Doctor E.
Yelp
My family and I were at Clever Cow recently, and we wanted to comment on a repeated behavior that I've observed. Our daughter is a young teenager and who has struggled since the start of the pandemic with anxiety about being in stores and in public. When she is anxious, she tends to be quiet. It's fine - it's her way of coping with things, and we respect that. But on 3 occasions over the past year, when she's attempted to order ice cream and the manager, April, couldn't hear her voice over the music, April has been consistently rude to her. Most recently after saying she couldn't hear her order, she referred to our daughter - in front of her and us - in the third person, saying loudly "Can someone translate for her"? That was offensive and disrespectful to her, and to us.
We know that the store has been slammed with the busy season, and at the end of a long day the staff and manager are probably tired of the same thing over and over - taking orders, scooping, etc. We know the staff had to weather the pandemic, and we know that hiring has been a challenge for business on the island. Here's the thing: we know it's been hard for you, and we are willing to acknowledge it and understand it and be friendly and compassionate and respectful to you - even when you're stressed (especially when you appear stressed). Despite the fact that your attitude was insulting and rude (again), we were still nice. We still tipped. We still supported your business.
The manager, on the other hand, couldn't see past her own frustrations and intimidated/humiliated a teenage girl - a young woman who is part of this community. I would hope that an independent businesswoman would want to be seen as a role model for teenage girls. But instead, to her you're now just "the mean ice cream woman," and that's a real shame. April - you took a nice day and a nice visit and put a black mark on it because you couldn't keep your emotions in check.
I sincerely hoped that what has happened with our daughter - on three occasions now - was just a fluke. But the fact that I've seen this behavior three times tells me that it's not (also, I've read all of the 1-star reviews on Yelp and this behavior features in there prominently).
We'll certainly keep going to Clever Cow - we will not let one rude person ruin it for us. But before bringing friends or visitors in we're going to warn them, "Well, the ice cream is great, but the owner can be rude."
I hope that the manager and the owners reflect on this. This is an easy fix: just be nicer to your customers. They want you to succeed.