Tweet
SC put in their place (long)
OK, so I'm a supervisor a bar that serves food, we can get quite busy at times, and this was on one of the busiest nights I had ever seen. It was a Tuesday night, which was unusual, so we didn't really have the staff numbers we needed.
Me = Me
MA = Manager
FC = Frightened Co-Worker
SM = Stupid Man
SW = Stupid Woman
SK = Stupid Kid
We were so busy, that our kitchen staff just werent coping, they were getting stressed and were about ready to kill each other. We had one person taking out meals for about 200 people, and two people on the bar serving about 100 people at a time. There was also an hour wait on the food, so we had customers yelling at us about the wait every five minutes, even though they were informed about it. So things were a bit stressful. My manager came up to me.
MA: OK, I'm going into the kitchen to help them with the food, so YOU are in charge of everything outside the kitchen. Any complaints, you deal with, if anyone asks, you are the manager. I know you can do it.
So she runs into the kitchen and starts cooking.
We were doing OK, people were complaining a little about how long it was taking them to get served, but there was nothing we could do about that. Suddenly, a frightened co-worker came up to me.
FC: There's about eight people over there that say they want to see the manager. I've been told you're the manager for tonight, so can you go see them?
OK, fine. I went over, and found two families sat at two tables joined together. Two sets of parents, each with two kids. They did not look happy.
Me: Hi, I was told you wanted to see the manager?
SM: You're not the manager! I manager was that lady that served us at the bar!
S**t they knew I wasn't the manager.
Me: Yes, well she's extremelly busy at the mom-
SM: You mean she's afraid to come out here and face us! And she's making YOU do her dirty work!
Me: No, she is busy, so what can I help you with?
SM: Not that we want YOUR help, but we have been waiting over an hour for this food, and we don't have our onion rings!
Me: Oh, OK then, give me two seconds and I'll find out what happened.
I went into the kitchen, and sure enough, the onion rings were sat there. The poor person who was taking all the food out on this own had simply forgotten them, as he was taking out about six meals at a time. I grabbed them, made sure they were still warm, and took them to the table.
Me: There you go. I'm really sorry about that. We're a bit overwhelmed tonight as you can see.
I turn around to head back to the bar.
SM: We're not finished with you yet! We had to wait an hour for this food! And we never even got all of it! And now our son is too tired to eat his meal because of the wait!
He points at a snoozing child.
Me: Did the bar staff inform you of the wait?
SM: Yes they did, but...
Then, the stupid mother joined in the argument
SW: Look at my son! He can't eat his food! HIS MEAL IS RUINED!
SM: *Stuffing his face with steak* Yes, how is he supposed to eat his meal?
SW: Yes, do you know what you have done? You have ruined our dinner. You have ruined our night out. You have made us never want to come in here again. WE'RE NEVER COMING IN HERE AGAIN!
All of a sudden, the other family they were with joined in the yelling. Then the stupid man started yelling. So I was stood there, in the middle of a crowded bar, with four people yelling at me so much that I couldn't understand a word they were saying.
Me: I'm sorry, I don't understand what you want me to do here. I have not come over here for you to just yell at me.
SM: We're not angry with you. We're angry with the manager. You don't get paid enough to listen to this. SHE DOES! GO AND GET THE MANAGER!
Me: I told you, she's too busy.
SW: No she's not!
SM: She's a coward.
The man then grabs me by my shoulders and starts to push me towards the kitchen door. One of our regular customers stood up, as if he was going to attack the man for grabbing me.
Me: Take your hands off me!
The man lets go, and continues to the kitchen door on his own.
Me: DON'T YOU DARE GO IN THERE!
The man continues, I run after him. At this point, one of his kids bursts out crying.
SK: Dad, please, no don't! *Sobs uncontrollably*
I get ahead of the man and block the kitchen doors. It is utter chaos. I have four adults yelling at me, and now, a bunch of kids screaming and crying. I tell him to go back to his table, and I walk into the kitchen. I bury my hands into a towel and starting screaming and swearing into it. I walk up to the manager, but she is cooking about twenty meals at once and is in a right state, more stressed than me.
Me: I'm sorry, there's this complaint, and I just can't handle it. It's getting out of control. They know I'm not the manager and they want to see you.
MA: I'm sorry, I can't, I just can't leave. Our wait on food is an hour and a half, I HAVE to get it down. Just give them a complete refund and ask them to leave.
I walk out, and offer them a refund, PLUS two bottles of wine to take away with them.
SW: Don't you dare insult us like that! We don't want anything, we want to see the manager!
I go back to the kitchen.
Me: They won't take it. They only want to see you.
MA: I'm sorry, I'm sorry, I can't. I know you can do this, you can deal with it. I know you can.
Me: One of them called you a coward.
MA: THEY DID WHAT???
The manager ripped her apron off, and stormed out the kitchen door.
MA: WHERE THE F**K IS HE???
