Not long ago a new liquor store opened up in my area. It’s right off a main road that I drive all the time so the location is pretty convenient. And since they sent out a promotional flier with a coupon on it, I figured it would be a good idea to stop in and check things out.
The store wasn’t huge but it had a decent selection and the prices were comparable to those at the store where I usually shop, so I figured I’d be making a lot of trips to this new store.
I grabbed a 12-pack of Guinness out of the fridge and made my way to the register. I handed the cashier my coupon and when she scanned it the register made a funny beeping sound.
The cashier shrugged her shoulders and said, “It says price below cost, let me ask the manager to override.”
Now the manager was sitting about 10 feet behind her so I could hear every word of the conversation. To make a long story short, the price with the coupon would drop the price below their cost level so the manager was refusing to honor the coupon. Here’s out it played out.
Manager – “See if it will ring up for 5% off.”
Cashier – “Nope. Same message about price below cost.”
Manager – “Sorry. Nothing I can do.”
Me – “You’re the store manager right? I’m sure you can do an override.”
Manager – “Look, I can’t sell it to you below cost. ”
Me – “But it’s YOUR coupon. Why did you send it out if you had no intention of honoring it?”
Manager – “I’m trying to run a business here.”
Me – “I don’t have time for this. Just ring it up at the regular price so I can go.”
Cashier – “I’m really sorry. Here, keep your coupon for next time.”
Me – “Don’t worry, I won’t be back.”
As I made my way out of the store, beer in hand, I could see the miserable jerk of a manager seething. But you know what…screw him.
Seriously, all I was trying to buy this time was a 12-pack of beer which cost $16. So even if he gave me the 10% discount it would have cost him a measly $1.60. He would have had a happy customer who would have come back often to spend more money and pad his profits.
Instead he pissed off a customer and lost a whole lot of business. I’ll never set foot in that store again.
What do you think? Am I crazy or should the manager have handled the situation better?
How to Lose a Customer in Two Minutes Flat,