In this popular burger joint things were moving at breakneck speed during lunch time. People were talking a minute a mile. An Asian senior citizen, however, got stuck in his verbal struggle for a sales receipt while pointing to Touch Screen #3. In response, the manager simply doled out one quick sentence:
"Sir, you get a receipt only when you pay at the cashier counter."
He's lying to his customer's face. I couldn't go on finishing my coffee. Gently but firmly, I reminded him that his customer was entitled to a sales receipt, period. Stone-faced, he came up with the requested receipt in a matter of seconds.
Over the din of the madding crowd, I ventured to ask the senior citizen if he's from the Chinese-speaking world, judging from his accent. Before we knew it, we had already started a conversation in Putonghua. I couldn’t agree more when he said he needed to balance his checkbook regularly and every single sales receipt helped.
Speaking of his sales receipt, I wondered aloud if the senior citizen wanted to file a complaint. He nodded, hesitantly. I took it as a yes. Cutting to the chase, I walked him through the app and translated his complaint into English. I was impressed with the way he laid out the facts. Keeping it factual, he had no use for emotion-loaded words. He was someone who would never lose his cool.
A couple of weeks later, I ran into the same senior citizen coming out of the same burger joint. He flashed a stored-value card, courtesy of the fast-food chain. Generously, he offered to buy me a coffee on top of a super-burger. I declined, smiling.
纫秋兰原创
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