The Podunk Daily News published a letter to the editor today from an American tourist, a tad upset with our local retailers. Seems our recent cruise ship visitor dropped into a coffee shop for a latte and a shake and paid in the good ole American greenbacks, only to be shocked and bitterly disappointed when she received an assortment of Canadian change in return.
Our tourist from Arizona says that she saw American change in the drawer and expected that she would be receiving American coin in return for her purchase. The clerk of the coffee shop, backed up by the owner said that's not the way they do business. A reply that put her into full letter writing mode.
In her letter she said that she runs a small business in Arizona and would never treat a customer in such a rude fashion, she doesn't however mention if she keeps a ready amount of Mexican pesos in drawer to give back as change. She does state that in Mexican border cities the mercantile class always give American change back if paid in American money. She suggests that if our little burg is serious about attracting tourists here we should be more than willing to provide proper American change for their purchases.
Is this a realistic option for the local businesses? It seems rather much to expect each and every little store in Podunk to have a ready stock of American coins (not to mention other nations currencies) on hand just to make change for the convenience of a donut and a milk shake, or am I missing something from the Customer service bible? Do people expect to receive change from their home currencies when they travel to Brazil, Jamaica or Hong Kong etc? I always thought that was what banks were for. Please take a moment and let me know what you think in this great debate?
Here's the letter for your consideration.
Poor way to treat visitors
To the editor,
This letter is from a visitor, on board a cruise ship with the last stop on the trip being Prince Rupert, Canada. This was the only stop in Canada. Our group enjoyed our visit even though it was raining, until we went into a local coffee shop and purchased a latte and a shake.
We were given a total and paid for it with U. S. Money and was given change back in Canadian coins. We asked the cashier if she would please exchange the coins back for the U. S. Money that was right there in the cash drawer. We explained that we had nowhere to spend it or to trade it since were were reboarding the ship next.
The answer I received from not only the cashier but the owner as well was that they accept U. S. Money but they only give back Canadian change.
First of all, with the difference of exchange rates this is not an easy task for a lot of people, since most need the cash register to tell them the change or are they are lost. If they are going to accept U. S. currency then they should give change by the same method. But, the absolute worst part of it all was they also both laughed at us and said that it just wasn't the customary way they made change, but giving back like currency for change.
If we needed to spend it, we could just buy something else there. This behavior from a local business is not acceptable even if it is or was policy, because it reflects on everyone in the community. This is a port stop for a lot of cruise ships and the cruise lines and local authorities will be following through on this matter because the issue of change and handling of money is important and equally important to customer service, which was great everywhere else we visited. To have one "bad apple" in the barrel will affect each and every business and person in Prince Rupert, but also every visitor alike.
We are also business owners and wouldn't ever settle for an employee to treat a customer in that manner for any reason. We live near the Mexico border and if Mexico businesses accept U. S. Monies for payment they give the same for change. If you pay with their money they give you the same for change. If you can't provide proper change then just don't accept their money and then a means to do the conversions ourselves would have to be made available to the public to avoid the obvious issues that would arise from not accepting other money. This seems an easy fix and needed one if U. S. and tourists from all around the globe are going to be visiting your nice town on a regular schedule.
Sincerely,
Rachele A. Kelley
Salome, AZ
From the Prince Rupert Daily News July 26, 2005.
***Update July 28, the rebuttal**
The owner of the "offending" cafe offered up his side of the story in a follow up letter to the editor, it is recorded below.
It was no laughing matter
To the editor,
I feel compelled to give a response regarding the letter from Salome, AZ. It was in my coffee shop that she expressed what she says was an unfair exchange and mistreatment.
We pride ourselves on friendly customer service. A smile and cheerful nature was misrepresented as being laughed at.
This is what happened that day:
The customer was given back $3.21 in Canadian coin based upon a rate of $1.23. We follow the rate weekly and adjust to the dollar as necessary.
We have had this system for nine and half years without any problems.
The customer immediately reacted to this and quickly became irate over the exchange. I explained to her in a calm, polite manner that this was our policy.
She wasn't happy, so I told her that I would be glad to refund her or that she could use an alternate form of payment. Since the order was made we offered her the drinks, the paper and her money back.
She refused this suggestion and walked out. Not once did my staff member handle this situation unprofessionally.
Tourists from around the world seek out our establishment at all times of the year and never have I had an altercation with currerncy exchange.
Our goal is to provide great customer service and leave a good impression with any tourist.
Sincerely,
Judson Rowse
From The Daily News, July 28, 2005
Your humble servant from Podunk provides his two cents: I've been in the "offending" establishment a few times over my days in Podunk and have found the place to be a rather enjoyable spot to enjoy a cup of coffee and a treat, my impression is that the visitor has grossly over reacted.
This is Podunk's first year of dealing with a huge influx of cruise visitors and well some of em just aren't much fun to hang around with. There are those that are truly polite and easygoing, just looking to learn about a new location and its people and then there are those that seem to believe that we are here on this corner of earth to wait on them hand and foot, while they travel about the shore. Bordering on rude at times they seem to be of the opinion that the local podunkain people are on the payroll of the cruise ships and thus open game for all and sundry hostility.
Sorry to them, but you paid for the cruise not the land time, treat the folks on the street with respect and one suspects it will be returned ten fold in your direction.
And thus endeth the lesson!
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