Morals and this industry

[Sin]

Just thought of another story from my job at the Brewery...

Had a customer about a year ago that was unhappy with the bottling station he was set up on. Wanted to move. In the spirit of providing good service, I decided to move him to station 2. Then I realized there was already someone booked for Station 2 that was much to my horror, already there in the store & washing their bottles. Now I had to speed up the moving process, so I could get the first station cleaned & the person set up there. I fumbled the ball so to speak, and managed to offend the first guy while trying to get him moved over to the other station quicker. He actually blew up at me in a manner that shocked everybody else in the store, He was much taller & larger than I am, and got in my face, his daughter was pleading with him to please just forget about it (for about 15 min after they were all set up on the 2nd station... he really went off) ...and my boss & coworker were both present & listening (as was the other customer) and regardless, if I had simply done nothing, I still would've been in "the right" as far as my morals went along with everybody else's who was present. I was already earning bonus points in my own book since I have quite a ferocious temper when I feel I am unnecessarily attacked... and I managed to remain quite calm.

Except just letting it go as was, would've been bad business. The guy would've left & never came back. We have records, and so I looked at them. Unfortunately for me this guy has been a customer at that place for over 10 years. It would be (in my books) real bad business to lose a customer like that. So I took 10, went in the back, vented at my coworker for a few minutes, and then against every moral in my personal self, I swallowed my pride, went out to the front & apologized to the customer. (And yes I spent a few min in the back first, thinking of a way in which I could actually manage to apologize which wouldn't go against my morals) A few weeks later the customer himself came back to apologize to me, apparently... (according to the rest of the staff) and he's still a customer there.

[Nickatilynx]

Originally Posted by Sin

Just thought of another story from my job at the Brewery...

Had a customer about a year ago that was unhappy with the bottling station he was set up on. Wanted to move. In the spirit of providing good service, I decided to move him to station 2. Then I realized there was already someone booked for Station 2 that was much to my horror, already there in the store & washing their bottles. Now I had to speed up the moving process, so I could get the first station cleaned & the person set up there. I fumbled the ball so to speak, and managed to offend the first guy while trying to get him moved over to the other station quicker. He actually blew up at me in a manner that shocked everybody else in the store, He was much taller & larger than I am, and got in my face, his daughter was pleading with him to please just forget about it (for about 15 min after they were all set up on the 2nd station... he really went off) ...and my boss & coworker were both present & listening (as was the other customer) and regardless, if I had simply done nothing, I still would've been in "the right" as far as my morals went along with everybody else's who was present. I was already earning bonus points in my own book since I have quite a ferocious temper when I feel I am unnecessarily attacked... and I managed to remain quite calm.

Except just letting it go as was, would've been bad business. The guy would've left & never came back. We have records, and so I looked at them. Unfortunately for me this guy has been a customer at that place for over 10 years. It would be (in my books) real bad business to lose a customer like that. So I took 10, went in the back, vented at my coworker for a few minutes, and then against every moral in my personal self, I swallowed my pride, went out to the front & apologized to the customer. (And yes I spent a few min in the back first, thinking of a way in which I could actually manage to apologize which wouldn't go against my morals) A few weeks later the customer himself came back to apologize to me, apparently... (according to the rest of the staff) and he's still a customer there.

Ok..I read all that ...long as it was....

And I still don't see what you mean .....

[Sin]

Originally Posted by Nickatilynx

Ok..I read all that ...long as it was....

And I still don't see what you mean .....

I get accused of being wordy quite a bit, sorry.

Point is personal morals have very little to do with what is good business or bad business.

In the story there, as morals went, I was entirely in the right. That was confirmed not only by me, my manager, my coworker and the other customer, but by the first customer who blew up, when he came to apologize.

As business went however, my morals didn't matter, it would've been bad business to just say to him "Well what do you want me to do?" (which is -exactly- what the owners have told me a few times that I should say to customers who complain)

[Nickatilynx]

Originally Posted by Sin

In the story there, as morals went, I was entirely in the right. That was confirmed not only by me, my manager, my coworker and the other customer, but by the first customer who blew up, when he came to apologize.

No you weren't...

morals didn't enter into it..interpersonal skills did...

And secondly why the fuck do you need reassurance from a coworker and a boss without the testicular appendages to intercede....

;-)))



You have no idea how much I have learned about you in your last few posts. ;-)))

Like tells at a poker table if you will...

;-))

[Sin]

Originally Posted by Nickatilynx

No you weren't...

morals didn't enter into it..interpersonal skills did...

And secondly why the fuck do you need reassurance from a coworker and a boss without the testicular appendages to intercede....

;-)))



You have no idea how much I have learned about you in your last few posts. ;-)))

Like tells at a poker table if you will...

;-))

????

Exactly, morals didn't enter into it, if they had, there never would've been an apology.

I don't need "reassurance" from bosses or coworkers, all they who had the testicular appendages, didn't have the balls to deal with this man.

And I hope what you've learned about me has been positive... lol

[Nickatilynx]

Originally Posted by Sin

And I hope what you've learned about me has been positive... lol

Why care?

[Sin]

Originally Posted by Nickatilynx

Why care?

Because, I respect you.

[MorganGrayson]

Originally Posted by Sin

I get accused of being wordy quite a bit, sorry.

Point is personal morals have very little to do with what is good business or bad business.

In the story there, as morals went, I was entirely in the right. That was confirmed not only by me, my manager, my coworker and the other customer, but by the first customer who blew up, when he came to apologize.

As business went however, my morals didn't matter, it would've been bad business to just say to him "Well what do you want me to do?" (which is -exactly- what the owners have told me a few times that I should say to customers who complain)

I think I have a somewhat similiar story. My husband was food and beverage director at a country club. One New Year's Eve, in the "way back of history," he had me working the cloakroom so that we could do the "kiss at midnight," our one and only New Year's Eve ritual.

During this evening, a drunken member screamed viciously at my husband for some minutes over something that wasn't his fault. I watched my husband quietly apologize and offer to set whatever it was right. Now, all I can do is plead youth for my part of this, which was a rather hysterical "why didn't you haul off and punch that bastard right in the mouth???" My husband explained that quite frequently professionalism demanded you just suck it up and swallow it. He wasn't at all surprised when the phone rang New Year's Day morning and it was the drunken country club member...calling to apologize.