The customer is NOT always right!

Some Customers Like To Stir Things Up

, , , | Right | August 2, 2021

I work the front counter at a very popular fast food chain. An old man comes up to the counter, looking a little upset.

Me: “Hello, sir, welcome to [Chain]! How can I help you?”

Customer: “I just came here a few minutes ago and got coffee from that lady over there, and she never gave me a stir stick or a napkin.”

Me: “I’m sorry about that, sir, but we don’t hand out stir sticks or napkins for coffee orders. You can pick one up at our counter over there—” *points* “—or just ask next time.”

Customer: “Well, I’d prefer it if you’d just give them to me when I get my coffee!”

Me: “I’m sorry, sir. I’ll make sure to give you one next time you come in.”

Customer: “There probably won’t be a next time. I’m over ninety, and I could die next week!”

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That Isn’t Rewarding Behavior

, , , | Right | August 1, 2021

I work at a popular fast food chain. One day, I’m working at the front counter when an old lady comes up and orders food.

Me: “Okay, ma’am, you can just tap your debit card on our reader in front of you.”

She taps her card, then pulls out the fast food place’s app on her phone, which we can scan for points but only before she pays.

Customer: “Can you scan my card for points now?”

Me: “I’m sorry, ma’am, but you should have told me you had a rewards card before you paid. I can only scan that before you pay or the benefits won’t apply.”

Customer: “That’s nonsense! My sister went to another [Chain] last week, and they let her do rewards after she paid!”

Me: “It must have been another store, because our scanner doesn’t work like that. You have to scan before you pay or the benefits won’t kick in.”

Customer: “It was this store, actually!”

Me: “Well, she wasn’t supposed to do that, and I’m honestly not sure how she did it.”

The lady walks away to get her food but comes back a few minutes later.

Customer: “And just to let you know, I’m very, very mad at you!”

I bite my cheek to keep from laughing.

Me: “Sorry to hear that. Have a nice day!”

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Social Anxiety Over A Form? Yeah, We Get It

, , | Right | August 1, 2021

The customer is calling because they have gotten a dunning — like a bill — with post.

Me: “May I have the order number, so I can find you in our system?”

Customer: “AAAAAAAAAHH! Oh, it’s right here on the letter.”

The rest of the call was normal. Thank you for the yell in the early morning.

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Apologizing For Complaining, What A Concept!

, , , , | Right | August 1, 2021

I’ve learned over the years to always bring at least $10 with me in cash when I go to a restaurant with my father. He’s a great guy — intelligent, kind, and funny — but a bit of an elitist. He has very strong opinions on how people in service roles should act. Not subservient, just… flawless.

We were at a “concept” restaurant where food would come out as it was ready, rather than all at once. Naturally, he complained.

Repeatedly. Loudly.

To the food runner, to our server, a second server, to the manager — he even got up and complained to the bartender. On the way out, he decided to go over all their heads and told the hostess she needed to change the restaurant’s “concept.”

One day, I’ll sit him down and explain to him how restaurants work. Until then, I’ll always make sure to slip the server an extra $10-20 and an apology.

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A Tale Of Moms Helping Moms

, , , , | Right | CREDIT: Potato-the-sloth | August 1, 2021

I checked in a guest who is sweet right off the bat. She tells me about her life and how she is a foster mother and how she has adopted most of her children. I gush over her and her inspiring life choices, and then she thanks me and leaves to get settled in.

While this is transpiring, another guest I checked in earlier comes up to the desk looking upset. I know exactly why. When she was checking in, she lied about how many people were in her room and my manager caught them. They were told about our capacity limit per room and how they would have to purchase another room if they wanted to stay. She has two adults and six children but our cap is five people for regular rooms and six for suites.

I release the hold on her card and cancel her reservation. I apologize and reiterate that I have to follow policy. She leaves, looking defeated.

Ten minutes later, the sweet foster mother walks up to the front desk.

Me: “Hey! Welcome back. What can I do for you?”

Guest: “Do you all have any adjoining rooms available?”

Me: “I’d have to check, but we should.”

Guest: “Great. If you do, I’d like to buy a room for the lady that just left with all of those kids.”

Me: “That is the sweetest thing. You don’t have to do that, but you are welcome to if you’d like.”

She left and went outside to tell the mother of the six kids that she could pay for the room while I stayed standing dumbstruck at the desk.

They came back in and asked for the price of the rooms. I let the kind guest know that she would be responsible for any extra charges and fees accrued if the room was trashed and that I could continue with the reservation process if she was comfortable and understood this. She agreed and we continued.

The mother of six, I could tell, felt so grateful. She said she wanted to celebrate her son’s birthday but it’s hard to find places that accept that many people. It made my night, her night, and her kid’s night. They only wanted to swim and enjoy a five-year-old’s birthday. The room didn’t end up trashed, either.

It may not seem like much, but the kindness of a stranger after a dumpster fire year really made me feel like there is hope for us all yet.

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