A friend of mine posted on Facebook that she had a bad experience with a manager. Here is the story: She told her kids to sit down on the bench sitting out in front of a store. One of the kids fell as a part of the bench was broken. Luckily the child was not hurt. My friend went to tell the store manager about the bench. Not so she can get anything from it but because the bench was broken. With furthere weight applied as people sit someone could eventually get hurt. The manager was real nonchalant about it as if the broken bench was so big deal.
The manager asked an employee if they knew if the bench was broken. That employee said that they knew the bench had been broken for months and told the manager about it prior. The manager got upset as if this didn't occur, especially since to conversation was happening in front of my friend and other customers. The manager and employee continued to argue of this. At no time did the manager say that he would file a report so my friend asked for the corporate number to make a complaint. The manager said that he didn't have to give that number and said if no one was hurt why should they be notified? This further upset my friend who collected her kids and walked out of the store.
What is your opinion of the manager and how should he have handled this situation? Do managers truly care about situations like this or are they only looking out for their best interest preventing themselves from getting in trouble due to their negligence?
In this situation the lady was right, for notarizing the manager. When the manager acted non-nonchalant and also had an argument with and employee about the same situation, I would've took matters in my own hand. I would've wrote a letter to the CEO of this particular franchise. Simply because I feel a need that they need to make there store front a more safe place for kids and such. She was right of how she approached the situation. I think she shouldn't asked for the number for complaint. All because he already what was the problem, why should the manager get a warning again. Personally, I would've just made sure that the people who is over the manager is notified about this problem. Some managers do care, but not this one. I think the manager should listen more and then find a way to resolve the issue instead of arguing over something small.
ReplyDeleteThe manager probably felt attacked because he had been notified before, so in this situation he just felt like he had to defend himself and that is why he acted the way he did. However, the correct thing to do is to listen to the customers' opinions, suggestions, or complains and try to solve the problem with sound arguments. He could have told the lady that he was going to do everything that was necessary to have that problem fixed (even if he was being hypocrite at that time). It could also be true that the lady overreacted and was making a big deal out of a semi-broken bench; however, even if this was the scenario managers are supposed to remain tranquil, listen to the customer, and try to solve issues.
ReplyDeleteWell as always every individual is the same but i say some really dont care and just looking out for their best interest but then you have those who really care and would have got the problem fixed when it was brought up. the lady was correct and very polite for the way she approached this situation again she could have sued his pants off
ReplyDeleteThe fact that the manager was so careless towards not only the child involved but also the coustomer was unacceptable. The carelessness of the manager could not only get him a lawsuit but also cause im to lose a coustomer. That very same coustomer could also go around and tell others about actions of the manager and convience them not to shop there aswell. That action alone could have cost that business plently of money. The other proble came in where the manager was getting into it with an employee. Both actions were unacceptable.
DeleteIn this situation, the manager was being really really lazy, only thinking of his/her self, and the way it was handle was unacceptable. The bench was already broken before and thank God the children didn't get hurt from it fallen apart. The manager should have got it fixed or out the way because a child was involved. The first thing I couldn't believe the manager didn't do was to help the child, or allow the child to sit at another place and say I'm sorry the bench broke. Managers need to get "right on" things that fall apart or situations that could have or may have hurted an employee even if its their son or somebody's child. It should be handle a better way and the manager really need to care more instead of caring less.
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ReplyDeleteHe should have addressed the issue the first time when your friend went to tell him about it and had it taken care of and it wouldn't have came to her reaching out to corporate. Once she asked for that number he got worried because since she did tell him prior and he didn't do anything about it, he made himself vulnerable to getting in trouble and not being responsible. If someone was to get hurt that could possibly be a lawsuit against the company and he would be the first one out the door that's why he didn't want to give her that number.
ReplyDeleteIn this particular situation I do feel the friend did the right thing by informing the manager about the bench being broking. The lady was only trying to look out for others safety. I feel that as a manager the situation was not handle properly. I feel as if the manager was trying to make himmself but in all actuality it only made the situation worst.
ReplyDelete*The manager was trying to make himself look good but it only made matters worst.
ReplyDeleteI believe this is a no win situation, It is obvious that this manager do not have kids and need to go back for training classes to learn the skills that the customer is always right and you don’t confront your own employee negatively in front of customers. I had a similar situation happen. I had to turn my focus away from my child to place the focus on this manager about how important it was for him get someone there to correct it, and (he) being so busy in the store that it was overlook until now, and that it will look good on him first to spot the problem, correct the problem first before the other managers get a chance to tell higher management about it. I even said to the manager with a smile on my face that being so attentive to your customers surrounding that you will probably get manager of the month posted on the store board and that calm his edginess. I believe this manager was looking out for himself and if I didn’t change my thinking, I’m sure it will still be left undone until other managers will do something about it after many more complaints.
ReplyDeleteIn this situation I felt the manager should have filed a report rather someone got hurt or not. I mean I thought managers suppose to care about their customers and make them satisfied as well as show them how much they care about them.
ReplyDeleteIn such a situation it is what we in the business like to call "save face time" especially if he had prior knowledge of the broken bench. This is how it should have gone. Friend says the bench is broken did you know that it was. Manager not to my knowing; to the employee as he he turns to him employee did you know that the bench was broken. Employee as he respondes hes sir I did we have had a conversation about this before. Manager as he turns to the woman oh! must have slipped my mind; as he continues well I hope your child is not hurt; what is that you would like to talk to the head of the establishment here is the number of our head quarters and office hours, but I assure you that that bench will be replaced very soon.
