I taught someone a thing or two about respect, and that people in the food service industry aren't just monotonous robots there for your benefit.
I work in a movie theater, and this entire week I've been scheduled to close the concession bar so far. So I start at 6:00 and work till the day is done. Night time rushes are the worst.
We didn't expect Sunday to be busy, but somehow it was. It wouldn't of been to bad if everything stayed in working order. But of course some moron forgot to put more popcorn on after emptying the finished batch. When we finally realized that and put more on, we already knew popcorn was going to run low. It couldn't keep up, the lines built up and the crowd's tension rose.
So finally one couple comes up to my till, and right off the bat, with the wife's attitude I knew they would be a problem. We have a special card that allows members to get points as well as 10% off concession purchases. She didn't have the card, but she had the number. We're not allowed to just punch in the number, but she used the whole "They let me do it over there!" They probably did, and shouldn't have, and with the amount of customers we had, I didn't want to argue. So I looked at my manager, she gave me a nod knowing why and I just put it through.
So the customers, clearly, by the look on their faces, ticked that they had to wait so long in line, make their order. 2 regular drinks and 2 large popcorns each with layered butter. A normal order. A lot of people ask to have butter in the middle and on top of the popcorn, and I don't blame them. Nor was I miffed at the fact that they ordered 2 large popcorns in the middle of our popcorn crisis, they're the ones who have to wait.
So both poppers are empty. I go to one, popcorn starts coming out. Right out of the kettle I fill both bags half way, and put on the first layers of butter. Fill them both up to the top, put one layer on the top of one popcorn, and then the butter runs out. I ask a co-worker to fill it so I can put on the final layer, and tell him I'll be right back as I finish up and see if they want anything else. I figure they've waited this long, might as well be nice. Why make them wait longer?
This is where things took a bad turn. I go back, and the male customer immediately complains that there is no butter on the top of one popcorn before I even set it down. I politely explain that I'm waiting for a co-worker to refill the butter so that I can put the last layer on. Somehow this doesn't sit well with him, and he requests that I get him fresh popcorn and 'fresh butter' (It comes out of a warmer, which I also told him)
I gave him the most dumbfounded look for about half a second while thinking "This guy has waiting in line this long because of a lack of popcorn, and now wants me to dump (can't put buttered popcorn back in the popper) two, full, LARGE bags of popcorn that is fresh out of the kettle considering that the only stuff ANYONE in line is getting is right out of the kettle since the popper itself is empty, and his idea of being a jerk is waiting LONGER for more popcorn, because he doesn't want to wait 10 more seconds for his final layer of butter?" I decided not to explain this to him, I didn't want to argue, not with the crowd as it was. If we weren't like this, I would've told him and probably gotten a medal for it. Instead, I got one for what I did next.
I said fine, dumped the popcorn, refilled it and put on the 4 "fresh" layers of butter. Now, we're supposed to charge per layer. I know how expensive the stuff is, so at first I was being nice and only charging for 2 layers (1 per popcorn) rather than all 4. But after what he pulled, I decided not to bend the rules... as much.
Not only did I add the two layers of butter I wasn't charging for, but I added the other 4 that he had added on to his "fresh" refills. I also added another 2 for wasting my time, as well as popcorn in the middle of the rush.
So where in the end he got 4 layers, and could've been charged for 2, he got charged for 10. I didn't mention this as I did it, and he asked why the price went up. I informed him that he wanted more butter and therefore we had to charge for it. He payed and took off in a huff. My manager loved me for it, and I felt proud of myself.
But thats not the end of the story. Later on in the night, in our final rush before closing. I was serving customers quickly and efficiently. My line and the line of my friend beside me, were moving the fastest. This is because not only are we good at our jobs, we'd just played A Lord of the Rings video game and she thought it a good idea to pull the whole thing in the 3rd movie where they keep count of their kills, where instead we yelled out our count of customers.
As a side story, I helped out a couple in that line who had to pay with a $100 bill, but we don't accept them. After helping them out and conversing with them a bit, they left me a tip. That made me happy.
But as I was looking through the crowds during this rush, to get an idea of the work involved, I saw the guy I served last rush. I only saw him for a second, and he was looking my way. He noticed how fast my line was going, and he came over to it.
I'm assuming he remembered our last encounter, because never before have I been treated so politely and with so much respect from the typical customer.
I do believe I taught that man a lesson.
On another note: That competition between me and my friend, I won. Albeit by one customer. It went eerily the same as the situation it was based off though. She had a group of 5 or 6 people come to her till and make an order on 3 separate bills. I watched, and when she finished and looked at me, it was only right to tell her it still only counted as one.
|
|
Bookmarks