Wings & Ribs – The Epitome of Customer Service

You have to read the whole article to get the true sense of just how stupid this line of thinking is. You really have to wonder what is going through someone’s mind to treat customers this way. Is 50 cents worth of chicken really worth this kind of publicity?

‘I am really sorry sir. I don’t know how to say this but would you mind giving me two of your ribs back?’

I let out a loud laugh and said, ‘Are you kidding me, I’ve already eaten three of them.’

‘I know sir, she replied. But I need to get two of them back. The combo only has six wings and the wings basket has eight.’

‘This is unbelievable, in fact it is hilarious. Can I give you the bones of the ones I have already eaten?’

‘No Sir.’ She said looking down again as her face turned redder from embarrassment. I felt sorry for her and assured her that this was too ridiculous to be mad and I wasn’t upset. Actually, I had a hard time keeping my composure. I wanted to just bust out laughing.

She apologized again and I gave her the ribs as I asked her who actually made the mistake on the order.

‘I did sir, I only wrote down wings. I am so sorry to have to ask for two wings back.’

I gave her two of the uneaten wings and off she went. She returned right away with a ½ rack of ribs. She apologized again. Having experienced a similar incident with French Fries I asked her whose decision it was to ask for the two wings back, the cook or the manager?

Again, very sheepishly she replied, ‘Neither one, it was the owner.

I still laugh every time I think about it. I have to wonder what the owner did with those two wings. Surely he didn’t serve them again to someone else. That would be a health code violation, wouldn’t it? And, if he just threw them away the question becomes —- Was it really worth two wings valued at probably less than one dollar to risk creating such a negative customer experience?

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