Loyalty Is Not Its Own Reward

(We offer loyalty cards where customers collect points for hot beverages and bread. Twelve points equal one free beverage/bread. In addition to that, all transactions on those cards are counted. From time to time, the computer will choose that a transaction will be free for the customer, if a card is used and has enough transactions on it. We have no influence on those decisions, and cannot see or calculate when the next one will be free. My customer is a sweet old lady, who has taken almost five minutes to check the prices of the sandwiches we offer.)

Me: “Hi. What can I get for you today?”

Customer: “I’ll take a small coffee and one of those cheese sandwiches, please.”

Me: “Sure! That will be [amount]. Do you have a loyalty card with us?”

(I put her coffee and sandwich on the tray before her and take her money and card. When I slide her card, the register tells me this transaction will be free.)

Me: “Oh, seems like I don’t need your money today! Both will be on the house today, because we would like to thank you for your loyalty with us!”

Customer: “Oh! Okay, can I take a [more expensive sandwich] instead, then?”

Me: “Sorry, I can’t; it’s already in the register.”

Customer: “Oh, no problem. But I said egg, not cheese!” *The sandwich with eggs is more expensive than cheese.*

Me: “Oh, I’m sorry, I’ll switch that out for you!”

(I do so, and the customer happily goes her way.)

Me: *to the next customer* “Did she really say egg? I could swear she said cheese.”

Next Customer: “She said cheese. Some people just can’t get enough…”