I work for the local council. Local councils are offering grants to families with young children who are struggling through the winter months, mainly those already claiming the government benefits.

A few years ago, the government made a new benefit scheme that took away the housing benefit from local councils. Many clients transferred to the new benefit, which means we no longer hold bank account details for those clients, but they can still apply for council tax reduction through the council. However, this is just a reduction in their bill and not a paid benefit.

To make it easier, there is no application form for the grant, as those already on the council tax reduction will automatically become eligible for the grant.

Client: “I received an email about the Winter Grant payment and want to see if I have been paid. I receive [government benefit].”

Me: “There is no application process for this grant.”

I explain how the grant works.

Client: “Oh, yeah. I was asked to send it to my bank, which I have done, but I haven’t received the money.”

Due to the number of pay-outs the council has with benefits, refunds, grants, etc., payments usually take a few days to go through to the clients.

Me: “When did you send your bank details to us?”

Client: “Ten minutes ago.” 

Me: “Unfortunately, the payment will not come that quickly.”

I explain.

Client: “Urgh! So I just have to wait, then?”

Me: “Yes, ma’am.”

Awkward pause.

Client: “Okay.” *Click*

I had to burst out laughing. This lady previously received a local benefit. I checked her account on our benefits system so I could put a note on and saw she would always call regarding her benefit payments, and someone would always explain the payment times to her. I guess some people never learn?

[Coworker #1] had to take early retirement suddenly, due to health issues. This left the company racing around to try to fill everything he did. [Coworker #1], being the guy he was, would help anyone and everyone, so we kept finding things after he left that were not getting done. It was always, “Oh, yeah, [Coworker #1] used to do that.” It was remarkable how much that man could do.

Eventually, we had a few new starters join to help get things back on track. I was asked to look after [Coworker #2] while she got used to the role and company.

[Coworker #2], however, knew that I wasn’t her boss and quickly stopped doing anything I asked her to do. I had to get her boss to tell her, to her face, to follow my instructions as his own. This worked for a while, until [Coworker #2] realised she could “forget,” “run out of time,” or just create excuses and not do it.

Me: “Oh, [Coworker #2], I see the meeting room hasn’t been restocked. Could you do that, please? There is a major customer meeting in a few hours.”

Coworker #2: *Smugly* “Can’t.”

Me: “You can’t? Why not?”

Coworker #2: “The storeroom is out of coffee.”

Me: “You’re the only one that uses that storeroom, [Coworker #2]. When you use the last of something, there is a big sign that asks you to let finance know.”

Coworker #2: “Well, that’s not my job.”

Me: “Please, can you ask finance for the petty cash and go grab some more coffee from the shops?”

Coworker #2: “That’s not my job, either.”

Me: “Fine, I will do it, then… Not like I don’t have far more important stuff to do.”

I grabbed some petty cash, apologised on [Coworker #2]’s behalf, and managed to buy some supplies for the meeting room.

I decided I’d had enough and let [Coworker #2]’s boss know that I would not be managing her anymore and why. She lied and told him I was bullying and picking on her. However, she could provide no evidence, and no one else in the official backed her up. She was fired the next day. She screamed the building down on her way out that they were losing their best employee. Truly delusional.

They ended up hiring a single mom on a part-time contract. She works twice as hard as [Coworker #2] did, in half the time.

Our pizza chain is franchised, and this particular franchise owns roughly a dozen stores, including all of the stores in the city. As a result of this, we have strictly defined delivery areas and cannot deliver outside them unless specified; i.e. taking over an area when one store closes.

The particular store I work in can serve takeaway over the counter until 1:00 am, but delivers until 4:00 am.

We have a reasonably steady shift and manage to close at 4:00 am without any issues. We always close at this time, but occasionally, we have orders waiting and will stay in the shop until everything is done.

At approximately 4:30, as we are finishing off the cleaning, a man knocks on the front window. This happens regularly as the lights for the customer area are on the same circuit as the rest of the lights, so we have to leave them on while we are working. A few members of staff gesture to him through the window that we are closed and then go back to work.

After a few minutes of knocking on the window and trying to grab the attention of everyone individually, the man pulls out his phone and our phone starts ringing. I’m the only person on shift who can answer the phone, so I answer it.

Me: “Hello, [Chain], [Location]. How can I help?”

Customer: “Hello, I’d like to order a pizza for collection. I’m standing outside right now but everyone is ignoring me.”