I point to the table. The manager tells me to go back on the bar and help the poor person that has been left by theirself thanks to these customers. I wasn't on the bar one minute, when I heard the four people yelling, and the manager screaming.
MA: THAT'S IT! When you are ready to talk like civilised adults, I will be at the end of the bar!
The manager buries her face in her hands at the end of the bar. I go to talk to her. Sudden;y the phone goes. It was the stupid woman. She got the number from her reciept, but they thought it was the number for our head office.
SW: Yes, we are in one of your bars, and we were just speaking to the manager, and she was very rude to us...
MA: You're STILL talking to her, and she's STILL waiting at the end of the bar.
The manager hangs up, and the stupid woman storms up to the bar.
SW: HOW DARE Y-
MA: NO! How dare you! How dare you come into my pub and speak to my staff in that manner!
SW: We came in here for a nice meal, and we had to wait an hour for our food! It's crowded and it's noisey and our son can't eat his meal because he is so tired!
MA: Were you told of the wait-
SW: And then you send over one of your slaves because you are too afraid to deal with the problem yourself!
The manager points at me.
MA: HE is bar supervisor. HE is in charge out here! HE is not a slave. You have completely undermined his position by treating him that way. He can deal with complaints, he can do refunds, he can give you Head Office's number, so why was that not good enough?
SW: But we had to wait an hour for the food!
MA: Was there anything wrong with your food? Were you told of the wait?
SW: No there was nothing wrong with it, and we were told of the wait, but that's not the point!
MA: So what is the point? Why are you complaining? You knew what you were getting into when you ordered, you knew you were going to wait!
SW: But my son...
MA: AND THEN, you don't complain, you yell. You act like school children, screaming and yelling until you get what you want. When you complain, you complain in a civilised manner. You DO NOT yell. All four of you were yelling at us at once, how are we supposed to deal with that? Would you take that?
The stupid woman is beginning to loose her confidence.
SW: But...we...never...got...our...onion...rings....
MA: THEN, you take me away from the kitchen! You're complaining about how long you had to wait! Yet, you have just increased the wait by taking me away! You have now made every other customer in this bar suffer!
The stupid woman is now looking VERY embarassed, and has several people looking at her. The manager opens a till, takes out some money, and proceeds to hand it to her.
MA: Here is your refund, and here is Head Office's number should you wish to pursue this complaint. I hope you enjoyed your onion rings.
The stupid woman walks back to her table silently, with her head bowed slightly in shame.
Even though I think she shouldn't have recieved the refund, it was worth it just to see her knocked down like that. The two families must have snuck out the pub because I didn't notice them leave, and the complaint wasn't pursued.
Me = Me
MA = Manager
FC = Frightened Co-Worker
SM = Stupid Man
SW = Stupid Woman
SK = Stupid Kid
We were so busy, that our kitchen staff just werent coping, they were getting stressed and were about ready to kill each other. We had one person taking out meals for about 200 people, and two people on the bar serving about 100 people at a time. There was also an hour wait on the food, so we had customers yelling at us about the wait every five minutes, even though they were informed about it. So things were a bit stressful. My manager came up to me.
MA: OK, I'm going into the kitchen to help them with the food, so YOU are in charge of everything outside the kitchen. Any complaints, you deal with, if anyone asks, you are the manager. I know you can do it.
So she runs into the kitchen and starts cooking.
We were doing OK, people were complaining a little about how long it was taking them to get served, but there was nothing we could do about that. Suddenly, a frightened co-worker came up to me.
FC: There's about eight people over there that say they want to see the manager. I've been told you're the manager for tonight, so can you go see them?
OK, fine. I went over, and found two families sat at two tables joined together. Two sets of parents, each with two kids. They did not look happy.
Me: Hi, I was told you wanted to see the manager?
SM: You're not the manager! I manager was that lady that served us at the bar!
S**t they knew I wasn't the manager.
Me: Yes, well she's extremelly busy at the mom-
SM: You mean she's afraid to come out here and face us! And she's making YOU do her dirty work!
Me: No, she is busy, so what can I help you with?
SM: Not that we want YOUR help, but we have been waiting over an hour for this food, and we don't have our onion rings!
Me: Oh, OK then, give me two seconds and I'll find out what happened.
I went into the kitchen, and sure enough, the onion rings were sat there. The poor person who was taking all the food out on this own had simply forgotten them, as he was taking out about six meals at a time. I grabbed them, made sure they were still warm, and took them to the table.
Me: There you go. I'm really sorry about that. We're a bit overwhelmed tonight as you can see.
I turn around to head back to the bar.
SM: We're not finished with you yet! We had to wait an hour for this food! And we never even got all of it! And now our son is too tired to eat his meal because of the wait!
He points at a snoozing child.
Me: Did the bar staff inform you of the wait?
SM: Yes they did, but...
Then, the stupid mother joined in the argument
SW: Look at my son! He can't eat his food! HIS MEAL IS RUINED!
SM: *Stuffing his face with steak* Yes, how is he supposed to eat his meal?
