GGGRRRRR now i'm racist?!!

[carylrich1]

Sorry folks, I just needed to vent!!! I had a customer tonight load a 50 lb. washer and put her money in the one next to it and then ask the attendant for her money back! You have to physically close the door before the waher will accept money and somehow she was so distracted that she didnt notice what she was doing....The timid attendant calls me and asks what to do and I told her policy was not to return money unless our machine malfunctions. customer gets on phone and says no speak english and I say no speak spanish, she says money back I said no, she calls husband. I call back feeling bad and the attend. was fuming saying that the husband said we were racist and if they were white we'd give $ back, they were regulars and now they will not be back, after he starts demanding that she has keys to the machine and she needs to give the $ back. wife starts miracuously speaking english and demands my home phone and tells the attend that she knows who I am. are these people for real?! If I had a quarter for every person that said it was the color of their skin that prevented me from giving them change or returning their money because their head was inserted in their behind, I would not have to be chasing quarters around a laundromat!!! whew....I almost feel better now. I wish I had some poor excuse to demand the world of everybody and just be able to roam around ignorant and say its the color of my skin. what a divine luxury....
as youve probably guessed, I'm only white....no excuses here...just white...Sorry guys, some days this doesnt even feel real!
Caryl

[TotoMongo]

It isnt the worst thing he could have called you. Now, had he called you a card-carrying liberal - now THAT would have been a different story.

"Racist" - Its a charge people use often today when they have lost or haven't an argument.

Toto

[carylrich1]

well, now that you put it that way, you are absolutely correct, had they said liberal, they'd be goin' down! and right you are again, i guess its just the principle of the matter and I dont expect in this day and age people would actually think that that is even a reasonable excuse.

[Chase13]

Just a thought, if you just had refunded the money there would be no problem. Also you would still had a happy customer filling your machines with loot...


Chase
Then again i'm just chasing the bucks..lol

[pete f]

I am assuming she started the washer empty? Otherwise they could have moved the clothes over to it. Many washers can be stopped by the circuit breaker, wait a few mins, and the water drains, door unlocks. When you flip the breaker it starts back up and finishes the wash. Others have a way to fast advance so you could have had the attendent fast advance so not to waste the water. I have probably done what you did at one time, but most of the time now I refund money for even stupid things customers do. They should not have made comments like that, but some people feel like they are always looked down on and do not like to take responsibilty for thier actions.
This will happen again, so come up with a plan to cure it better next time. That washer probably used 75 cents worth of water/sewer. Was it worth it? You just tell the attendent to press the cold so you don't waste hot water if you do not want to get into shutting it down.

[kbc747]

First of all don't take it personal, that is what they are after to somehow get you to feel bad. Second, just give the money back. Sorry but in my laundry I would not have had a second thought, I have airhead days two and its nice to know the people I support will help me out when I get to bad. It's one of the reasons you have loyal customers and quite frankly where could you buy a customer for the price of a wash. I will start machines for regulars just because they are regulars. So next time when she comes back start all her washers for her and say thank you in Spanish. Remember she has friends and they have friends and they have friends and you want all them to be your friends. Lastly, had it been your own mother would you have started the machine?

[Walter]

My two or three cents worth...

1. Obviously, no one wants to be falsely accused of being a racist. Some people will latch onto any convenient excuse when things aren't going their way. I'm sorry for you that this was hurled your way, especially when it was just a standard business decision that applies equally to all customers.

2. I think it's also worth acknowledging that plenty of people are the recipients of offensive racist behavior - sometimes overt, sometimes covert - so that there can be strong feelings involved on the customer's side, too.

3. You may want to also reconsider your business policy. Occasionally customers will put money into the wrong machine. If a 50 pounder vends for $4.50, then your utility costs would run maybe a buck. You may find that in the long run, you'd be better off refunding the money and keeping a happy customer...

Walter

[Anonymous]

I would have just started the machine again for them Its not worth makeing a customer mad over a few dollars when you see she made a mistake. You should train your attendent a little more to watch that kinda stuff.

[DuboisLaundry]

did the customer eventually talk directly to you on the phone? did you ask " When you put the money in one machine and the clothes in the other, what does that have to do with your race?" If she really is a several 100 $ a year regular I might start the right machine for them.
Be sure ( or your attendant) mentions that WDF is available and no hassle with coins or loading/unloading laundry.
either way I'll tell them they need to pay closer attention.

