Old Scam Mismanaged

I am the acting manager on the floor. My general manager will often come to work on the weekends so he can be aware of how all shifts are running. During these times, he allows whichever manager-on-duty is scheduled to continue to act as manager while he works as a team member, working whatever position he needs to and deferring to us for decisions. My manager has worked all shifts all days of the week and knows all the regulars by name.

This particular Saturday, I am acting manager-on-duty while my general manager works the front register. A lady came running in with one of our cups.

Customer: “I just came through the drive-thru and my latte has froth on it! I’m here all the time and you always get it wrong!”

Outside the fact that a latte always has foam on it unless a customer specifically asks for no foam, this is a woman I have never seen before and, by the look on his face, my manager hasn’t, either.

Manager: “Well, ma’am—”

He can’t get anything else in edgewise as the woman keeps ranting, so he finally just waits for her to finish. She ends with:

Customer: “I am a regular here and this is ridiculous! I personally know the manager and will see you all fired.”

I look at my manager curiously, waiting to see what he does. He sighs.

Manager: “Actually, ma’am, I am the general manager at this location, and I have never seen you before.”

At this, the lady became very red and left quickly. My manager, the other workers, and I all burst out laughing.

Moral of the story: if you are going to play the “I know the manager!” card, make sure you aren’t talking TO the manager!