious. This shouldn't be happening frequently enough that she should have to worry about the occasional issue like this affecting her bottom line. Hell, if it were me, I'd have given the customer a new plate with chicken and a piece of pie and a coupon for a free plate of BBQ when she felt ready to try it. And if that wasn't satisfactory to her, then her money back...and still the coupon...and the piece of pie. Problem solved, and a funny story for staff to chuckle over.
As far as the customer calling the police, I'm not condoning it, but it's not that uncommon for some folks to do that as a last resort to resolve disputes, particularly when money is involved (thought of as theft/a crime). People call for even less important stuff than that. Police can prioritize calls.
Calling the police part sounds weird. But the food in the picture looks disgusting to me.
Glad I'm not the only one who thought this. I was actually thinking about going out of my way to stop there next time in town... but seeing pictures of the food (from other reviews as well) and I'm less than impressed.
And, once the story made teh wire services, it was sure to be an international hit.
Idiots are a commonality all around the world, and this woman qualifies.
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