I cut out an article from the journal about the kid being tried for murder after starting the milnor with his sister in it. Scary I know, but If I need to point out to a customer that laundry equipment, just like a car or kitchen knife, can be dangerous if used carelessly. This has helped a few people in my mat to pay attention better

[carylrich1]

in hind sight the right thing to do would have been to give the money back and when I called back feeling bad that was my intent...after all it really is not worth the $4.75 but....after they had both started with the racist comments and her "inability" to speak english right up until the point of talking to me, I had really taken it personal and shouldnt have. You ALL make a very good point but there are times that you just feel that they are standing in line with the hand out to get you (some customers, that is) all in all, the majority of my customers are extremely nice people and I am grateful for that. Pete, your idea of prepping for the next occurance is really going to give the power back to the attendant and myself for that matter, after all customer service is what it is really all about from my end. Thanks for the advice and insight, makes good business sense.
Caryl

[Mr.Clean]

in hind sight the right thing to do would have been to give the money back and when I called back feeling bad that was my intent...after all it really is not worth the $4.75 but....after they had both started with the racist comments and her "inability" to speak english right up until the point of talking to me, I had really taken it personal and shouldnt have. You ALL make a very good point but there are times that you just feel that they are standing in line with the hand out to get you (some customers, that is) all in all, the majority of my customers are extremely nice people and I am grateful for that. Pete, your idea of prepping for the next occurance is really going to give the power back to the attendant and myself for that matter, after all customer service is what it is really all about from my end. Thanks for the advice and insight, makes good business sense.
Caryl

Caryl,

Keep in mind that you always get more bees with honey than with vinegar!!! Translation, give them the couple of dollars back keep them happy and keep customers. Remember pissed off customers will tell at least 10 people of their experience which will be far worse than what you have just explained here!!!

I have a customer that comes in and complains everytime that the dryers don't get their cloths dry and that they must be broken. Funny thing is they are all brand new machines in a brand new laundry and she is the only one complaining. I found out that her cloths don't get dry because she puts too many things in one pocket and puts in 75cents 21mins and expects them to get dry. I listen to her and then put in another 50 cents. Now I gave her two quarters for $15 worth of her business. Get the idea??? Keep them happy and returning and if it cost you 2 dollars to make 20 per visit with a recommendation then that's a very small price to pay....

Mr.Clean

[Anonymous]

No speak english usually means only when you tell me to do something. When I want something or lost money I speak english.

But seriously your refund policy is foolish. If you trust your attendant and she confirmed the customer made a mistake it would be wiser to refund the money. You would have only lost some water and electric compared to a FOOLISH customer that posibly spends $700 or more dollars a year. Then again who is the fool now. I hate to be harsh but I think you get the point now. Live and learn and keep takin there money.

[carylrich1]

yes, by the next day I do get it now;) the reason why we instilled this new policy was because there were a few customers (the same ones) that kept going for the same attendant with the same story every time that the washer was broken or it didnt work properly but had been used all day. We did at first hand the money to them because it wasnt worth the $ but every week for a couple of weeks and I got sick of it. I did start having them put their name and ph# in a refund log and that stopped it pretty quick but I needed to also back it up for further issues. I guess it should nt be the rule for every occasion but I will have to rethink my policy. cant believe that im still stuck on the principle of the comment being made and yes, even after a day, clearly see the business dicision is not a smart one and am learning that my principles sometimes have nothing to do with good business. I dont like that but thats the nature of the beast. valuable lesson for a short amount of money, i hope
Thanks folks,
Caryl

[Anonymous]

I don't think you have to make all your decisions based on good business. If I have a pain in the ass customer that is constantly complaining I have given them the boot. You can't make everybody happy and you can't worry about every customer that you loose.

[carylrich1]

I don't think you have to make all your decisions based on good business. If I have a pain in the ass customer that is constantly complaining I have given them the boot. You can't make everybody happy and you can't worry about every customer that you loose.
Im glad you said that because this was really bothering me. I had made it through my first year without incident from any of my customers. 99% of them are happy to come to my mat, something I work really hard at. Im just happy its over and have to toughen up and not worry about the small stuff. Thanks for your thoughts.
Caryl

[Follow]

well.. what I did learn in this laundrymat business for last 4 years!!?? Even you are 100% right on this kind of issues, Customers are right 101% if you think business..
look at the big picture!!?? you did not lose $4.50, but you lose regular customer plus more ( family , friends etc.) bad comment about UR mat.
If you would of said" no problem, it happens..if you need any other help let me know" you would have free ad. for your laundrymat to their friends, family members,etc.,

If you don't care any of this; keep doing what you are doing!!?? thats your business..

good luck.

