HAYABUSA-FMW-
Oct 20, 2005, 12:47 AM
A lady came in to return her order tonight.
She was upset from the moment she bust in the door of our restaurant. Why? We couldn't figure that out even after she had left.
She comes up to the counter, opens up her bag of food, throws it open on the counter and proceeds to yell at the girl working there. For privacy's sake I'll call her(cashier co-worker) Janet from here on out.
"I didn't order 2 number 3's! I ordered 2 number 2's! Are you saying I'm wrong?! What?! You made a mistake and I'm going to have to wait like 15 minutes for you to get me my food?! I want to speak to the manager then, then the assistant manager, then gimme his number! I eat here all the time, I had to call 411 to find this is the store on this side of town, I come here like 2 times a month, she's telling me it was a mistake! I'm pissed!"
Blah blah blah. Other customers were in the store at the time as well. We didn't need this kind of scene, especially when we weren't in the wrong.
She yells all that for 15 minutes or so between Janet and our boss, after Janet started crying and hands her the phone where our boss was on the line.
She turned away from the crazy lady and was facing towards me. I noticed she was crying and asked if she was okay. She came around to the back and asked me to take the next guy's order. "Yeah, of course"
This guy was smiling the whole time, even having to pay around the lady on the phone with our boss who didn't move out of the way. What a sport. When I hand him his order later and apologize for the situation earlier he says simply "Oh thats okay, wow this order was fast, thanks a lot!"
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To describe the woman for whatever sake, 4 feet something, over 200 lbs.
I'm not going to call her any names or continue the cycle of yelling/hate and crap but just say that is her appearance, if you were so interested.
People like her need to realize a wrong order is not the end of the world. Acting like a child and throwing a hissy fit is not the way to get what you want.
If she had simply been calm, explained that she recieved the wrong order, and paid the difference, of course we would have gladly exchanged the food pardoning the amount of time it took to make the new order, as we always do with this same situation.
We don't have the food ready and waiting just because you're upset, angry, and can't wait or handle fault.
I talked to Janet later again to ask if she was okay, saying that she just wanted to yell at someone it seems. I asked what happened and why. When the lady ordered, Janet repeated back the order to her, as we always do to every customer. The receipt shows the order as well as a second check. I apologized to Janet about having to take the yelling from people like that, but she said she's used to it from it happening before.
I remember it happening before with Janet as well. She doesn't provoke it at all. She's very kind and courteous at all times at work. I feel some regret from not having gone to the front earlier to try and calm the lady down, instead of having Janet give her a phone with our boss on it.
We concluded that we did nothing wrong here. Janet suggested that under the pressure she said the wait would be 15 minutes and that might have set her off even further. However, the lady should not have expected zero wait for an exchnage of three plates/$25 order.
Her story was less and less believeable as she went on. "Eat here all the time," 2 times a month isn't all the time. "Telling me I'm wrong?," it doesn't matter who is wrong, just exchange your order, why are you soo mad?
But these are well after the fact. The lady stormed out after not calming down even when talking to our boss, having recieved a full refund immediately after bringing the food back. Later she sends in two of her children to order the food. Janet recieved a Starbucks strawberry whatever from our boss.
Nobody gets paid enough to deal with this kind of thing. Wrong order for whatever reason(whose fault it is doesn't matter) isn't the end of the world.
What if you said it wrong? Why didn't you listen when we repeated the order back to you? Why didn't you check your reciept or food before leaving? Why are you soo upset?
Look in the mirror first before getting all upset, realize mistakes happen and treat people how you want to be treated.
She was upset from the moment she bust in the door of our restaurant. Why? We couldn't figure that out even after she had left.
She comes up to the counter, opens up her bag of food, throws it open on the counter and proceeds to yell at the girl working there. For privacy's sake I'll call her(cashier co-worker) Janet from here on out.
"I didn't order 2 number 3's! I ordered 2 number 2's! Are you saying I'm wrong?! What?! You made a mistake and I'm going to have to wait like 15 minutes for you to get me my food?! I want to speak to the manager then, then the assistant manager, then gimme his number! I eat here all the time, I had to call 411 to find this is the store on this side of town, I come here like 2 times a month, she's telling me it was a mistake! I'm pissed!"
Blah blah blah. Other customers were in the store at the time as well. We didn't need this kind of scene, especially when we weren't in the wrong.
She yells all that for 15 minutes or so between Janet and our boss, after Janet started crying and hands her the phone where our boss was on the line.
She turned away from the crazy lady and was facing towards me. I noticed she was crying and asked if she was okay. She came around to the back and asked me to take the next guy's order. "Yeah, of course"
This guy was smiling the whole time, even having to pay around the lady on the phone with our boss who didn't move out of the way. What a sport. When I hand him his order later and apologize for the situation earlier he says simply "Oh thats okay, wow this order was fast, thanks a lot!"
-
To describe the woman for whatever sake, 4 feet something, over 200 lbs.
I'm not going to call her any names or continue the cycle of yelling/hate and crap but just say that is her appearance, if you were so interested.
People like her need to realize a wrong order is not the end of the world. Acting like a child and throwing a hissy fit is not the way to get what you want.
If she had simply been calm, explained that she recieved the wrong order, and paid the difference, of course we would have gladly exchanged the food pardoning the amount of time it took to make the new order, as we always do with this same situation.
We don't have the food ready and waiting just because you're upset, angry, and can't wait or handle fault.
I talked to Janet later again to ask if she was okay, saying that she just wanted to yell at someone it seems. I asked what happened and why. When the lady ordered, Janet repeated back the order to her, as we always do to every customer. The receipt shows the order as well as a second check. I apologized to Janet about having to take the yelling from people like that, but she said she's used to it from it happening before.
I remember it happening before with Janet as well. She doesn't provoke it at all. She's very kind and courteous at all times at work. I feel some regret from not having gone to the front earlier to try and calm the lady down, instead of having Janet give her a phone with our boss on it.
We concluded that we did nothing wrong here. Janet suggested that under the pressure she said the wait would be 15 minutes and that might have set her off even further. However, the lady should not have expected zero wait for an exchnage of three plates/$25 order.
Her story was less and less believeable as she went on. "Eat here all the time," 2 times a month isn't all the time. "Telling me I'm wrong?," it doesn't matter who is wrong, just exchange your order, why are you soo mad?
But these are well after the fact. The lady stormed out after not calming down even when talking to our boss, having recieved a full refund immediately after bringing the food back. Later she sends in two of her children to order the food. Janet recieved a Starbucks strawberry whatever from our boss.
Nobody gets paid enough to deal with this kind of thing. Wrong order for whatever reason(whose fault it is doesn't matter) isn't the end of the world.
What if you said it wrong? Why didn't you listen when we repeated the order back to you? Why didn't you check your reciept or food before leaving? Why are you soo upset?
Look in the mirror first before getting all upset, realize mistakes happen and treat people how you want to be treated.