Many years ago I worked in the family business and my Dad would always recite the five P’s….
Prior Planning Prevents Poor Performance….yes, yes it does. So it was with his words ringing in my ears that I asked for a refund on my coffee as I didn’t have the 15-20 minutes to “be patient” while they caught up.
It was Fathers Day last Sunday and my Dad loves to tell anyone who will listen that he’ll probably get the same gift he got last year – that would be nothing – and then he will regale the listener with woeful tales of how his kids never buy him anything for Fathers Day blah blah blah. I call bullshit cause I get him a bag of chocolate bullets – from Darrell Lea – every year and he eats them all, no sharing. So I am at the shops early on Sunday to get his bullets and to see if any of the other usual Fathers Day suspects have been marked down and I decide to grab myself a long black before heading round to remind Dad that my brother is still probably waiting for his wife to remind him to call. So I order my coffee and stand aside to wait for them to call my name….about four minutes in a man approaches the baristas and asks if it’s going to be much longer on his takeaway coffee…uh oh.
Then a women standing near me heads up and asks the same question….she’s been waiting longer than him. And I have a four-year old, who doesn’t drink coffee, whining about wanting to goooo. Both of the baristas gave the same excuse – we’re really busy.
Yep – it’s Fathers Day. And you forgot your first three P’s and you are now only left with Poor Performance. I was done after that so I went to ask for a refund as miss whinger pants had stepped it up a notch. While I was waiting for the people in front of me to order I heard one of the baristas tell a customer – you just have to be patient – then it was my turn to ask for my money and the cashier doesn’t know how to do refunds…so the barista says “we’ll just make it for you now” ahhh no you won’t….I would like my money back please. So they open the till and give me my $5.30 and say “sorry we’ve just been busy” to which I said “yeah, it’s Fathers Day”
So this really grinds my gears….if you own a cafe or restaurant or outlet selling food don’t you want to be busy? Isn’t that your goal? And if you do have one of these businesses don’t you also track historical data from previous years so that you can understand and project how busy you might be on any given day – let alone an event day such as it was? I would really like to see a change in the language that staff and managers and owners of these businesses use when they are struggling to meet the demand. Try saying we’re really sorry, we’re unprepared or we really didn’t expect this, please bear with us. At least that puts the onus back onto the business and takes it off the customer – cause saying to me “sorry we’ve been really busy” makes me think you should also say “and you just made us more busy with your order so now you’ll have to wait”.
Anyhoo I finally got round to see my Dad and give him his bullets and make myself a coffee and it seemed fitting that most of my morning had been spent with my Dad at the forefront of my mind.
A note to anyone who may follow along from the USA – I did not give my Dad actual bullets for Fathers Day – they are called chocolate bullets and they are small sticks of licorice covered in chocolate, delicious!