Service with a smile? -A rant (novella) by addictwitha-harpoon
Okay so let me tell you what happened at work today.
So today was a pretty good day at work. We were all having a surprisingly great day, until about a half hour before the new people left and an hour and a half until the supervisor and I left.
All day it was me and two guys on the floor, both of them have only been working for a couple weeks, but hey are both really good. Naturally, since they are fun people and I’m a fun person, we were working really well together. We were laughing and generally having a great time. Around 7:00- 7:30ish, a new girl finished her videos and I was training her. She is equally as awesome as the three of us and she was learning very quickly.
At 8, some people come through the drive through asking for two large 4 by 4s, but they made us use the sugar machine by front counter rather than the one by the window. It was inconvenient, but it was okay so we just did it and carried on.
15 minutes later, two pissed off looking people came in with two large 4 by 4s. Since I had worked at the restaurant the longest, I told them that I could take care of it. I didn’t think it would be a big deal, I could remake their coffee and they’d be on their way.
But it’s me. And I have the worst luck in the entire world apparently.
So I remake their coffee once. They said it still tasted off. I told them that I could brew a newer pot of coffee, even though the one I just poured was made less than five minutes before they came in. I cleaned the coffee pot and got a fresh one started and I told the new girl to make the coffee (which she had absolutely aced at this point) while I helped out with a large order on drive through (and when I say large, their total literally came to $93.25. Like are you kidding the most expensive thing we have is like six dollars including tax) and I went back over to the trainee immediately after I was finished.
She told me that the people had made her remake the coffee because “they could smell it from behind the counter- which is a good four feet from them and there are also fresh donuts and bread sitting right there as well so they were just being assholes- and it didn’t smell fresh.” Like I literally just fucking made that. In front of you. New coffee grounds out into a new filter with a freshly clean pot and coffee filter holder thing. They literally saw me be extra careful that everything was perfectly fresh for them.
I told the new girl that it would be okay, I can make it if she went to help on drive through if they needed it.
While the coffee was brewing, I was apologizing quite a bit for the service. At this point, I was like, “I’m so sorry, this is such an inconvenience for you, I really apologize. If you want me to take your name I will leave it for the people tomorrow and they will give you two free coffees. I’ll make sure they make it right as well, with sugar from the front counter not the window. Or I could give you a coupon or something, if you’d like.” And they were just like, “whatever. It doesn’t even fucking matter. Just whatever.” One of the guys got he supervisor by saying that customers were harassing me. So she and the baker came out and I had a full audience. I didn’t even realize it tbh.
Anyway, I turned back around to check on the coffee, and it was nearly 75% of the way full, and I checked their cups to make sure there was cream and sugar. There was. When the new pot was made, I poured it in, and they said that they wouldn’t drink it. I apologized and asked how they wanted me to fix it. They said to dump everything out and start over.
I did. I dumped the coffee and made a new pot (at this point it’s the third fresh pot that was made) and dumped out their cups and put new cream and sugar in them. And they told me that they wouldn’t drink it. I apologized again and asked if I had put too much or too little of the cream or sugar. They said that by the time the coffee was made, the cream would be sitting out too long. (The coffee pot doesn’t even take three minutes to fill but whatever.) so I dumped it out. Again.
When the pot of coffee was done, I put more new cream and sugar and poured the coffee in. They rejected it yet again because there was still old cream and sugar in it, apparently. I threw away the cups (which comes out of my paycheck so that’s cool.) I apologized again and got new cups with more cream and sugar and filled it up.
But apparently this time it’s the coffee that’s been sitting to too long. (It only took me 30 seconds to put four creams and four sugars in both cups but okay.) I threw away the new cups and made another pot of coffee. So once I had FINALLY perfected the coffee and it was exactly right by their standards, I gave it to them, they took a sip, and it still didn’t taste right. I remade everything two more times, and even after they watched me make it perfectly twice, they somehow were still unsatisfied and just left.
After, I saw every single employee just huddled a ways away and as soon as I turned to them, they all immediately ran at me asking me if I was okay, and telling me I did such a great job and that I was so polite and the supervisor was saying how proud she was and that she had the manager on the phone and he was saying I did a great job also. Which was really overwhelming, but I didn’t say anything.
The supervisor then pulled me to the back and told me that she recognized the people because one of them is a manager at one of the other stores and the other was just an employee. She had me sit back with her while she called the other store yelling that “one of my employees was just completely harassed by a manager and employee at your store, I need to talk to the store owner immediately, there is no reason for this, it was ridiculous. They know how it should be made and they know that it was made properly the first time…” The people on the other line were just cracking up having a good old time because apparently, they wanted to see if we had good service or not.
So I, a minor, who technically isn’t supposed to have to deal with that stuff (a manager is, but we had no manager on duty at the time), was harassed by two grown ass adults who definitely knew better.