This Manager’s Grasp On Reality Is Shake-y
I work at a drive-in fast food restaurant where we serve — among other things — forty-four-ounce drinks and shakes. A customer comes in and orders two promotional mint-flavored shakes in the forty-four-ounce size. I take the order and run it out to him when it’s ready.
I have really small hands so I can barely hold the forty-four-ounce cups, and only near the bottom.
Me: “Hello, sir, that’ll be two [mint shakes] for [price].”
The customer gives me his payment and goes to grab the drinks by the top of the cups.
Me: “Sir, I wouldn’t grab there!”
That’s what I would’ve said, had the drinks not exploded in his hands due to the styrofoam bursting where he grabbed the cups. I start trying to clean the bright green goop that was a milkshake off of him, his truck, and myself. He is nice about it and recognizes his part in the mishap.
Me: “Let me get a manager and see what he can do.”
I take the torn-up cups inside and I yell, “Hey, I need these remade!” It’s loud inside and I need immediate assistance.
General Manager: “Okay, fine.”
He tries to take them from me. I hold them firmly and say:
Me: “No. These need to be remade.” *Explains what happened* “I need you to tell me what to do. A free replacement? Or should I charge him for two more? Maybe charge for some smaller ones since he paid for these? What do I do?”
The whole time, he keeps trying to take them, and I hold firm until he states that he will remake them for free, at which point I let go.
Drinks get remade, the customer is happy, and all is good. But later…
General Manager: “[My Name], I need to talk to you.”
Me: “Yeah, what’s up?”
General Manager: “Next time you have a mess up, you need to let someone know ASAP.”
That was my only mess up all night.
Me: “Uh, I did.”
General Manager: “No. You need to let someone know immediately so they can fix it as soon as possible.”
Me: “Uh… You’re talking about the shakes, right? Yeah, I did.”
General Manager: *Smirks* “Well then, who did you tell?”
Me: “I told you.”
General Manager: “Who fixed the shakes?”
Me: “You did.”
General Manager: “Wait, who did you tell?”
Me: “You. I told you immediately, and then you immediately fixed the shakes. Do you need to check the cameras to remember fixing that order yourself?”
General Manager: “Uh… No. Never mind. Just, uh… Carry on.”
He was the main reason I quit that job.
Question of the Week
Tell us your story about a customer who couldn't understand the most simple concept.