How NOT to do customer service

FWIW, I found out about this story via Twitter. What an amazing tool.

A couple of days ago I wrote about lessons learned while serving time working in the food-service industry.

Lesson #1 is, Customer Service is Job One.

A manager and trainer at a certain Steak n Shake need to learn that.

A Deaf Mom Shares Her World: Steak and Shake Denies Service

I went through the empty drive through and drove past the speaker. After waiting a few minutes at the window, I finally honked the horn and waited some more. After a second honk a few minutes later, a young man appeared.

"Hi! I didn't order back there as I can't hear," I said, pointing to my ear. "I'd like two small shakes, one vanilla and one chocolate."

"You'll have to drive around again so I can take your order through the speaker," the guy said.

"I can't hear back there, so I'll need you to take my order here," I explained.

"No, it's our policy. You'll have to just drive around and tell me your order and then I can take your order."

Believe it or not, it gets worse. Much worse. Read the whole thing.