Coffee and Confessions: Real Encounters of the Working World
Story by Jeff MacKinnon / Contributing Writer
The following article appeared in the print issue of Ponca City Monthly magazine, which includes hyperlocal stories about Ponca City. Get full access to all online articles, videos, and content by becoming a paid subscriber. We offer free and paid subscription plans. Find rack locations to pick up your free print copy here, or subscribe here to get online access plus exclusive content.
Anyone who’s worked in customer service has likely experienced moments that leave you shaking your head in disbelief. From the customer who insists on returning an item they’ve had for years, to the one who demands a refund for something they’ve clearly used to the last drop, these moments can be baffling. Yet, they also come with a unique set of challenges and humor. Sometimes, it’s the ability to stay calm and find a solution that truly tests your patience and creativity. And, of course, there’s always that one customer whose problem is something so simple, yet they treat it like a life-or-death situation, leaving you speechless but somehow determined to make their day a little better. It’s these unpredictable, and often entertaining, moments that make customer service both tough and rewarding.
Let me share a personal story of how a normal day can be uprooted by a simple request and the bizarre outcome. During a regular shift at Sonic, I was responsible for taking orders and preparing fountain drinks. A gentleman rang and requested a large cherry and vanilla Dr Pepper, which was quickly poured and sent out for his enjoyment. Shortly after, the box rang and said customer complained the amount of cherry and vanilla was too strong and requested a new drink be sent immediately. Those that have been graced with working in the fast-food industry are aware that amounts of flavor are preset on the soda fountain to match company standards. My simple resolution was to attempt to put less flavor and add the medium setting into the large and quickly resent the order. Moments later, the box rang and to my surprise, the flavor was still too strong. My patience had disappeared when our shift leader returned from break to enlighten me that this customer just wants a regular Dr Pepper. My conscience struggled with the apparent fix, but I begrudgingly sent out a regular to which the customer rang back to inform me of the perfection and gladly drove away.
That’s the golden rule, isn’t it? “The customer is always right” can be a bit of a challenge when requests get truly outlandish.
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