Two Wings Don’t Make Them Right

(I’m working at a restaurant that sells fried chicken. A customer approaches me after she has eaten her entire meal. The tray she’s carrying only has picked-clean chicken bones on it.)

Me: “How can I help you?”

Customer: “Yeah, I ordered the white meat chicken meal, but got dark meat pieces instead. You need to give me a new meal.”

Me: “I’m sorry for the confusion, but the white meat chicken meal comes with a breast and wing, which is what you received.”

Customer: “No, you gave me a leg and a thigh. I paid extra for the white meat meal and I demand that you give me a replacement!”

Me: “Again, I’m sorry for the confusion, but as you can see by the chicken bones on your tray, this piece was a breast piece. See the rib bones here, and this piece was a wing.”

Customer: “Get me your manager NOW!”

(My manager has heard the interchange and cordially comes over.)

Manager: “I’m terribly sorry for the mistake, ma’am; here’s a replacement meal for you.”

(My manager hands her another white meat meal.)

Customer: “It’s about time!”

(After the customer leaves, having left the tray with the chicken bones on it, I turn to my manager.)

Me: “Why did she get a free replacement meal when it’s obvious that she got and completely ate what she ordered?”

Manager: *smiling sadly* “The customer always thinks they’re right, even when they’re wrong. And especially when all they want is to throw a fit for free food. I’ve learned it’s easier to just give them what they want than to try to convince them to be decent people.”

Me: “The customer is always right?”

Manager: “Even when they’re wrong!”