Not Making Any Side Comments

, , , , , | Right | December 1, 2017

(The way our tills used to be set up, we had to ring in a side order before it would let us ring in the drink for any given combo. We are also trained to ask which side a customer would like. This particular day, I’m taking drive thru orders.)

Me: “Welcome to [Restaurant]. ow may I help you?”

Customer: “[Combo #1] with [drink], [Combo #6] with a large [drink]…”

Me: “I’m sorry, could you tell me what the sides are with those combos? I can’t ring anything else in before the sides.”

Customer: “Just whatever it comes with. Then a [Combo #2] with [drink] and a [Combo #5] with [drink]. You got all that?”

Me: “I’m sorry, I don’t. I still need the side for the first combo in order to proceed with the others.”

Customer: “God, just give me whatever it normally comes with.”

Me: “We actually offer a few different options. We have [lists sides].”

Customer: “Yes, that’s fine.”

Me: “Sorry, but which one would you like? I still can’t get past your first combo without knowing; then I’ll still need it for the others as well.”

Customer: “FRIES. Your combos come with FRIES and that’s what I want.”

Me: “Thank you, but as I said, we offer several options, which is why I asked. I didn’t want to ring in the wrong items. Are the others going to be with fries as well, then?”

Customer: “YES! Why is it so hard for you to know what your own food comes with?”

(Sadly, this happens far too often…)

Listen To Yourself Not Listening!

, , , , , | Right | December 1, 2017

(We only have three staff on at this point in the evening. I’m the only cashier, and, as such, I’m working the front and drive-thru. I have just taken a couple orders in drive-thru and am now taking orders for the front counter. Halfway through taking a front order, my headset goes off. Note, the other two staff members are unable to help, as they are also busy.)

Me: “Welcome to [Restaurant], I’ll be with you in just one moment.”

Customer: *clearly not listening* “Can I please have a—”

Me: “I’m sorry; I’ll just be with you in one moment.”

(I turn the volume down so I can pay attention to the customer I’m already dealing with. I finish with them and go back to the drive-thru.)

Me: “Thank you for waiting. How may I help you?”

Customer: “…with a large fry. Did you get all that?”

Me: “I’m sorry, I didn’t. I was with another guest, but I’m free to take your order now.”

Customer: “Then why did you say you were going to take my order if you weren’t going to listen?”

Me: “With all due respect, I politely informed you that I’d be with you shortly, twice. But now that I’m free, I’ll be more than happy to take your order.”

Customer: “Well, I shouldn’t have to repeat myself. You should have been paying attention like you said you were.”

(She ended up repeating her order, but she wasn’t happy about it.)

They Have Sunday Special Needs

, , , , | Right | December 1, 2017

(We have a regular who comes through drive-thru almost every Sunday and orders the “Sunday special” – something she made up on her own. I’m still a new employee at this point, and the cashier and supervisor working with me are transfers from another location. This is the first Sunday shift for all three of us.)

Cashier: “Welcome to [Restaurant]. How may I help you?”

Customer: “Sunday special.”

Cashier: *blank look* “I’m sorry, but I’m not sure what that is. Can you please tell me?”

Customer: “Give me the manager.”

Supervisor: “I’m the supervisor for this shift. What seems to be the problem?”

Customer: “She doesn’t know what I want. You ring it in.”

Supervisor: “I’m sorry, I don’t know what you’re asking for, either. But if you tell us, we can get it for you.”

Customer: “I’ve been coming here for years.”

Supervisor: “That may be, but we do have new staff on today, including myself. Unfortunately, we don’t know what your order is.”

Customer: “Oh, the young lad knows. He takes my order.”

(The supervisor and cashier both turn to look at me.)

Me: “Hey, this is my first Sunday, too. I have no idea who she is.”

Supervisor: “I’m sorry, nobody that’s working right now knows your order. But we can make it, if you tell us what it is.”

Customer: “It’s written down in your store; they told me it’s written down.”

Supervisor: “I’m sorry, but we don’t keep track of orders that way. We will make your order, if you can let us know what it is.”

(She finally gave it to us: a plain hamburger, with lettuce and tomato on the side. She did this every time someone didn’t understand her.)

Promotionals Promote Them To Full Crazy

, , , , , | Right | November 30, 2017

(I work at a fast food restaurant. We do promotions every few months. We just ended one of our longer running promotions. I have a bit of a line, and after a minute am able to help the next guest.)

Me: “Hi, how are you today? What can I get for you?”

Customer: “Can I get [promotional item that ended]?”

Me: “I’m sorry; we don’t carry that anymore, as it was promotional. I have [similar item] that I can offer.”


(She then proceeded to storm out of the store, leaving everyone in the restaurant to just gaze at the door, wondering what happened.)

Bet You Dollars To Donuts He’s After Free Donuts

, , , , , | Right | November 30, 2017

(I work in a fast food restaurant. A woman comes in, visibly shaking with anger. Still, she’s polite to us, so we assume she’s angry at someone other than us. There are two of us here at the moment as it is shift changeover; normally only one person is there at a time.)

Customer: “I’ll have two doughnuts, please.”

Me: *hands over doughnuts* “That will be [price].”

Customer: “Do you have a phone number or website that I could register a complaint with?”

Me: “I’m the manager on duty; is there something I can help you with?”

Customer: “I was in here last week and the guy behind the counter was really rude to me! I asked for some doughnuts and he told me to eff off!”

Me: “I’m very sorry you had this experience, but there aren’t any men who work here. There’s only three of us, and we’re all females. Do you remember what time this was?”

Customer: “I was coming home from dropping my husband at the airport, so it was around 10:00 pm.”

Me: “I’m very sorry, but I’m quite confused. We close at 8:00 pm and throw out remaining stock. Are you sure it was this store?”

Customer: *getting very angry now* “Yes! I took a photo and everything! He was really rude; you’re lucky I bothered coming back!”

Me: “I’ll direct you to our website where you’ll be able to register your complaint with the photo. I really don’t know what to say; as I explained, there’s only three females who work here and we close at 8:00 pm.”

(I called my boss and explained what had happened. As far as we both know, the customer never formally complained nor showed us the photo.)

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