(we have breakfast meals that include a hashbrown and a
small coffee but customers can substitute any drink for an additional charge. I
am helping an elderly couple)
Woman: So what can we get to drink with the meals?
Me: They come with a small coffee but you can get
anything (The couple orders and then sits down. A few minutes later the women
comes back with her receipt)
Woman: I don’t care, I’ll pay for it this time but why was
I charged for this?
Me: It’s a drink upchage. The drink you ordered costs
more than a small coffee so we had to charge you for it (at this point my
manager comes over)
Woman: You didn’t tell me that! I didn’t know!
Manager: *points to the menuboard which clearly states
some drinks have an additional charge* It says it right there, ma'am
Woman: *points at me* Well I wouldn’t have gotten it if
I’d know! You better learn it next time!