I was shopping today after work and had an encounter I had with a woman at payless shoe store reminded me of an old story.
There was one woman being rung up. A woman standing by the jewelry section four feet away from the register. And me standing three feet behind the woman being rung up. As said woman being rung up picks up her bag and leaves, I do what society expects when you are standing in line... I move up to pay for my shoes.... but it was not that simple...
Apparently the woman looking at jewelry was there first! because she decided the line should move in that direction (a direction which blocks one of the two entrances to the store). The way I was standing is how the line normally goes, because it does not block any entrances, that and I had about five people behind me so I guess they followed my version of the line rather than hers.
Anyway she practically pushes my shoes aside off the counter saying she was first. And me, still in polite mode from my eight hour shift lets this bitch walk all over me. I ACTUALLY APOLOGIZED and said "Im sorry ma'am I did not know you were in line since you were looking at jewelry."
And she succinctly ended the conversation with "WELL I WAS FIRST."
How charming.
Little did she know the register worker and I had a nice time talking about her as she left and I snapped out of my polite mode. Turns out the register worker had previously worked at starbucks too but left it because it was too stressful.
Maybe I should work at payless... nah just kidding.
Anyways... On to the story about the very angry man.
***
It was an hour until the store closed... so the pace was really slow. Since it was slow I took the opportunity to leave the bar partner alone out front while I quickly ran into the back to do some dishes. As I am doing dishes I keep an eye on the moniter that displays what all of our cameras up front see. When I turn around I notice two people waiting, so I run back up front.
and this is what went down.
M = a man
AM = an angry man
B = bar partner
V = yours truely
***
V = (I walk up to my register and whisper) hey B, did you get their drinks?
B = yup I got both of them.
V = (at this point I assumed they were together since they were standing two feet apart, side by side, not one in front of the other like you normally do in you know a line). Ok what were you gentleman having today?
M = I had x y and z. (I dont remember what he had)
V = ok and what was he having?
M = oh we are not together.
V = oh ok! Your total comes out to be x.xx sir.
(money have a nice night etc etc etc, meanwhile AM is stewing over in the corner now by the newspapers, giving dirty glares to me and M)
V = Hi sir, can I help you with something?
AM = well I guess now ill pay for my drink (sarcastic tone that of course I can pick up on because I am the queen of sarcasm)
V = um ok.... and what did you order today?
AM = tall latte.
V = ok that will be x.xx
AM = (as he is fishing out his dollars and change, his sarcasm and shaking of the head led him to spit out this comment) Just so you know. I was first.
V = (taken aback... if you were first why didnt you say so, why did you let someone else walk ahead of you?) Im sorry sir I did not know that, I assumed when that man stepped forward that you were either ordering together or that he was first.
AM = (slams exact change and dollard on counter) YEAH WELL I WAS FIRST.
V = again... sorry sir...
AM = (gives me a look that makes me feel like im a disgrace for not being psychic)
***
Um... yeah.... Seriously?
I remember after he walked out the door B started laughing... and I... was just at a loss for words.
Look forward to hearing what you have to say readers!!!
Comment away!!!
xoxo
Val
Showing posts with label old stories. Show all posts
Showing posts with label old stories. Show all posts
Saturday, June 6, 2009
Saturday, May 23, 2009
the customer is NOT always right: part quatre
The last story sparked a memory, some people might wonder why I have two police phone numbers on speed dial on my phone. #2 is my university police department, #3 is metropolitan police.
But how did it get this way?
Was it the crazy homeless man that wants to kill me that caused this to occur? Nope it was a man that was convinced I was trying to cheat him out of twenty cents that led him to threaten me and my store.
It was all because of a brownie. Yes readers, A BROWNIE.
And this is what went down.
***
L = lunatic
B = bean (on register, also the girl I close most often with)
V = Valerie, having a smooth day until L spewed threats.
***
B = (comes over and talks to me as Im making three drinks), Hey V, um… this guy says I am ripping him off and now he is refusing to pay but he already started eating the brownie… he wants to talk to you.
V = (looks over to L in the corner, muttering to himself.) Sir I will be right with you I just need to finish these lattes ok? It will take me thirty seconds. (Finishes up drinks and I walk over to L).
Ok sir what can I help you with today.
L = Well I am not paying for this because she (points to B) is ripping me off and that is illegal.
V = Im sorry sir I dont quite understand, can you explain this to me a little more?
L = I bring in two dollars, I see brownie says 1.75 so with tax that is supposed to be 1.93. Am I right?
V = Of course that is 10% sales tax on 1.75 so (does math) you are correct.
L = Well she (points again) says it is 1.95 and that the total is 2.15. So Im not going to pay she is ripping me off.
