Despite how hard we try to appease all our guests' wants and needs, sometimes, we fall short. One of those times happened to be when our drive-thru bagger forgot to put the right wrap into a guest's meal bag. It was an honest mistake that happens even when we try our hardest to avoid those situations. This car came through around 7:00, but they didn't call our store until 9:30 wanting a refund. We said that if they could make it into the store before 10:00 when we closed we could give them the wrap that we forgot free of charge or they could stop by in the morning when we opened. We wrote down their names in our book so that if they came in the next day our managers would know about it. However, the guest never showed up so I assumed that they would be stopping by tomorrow.
10:00 had come and we locked all the doors and started cleaning. 10:10 approaches and the guest with the wrong wrap pulls up to through the drive-thru. I was on the headset and hadn't taken it off yet, so I could hear what they were saying through the microphone Normally, we are told to just ignore them and turn off the headset because the guest will realize that the store is closed especially if all the lights are off. They begin screaming in my ear, and I decide it be best to just let them know that we are closed and can't help them until we open the next day. That made them even angrier. They pull up to the drive-thru window (and it is our policy to no open the window whatsoever when we lock it after closing) screaming at us to help them get the wrap they needed. Our manager tells them we cannot open the window because of Chick-Fil-A policy and that we are closed, but they did not like the sound of that. They storm away and we think that they are gone for good.
Next thing I know, the husband is at the window by our front door pounding on the glass. Our director tells us to finish cleaning up and to not react. Then the man pulls out his car key and starts tapping it on the window. At this point, I am afraid that he will come in, so I hide behind a booth being the little wimp that I am. He is still tapping on the window and this goes on for 10 minutes. Soon enough he got bored and left. It was one of the creepiest and most annoying experiences I have ever had at work.
10:00 had come and we locked all the doors and started cleaning. 10:10 approaches and the guest with the wrong wrap pulls up to through the drive-thru. I was on the headset and hadn't taken it off yet, so I could hear what they were saying through the microphone Normally, we are told to just ignore them and turn off the headset because the guest will realize that the store is closed especially if all the lights are off. They begin screaming in my ear, and I decide it be best to just let them know that we are closed and can't help them until we open the next day. That made them even angrier. They pull up to the drive-thru window (and it is our policy to no open the window whatsoever when we lock it after closing) screaming at us to help them get the wrap they needed. Our manager tells them we cannot open the window because of Chick-Fil-A policy and that we are closed, but they did not like the sound of that. They storm away and we think that they are gone for good.
Next thing I know, the husband is at the window by our front door pounding on the glass. Our director tells us to finish cleaning up and to not react. Then the man pulls out his car key and starts tapping it on the window. At this point, I am afraid that he will come in, so I hide behind a booth being the little wimp that I am. He is still tapping on the window and this goes on for 10 minutes. Soon enough he got bored and left. It was one of the creepiest and most annoying experiences I have ever had at work.
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