I own a small ice cream and coffee shop. A couple of weeks ago, a group came in and ordered ice cream and then ordered a cappuccino (which takes a couple of minutes to make). They sat down and ate their ice cream. The employees began their drink, but then totally forgot about it sitting on the espresso machine. Thirty minutes later, the man came up to the counter angry and our employees (two white non-hispanic girls) apologized and offered to remake his drink. He demanded his money back (which we complied along with another apology). He and his girlfriend then got so angry immediately demanding home office information or franchise information (which we have none, as we are a small Mom and Pop). It infuriated them that they could not talk to someone immediately (it was Sunday and I was at the hospital with my brother who has cancer). A gentlemen in the dining room stood up and said to them "I am an off duty police officer and they have apologized, given you back your money and given you the name and number of the manager, they have done all they can for you and you need to leave the premises" They then called the sheriff's office and filled out a police report (which we have not seen). I looked on caller I.D. for their number, called them and left a message apologizing for their unpleasant experience.
Now, three weeks later they call back saying we discriminated against them because they are hispanic and are going to all of the news channels and better business bureau and this is "So much bigger than us". He yelled at me on the phone for one hour and DEMANDED I send him a letter saying we discriminated against him and wants it posted in our stores so "Everyone will know not to come to our establishments, because we discriminate against everyone". Of course, I will not send a letter because our employees just forgot the drink... that is all.. nothing nefarious.
I am heading to an attorney tomorrow morning and also going to the Sheriff's office to get a copy of that police report. It is sad that we have been in business 15 years and have never needed an attorney until today.....