While visiting my client today, one of the managers at one of the bowling centers in this chain told me a story about a customer that had literally snapped my head around and had me exclaiming, “No way, no way, no way.”
Here is the story.
A woman and several children come in around 330pm or so on a weekday and ask about a special that starts at 7pm.
The assistant manager very pleasantly told her that leagues will be forming soon and that the particular special she had in mind would not start until 7pm.
She seemed satisfied with that and said she would return. All very pleasant so far, right?
So she and her kids come back promptly at 7pm and she gets a lane, house balls, shoes and is ready to go.
Now here is where it gets good
When the group is finished bowling, it just so happens that the manager was behind the desk and he was preparing to cash the woman out, when she piped up and said…
“Ya know I was here at 330pm and because the special didn’t start until 7pm, I had to take the kids out to eat and that cost me $30 bucks. I THINK YOU SHOULD TAKE THAT OFF MY BOWLING BILL!!”
The manager was totally unprepared for this, but after composing himself, said in a most professional way,
“Madam, I understand how you feel, but it was your choice to take your group out to eat, not mine, so I really can’t take your food costs off of your bowling bill. I hope you understand.”
The woman paid the FULL bill and left. I wonder if she will come back or if the center really wants her and her group back.
What do you think?