There's always this moment in customer service that happens when a customer has an issue with a policy or isn't getting the traction they wanted where they decide that they no longer wish to speak to the person they're talking to. They want their issue escalated, even if their issue is explicitly stated at the time of sale or stems from misuse of the product they're demanding a return for. At this point, they'll start demanding to speak to someone with higher authority who might have the ability to overturn the current policy or service advice. Usually, this will be a manager or assistant manager, whoever happens to be running the shift in that moment. Here, there is a chance for a brilliant moment to occur when the person they're already speaking to is the manager. This delivers you one of the rare gleeful moments you get as a retail manager where you get to declare, "That's me. I am the manager."
Of course, at this point, all bets are off, and the individual will start demanding to speak to a higher power still, such as a regional manager or owner. That's where this bar manager saw his chance to put the entitled parents he was dealing with in their place. See, he was the owner of the bar and him putting the sport coat on and returning to the conversation as "the owner" is something that we wish we had been able to witness with our own eyes.
See another customer's account of events when they witnessed this unfolding at the sports bar they were patronizing. Next, see this chef who shared his brilliant methods for pettily getting back at entitled and demanding customers.
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