The "Fatty"

[SG15Z]

So first a little background. As most of you know I work at Kroger up on the Front End. Most of the time I'm either on UScan, or FES. But I'm also a Batista at our Starbucks. Now when it first opened I was mainly over there most of the time. Now I'm only there once a week (curse you CSM!!) I really like it over there, but my CSM likes me more so I'm stuck on the FE . Anyway many months back I was working at the bucks about an hour or so before closing trying to get all the closing tasks done so I can go home on time. Then we get this huge ass drink order from this lady. Thankfully there were three of us so I was able to help the barista make the drinks while the other CW kept the line moving at the POS. Well I finish all the cold drinks and come to the hot bar to help finish all the hot drinks in that larger order.

Me:
SC: The was nice but not anymore customer
CW1: The Barista I was helping
CW2: The person at the register

(note all my CWs are standing right next to me.

Me: *looks through the cups seeing the drinks so I know what we're making and is quietly (as in I can't even hear what I'm saying) muttering the drinks to myself*
SC: What did you just say?!
Me: *looks around seeing who shes talking to even though I didn't hear anything* Huh?
SC: Did you just say something about that <insert ridiculously complicated and fattening drink>
Me: *Looks down noticing the drink he was just holding was not the drink she just mentioned* Um...No.
SC: *Has that look* Hm...I thought you said something.
Me: *goes back to making drinks thinking that was the end*

We finish the drinks and then it began...

*$M: The Starbucks Manager

SC: Is there anyway I can speak to the manager.
Me: *Oh crap here we go*
CW2: Well she's only here in the mornings. Is there anything wrong?
Me: *ignores the question* So she'll be here in the morning.
CW1: Yes she opens so she'll be here till about 1pm.
SC: Ok *grabs her drinks and leaves*
Me: What just happened?
CW1: What was that about?
CW2: I didn't hear you say anything. Did you?
Me: No I didn't.
CW2: Ok Ill leave a note for *$M just in case she comes back.

All is well after that and CW2 goes home and me and CW1 finish up a few things so we can close up. But then a guy comes in and the hurricane begins to blow.

AH: Angry SC'S Husband

AH: *Looks around the kiosk and sees me* Are you the on that called my wife a fatty!
Me: Um no I didn't say anything.
AH: Well she said you looked at her drink and said "Oh it's 'fatties' drink"!
Me: Um no I didn't...
CW1: Yeah I was standing right next to him and I didn't hear him say anything.
AH: Well is there anyway I can speak to the manager. Is there an emergency contact number or anything.
Me: *Goes back to doing our tasks trying to avoid his glare and let CW1 deal with him thinking it be best not to make the situation worse. Plus I hate confrontation. Plus we were behind and needed to get stuff done.*

CW1 gives him *$M's phone # which was a bad idea but the guy wouldn't leave so she basically caved. I knew our manager was not going to be happy later. And he leaves, thank God!

Well the next day I came in a bit early around 9 or 10 or so. *$M asked about last night and was a bit upset cause her phone rang really late last night and she didn't answer but got a very vague voice message. I tried to explain what happened and showed her the note, but she still seemed confused about the whole thing. I then go on break and eat casually in our little cafe area when I see "fatty". *God help me* And I try not to look at her and hopes she leaves before my breaks over so she never sees me. She goes off to the side and talks with *$M and I go back to work. then *$M comes over grabs a recovery coupon (a coupon for a free drink) and asks me to go over there and apologize.



Me: But I didn't say anything
*$M: Well this lady is really upset and I need you to go and apologize.
Me: fine

I go over there and tell the SC some BS about I don't remember saying anything but I apologize, yadda yadda yadda. The whole time she has that look and says "Yeah you better" takes the coupon and leaves.

*$M: Ok from now on just watch what you're saying around customers.
Me: But I didn't say anything!!!
*$M: I know just be carefully what you say from now on.
Me:

Well thankfully that SC never came back, but ever since then people have thought that I really did call the customer a fatty and had to tell them I didn't. i mean seriously I had eye witnesses and you still don't believe me! Ugh I hate Managers that have no backbone!

So yeah that's the "Fatty" story.
How did RootedPhoenix put it once.
"People like that are the wrong kind of amazing"

[Automan Empire]

I'll never forget being 19 years old, working at a tire store. Customers are NOT allowed to stay in the car in the bay while it is being worked on. However, one day this REALLY BIG fellow came in to get tires. The manager wrote him up in the car, and I guided the customer into the bay.

Normally, people get right out of the car themselves and head for the air conditioned office, but this guy just sat there like Jabba the Hutt. I went to the window, and said very politely, "Sir, you'll have to wait outside while we work on this." He sat still for a second, then said loudly, "What? You need my WEIGHT out of the car?" I stammered apologies and explanations for a few seconds, until he busted up laughing and said he was only kidding me! He was REALLY BIG, and it was probably an ergonomic nightmare getting in and out, so we ended up just letting him sit in the car anyway.