SW: Yes, do you know what you have done? You have ruined our dinner. You have ruined our night out. You have made us never want to come in here again. WE'RE NEVER COMING IN HERE AGAIN!
All of a sudden, the other family they were with joined in the yelling. Then the stupid man started yelling. So I was stood there, in the middle of a crowded bar, with four people yelling at me so much that I couldn't understand a word they were saying.
Me: I'm sorry, I don't understand what you want me to do here. I have not come over here for you to just yell at me.
SM: We're not angry with you. We're angry with the manager. You don't get paid enough to listen to this. SHE DOES! GO AND GET THE MANAGER!
Me: I told you, she's too busy.
SW: No she's not!
SM: She's a coward.
The man then grabs me by my shoulders and starts to push me towards the kitchen door. One of our regular customers stood up, as if he was going to attack the man for grabbing me.
Me: Take your hands off me!
The man lets go, and continues to the kitchen door on his own.
Me: DON'T YOU DARE GO IN THERE!
The man continues, I run after him. At this point, one of his kids bursts out crying.
SK: Dad, please, no don't! *Sobs uncontrollably*
I get ahead of the man and block the kitchen doors. It is utter chaos. I have four adults yelling at me, and now, a bunch of kids screaming and crying. I tell him to go back to his table, and I walk into the kitchen. I bury my hands into a towel and starting screaming and swearing into it. I walk up to the manager, but she is cooking about twenty meals at once and is in a right state, more stressed than me.
Me: I'm sorry, there's this complaint, and I just can't handle it. It's getting out of control. They know I'm not the manager and they want to see you.
MA: I'm sorry, I can't, I just can't leave. Our wait on food is an hour and a half, I HAVE to get it down. Just give them a complete refund and ask them to leave.
I walk out, and offer them a refund, PLUS two bottles of wine to take away with them.
SW: Don't you dare insult us like that! We don't want anything, we want to see the manager!
I go back to the kitchen.
Me: They won't take it. They only want to see you.
MA: I'm sorry, I'm sorry, I can't. I know you can do this, you can deal with it. I know you can.
Me: One of them called you a coward.
MA: THEY DID WHAT???
The manager ripped her apron off, and stormed out the kitchen door.
MA: WHERE THE F**K IS HE???
I point to the table. The manager tells me to go back on the bar and help the poor person that has been left by theirself thanks to these customers. I wasn't on the bar one minute, when I heard the four people yelling, and the manager screaming.
MA: THAT'S IT! When you are ready to talk like civilised adults, I will be at the end of the bar!
The manager buries her face in her hands at the end of the bar. I go to talk to her. Sudden;y the phone goes. It was the stupid woman. She got the number from her reciept, but they thought it was the number for our head office.
SW: Yes, we are in one of your bars, and we were just speaking to the manager, and she was very rude to us...
MA: You're STILL talking to her, and she's STILL waiting at the end of the bar.
The manager hangs up, and the stupid woman storms up to the bar.
SW: HOW DARE Y-
MA: NO! How dare you! How dare you come into my pub and speak to my staff in that manner!
SW: We came in here for a nice meal, and we had to wait an hour for our food! It's crowded and it's noisey and our son can't eat his meal because he is so tired!
MA: Were you told of the wait-
SW: And then you send over one of your slaves because you are too afraid to deal with the problem yourself!
The manager points at me.
MA: HE is bar supervisor. HE is in charge out here! HE is not a slave. You have completely undermined his position by treating him that way. He can deal with complaints, he can do refunds, he can give you Head Office's number, so why was that not good enough?
SW: But we had to wait an hour for the food!
MA: Was there anything wrong with your food? Were you told of the wait?
SW: No there was nothing wrong with it, and we were told of the wait, but that's not the point!
MA: So what is the point? Why are you complaining? You knew what you were getting into when you ordered, you knew you were going to wait!
SW: But my son...
MA: AND THEN, you don't complain, you yell. You act like school children, screaming and yelling until you get what you want. When you complain, you complain in a civilised manner. You DO NOT yell. All four of you were yelling at us at once, how are we supposed to deal with that? Would you take that?
The stupid woman is beginning to loose her confidence.
SW: But...we...never...got...our...onion...rings....
MA: THEN, you take me away from the kitchen! You're complaining about how long you had to wait! Yet, you have just increased the wait by taking me away! You have now made every other customer in this bar suffer!
The stupid woman is now looking VERY embarassed, and has several people looking at her. The manager opens a till, takes out some money, and proceeds to hand it to her.
MA: Here is your refund, and here is Head Office's number should you wish to pursue this complaint. I hope you enjoyed your onion rings.
The stupid woman walks back to her table silently, with her head bowed slightly in shame.
Even though I think she shouldn't have recieved the refund, it was worth it just to see her knocked down like that. The two families must have snuck out the pub because I didn't notice them leave, and the complaint wasn't pursued.
Hmmmmm......I wonder what is most likely to emotionally scar a child for life.
Comment