Wish You Could “Change” The Manager

, , , , , | Working | May 4, 2018

(I work in a bakery. Our registers often require a manager’s card to do some functions, such as deleting things or putting through refunds. Company policy states that managers must not let their cards out of their sight at all during their shift. However, because of the hindrance it causes to go searching for a manager for every minor issue, managers at my store leave their cards at the registers and instruct us to hide them, just in case the owner comes in. We have a manager who was recently demoted and transferred to our store, so she is eager to prove herself. We always have two managers on, unless it is early morning or late at night. It is the middle of lunch rush and we have a drastic computer failure. Transactions are going through, but then the orders are not showing up on the screens, and are not being filled. About twenty minutes after this is fixed, a customer comes up to me with a receipt.)

Customer: “Hello, I placed my order about half an hour ago and I haven’t gotten it yet.”

Me: “Can I have the name on the order?”

Customer: “Yes, it’s [Customer].”

(I run over and check if there are any orders under that name, but it appears to be missing.)

Me: *to customer* “So, it appears that your order never showed up on the screen, and was never completed. You have two options. Either I can bring them your receipt and they will fill your order as fast as they can, or I can refund you and give you a free bakery items for your troubles.”

Customer: “I’d like the refund. I can’t afford to wait any longer.”

Me: “All right, just come on over to my register and I’ll get that for you.”

(I pick up the manager card and swipe it, opening up the refund menu. However, the new manager notices me and drops what she is doing to run over. She snatches the card out of my hand.)

Manager: “[My Name], what in the world are you doing with [Other Manager]’s card?”

Me: “I was just processing a refund, and she left it here for us to use.”

Manager: “No! I will do it for you.”

(I cringe, because I know that her old cafe used a different system, and she has not been fully trained on the one we use. She exits out of the refund menu, and then stares blankly at the screen for a minute before asking me what to do next. I reach to press the button to bring up the manager menu, but she swats my hand away.)

Manager: “No. I will do it. Just tell me.”

(I direct her towards the right button. It continues like this the entire time, her pausing for a minute at each step and asking me for help, but not letting me do it myself. Thankfully, the customer is relatively easy-going about it, and keeps meeting my eyes and smirking.)

Manager: “And do you want that in cash or back on the card?”

Customer: “Cash, please.”

Me: “Please, can I count out the cash? I really don’t like it when other people do it on my drawer—”

Manager: “No! And here is your $17.”

(I watch, appalled, as she hands over $28, having grabbed a 20 and an extra 1.)

Customer: “You gave me extra change. I need $17, not $28.”

(She makes a point of handing the money to me instead of to my manager. I count out the correct amount and give it to her.)

Manager: “There! All refunded! Now I will go give [Other Manager] her card back.”

(She walks into the back, looking extremely pleased with herself. Once she has turned the corner, the customer starts laughing.)

Customer: “Oh, my God. I’m so sorry you have to deal with her. She seems terrible!”

Me: “She’s always like that, but I’ve learned to live with it. Now, about those free bakery items I promised you… Which one do you want?”

Customer: “Can I have one of those warm chocolate chip cookies?”

(I made sure to give her two as an apology.)

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