V = Ok well I am going to see what is going on with the computer, because you see we just hit a button, and sometimes they increase prices and they dont tell us and we dont realize because we dont check the signs every day… they are supposed to send us new signs when they increase prices. (checks computer) Ok sir it is ringing up as 1.95 but I am going to give you a .20 discount so you pay the price as advertised. So that will be 1.93 please.
L = (reluctantly gives me money and points at me, literally three inches away from my face) you know what you are doing is illegal I could sue this whole store and get you shut down and you would be fired and homeless.
V = Sir you are paying for the price you see so that is not illegal, and now that I know the sign is wrong I am going to turn that 1.75 into a 1.95 this way this confusion does not happen again.
L = I CAN STILL SUE AND GET THIS PLACE SHUT DOWN. DO YOU KNOW WHO I AM? I CAN GET YOU FIRED IN A SECOND (points to B) AND YOU TOO. WHAT YOU ARE DOING IS ILLEGAL.
V = *totally taken aback by this craziness* sir are you threatening me?
L = I SHOULD CALL THE COPS ON YOU
V = you know what thats ok, ill go call them now for you so they can escort you off the premises and you will have to fill out some paperwork.
L = ILL BE WAITING OUTSIDE. BUT ILL TELL THEM WHAT YOU ARE DOING AND YOU WILL BE FIRED!
V = ok they will be here soon.
***
So I call my university police department. As a student working at a starbucks on campus they respond very fast especially with threats. Ahh at least my tuition money is going somewhere (well technically my scholarship money cause I only pay for housing… but whatever). They arrive literally in a minute. (they are two blocks away haha)
When they get here they L turns into a perfect gentleman… saying hello how are you officer I am L and I am such and such and a starbucks coffee company shareholder. The police officer looks at me and Im like yeah this is the guy that caused a scene and threatened me and my store. And the cop goes all bad ass on him.
Cop = Man you cant go threatening to get people fired and saying youll shut the store down. THAT is illegal. She gave you the price you saw, which is more than I would do I would have thrown you out. Now come over with me. You are going to fill out some paperwork that bars you from this starbucks and the school campus. We take threats against our students very seriously so do not come back.
L’s face was priceless, like ME I AM THE ENTITLED SHAREHOLDER HOW CAN I BE BARRED?
Lesson: just because you are a shareholder does not make you can fire me or shut a store down. I fixed the mistake when it was brought to my attention, your freak out was uncalled for.
I couldnt help but smirk at this guy as I walked back into the store. The smirk had a clear victory aura to it. I know I am a horrible person. But hey, no one deserves to be threatened.
***
After the cop dealt with L he came inside for a coffee, and he told me Val, (yes we are on first name basis because I have had him escort other people out before) I think you need to put our number on speed dial.
And from that day forward. #2 and #3 on my cell is especially reserved for law enforcement. Because we have that special of a relationship.
***
Up Next: a break from the why the customer is wrong theme and on to the homeless man and ex partner who want me dead. Those are fun ones!
AND THEN BACK TO THE CUSTOMER IS WRONG THEME: how valerie was called a racist bitch by a customer because i did not give him his drink for free.
But how did it get this way?
Was it the crazy homeless man that wants to kill me that caused this to occur? Nope it was a man that was convinced I was trying to cheat him out of twenty cents that led him to threaten me and my store.
It was all because of a brownie. Yes readers, A BROWNIE.
And this is what went down.
***
L = lunatic
B = bean (on register, also the girl I close most often with)
V = Valerie, having a smooth day until L spewed threats.
***
B = (comes over and talks to me as Im making three drinks), Hey V, um… this guy says I am ripping him off and now he is refusing to pay but he already started eating the brownie… he wants to talk to you.
V = (looks over to L in the corner, muttering to himself.) Sir I will be right with you I just need to finish these lattes ok? It will take me thirty seconds. (Finishes up drinks and I walk over to L).
Ok sir what can I help you with today.
L = Well I am not paying for this because she (points to B) is ripping me off and that is illegal.
V = Im sorry sir I dont quite understand, can you explain this to me a little more?
L = I bring in two dollars, I see brownie says 1.75 so with tax that is supposed to be 1.93. Am I right?
V = Of course that is 10% sales tax on 1.75 so (does math) you are correct.
L = Well she (points again) says it is 1.95 and that the total is 2.15. So Im not going to pay she is ripping me off.
V = Ok well I am going to see what is going on with the computer, because you see we just hit a button, and sometimes they increase prices and they dont tell us and we dont realize because we dont check the signs every day… they are supposed to send us new signs when they increase prices. (checks computer) Ok sir it is ringing up as 1.95 but I am going to give you a .20 discount so you pay the price as advertised. So that will be 1.93 please.
L = (reluctantly gives me money and points at me, literally three inches away from my face) you know what you are doing is illegal I could sue this whole store and get you shut down and you would be fired and homeless.
