Those in the service industry would probably have heard this saying a million times: the customer is always right. If they get a dollar every time they hear that phrase, they probably wouldn’t even need to work.
But when do you draw a line?
A super lengthy food for thought post (it is really long) by baker and shop owner, Wong Jie Hui, actually puts things in perspective.
For those who found it TL;DR, let me give you a succinct summary on what happened, and for those who have some time to kill, here is the full post.
She started off with saying how everyone has different opinions and preferences (particularly when it comes to her cake) and she was definitely very earnest about it, admitting her own mistakes and how she takes any criticism in stride.
So let’s get to the juicy part…
So basically, she had a female customer who ordered a unicorn cake which cost $185.
A man (possibly the husband or brother) came down to collect the cake, and Jie Hui’s mum asked if he needed candles (and it is the shop policy to give out plastic knife and candles for free). He said yes and also requested for a birthday topper to which the mum mentioned that it is a sale item.
This is the topper that started everything.
He was pretty upset as he reached out for the topper and said, “Then this one leh? Also have to pay ah!”
Jie Hui was calm and collected and mentioned that it was 50 cents to which he said, “AIYAH, CANNOT GIVE IT TO ME MEH.. We already buy your expensive cake, this one fifty cents only, CANNOT GIVE IT TO ME MEH, JUST GIVE IT TO ME LA.”
Jie Hui stood her ground but the man was not having it, and he just took the topper and placed it his pocket.
Side track a bit…as a reader I am already shocked with his audacity. I could only imagine how she felt.
Ok back to the story.
She decided to let it go and went back to the kitchen, and she had an epiphany. It wasn’t about the price of the topper. It was his self-entitlement that irked her (which I concur).
She marched back outside and this is how the conversation went:
Jie Hui (JH): So would you like to have the topper? It will be fifty cents
Angry Customer (AC): I paid for the cake already leh, still need to pay for this meh! Can’t you just give it to me!!
JH: I’m sorry but I can’t. There are things we provide for free but this is an item on sale, so you have to buy it.
AC: But you buy cake from other shops they also give candles and this plastic thing what!!
JH: We can give you the candles and knife but you have to purchase this topper for fifty cents.
AC: But other shops give for free la JUST GIVE IT TO ME LAH!
JH: We are not other shops. (She admits that this reply was weak)
AC: AIYA THEN FORGET IT LAH I DON’T NEED IT.
She thanked him and he left the shop and returned shortly, asking if he can get the topper for free (again?).
She said no, and he finally paid for it (by throwing the money at her), but being the trooper she is, she mentioned that ”money thrown at me is still money, and I do not disrespect it. And what I got back from him, is not only that fifty cents. But my principles.”
It is good to hear that she stuck to what she believed in, and it also helps if you’re the boss.
To all those warriors in the service industry, you’re not alone and if things get ugly, always remember to smile and not let them see you in defeat.
And oh, if you’ve the time, please do read the full post. It’s more than just entertaining; it’s educational as well #justsaying
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This article was first published on goodyfeed.com
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