That was one of the few times I ever found it funny, when someone joked about being a sucky customer. I should mention that I have nothing against large people; I've had several BIG girlfriends over the years. That's a whole 'nuther topic, for a whole 'nuther board, tho'.

[bainsidhe]

You shouldn't have apologized in a way that *potentially* admitted wrongdoing, regardless of what the SC and manager wanted.

At the most, you might've said you appreciated the customer's concerns and were equally upset at how she thought she heard you say something offensive. That you would never insult or say something offensive like that to a customer and that you hold yourself to a higher standard. If you're going to say you're sorry, say you're sorry how she's upset and sorry that she misheard you. Make sure you say it in a serious empathetic voice, so the customer (hopefully) doesn't think you're being flip. Seems to me she was looking for a fight anyway, so anything you do say will probably be taken with a grain of salt.

Sucks that you still have to keep defending yourself at work, though.

[Irving Patrick Freleigh]

From what I've read about Lottabucks...oops, I mean Starbucks...this story doesn't surprise me.

Sounds like they're fully into the "customer is always right" line of thinking and one has to have his/her spine surgically removed in order to hold a supervisory position there.

If I were in that situation, my apology to the customer would be as follows: "I'm sorry you misheard me and decided to make a mountain out of a molehill, if not nothing at all." And that's if I were in a good mood.

[depechemodefan]

It's a shame your manager caved in.

[rerant]

That manager is a douche, plain and simple.

[Leopardmadcat]

*$M: Well this lady is really upset and I need you to go and apologize.

O.k.... "I'm sorry mamme that you're a douchebag psychobitch who's drunk so much that they're hearing things that haven't been said or even contemplated. I'm even sorrier still about working for a spineless heap of walking corporate shit that caves in to every little whinny brat who wants a free drink. Now if you will excuse me I'll be mixing up your next cocktale lovingly spiked with cactus juice and scorpion venom."

Or so we all wish...

[scroob]

hopping on the bandwagon here. i had a similar situation a while back (a cust overheard a convo about something that wasn't their business.) its a shame ur manager was a moron. but you did cave too easily. stand up for yourself. was there anyone to corroborate your story?

[tropicsgoddess]

I can't believe your manager didn't hear your end of the story, but did with the SC. Worse is that your manager went into the spineless route for an SC who took something you said (that wasn't offensive) and completely misconstrued it.

[karath]

Yeah, starbucks is really into the whole "customer is always right" thing...I'd guess because it typically doesn't cost very much for them to make customers happy, but really, forcing you to apologize when you had witnesses testifying that you didn't say anything? That's just moronic!

[RootedPhoenix]

How did RootedPhoenix put it once.
"People like that are the wrong kind of amazing"

That quote made my day.

What is it about some companies that they have to remove manager's spines like that? Yipe. *offers cake*

[Meegz]

You know that you're dealing with a severely bitter customer that they have to stretch hearing something like that. They probably call out a lot of employees in stores for that same reason. I can see that customer doing something like that in a clothing store.
Employee: *talking to self about order* okay, 4 large shirts, 3 large--
SC: "WHAAAAT? ARE YOU SAYING SOMETHING TO ME???"

Its insane how it seems you have to act so PC about everything.

I'm so sorry you had to apologize for doing nothing wrong!!! That would rack up points towards wanting to leave that job. To me, a manager sticks to the rules. After that, let the customer go up further than that. Its the spineless managers that act like THEY are in total control that ruins it. My boyfriend worked at Harrbucks and his manager was the same way. Because you know, that store is losing TERRIBLE money if they don't keep the menstrual customers.

[Samaliel]

From what I've read about Lottabucks...oops, I mean Starbucks...this story doesn't surprise me.

Sounds like they're fully into the "customer is always right" line of thinking

Yeah, starbucks is really into the whole "customer is always right" thing...

Yeah, I was thinking about that when I was at one last Sunday (I grabbed a Chocolate Frappuccino, an orange juice and a salad between two movie screenings) and saw the sign stating "if your drink isn't perfect, we will make another one for you". I instantly thought "ugh, some nice SC magnet, they have here".

[protege]

I instantly thought "ugh, some nice SC magnet they, have here".

At least it's coming back to haunt them. How many hundreds of stores did Starfucks close recently?

[Samaliel]

I don't know. Not that I care, anyway. I just wish I could find some kind of similar coffee shop that isn't part of a huge corporate monster and that doesn't sell overpriced product for the brand name's sake. But I don't think there are many of these out here, and with no other way to explain what I'm looking for other than "a place like Starbucks that isn't a Starbucks", I'm not going anywhere soon.

I like the local fresh fruit juice bar, though.