[Coinwash]

well.. what I did learn in this Laundromat business for last 4 years!!?? Even you are 100% right on this kind of issues, Customers are right 101% if you think business..
look at the big picture!!?? you did not lose $4.50, but you lose regular customer plus more ( family , friends etc.) bad comment about UR mat.
If you would of said" no problem, it happens..if you need any other help let me know" you would have free ad. for your Laundromat to their friends, family members,etc.,

If you don't care any of this; keep doing what you are doing!!?? thats your business..

good luck.
Well said Sir. You're 101% RIGHT ;)

[Buddy_Amoroso]

I never had a customer who put money in the wrong washing machine, but I have had customers who put money in my double stack dryers and credit the wrong dryer giving the person who has the dryer above or below the additional time.

I have my attendants physicaly put the money in the dryer and show the customer how the up arrow is for the dryer above and the down arrow is for the dryer below - I know that this concept is complicated so I give my customers grace.

My policy is never give a customer a refund, only put money in the machines.

buddy amoroso

[carylrich1]

I never had a customer who put money in the wrong washing machine, but I have had customers who put money in my double stack dryers and credit the wrong dryer giving the person who has the dryer above or below the additional time.

I have my attendants physicaly put the money in the dryer and show the customer how the up arrow is for the dryer above and the down arrow is for the dryer below - I know that this concept is complicated so I give my customers grace.

My policy is never give a customer a refund, only put money in the machines.

buddy amoroso

great idea buddy!

[CharlieS]

Its not worth losing a customer over a $5 refund. My attendants have complete authority to start a machine (with money accounted from the register, never give a key to the tops or the moneybox). they ar

I avoid cash refunds. Start another machine for the customer.

If a customer appears to be a refund abuser (they are pretty obvious), this policy can change without notice.

Charlie

[DaveLevenson]

A customer told me she had put money in the machine, closed the door, and pushed the start button...without putting her clothes in it. Now, she was "locked out" and she wanted a refund. It turned out...she had always used top-loaders until that day. She was used to starting the machine, and then when it was about half full of water, she'd open the lid and start loading it. It didn't occur to her that opening the door on a front-loader that was partially full of water, even if the mechanism allowed it, would be a problem.

I gave her a refund. (Actually, I rapid-advanced the machine to the end of the cycle, let her load it, and then I put coins in it to re-start it for her.) She said she only used the front-loader because all of my tops were in use when she came in. But she liked the front so much, that after that experience, she uses it every time she comes in -- even though she only brings a little five-pound load of laundry. So, she spends more in my store than she did before, and I save water. Definitely worth giving her a refund.

[JBTcajun]

I would have started the machine, given soap and usage instructions. When the load was through I would have started the dryer. This was no scam if the machine is running with no clothes. Manure happens to everyone and you would have had a knowledgeable loyal customer.
What is wrong with being a racist? When did that become a bad thing. You think the way you think that is your business. Normally the person making the accusation is much more a raciest than the accused; Thats where the accusations came from. Let you're actions show to everyone how you handle you're stereotyping. Everyone has stereotypical thoughts. We are human aren't we.

[Walter]

JBTcajun,

What's wrong with being a racist? To me, a racist is someone who acts based on stereotypes.

As your post implies, it's deeds, not thoughts, that count. We're all products of our environment and harbor attitudes towards others that are based on stereotypes. Human beings struggle to do right by themselves and others - that's the key concept of our Judeo-Christian ethic...


Walter

[Boxer]

Definitions of Racist

Based on racial intolerance; "racist remarks"
a person with a prejudiced belief that one race is superior to others
discriminatory especially on the basis of race or religion
wordnet.princeton.edu/perl/webwn

Racism has many different definitions. Historically, it has been defined as the belief that race is the primary determinant of human capacities, that a certain race is inherently superior or inferior to others, and/or that individuals should be treated differently according to their racial designation. Sometimes racism means beliefs, practices, and institutions that discriminate against people based on their perceived or ascribed race. ...

God bess the USA

[max]

have you tried the colored coin policy - completely color $20 or $30 dollars of qtrs with a felt tip say red or blue - give them to your trustworthy attendant and tell her they can only be used to start a machine when a genuine complaint has been made, all uses should be logged with reasons etc and can be checked by you by way of cctv or the need to repair machine that is subject to complaint, this is a proven trick to ensure cash is used to start machines only. Good Luck