Me: “Unfortunately, sir, our collection area closed at 1:00 am, and we stopped taking deliveries thirty minutes ago.”

Customer: “This is unacceptable. I came down here at this time last week on [Day] and I was served without a problem.”

Me: “Unfortunately, sir, we cannot serve you past our closing time due to our premises license. I was the manager on [Day] last week and I definitely wouldn’t have served you after 4:00 am.”

Customer: “I am absolutely certain that you served me last week, and I think it’s incredibly unprofessional that you won’t serve me now.”

Me: “Sir, we closed over thirty minutes ago. Our oven is off and cold, and we are all preparing to go home. There is nothing I can do.”

Customer: “I paid £5 for a taxi from [Neighbouring District] down here because my store was closed. And now you’re telling me you won’t serve me.”

Me: “Unfortunately, that is the case.”

Customer: “I demand that you give me compensation for the trouble since I’m out of pocket and you won’t serve me.”

Me: “Let me get this straight. You want me to compensate you because you took a taxi to a [Chain] several miles away to get a pizza over three hours after their collection area closed.”

Customer: “Yes.”

Me: “Unfortunately, sir, I am not going to do that. Have a good night!”

I hung up. The man immediately called back, and when we didn’t answer, he started banging and kicking our front door. We pay for a security team for that store due to some previous issues, so I called them. A few minutes later, a very large security man turned up and moved the man along.

I thought that would be the last I’d hear of him, but he launched an official complaint against me with our franchise office and tried to get me fired.

I still have a job there.

Me: “Hey, can you pass [report], please?”

Apprentice: “No.”

Me: “Sorry?”

Apprentice: “I said no. You always get me to do stuff around here.”

Me: “Yeah, it’s called your job.”

Apprentice: “Well, I, err… I want to be doing other stuff, interesting stuff.”

Me: “You know what? I will get the report myself.”

I walk around to his desk, and he knocks the report to the floor.

Me: “Real mature.”

It’s only a small office, so everyone notices. People stop talking to the apprentice, and he eventually goes for a break and doesn’t come back. It gets late in the afternoon and I have forgotten about it, until the boss comes into the office and addresses us.

Boss: “I’ve had a phone call from [Apprentice]’s dad, claiming that he’s being bullied and that we are not giving his son any actual, meaningful work. Does anyone want to explain?”

The office is a bit tense and no one wants to say anything. Out of the blue, an older woman, the sort of grandma type — she actually bakes cookies and brings them in — speaks up.

Coworker: “He’s a lazy little s***. He’s rude, arrogant, and doesn’t want to be here. Don’t bring him back, [Boss].”

Boss: “Okay. I, err… Well, I will certainly pass on that message.”

True to his word, he did, and the apprentice never came back. We eventually took on another who was great and stayed on for years afterward.

I started a small company with a friend. As it started to do well, we hired some staff, and eventually, we had to move into a proper office. After a few years, an opportunity to open a second site became available. I spent my time between the two sites for a while, and then almost exclusively at the second, getting it up and running.

It was a lot of work and I worked some stupid hours, but it would be worth it when it took off properly.

I arrive at the first site to catch up with the other owner around midday, and I’m ignored by the receptionist who then tuts at me when I grab a coffee. I make my way inside and to the office.

Me: “What’s the new receptionist’s problem?”

Co-Owner: “Oh, her. Yeah, she has been skating on thin ice for a while. I’m just waiting for the recruitment agency to call back to find a replacement.”

Me: “Good. Can’t have potential customers facing that.”

Co-Owner: “Did I tell you about the complaint?”

Me: “No?”

Co-Owner: “She was adamant about it and threatened to go to the papers, of all things. Made a right scene and wouldn’t let it go.”

Me: “What was the complaint about?”

Co-Owner: “You! She said it’s not fair how you come and go as you please, taking the coffee.”

Me: “The cheek. I pay for the bloody coffee for the staff, and does she get that I work sixty-hour weeks?!”

Co-Owner: “I tried to explain. You can see why we want to get rid of her.”

Me: “Please let me break the news to her.”

The agency found us a temp that could start in a few days. I made the trip specifically to handle the old receptionist. She tried to argue with me before she knew what the meeting was about. We gave the temp a full-time role as they got to grips so quickly.

Related:
A Most Unreceptive Receptionist, Part 11
A Most Unreceptive Receptionist, Part 10
A Most Unreceptive Receptionist, Part 9
A Most Unreceptive Receptionist, Part 8
A Most Unreceptive Receptionist, Part 7