Sub-Standard Management
(I am hired to work at a just-opening second location of a popular sandwich shop. In my second week of training, I am becoming familiar with everything but am still not supposed to be scheduled without a trainer. Somehow, due to a scheduling oversight, I arrive for a shift one day to discover that I will be alone with only the owner’s father-in-law (who is not a trainer and doesn’t technically even work there) for part of my shift. It is only for 30 minutes, but as it happens, that is 30 minutes too long…)
Trainer #1: “Well, I’m off. [Trainer #2] should be here in half an hour. Good luck!”
(Soon after, Customer #1 enters, shortly followed by Customer #2. Owner’s FIL offers to serve Customer #1, and tells me to help Customer #2. The way the shop is set up, I have to wait for Customer #1 to pay and leave before I can cash out Customer #2 – there is no way to get around Owner’s FIL to the cash.)
Customer #1: “I’ll have a [sandwich] with [toppings] and no [sauce], please. I’ll also need a [sandwich] with [toppings] and [sauce]. And please hurry because I’m on my way to pick my kids up from school.”
(Owner’s FIL begins making the order. I start talking to Customer #2.)
Me: “Hi! Welcome to [Sandwich Shop]! What can I get you?”
Customer #2: “Yes, I’d like a [sandwich] with [toppings] and [sauce]. And I need it fast because I’m on my way to work.”
Me: “Sure!” *starts making order*
(I get almost done with my customer’s order and am waiting for the till, when I hear and see:)
Customer #1: “Excuse me! I said no [sauce] on the first [sandwich]! I can’t eat that now!”
Owner’s FIL: “Sorry. I can fix that, hang on…”
Customer #1: “Look, I really can’t wait. Can you just take that off and I’ll just take the second sandwich?”
Owner’s FIL: “I said I can fix it!”
(He begins scraping the top layer of toppings of the sandwich. I am then amazed to watch him try to remove every topping that the sauce has touched and rebuild the sandwich. Both customers are getting increasingly frustrated and angry at this point as they are both in a hurry. When he is finished, he wraps both of Customer# 1’s sandwiches, insists she pays for both, and returns to the back room. Customer #1 storms out.)
Me: *still stunned* “I am so sorry, [Customer #2]. Let me get you out of here…”
(I cash out Customer #2 and she leaves. Soon after, Trainer #2 comes in.)
Trainer #2: “Hi, [My Name]! Where is [Trainer #1]?”
Me: “They left 30 minutes ago. It’s just been me and [Owner’s FIL].”
Trainer #2: “What? That isn’t supposed to happen! You’re still training!”
(We move on with our night. It goes smoothly, and I think everything is fine. But when I arrive for my next shift I find my assistant manager waiting for me in the parking lot…)
Assistant Manager: “Hey, [My Name]. We had some complaints about you from your last shift. Something about an order being screwed up and taking a really long time to serve customers? Look, I know you’re still in training but that isn’t how we do things here. [Owner] says we have to let you go. We won’t need you for your shift today.”
Me: *stunned* “What? But it wasn’t even me who screwed up!” *explains situation* “So you see, it wasn’t me!”
Assistant Manager: “Well, that’s not right. Look, I’m sorry, but there isn’t anything I can do. It’s not my call.”
(At this point I started to cry. I had been trying to find a job for months only to now lose my job within the first two weeks. Also, I had no cell phone with me and no way to get in touch with anyone. So, humiliated and in tears, I had to enter the sandwich shop, pass by all of my former coworkers, and beg to use the store phone to call for a ride. The kicker? When the owner (who was in the back room) saw me come in to use the phone, he told me not to cry. And since they refused to mail out pay cheques, I also had to come back in several days later to get my last pay.)
