Hard to win arguments with customers

I REFER to the report “Employees do not deserve to be shouted at, says McDonald’s in response to icecream furore clip” ( The Star Online, March 17).

I’ve had my fair share of frustrations when dealing with staff taking orders at fast-food restaurants, and I avoid patronising the same outlet again.

The customer in Singapore was upset over being asked to pay before he had finished his order and brushed aside the apology from another worker by rudely asking whether she was the manager. He then demanded to see the manager, all the while displaying uncouth behaviour.

Although he may think greatly of himself, he does not realise that by being easily slighted by others, he lacks confidence. The fact is no one can make him angry if he does not allow it.

The natural response is to react with anger when someone is angry with us. But we should try to dif- fuse the situation instead by laughing it off apologetically regardless of who is right or wrong.

But is the customer always right? No human being is perfect and therefore no one, including customers, can always be right. But if we value the business, we must treat the customer as if he is right even when he is in the wrong.

Also, one can never win an argument with a customer who could react rashly when overcome by emotions. But angry people could be rational again after calming down hours or days later, and would appreciate you for not making them lose face. Some may end up as your most loyal customers.

The staff and manager at McDonald’s were very accommodating to the angry customer. McDonald’s issued a statement that its employees should be treated with respect. But only those who truly respect themselves are capable of respecting others.

For most businesses, around 20% of the customers are not worth keeping. So, companies should not bend backwards to please all of their customers, but they should not offend anyone either.

And there is no need to put up a sign stating, “We reserve the right to refuse service to anyone.” Decades ago, I spotted one of these signs at a fried noodle restaurant in Jalan Ampang.

The aloof owner gave me a flat no and turned away after I ordered an alcoholic drink. That was the only time I was ever refused service anywhere. His small restaurant was usually packed during lunch and he must have assumed I would be occupying a seat just to have a drink.

But I continued to patronise the restaurant by placing an order for noodles before asking for a drink. The Hokkien char was worth the wait.