So I had an absolutely horrible experience today with a couple employees at a local gas station, Kwik Shop, here in Valley Center, KS.
I drove up to the pump, inserted my plus card (-2 cents per gallon), and then my debit card. The prompt read, “Please See Cashier.” I stroll on inside to tell them what had happened, and they just told me to give them my drivers license, which would authorize me to pump gas. So I did. I went outside, pumped the ~$25.00 gas purchase, and things started to spiral downhill from there.
I went inside to the clerk taking my debit card, talking to another employee, and then promptly letting me know that the systems were down. No cash, no checks, no nothing, but my debit card in hand. I was curious to know where this would lead. If this had happened at McDonald’s, they would wave the transaction and then notify their next customer that the systems were down. If this had happened at another fast food place here in town, they would likely just write your information down to be processed later. If this had happened at Starbucks, I would have had my drinks waved, and likely would have had a free drink ticket. There were many positive actions that could have been taken…
Now, wonder for a minute, if you will, why a company would want to do all that. Why spark a confrontation in your store, with other customers, and ruining your relationship with that customer? Why kill that customers experience, which will lead to the loss of, not only their business, but the business of their friends and family (or anybody else listening in)? Oh, and don’t forget the internet, because I am now blogging this prime example of bad business practices all to educate any readers that MIGHT not be thinking about the customer. The customer should always be #1.
This is how my experience ended…
The clerk asked if I had a check to pay with. Which I didn’t, because I handed her a debit card…
This clerk shows me the ATM and told me that I could withdrawal the money from an ATM, submitting to a $1.50 service fee… Which would be crazy. WHY would I pay MORE for gas because of their problem?
The clerk then told me that she would allow me to leave, pending that I gave her my drivers license, to go get money from an ATM a mile away at my bank. So, I should walk to go get this money? Without that license, that looks like what I’d be doing… Not a very promising idea.
The clerk then told me that she couldn’t do anything and that she has no control over the systems. I nodded my head and said, “Look, I work with computers all day and everyday. I understand the problems with the system. What I am concerned about is that you don’t seem to be thinking about how this is ruining my experience.”
LUCKILY, My girlfriend ended up driving up to the gas station right then. Or else my ass would have been walking to the bank to get money for the gas.
So we drove over to the bank to get the money, and I came back to pay.
I had absolutely no problem paying for the gas. The problem that I did have was that their system went down, and they went through this YESTERDAY (of the 2 employees, 1 had worked yesterday). So they should have known that if a customer was at the pump, trying to use their card, and was told to see the cashier, their systems were messed up. But, they didn’t. And the fact that they told me to use an ATM with a service charge, or wanting to take my drivers license so I could walk to the bank, is ludicrous.
So, case in point: I’m done with that company. Not only have they served me for 5 years, they’ve served my family for much longer. Goodbye to that business, we’re going to another company. Considering how much money that we will not be spending there anymore, I hope they find that $25 worth it.
This is a prime example of why you should take care of your customer. If something happens to your company, it isn’t YOUR fault, it is your companies fault. Treat your customer to the best of your ability, and then YOU bring the issue up with your company. Don’t pawn it off on the customer, you’ll be much happier knowing you kept somebodies business.