Cookies Of Entitlement Crumble Easier

, , , , | Right | May 7, 2019

(I work in a café as a barista. The café is a chain, but my store is just a small kiosk inside a grocery store. Almost all of our customers are people who just stop to get a coffee while getting their groceries, so we don’t get very busy. Most days I work the evening shift alone as I only get a handful of customers per hour and there is no need to have anyone else there with me. This means I have to work the till and the espresso machine myself. I am working one night when a regular customer comes in with his grocery shopping and orders multiple drinks to take home to his family. I ring him up, give him his change, and walk over to the espresso machine to start making his drinks. Another customer with a stroller walks up to the till. I smile at her.)

Me: “Hi there. I’ll be with you in just a few minutes; I’m working alone tonight.”

Customer: “I’ll have a cookie.”

Me: “No problem, ma’am. I just need to finish off the drinks I’m making for this customer, and then I’ll be right with you.”

(She immediately starts huffing and tapping her nails on the counter, making a big show of the fact that she has to wait. I’m trying to avoid looking at her but I finally do have to look over to make sure no one else is waiting behind her. As soon as she sees me look in her direction, she tries to get my attention.)

Customer: “I’ll have a cookie, please!”

Me: “I’ll be able to get your cookie in a moment, just as soon as I’m done making these drinks.”

(By this time, all the espresso is done brewing and I’m just adding the steamed milk and toppings to the drinks. I probably would be another two minutes, but she carries on.)

Customer: “This is ridiculous! I want my cookie now! Why can’t you stop making the drinks and come sell me a cookie?”

Me: “I’m sorry, ma’am, but it’s company policy that when only one person is working, we need to finish each order before taking a new one. Otherwise, if I got busy, I could end up standing at the till taking orders forever with no one to make them. It’s the way my manager wants things done, and it’s my job to listen.”

Customer: *starts yelling and swearing* “I’ll be talking to your manager about how rude and lazy you are! My son wants a cookie and we want it now!

(Her son starts to cry because her yelling has woken him up.)

Customer: “See?! You’ve upset him! My little boy has waited all day for his chocolate chip cookie and now you’re telling me he can’t have one!”

Me: “Ma’am, I never said he can’t have one—“

Customer: “Forget it! I’m calling your manager and I’m having you fired!”

(She stormed off in a huff and I handed the now-finished drinks to my first customer, who said something about being sorry I have to deal with people like that. I made a note in our communication binder about what happened in case she does complain to corporate about me, but she didn’t. Thankfully, I never saw her again.)

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