Much ado about Nothing

Milk
Originally uploaded by craigkaye.

Those who know my would probably say I'm level-headed and mild-tempered. I have a deep, ugly secret, however. I get very upset about what some would say are insignificant things. This morning is a prime example. I'm a firm believer of how businesses should go out of their way to get and keep existing customers.

Recently, I made the switch to Bengal Traders coffee which is available at On-The-Go Mobil gas station facilities. I enjoyed the coffee so much (value and great flavor) that I wrote a complimentary letter to the press office at Mobil headquarters. I was also very complimentary about the staff and service when a regional manager was visiting the store recently.

I enjoy my coffee with a lot of whole milk. Not 2%. Not Cream. Not Half/Half. In fact, the proportion of milk:coffee is nearly 1:1 in my ideal cup of coffee.

The Mobil I visit does not supply regular milk in its canister, so over the course of the past month, I take a small container from the milk available for sale and place it in the milk storage area (away from that for sale) and use that milk for nearly a week. This morning I was "caught" doing that, but I didnt even realize what I was doing was wrong. I honestly believed that I was using the store inventory, the same as another person using the cream or skim milk they set out in the coffee station.

The manager, rather than telling me to stop doing that, or better yet, making compromises by stocking the whole milk said that it is not "company policy."

First of all, I absolutely detest when a franchise/subsidiary hides behind "company policy." Second, I hate inflexible people, particularly in the service/retail/hospitality industries. Sadly, I will continue to frequent that store as I enjoy the coffee, and the truth is that they will not miss my business should I leave. I only wish that everyone out there, especially in these industries, could read "Hug your Customers," or any similar book on the importance of paramount customer service.

So, the entire car ride in to the office, Im having this conversation with myself about how I would like to compose a letter to Mobil corporate or the store itself. Sadly, I'll never do it. Equally disappointing is the amount of energy I expend in worrying about these things. I could just as easily bring in my own milk or fill up at work, or perhaps mix skim and half and half.

Thanks for your time,
Craig Kaye