I want to share with you a great customer service experience that I had with the Lenny's Sandwich Shop owner, Chester.

This past Tuesday we went to the Lenny's on Highway 98 and ordered two 12 inch sandwiches (about $9.98 each). I made mine the combo, which meant that for another $1.99 I got a soft drink and chips. I also ordered a cup of water for Hollie. I had already signed the charge slip when I realized that they had charged me $1.50 for a cup of water. I questioned our server and he said that it was store policy since a cup was used and we used the soft drink machine to get ice and the water. I very nicely told him that I thought that was not right and asked if I could speak to the manager. The manager wasn't there, but there were two other employees and I'm not sure if they were paying attention or not. I told the server that if that was their policy, although he was just doing his job, I would be contacting the manager later.

When I got home, I got on the franchise website and sent an email to the main office. This morning I got a call from the owner of the local Lenny's telling me how sorry he was and that the store did not charge for water. He said that the server was a new employee and had just made a mistake. He then told me that he wanted to keep me as a customer and hoped that I would accept a party tray which included 3 sandwiches, 10 bags of chips, 10 cookies, and a gallon of tea. Of course I accepted. This is one smart owner because I will tell all my friends and I will certainly continue to go to that store.

Just now, while checking my email, I got the following message from the Lenny's server:

"Hello this is the casher that charged you for the water. I am sorry I shouldn't have charged you for the water. I should have asked a supervisor what our policy was on the water from the machine. We would greatly appreciate it if you would come back and visit us. Chester, our owner, left a message with you and we would like to give you a complementary party platter to make up for my mistake. I do deeply apologize for my mistake."

Like I told the owner, I do appreciate such great customer service!

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Becky Ryder
hryder29@comcast.net
Hattiesburg, MS