V = Sir you are paying for the price you see so that is not illegal, and now that I know the sign is wrong I am going to turn that 1.75 into a 1.95 this way this confusion does not happen again.
L = I CAN STILL SUE AND GET THIS PLACE SHUT DOWN. DO YOU KNOW WHO I AM? I CAN GET YOU FIRED IN A SECOND (points to B) AND YOU TOO. WHAT YOU ARE DOING IS ILLEGAL.
V = *totally taken aback by this craziness* sir are you threatening me?
L = I SHOULD CALL THE COPS ON YOU
V = you know what thats ok, ill go call them now for you so they can escort you off the premises and you will have to fill out some paperwork.
L = ILL BE WAITING OUTSIDE. BUT ILL TELL THEM WHAT YOU ARE DOING AND YOU WILL BE FIRED!
V = ok they will be here soon.
***
So I call my university police department. As a student working at a starbucks on campus they respond very fast especially with threats. Ahh at least my tuition money is going somewhere (well technically my scholarship money cause I only pay for housing… but whatever). They arrive literally in a minute. (they are two blocks away haha)
When they get here they L turns into a perfect gentleman… saying hello how are you officer I am L and I am such and such and a starbucks coffee company shareholder. The police officer looks at me and Im like yeah this is the guy that caused a scene and threatened me and my store. And the cop goes all bad ass on him.
Cop = Man you cant go threatening to get people fired and saying youll shut the store down. THAT is illegal. She gave you the price you saw, which is more than I would do I would have thrown you out. Now come over with me. You are going to fill out some paperwork that bars you from this starbucks and the school campus. We take threats against our students very seriously so do not come back.
L’s face was priceless, like ME I AM THE ENTITLED SHAREHOLDER HOW CAN I BE BARRED?
Lesson: just because you are a shareholder does not make you can fire me or shut a store down. I fixed the mistake when it was brought to my attention, your freak out was uncalled for.
I couldnt help but smirk at this guy as I walked back into the store. The smirk had a clear victory aura to it. I know I am a horrible person. But hey, no one deserves to be threatened.
***
After the cop dealt with L he came inside for a coffee, and he told me Val, (yes we are on first name basis because I have had him escort other people out before) I think you need to put our number on speed dial.
And from that day forward. #2 and #3 on my cell is especially reserved for law enforcement. Because we have that special of a relationship.
***
Up Next: a break from the why the customer is wrong theme and on to the homeless man and ex partner who want me dead. Those are fun ones!
AND THEN BACK TO THE CUSTOMER IS WRONG THEME: how valerie was called a racist bitch by a customer because i did not give him his drink for free.
Friday, May 22, 2009
the customer is NOT always right: part trois
This is an old story I found in one of my journals the other day and it was just TOO good to not share with you.
Exactly a year ago we had our vivanno nourishing blend promotion. While I am adamant about Starbucks Coffee Company being a COFFEE company, I was all for the platform because the drinks were healthy, and a meal in and of itself.
Side-note: the graphic designer for that promotional design must have been on acid as s/he designed this campaign. It was so ridiculous… we had window clings and they looked like my drawings from the fourth grade. In fact one of the window clings, a man doing a karate kick was to be removed because it was deemed “inappropriate.”
That was just a side note. In addition to the design sucking, corporate decided to give registered starbucks card members a free vivanno as a promotional treat. And that was cool. Only, it would have been nice if they send us the memo first before the registered members came in demanding free vivannos because they said they got an email about it.
Well that was all news to me. Two days later corporate decided to pass on the message to us. Thank you corporate. But it is your fault I had to deal with this crazy… well I wont call him a complete crazy, he was at the time. But a week later he actually came back and apologized to me, which was sweet.
So this is the back story: GI Joe (im sorry I have to call him that because he looked like the figurine) came in on Wednesday and ordered three vivannos thinking he would get them all for free because he is a registered starbucks card holder and the vague email said something to that effect I guess. Although I was not there on Wednesday he gave me the story of what happened, the register partner refused to give him the free drinks and thus he had to pay for the three vivannos, he was also five minutes late to his business meeting (the cherry on top of his story I guess).
SO this is what went down Saturday afternoon, when I get in I check the portal memo about the miscommunication… and I was totally apprehensive that some crazy was going to yell about this because WE SHOULD HAVE KNOWN even though there was no way for us to know. And knowing my luck it would be on my shift.
***
B= register partner, ive been calling her bean lately because she has not given me another alias for her.
GIJ= very annoyed GI Joe
V= valerie, interrupted while on a cleaning spree
***
B = (interrupts me while scrubbing the bathroom) Val, there is some angry guy out front demanding to be refunded for three drinks and also he wants a free drink made from him now, and he is scaring me.
