Forgiveness is rewarding. And humbling. If you give people a chance to correct their mistake, they might surprise you two-fold.
Today, on Thanksgiving Day, I rushed to Coco’s to pick up the banana cream pie that I ordered for a party. I called yesterday afternoon, well before the 5 pm pre-order deadline. When I arrived, there was a long line that went into the outside sidewalks for pre-order and regular pick up. Employees were trying to sort out pre-paid, pre-order but not paid, etc. It was just chaos. And then I overheard that they were out of banana cream pie. I was still in the middle of the line and got a little nervous. Long story short, they were out of banana cream pies and they could not find my order.
I was livid. I was craving banana cream pie and I wanted to bring it to the party.
One of the employees said she would get the manager but I was just pissed. I left, drove away.
Then I realized that it’s Thanksgiving and where the heck was I going to find another decent pie? Also, looking for another place would just create work for me. I decided that I would go back, speak to the manager, and my “demand” would be to just get a pie and pay right away, instead of stand in the long line.
I walked up, asked to speak to the manager (I’m calm by now), and waited a couple of minutes. I explained the situation and she gave me my pie options. I told her I would just get one pecan. She gave me the bag and I walked up to the register and took out a $20 bill. She would not take it, sincerely apologized, and explained that it was chaotic and that she hoped I had a better day. She gave me two pies. She was genuinely nice– calming.
I was humbled. When I was driving away, I thought about writing a Yelp review and vowing never to eat there again. Even though my original intent of driving back was out of desperation and selfishness, I would like to think that there was a part of me that wanted to give Coco’s a chance to correct their mistake. Oftentimes, we end relationships with people and businesses without giving them a chance to respond. We forget that there were factors that played into the situations and that they were people, too. Businesses were also made up of people with feelings and were fallible.
So on this day of Thanksgiving, I am adding the manager of Coco’s Culver City on my list of people for whom I am thankful.