Hasn’t Got A Lot On His Plate

, , , , , | Right | May 9, 2019

(I am the senior member of staff on the evening shift. I’m around 18 years old, but I look a lot younger. Two other colleagues are in their late 20s, but have worked at the cafe for less than three months, so I am the manager for the evening. A customer comes up to us with a completely clear plate.)

Customer: “I’m not happy with these pancakes.”

Me: “Oh, I’m sorry to hear that, but it appears you ate them, regardless. If you would like to provide feedback to the chefs, I will be happy to pass it along.”

Customer: “No, I want a new meal and a refund.”

Me: “I’m sorry, but I can’t do that; you have eaten the meal. If you had let me know there was a problem earlier, I would have happily taken them back to the kitchen for you or given you a refund, but you did seem to enjoy the meal enough to eat the whole thing.”

Customer: “No, this is unacceptable. I demand to speak to your manager.”

(My older colleagues are standing behind the service bar at this time and the customer is looking between them, expecting one of them to step forward.)

Me: “I am the manager on duty, so you are speaking to the manager.”

Customer: “No, you’re not the manager.”

Me: “I wouldn’t be allowed to say I was the manager if I wasn’t.”

Customer: “I want to speak to the other manager.”

Me: “There is no other manager. You’re welcome to come back later when my supervisor will be here; however, they won’t be on shift for a few days.” *gives them the date and time*

Customer: “This is unbelievable, letting someone like you be manager! You’re in high school!”

Me: “Regardless of if I am in high school or university, or if I’m a full-time worker here, it doesn’t make me any less the manager. If you would like, I can take your plate.”

Customer: *slams the plate on the bench and walks away*

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