Takeout The Decision Making Process

(I’m a new waiter and I’m alone during an afternoon shift when a customer calls.)

Customer: “I’m [Customer]. I’d like to order my usual for takeaway.”

Me: “I’m sorry, sir, I’m new. Could you tell me what you would like to order?”

Customer: “My usual.”

Me: “I don’t know what that is, sir.”

Customer: “Just tell the kitchen that it’s for [Customer]. They’ll know what it is.”

Me: “Okay, but just in case they don’t know, could you tell me what your usual is?”

Customer: “Oh, they’ll know. I’m a regular.”

(He hangs up. Fifteen minutes later a man turns up in the restaurant.)

Customer: “I’m [Customer]. I ordered my usual over the phone.”

Me: “I’m sorry, sir, the kitchen staff don’t know what your usual is so they weren’t able to make it.”

Customer: “But I’m a regular! They know who I am.”

Me: “They don’t. They cook whatever we tell them to cook. They never interact with the customers. If you would like to tell me what your usual is I could place your order.”

Customer: “Never mind.”

(The customer left. Later, I told the manager what happened. The manager laughed and said that that particular customer always ordered his usual which was whatever dish the staff member chose for him.)