V = (since ‘scary’ people are a common occurance at my store I run into the back room to grab my cell phone because the police are on speed dial and they know me very very well before I start my encounter with this man). Hi sir how may I help you today?
GIJ = you have to refund me for these drinks and I want a free vivanno right now.
V = ok sir can I see your receipt please? And can you tell me why you need to be refunded, were you dissatisfied with the way the beverages tasted?
GIJ = No I was not *dissatisfied* (he mocked my very polite voice, way to piss off the lady you are trying to get free shit from). I was ANGRY that NO ONE WOULD GIVE ME MY DRINKS FOR FREE WHEN STARBUCKS SAID I COULD HAVE THEM FREE BECAUSE I AM A REGISTERED STARBUCKS CARD HOLDER (shows off his starbucks card like I have never seen one before).
V = (im still being polite and friendly even though this guy is an obvious ass) Ohhhh ok sir I understand, there was this big miscommunication, yourself and other card holders received this email but starbucks never let us know that we were supposed to do this, even my manager didnt know….
GIJ = (cuts me off as im speaking and about to refund him for one drink) I DONT CARE WHAT MISCOMMUNICATION HAPPENED I WAS CHARGED AND I WAS LATE FOR MY MEETING I WANT MY MONEY AND A FREE DRINK NOW.
V = ok sir, there is no need to get angry, im going to refund you for one of your beverages as that is what the email you received specified.
GIJ = AND I WANT A FREE DRINK NOW
V = sir I can refund you and you can buy yourself a drink with that money or I can make you a drink and not refund you. Im willing to give you the one beverage you were supposed to get for free.
GIJ = JUST GIVE ME MY FUCKING MONEY AND FREE BEVERAGE
V = (at this point I had had it). You know sir. Enough with the cursing. I will not be refunding you today and you will not be getting a free beverage. You can come back tomorrow when my manager is here, but while I am here running this store you are going to have to leave because I do not appreciate how you are talking to me and I am starting to feel threatened.
GIJ = I CAN FUCKING TALK TO YOU HOWEVER I WANT
V = (gets out cell phone) are you going to leave or do I have to call the cops?
GIJ = (leaves)
***
About a week later he comes back and when I see him I go do a lobby slide because I refuse to make this man a drink after the way I was treated so I let B handle him on her own. I know he never called my manager to complain, which shocked me, but what shocked me next was he came over to me as I was cleaning up spilled sugar and said…
GIJ = Miss… I am so sorry I treated you like that the other day… My son had just got in a car accident and was in the hospital… I would never talk to a lady like that and I am just so sorry…
V = apology accepted, I understand we all have bad days, and you know you are the first person that has ever apologized… so thank you because you made my day.
***
As he leaves and I go back behind the counter I notice a 20 in the tip jar. I ask B where that came from and she said that crazy man. I let her know, he was crazy that time, but he said sorry. And in my book.. Yes ill be your verbal punching bag for a day because we all have bad days…. But that man set a precedent.
YOU HAVE TO SAY SORRY AFTER.
AND MEAN IT!!!
Xoxo
Valerie
Exactly a year ago we had our vivanno nourishing blend promotion. While I am adamant about Starbucks Coffee Company being a COFFEE company, I was all for the platform because the drinks were healthy, and a meal in and of itself.
Side-note: the graphic designer for that promotional design must have been on acid as s/he designed this campaign. It was so ridiculous… we had window clings and they looked like my drawings from the fourth grade. In fact one of the window clings, a man doing a karate kick was to be removed because it was deemed “inappropriate.”
That was just a side note. In addition to the design sucking, corporate decided to give registered starbucks card members a free vivanno as a promotional treat. And that was cool. Only, it would have been nice if they send us the memo first before the registered members came in demanding free vivannos because they said they got an email about it.
Well that was all news to me. Two days later corporate decided to pass on the message to us. Thank you corporate. But it is your fault I had to deal with this crazy… well I wont call him a complete crazy, he was at the time. But a week later he actually came back and apologized to me, which was sweet.
So this is the back story: GI Joe (im sorry I have to call him that because he looked like the figurine) came in on Wednesday and ordered three vivannos thinking he would get them all for free because he is a registered starbucks card holder and the vague email said something to that effect I guess. Although I was not there on Wednesday he gave me the story of what happened, the register partner refused to give him the free drinks and thus he had to pay for the three vivannos, he was also five minutes late to his business meeting (the cherry on top of his story I guess).
SO this is what went down Saturday afternoon, when I get in I check the portal memo about the miscommunication… and I was totally apprehensive that some crazy was going to yell about this because WE SHOULD HAVE KNOWN even though there was no way for us to know. And knowing my luck it would be on my shift.
***
B= register partner, ive been calling her bean lately because she has not given me another alias for her.
