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The guy behind the counter plopped on the counter one $10 bill, four $1 bills, and one $0.25 coin (a quarter). I looked at the guy, he looked at me, pointed to the money on the counter and said, "There's your change."
I just looked at him and slid my change off the counter. As I was making my way out of the restaurant I found out that the guy that shortchanged me was the owner for this "fine" dining establishment.
As I was heading home to enjoy my lunch I got to thinking about what happened. As I replayed it in my head I started feeling bothered and a little upset about the whole situation.
It is not the fact that I was shorted $0.03 that bothered me.
What bothered me the most is the business owner saw absolutely NOTHING WRONG with shorting me.
He offered no apology nor explanation as to why he was not giving me exact change. Heck, I could understand running out of pennies but I got nothing.
This really got me thinking:
1. Has he done this before? Yes, as he did to me with such impunity.
2. Is he doing it to others, now? More than likely yes, as he doesn't know me from the next guy.
Then I started to peel back the layers on the situation and asked myself:
3. What else is he short changing his customers on? (food quality, cleanliness (on the surface it looked clean), or something that is not visible to us?)
4. What about his employees, is he short-changing them?
5. Are his employees in on the short-changing of the customers (or stakeholders)?
6. Is this his standard business practice? (affecting internal and external stakeholders)
7. What other "questionable" business practices is he getting away with or being allowed to get away with?
8. Why is he a "cash only" business? That's right this long time business takes cash only and the note on the front door lets everyone know.
I have said it before and I will say it again: This is not the right economy to be playing games with customers. Short-changing a customer $0.03 or $300.00 it does not matter, what matters is that when push comes to shove people will remember when they get short-changed and who did it to them. They will remember, the next time they want what you sell. They won't think twice going someplace else. Personally, I already found their replacement.
Such a shame that this Mom and Pop operation chose to give up quality and service all in the name of whatever the owner is doing.
A word or two of advice: I refer to you to my May 7, 2012 posting "About Mom and Pop Stores (small business) vs. Big Box Stores" and the last paragraph:
"Remember, people are not going to give you their hard earned money just because you are a Mom and Pop operation. You are going to have to take it from them in exchange for a quality product, a quality service, and above all a quality attitude."
Thank you and Good Luck,
Dave Guerra
P.S. I do invite you to join the conversation and tell me what you are thinking.
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