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April 21, 2008
Service level in Malaysia: CoffeeBean at Penang, Airport
I was in Penang for training over the weekend. Fun, as usual, and as usual, the celebration to succeed in my training is fantastic. Participants are always happy to hold their certification in their hand because they know that my standards are high. Not everyone can succeed, but I digress.
I arrived late at the airport, thirsty and tired. Then I saw CoffeeBean and since I like their Malibu Drink, I thought I would go and get one.
The store was full, but the cup stand was empty. The guys behind the counter told me that the regular cups are empty, since about 30 minutes, and that I would need to do with a larger cup. Even more so, I didn't get my drink, since they ran out of it, but that is okay.
Now, I was forced to upgrade my drink but made to pay the price for a full one. I asked them, why it would not be possible to serve the customer the larger drink but charge them for the regular one. It's fair, isn't it? The only response I got was that now at least, I could drink more. To which I responded, that this wasn't my intention, since, if I would want more to drink, I would have ordered a larg cup immediately.
So, I was made poorer, contributed to the store making their numbers for the day and was left treated unfairly. For just a while.
Posted by Andreas at April 21, 2008 08:52 PM
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