GIJ= very annoyed GI Joe
V= valerie, interrupted while on a cleaning spree
***
B = (interrupts me while scrubbing the bathroom) Val, there is some angry guy out front demanding to be refunded for three drinks and also he wants a free drink made from him now, and he is scaring me.
V = (since ‘scary’ people are a common occurance at my store I run into the back room to grab my cell phone because the police are on speed dial and they know me very very well before I start my encounter with this man). Hi sir how may I help you today?
GIJ = you have to refund me for these drinks and I want a free vivanno right now.
V = ok sir can I see your receipt please? And can you tell me why you need to be refunded, were you dissatisfied with the way the beverages tasted?
GIJ = No I was not *dissatisfied* (he mocked my very polite voice, way to piss off the lady you are trying to get free shit from). I was ANGRY that NO ONE WOULD GIVE ME MY DRINKS FOR FREE WHEN STARBUCKS SAID I COULD HAVE THEM FREE BECAUSE I AM A REGISTERED STARBUCKS CARD HOLDER (shows off his starbucks card like I have never seen one before).
V = (im still being polite and friendly even though this guy is an obvious ass) Ohhhh ok sir I understand, there was this big miscommunication, yourself and other card holders received this email but starbucks never let us know that we were supposed to do this, even my manager didnt know….
GIJ = (cuts me off as im speaking and about to refund him for one drink) I DONT CARE WHAT MISCOMMUNICATION HAPPENED I WAS CHARGED AND I WAS LATE FOR MY MEETING I WANT MY MONEY AND A FREE DRINK NOW.
V = ok sir, there is no need to get angry, im going to refund you for one of your beverages as that is what the email you received specified.
GIJ = AND I WANT A FREE DRINK NOW
V = sir I can refund you and you can buy yourself a drink with that money or I can make you a drink and not refund you. Im willing to give you the one beverage you were supposed to get for free.
GIJ = JUST GIVE ME MY FUCKING MONEY AND FREE BEVERAGE
V = (at this point I had had it). You know sir. Enough with the cursing. I will not be refunding you today and you will not be getting a free beverage. You can come back tomorrow when my manager is here, but while I am here running this store you are going to have to leave because I do not appreciate how you are talking to me and I am starting to feel threatened.
GIJ = I CAN FUCKING TALK TO YOU HOWEVER I WANT
V = (gets out cell phone) are you going to leave or do I have to call the cops?
GIJ = (leaves)
***
About a week later he comes back and when I see him I go do a lobby slide because I refuse to make this man a drink after the way I was treated so I let B handle him on her own. I know he never called my manager to complain, which shocked me, but what shocked me next was he came over to me as I was cleaning up spilled sugar and said…
GIJ = Miss… I am so sorry I treated you like that the other day… My son had just got in a car accident and was in the hospital… I would never talk to a lady like that and I am just so sorry…
V = apology accepted, I understand we all have bad days, and you know you are the first person that has ever apologized… so thank you because you made my day.
***
As he leaves and I go back behind the counter I notice a 20 in the tip jar. I ask B where that came from and she said that crazy man. I let her know, he was crazy that time, but he said sorry. And in my book.. Yes ill be your verbal punching bag for a day because we all have bad days…. But that man set a precedent.
YOU HAVE TO SAY SORRY AFTER.
AND MEAN IT!!!
Xoxo
Valerie
Tuesday, May 19, 2009
the customer is NOT always right: part deux
Ahh the DC cherry blossom festival. It's famous, tons of tourists, TONS of business (which was wonderful for our store to meet budget). Only you would think it was a full moon the night before because the customers were CRAZY.
DC Cherry Blossom Festival: Incident One.
Three customers, daughter was bilingual and was translating for her mother and grandmother. They all wanted vanilla frappuccino's (according to the little girl). and this is what went down.
LG: Little Girl
AM: Angry Mom
G: grandma
V: me!
V: sweetie did you want yours to have coffee in it or did you want it without coffee so its more like a vanilla milkshake?
LG: ohhh yeah like that I dont like coffee!
V: but your mom and grandma, they still want the coffee right?
LG: yeah they like coffee.
V: ok sweetie that is going to be x.xx
LG: (tells her mom in spanish and hands me the money with a smile)
***
this girl is a cutie! she was so sweet and well mannered. Her mother on the other hand must have been in an extremely bad mood. because she grabbed the money out of my hand and did not mutter a thank you or anything. also she grabbed her daughters wrist and YANKED her across the room to be by the hand off plane. Now i dont want to get involved in parents and their form of parenting but I think that violence was a little uncalled for, but obviously an unfortunate side effect from her mothers pissy mood
I make the drinks as my other partner is sweeping under the counters for me, my back was killing me that day (cramps haha)
***
V: oooook one vanilla bean for you sweetie! And two cafe vanilla frappuccinos for you ladies so you can get a caffeine kick! (mind you I was perky while saying this, with a smile, even though I didnt want to be nice to this lady, but I like killing people with kindness.) Thank you ladies you enjoy your day and the parade. Its wonderful weather for it this weekend!