ReplyDeleteSince the manager knew that the bench was broken, it should have been taken care off immediately considering that other customers are going to sit on the bench. The manager was very lazy and nonchalant for not taking care of this issue that needs to be fixed. Furthermore, the employee did the right thing by asking for the corporate number of the company because if the corporate notices an issue, then they will solve it immediately to prevent accidents from happening. I think that most managers do look out for their best interest because they know what does satisfy and what doesn't satisfy the company. The bench should have been removed from the facility.
ReplyDeleteThat is totally unacceptable behavior. What if that was the managers child that was hurt from sitting on the broken bench. Because it was report through previous managers that should have given the current manager the common sense to go ahead and file a report or work order to have it fixed or replaced. The employee definitely did the right thing. Most managers look our for themselves and could really care less about employees and sometimes even customer safety.
ReplyDeleteI feel that the Manager really didnt care to know being with the fact that he stated the bench had been broken for months. Even though the Manager already knew he could have thanked her for letting him know and mentioned that he would get it fixed as soon as possible. In this situation it could have been handeled differently. I don't think that all Managers would have this attitude but in cases like this there are a select few that would act this way.
ReplyDeleteI feel that this manager is arrogant and cannot see any imperfections in himself/herself. This manager handled this situation with a total lack of care. He/She should have been concerned about the customer's complaint with the bench and made the correct actions to fix or replace it. Although this manager does not seem to care about people outside of himself/herself, I don't believe that all managers operate with this same type of mindset. There are many managers out there that would have correctly handled the situation about the bench and any other situation that would require such actions from a manager.
ReplyDeleteWhat is your opinion of the manager and how should he have handled this situation? Do managers truly care about situations like this or are they only looking out for their best interest preventing themselves from getting in trouble due to their negligence?
ReplyDeleteMy opinion of the manager is that he should have took the time out and take the employee to the office and asked if knew. He also could have handled it as a adult and went outside with the customer and see what they was talking about. I feel as though that the managers really do care about the incedents that happens in the store because the customers are always right. But some managers get their selves in troble by arguing with employees or by a customer over hearing their conversation with other people. When a customer asks for the number to head quarters they are most likely trying to inform the head quaters that they our involved with something that has happened with their children being involved.
There are acceptable conducts in business which is referred to as business ethics. A manager is supposed to exhibit a certain amount of maturity in the workplace regardless of his/her disposition.The manager in this case failed in the manner with which he addressed the aforementioned issue.
ReplyDeleteSecondly, the discussion between the manager and the employee should have been done in private. So, i will condemn the employee for being careless with information.
The manager could have quietly handled the issue by cheerfully apologizing to the customer, promising her that the bench will be fixed immediately.
It is good to note that no one likes getting into trouble in the workplace and it is not all managers that act selfishly.
The managers should have simply removed the bench and ask the owner to order another bench. In this case the manager did not care about the situation because any other manager would have taken action to resolve the problem as soon as possible so there want be any negative consequences. I personally think that the manager is protecting themselves from getting in trouble since the child didnt suffer from any injuries.
ReplyDeleteIn this situation, I think the manager personally didn't care. However, I don't think that the managers 'act' like they care. I believe they really do care about the safety of their customers. They are not only trying to cover for themselves when they talk with a customer, but they are trying to make sure the customer is satisfied with the service.
ReplyDeleteSomething else the manager should have been careful with is arguing with the employee in front of customers. It looks bad for co-workers to not get along and they may loose some customers for this.
I believe the manager was extremely unprofessional and lazy. Weather the child was hurt or not was not the issue, the issues was that the bench was hazardous and could potentially hurt someone else who may not notice the bench was broken. Arguing in front of customers on the job is NEVER ok. It belittles your employee when you reprimand them in front of guest as well as gives a negative perception on the company, its people, and how their business is run. The manager should have listened to your friend's complaint, apologized for the POTENTIAL danger that her child faced, informed his own superior of the broken bench, filed a work order so it could be fixed, and marked the bench out of order so other customers would be informed that that booth/ seat was not able to be used. I don't believe most managers would act as he did and only look out for their own well being. I believe that most people have good intentions and don't have the "crabs in a barrel" mind frame.
ReplyDeleteIn this situation I feel the manager is in the wrong. When you take on the responsibility of being a manager you have to be open and willing to take on all duties that come with it. This demonstrates the type of managers that are out there that abuse their status and power. You will have some that care about their job and some that just want a check.
ReplyDeleteThe manager is the type of person that is there for the check. Just reading this and have experience this myself, I am appalled at his actions. It is all about respect. If you do not like your job and there for the check, do not show it to the customers. At the end of the day, it is your job. He should of handled the situation by being respectful to the customer and his employee by taking the conversation in the back or side of store for privacy, fill out an incident report, and take responsibility for not having the repair done to the bench. Some managers do care while at the same time making sure the customer satisfaction is first. And depending of type of service, will try their best to make it up to you.
ReplyDeleteIn this situation, the employee was right to stick up to the manager and address the bench being broke again to him, since it seems like he didn't care about it. The situation could have been worse and the child could have hurt himself. It was wrong for the manager to act like he did. He could have handled it better and act like he cared. I believe that all managers is not like this, you have some like this and you have some who would handle the situation with care. Even if he was having a bad day, he should have put that aside and dealt with the problem like a manager should.
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