We tend to get a lot of delivery orders to the local hospital around the corner. It’s usually not a problem, but we have been having some issues with entitled and dishonest nurses.
Today, I get a call for four orders for four different nurses, with four salads: a Mediterranean, two Greeks, and a side garden salad. I make the salads, label the boxes, and bag them.
About an hour and a half later, I get another call. This time it’s a different nurse than the one that placed the order.
Nurse #2: “Yeah, we’re missing a salad.”
Me: “I’m sorry about that. There were four salads for four orders, correct?”
Nurse #2: “Yeah. But [Nurse #3] was supposed to have a Greek salad, but I’m standing here looking at a garden. I’ve got her ticket right here.”
Me: “Okay, let me go back over the orders and make sure—”
Nurse #2: *Interrupting me* “I don’t know what everyone else got, just that [Nurse #3] didn’t get the right one! She’s pissed off that she paid $11 for a salad and [entrée] and you guys messed it up! And your delivery driver! He forgot the salads the first time when he brought the hot food and had to go back. So this is now the second time! We just want a credit or something because this is getting ridiculous.”
Me: “I’m sorry to hear about the delivery issue, and I’ll have a word with the boss about it. I can give you the credit. May I have a phone number so that the next time [Nurse #3] calls, she can use it?”
Nurse #2: *Snapping* “I don’t know her number! Here, let me transfer you to her.”
The phone slams and hold music plays. By this point, I’ve had two tables sat in my section, so I manage to step aside to let them know I’ll be right over. After a few minutes, someone takes the phone off of hold.
Nurse #4: “[Hospital], how can I help you?”
I internally sigh.
Me: “Hey, I’m from [Restaurant] and I’m trying to issue a credit to [Nurse #3].”
Nurse #4: “Okay, what do you need?”
Me: “I just need a phone number for [Nurse #3].”
Nurse #4: “Oh! The department number is [unfamiliar number]. Will that work?”
I know that the nurses switch around a lot.
Me: “Is that [Nurse #3]’s usual department?”
Nurse #4: “Oh, no. She’s just filling in. Let me transfer you to her.”
I’m about to start banging my head on the desk when [Nurse #3] finally picks up.
Me: “Hey, I’m calling from [Restaurant] and there was an issue with your salad? I’ve been asked to give you a credit, but I need your number so that someone else doesn’t claim your credit.”
Nurse #3: *Flatly* “It’s [cell number].”
Me: “Okay, great! I’ve issued a credit for you, so when you’d like to use it, give us this number and it should pop right up. Is there anything else needed today?”
Nurse #3: *Snarkily* “So when’s the money going to go back on my card?”
I stop.
Me: “That would be a refund. I was told that you were looking for a credit for the salad.”
Nurse #3: “Yeah, so?”
Me: “I can issue one or the other, but not both. Which one would you rather have?”
Nurse #3: *Deep sigh* “I guess the refund, then!”
I delete the credit and void her payment. I then explain the basic spiel about how the refund may show up on her bank account and that the charge should just drop off.
Nurse #3: “Well, is that it?”
Me: “Actually, out of curiosity, did the order with [entrée and a side salad] get everything correctly?”
Nurse #3: “Yeah, she got a free upgrade to a Greek salad! She said it was delicious!”
We hang up and I go let my boss know about what had happened. He listens for a while.
Boss: “From now on, bag each salad separately, with each hospital person’s name on it. Also, go put a note on the department’s account that a refund was received on this date, for [refund amount], and to whom. Sounds to me like they may try to get a credit for the salad or the whole order.
Sure enough, a couple of days later, they tried to convince the cashier that they were due a credit for all four orders, as “none of them” received the correct salads!
Related:
When A Simple Salad Isn’t