LG: THANK YOUUUUU! (goes over to the condiment bar to add vanilla powder, sugar... you know the things kids love)
AM: WAIT A MINUTE, WHY DOESNT MINE LOOK LIKE HERS?
V: you mean your daughters ma'am?
AM: YES I MEAN MY DAUGHTERS *rolls eyes* WHY DOES MY DRINK NOT LOOK LIKE HERS
V: because yours is made with coffee... did you not want coffee in yours? your little girl said she would rather have one without coffee so hers is a vanilla bean and yours is a cafe vanilla. it still uses the same vanilla bean powder, only difference is your drink is made with a base that has coffee in it.
AM: *another eye roll and insistance on raising voice at me like i am incompetent* YES I UNDERSTAND THAT BUT WHY DOESNT MINE LOOK LIKE HERS?
V: (at this point i am confused) because yours has coffee in it so it turns brown and hers is white because it does not have coffee in it...? ma'am im not understanding what the problem is?
AM: WHAT ARE YOU STUPID? IM NOT SAYING IT HAS TO BE THE SAME COLOR I JUST WANT TO KNOW WHY MINE LOOKS DIFFERENT.
V: well what is making them look different aside from the color?
AM: YOU KNOW WHAT FORGET IT. I DONT APPRECIATE YOUR ATTITUDE *storms out of the store*
***
G the grandma is slurping up her beverage like liquid crack. so no complaints form her thank goodness!
also at this point her daughter is still jazzing up her drink by the condiment bar so I do a slide and go over to clean up the little mess she made.
V: sweetie did your mom want the same thing you wanted.
LG: no she is just in a bad mood and she doesnt like americans. sorry.
V: thank you dear. would you like a cookie?
LG: yeah!
yeah yeah i know its "illegal" to give out freebies but this 6 or 7 year old at least justified that I was not out of my mind.
***
a half hour later AM returns storming in and almost hitting an elderly couple that was on their way out. no appologies to them of course because AM is entitled to use me as a punching bag. she must think it is in my job description...
AM: WHY DOES MY WHIPPED CREAM LOOK LIKE THIS?
V: because you argued with me for 10 minutes after your drink was made and you took it outside and it is now 30-45 minutes since you have been in this store, I assume you were outside in the heat. those circumstances will make the whipped cream go "flat" as we say because it is not fresh out of the chilled canister anymore.
AM: I DONT UNDERSTAND HOW YOU CAN MAKE SO MANY MISTAKES.
V: ma'am I can give you some more whipped cream. and im going to give you more in a cup. take it outside and i assure you the same thing is going to happen.
AM: I DONT LIKE YOUR ATTITUDE.
V: well ma'am I have tried understanding your needs today and you have continued to scream and raise your voice at me which has made myself and the people I work with uncomfortable. not to even mention the people sitting in the store. I am going to give you my managers number. you can talk to her about what you think is my attitude problem, but I will also be telling her, and i have witnesses... that you called me stupid and raised your voice at me every time you talked to me. so if this is all, I am now going to ask you to leave my store.
AM: *taken aback but leaves quietly*
***
point of the story? people think retail employees are sooooo beneath them that even if they are having a bad day I can be your own personal verbal assault punching bad. I am sorry that is not in my job description. and it is in my job description to protect my store from hostile customers. the police department knows me very well (in large part because of the two threats against my life all starbucks related) so if they get a phone call from me. they respond FAST.
Lesson to learn: respet people in retail? because if you piss of the person in charge, they can have you barred from the store.
respect works both ways. I do not have to tolerate curse words, or anything derogatory said to myself or the people I work with on my shifts. And I dont care if that means loosing...
"the most loyal customer to starbucks, because without me you would not have a paycheck."
that is my favorite line, and while working that day a former barista (one who put out a hit on my life) came back with another one of my favorite lines that I have never spoken but think all the time.
X. for ex barista exclaimed: "BITCH WE GET OUR PAYCHECKS WHETHER OR NOT YOU COME IN HERE WE ARE FUCKING STARBUCKS. WHO DO YOU THINK YOU ARE HOWARD SHULTZ?"
This was in retaliation to another incident... which will be tomorrows topic!
DC Cherry Blossom Festival: Incident One.
Three customers, daughter was bilingual and was translating for her mother and grandmother. They all wanted vanilla frappuccino's (according to the little girl). and this is what went down.
LG: Little Girl
AM: Angry Mom
G: grandma
V: me!
