It was only my second visit to this small, independent soup and sandwich joint when its owner won me over for life. My order in hand, I was fumbling around in my pockets and wallet to come up with the requisite $7.50 to complete the transaction and march away with my take.
My search produced only $6.00 and the woman behind the counter, who I deduced was an owner-operator in this apparent family business, could not accept payment by debit or credit. “I think I’m a little short here,” I said, looking up from my palm full of change apologetically. Without hesitation, she waved her hand in dismissal of my predicament and declared, “You will pay the difference next time.” I was stunned. We made eye contact, she smiled and I quietly left.
I was expecting her to shrug her shoulders powerlessly and have me fumble my way to the closest ATM. This woman didn’t just ‘comp’ a buck-fifty off my order. She entrusted me. She took a look at the sum total of my customer experience and judged it to be worth far more than a buck-fifty. In short, this wise entrepreneur treated me with a little humanity.
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So is this really a big deal, to overlook a buck-fifty? In today’s cynical consumer marketplace, this sort of gesture is a rare experience. Perhaps it shouldn’t be so exceptional, a small act of trust from vendor to patron, but it is. Since that experience a week ago, I’ve lunched at this place three times, a habit that will do doubt continue. This act of humanity instantly won me over. Hell, look at me; I’m event blogging about it. (And I’ll share a link to whatever web presence they have, when I find its trace. While revolutionary in customer service, these folks seem to be inept in the digitas.)
So take close note, merchants and entrepreneurs. It was not long ago that small business people of all kinds extended credit to individual costumers regularly, costumers who were not just customers but also human beings, fellow members of their community. Today, fitness clubs, telecom companies and countless other businesses build customer relationships on deceit and contractual obligation. In this cynical era, all you have to do to stand out, to stun us and win us over for life is treat human beings with a little humanity.