When a Harvard Business School professor discovered that he was overcharged by a mere $4 at a family owned Chinese restaurant, which was unintentional, he basically declared war on them and isn’t backing down.
Boston.com reports that Ben Edelman ordered food from Sichuan Garden in Brookline Village. He thought the total should have been $53.35 for his meal, but once he discovered that it was $4 more than what he expected, all hell broke loose, despite the restaurant owner’s attempts to make him happy.
Edelman penned a scathing letter to Ran Duan, who manages the restaurant, and the two went back and forth over a series of emails. Below are the screen shots of the messages, try not to punch your monitor while you’re reading them.
In all fairness, Edelman knows a thing or two about appropriate business practices after graduating summa cum laude from Harvard and obtaining a Ph.D. in economics, topped off with a law degree. He also runs a consulting practice in which he advises big-name clients such as Microsoft, the NFL, and Universal Music on how to detect and prevent online fraud. However, it doesn’t appear as if he’s being too lenient with Duan, who is a Chinese immigrant that’s been in America since he was just 3.
Duan told Boston.com that even with the restaurant’s expansion, they don’t have the resources to devote to public relations teams or frequently updating their website. So Duan does what he can to make disgruntled customers happy again.
“I personally respond to every complaint and try to handle every situation personally,” he said.
He also said that he takes the exchange with Edelman deeply personal because he tries very hard to make everyone happy. His parents started the business back in the 1990’s, and ever since he could be involved, Duan has dedicated himself to improving it.
“I have worked so hard to make my family proud and to elevate our business,” he said. “It just broke my heart.”
Edelman told Boston.com that he told local authorities about what happened, but he doesn’t expect them to do anything. So he said he’s going to take a little time before he decides whether or not to take further legal action… over $4.
Oh, you’ll also like to know that aside from the discrepancy in the billing, Edelman said the food was “delicious.”
Being a former business owner, I can say from experience that customers like this can be very disheartening and are impossible to make happy. Some people just have to be right, regardless of whether or not it’s the right thing to do, and it would appear as if Edelman is one of those people.
For him, making his point and possibly hurting a small business owner is more important than accepting their attempts to make him happy.
Courtesy of Mad World News