V: sweetie did you want yours to have coffee in it or did you want it without coffee so its more like a vanilla milkshake?
LG: ohhh yeah like that I dont like coffee!
V: but your mom and grandma, they still want the coffee right?
LG: yeah they like coffee.
V: ok sweetie that is going to be x.xx
LG: (tells her mom in spanish and hands me the money with a smile)
***
this girl is a cutie! she was so sweet and well mannered. Her mother on the other hand must have been in an extremely bad mood. because she grabbed the money out of my hand and did not mutter a thank you or anything. also she grabbed her daughters wrist and YANKED her across the room to be by the hand off plane. Now i dont want to get involved in parents and their form of parenting but I think that violence was a little uncalled for, but obviously an unfortunate side effect from her mothers pissy mood
I make the drinks as my other partner is sweeping under the counters for me, my back was killing me that day (cramps haha)
***
V: oooook one vanilla bean for you sweetie! And two cafe vanilla frappuccinos for you ladies so you can get a caffeine kick! (mind you I was perky while saying this, with a smile, even though I didnt want to be nice to this lady, but I like killing people with kindness.) Thank you ladies you enjoy your day and the parade. Its wonderful weather for it this weekend!
LG: THANK YOUUUUU! (goes over to the condiment bar to add vanilla powder, sugar... you know the things kids love)
AM: WAIT A MINUTE, WHY DOESNT MINE LOOK LIKE HERS?
V: you mean your daughters ma'am?
AM: YES I MEAN MY DAUGHTERS *rolls eyes* WHY DOES MY DRINK NOT LOOK LIKE HERS
V: because yours is made with coffee... did you not want coffee in yours? your little girl said she would rather have one without coffee so hers is a vanilla bean and yours is a cafe vanilla. it still uses the same vanilla bean powder, only difference is your drink is made with a base that has coffee in it.
AM: *another eye roll and insistance on raising voice at me like i am incompetent* YES I UNDERSTAND THAT BUT WHY DOESNT MINE LOOK LIKE HERS?
V: (at this point i am confused) because yours has coffee in it so it turns brown and hers is white because it does not have coffee in it...? ma'am im not understanding what the problem is?
AM: WHAT ARE YOU STUPID? IM NOT SAYING IT HAS TO BE THE SAME COLOR I JUST WANT TO KNOW WHY MINE LOOKS DIFFERENT.
V: well what is making them look different aside from the color?
AM: YOU KNOW WHAT FORGET IT. I DONT APPRECIATE YOUR ATTITUDE *storms out of the store*
***
G the grandma is slurping up her beverage like liquid crack. so no complaints form her thank goodness!
also at this point her daughter is still jazzing up her drink by the condiment bar so I do a slide and go over to clean up the little mess she made.
V: sweetie did your mom want the same thing you wanted.
LG: no she is just in a bad mood and she doesnt like americans. sorry.
V: thank you dear. would you like a cookie?
LG: yeah!
yeah yeah i know its "illegal" to give out freebies but this 6 or 7 year old at least justified that I was not out of my mind.
***
a half hour later AM returns storming in and almost hitting an elderly couple that was on their way out. no appologies to them of course because AM is entitled to use me as a punching bag. she must think it is in my job description...
AM: WHY DOES MY WHIPPED CREAM LOOK LIKE THIS?
V: because you argued with me for 10 minutes after your drink was made and you took it outside and it is now 30-45 minutes since you have been in this store, I assume you were outside in the heat. those circumstances will make the whipped cream go "flat" as we say because it is not fresh out of the chilled canister anymore.
AM: I DONT UNDERSTAND HOW YOU CAN MAKE SO MANY MISTAKES.
V: ma'am I can give you some more whipped cream. and im going to give you more in a cup. take it outside and i assure you the same thing is going to happen.
AM: I DONT LIKE YOUR ATTITUDE.
V: well ma'am I have tried understanding your needs today and you have continued to scream and raise your voice at me which has made myself and the people I work with uncomfortable. not to even mention the people sitting in the store. I am going to give you my managers number. you can talk to her about what you think is my attitude problem, but I will also be telling her, and i have witnesses... that you called me stupid and raised your voice at me every time you talked to me. so if this is all, I am now going to ask you to leave my store.
AM: *taken aback but leaves quietly*
***
point of the story? people think retail employees are sooooo beneath them that even if they are having a bad day I can be your own personal verbal assault punching bad. I am sorry that is not in my job description. and it is in my job description to protect my store from hostile customers. the police department knows me very well (in large part because of the two threats against my life all starbucks related) so if they get a phone call from me. they respond FAST.
Lesson to learn: respet people in retail? because if you piss of the person in charge, they can have you barred from the store.
respect works both ways. I do not have to tolerate curse words, or anything derogatory said to myself or the people I work with on my shifts. And I dont care if that means loosing...
