Behaving Like A (B)Rat
(I work in a place that is well known for sausage rolls and coffee. All is going well for a quiet Tuesday afternoon and I haven’t served a customer in about five minutes. In comes an old fella who I don’t recognize as a regular. He places a sandwich on the counter. I ask in my usual friendly way, as upselling is an unfortunate part of the job:)
Me: “You can get a hot or cold drink with that for an extra 40p.”
Customer: *replies, colder than the British weather this week* “Did I say I wanted a drink?”
Me: *a little taken aback by his sour tone* “No, but I am required to ask.”
Customer: *grumbling hard* “I don’t want a d*** drink. All you want is to make me spend more money. I don’t like spending money.”
(Makes me wonder why he bothered coming in to buy anything in the first place, but I don’t say it aloud.)
Me: “Okay, then. That’s [price] on its own.”
Customer: *with an attitude like a toddler and obviously trying to pick a fight* “No, I don’t want it now. I wouldn’t feed it to the rats.”
Me: “That’s fine.”
(He huffs off and leaves. I am too caught off-guard to even make a witty comment about the ironic situation. About thirty minutes later, he returns. Luckily, my boss is on a break and I’m the only one here; otherwise, I’d never normally be this naughty.)
Customer: *a little less bitter now* “Two sausage rolls.”
Me: “You want sausage rolls from here? I’m sorry, but I can only give these to the rats.”
(I eventually got a small apology out of him — I was astounded! — and the rest of the transaction went all right. Just goes to show that sometimes it’s good to be a little cocky back, even if you’re not supposed to.)
Question of the Week
Have you ever served a bad customer who got what they deserved?