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Wholesome Customer Alert! The World Is Ending!

, , , , | Right | CREDIT: PBandJellyfishx | November 24, 2021

I’m a manager at a popular sandwich shop that gets stupid busy during the lunch rush. I come in for my shift mid-crazy rush and basically help put out fires. The ticket machine is printing a list orders that has now reached the floor, and the oven is more overflowed than the shop is with customers that keep pouring in.

We don’t have a fryer, so side orders of onion rings, fries, etc., have to be put through the oven multiple times to be crispy. The wait time is over twenty minutes, and after about two hours, it finally calms down.

Then, someone hands me the phone because a customer is asking to speak to the owner — not the manager or shift leads. Sigh. I literally hold the phone away from my ear as she starts screaming at me.

Caller: “My daughter was waiting for thirty minutes for a phone order! You are a terrible manager! You should be ashamed of yourself for letting it get so busy that the wait times aren’t what we were told.”

She goes on for a few minutes, belittling me in any way she can.

Me: “Ma’am, she wanted four sandwiches and three side orders, and that takes a little more time. What can I offer you as compensation? I can offer you a refund or some free sandwiches.”

Caller: “I WANT MY MONEY BACK!”

I agree to give it to her.

I’m dreading the bad Yelp review that’s probably going to follow, saying goodbye to any chance of a monthly bonus and another bad review for our store. Customers like her happen, but I try not to let it bother me. Being in food service for as long as I have, when people are like that, they just want to put you down.

I’m opening the next morning and I get another call asking for the manager. It’s the lady from yesterday. Expecting to hear her say she got in contact with corporate or she’s still not happy, I’m in shock when she says:

Caller: “I want to apologize. I had a really bad day yesterday and what I did was completely uncalled for. I want to make up for it.”

Me: “Ma’am, just you taking time out of your day to apologize is enough.”

But she insisted on ordering a sandwich, not picking it up, and tipping $50. She said that was her way of buying me lunch. In all my years of working food service, I’d never had an angry customer apologize.

At the end of the day, even though we are behind a counter doing you a service, we are still humans with feelings. Thank you, [Caller], for remembering that. To be honest, your apology was more than enough for me.