"the most loyal customer to starbucks, because without me you would not have a paycheck."
that is my favorite line, and while working that day a former barista (one who put out a hit on my life) came back with another one of my favorite lines that I have never spoken but think all the time.
X. for ex barista exclaimed: "BITCH WE GET OUR PAYCHECKS WHETHER OR NOT YOU COME IN HERE WE ARE FUCKING STARBUCKS. WHO DO YOU THINK YOU ARE HOWARD SHULTZ?"
This was in retaliation to another incident... which will be tomorrows topic!
Saturday, May 16, 2009
I believe the customer is always right, except when they are wrong.
Starbucks has been my only retail job. I have been fortunate enough to stick with this company for four years, get a promotion and have my manager turn a blind eye when I partner beverage out some coffee when I am not working (yes this is 'stealing' but I really am a poor college student and hell this company has put me through a lot!!!)
Starbucks has also made me wish I took more than one psych class (which I took in community college while I was going to highschool so I had lots of credits to transfer, so it has been a while).
As my only commenter on this site (so far? *crosses fingers*) has said I offer "a small treatise on human nature through the lens of a Starbucks Barista!" I realize I never thought of it that way but a lot of what I have learned about human nature and the way we socialize has been through this job.
It has also led me to rebel the mantra of customer service, the whole customer is always right philosophy. Well I, Valerie Verona, would like to declare that I partially believe in that, except, sometimes the customer is just plain wrong.
I think starbucks knows about these customers, partially, and the way we are told to treat them is to "just say yes," which is pretty self explanatory. But call me jaded, I have seen this policy abused. There are times when you can just say yes but times when you cant.
example number one.
we have these drinks called vivannos. They are protein nourishing blends made with our own protein (whey) and fiber (chicorry root) powder. yadda yadda yadda. One lady comes in and this is what happened.
L = lady
V = me, the DC food and safety lisence holder for the store.
L = instead of putting your own powder in it can you use this instead *attempts to hand me a canister of goLEAN protein powder or something like that*
V = I am so sorry ma'am but I cannot take that from you, I can not put our powder in and can get you a spoon so you can mix it in yourself over by the condiment bar, but to put whatever you are handing me into our blenders is a health violation.
L = well so and so at the other starbucks did this yesderday and it is protein powder i dont understand why you cant blend it in for me. it wont taste the same if i stir it in.
V = ma'am i understand your frustration but that is an unknown substance to me, I trust you that it is goLEAN but I dont know if there is anything else in there that might cause an allergen issue and I dont want to be held accountable if you get sick or anything so I would feel more comfortable following starbucks policy. I appologize for this inconvenience.
L = (did I mention she was really angry by this point?) This is rediculous I want to speak to your manager.
V = My manager wont be in until tomorrow morning, would you still like me to make your orange mango vivanno without the protein powder?
L = NO I WANT TO SPEAK TO WHO IS IN CHARGE OF YOU RIGHT NOW.
V = ma'am I am the one in charge right now.
L = *huffs* WHATEVER BUT MAKE MY DRINK IN A LARGER CUP SO ILL HAVE ROOM TO STIR IN MY POWDER I CANT BELIEVE I PAY THIS MUCH FOR A DRINK AND I STILL HAVE TO DO WORK MYSELF.
V = Ok, X will ring you up and ill have your drink up in a moment!
seriously? I am dumfounded by the way this lady expected me to break a health code for her. Yes I know it says goLEAN, but uh... it could have been crack and cyanide for all I know. Likelyhood of that happening, slim. But I still need to protect myself and my store from lawsuits, that is why there are safety standards.
I wont even go into the hand off interaction. because this lady ripped her drink out of my hand and her nail scratched the skin off my finger. It was pleasant.
***
example number two.
being in DC we have a lot of big shots coming into the store and a lot of big orders for coffee travlers and cambros (they hold a lot of coffee).
One man ordered 270$ worth of coffee for a meeting. (this is not uncommon).
and this is what went down.
$ = big bux
V = guess
$ = hi i was in here yesterday and I was charged tax on my purchase, but I am tax exempt and I need that 27$ back or my company will make me pay for it.
V = yeah I remember you I helped you carry out your order... did you tell the register partner you are tax exempt?
$ = no but I need you to refund it.
V = im sorry sir but... unless you tell us you are tax exempt you are charged tax... and thats not really something I can refund
$ = *the I am so above you attitude* well when you charge me the wrong price for something you have to fix it, and most companies will refund you when they charge the customer the wrong price.
V = sir its clear on your receipt that you were charged the correct price for your purchases. im sorry that you did not say you were tax exempt but there is nothing that I can do to give you back that money after the fact. Perhaps you can talk to someone in your department to handles the billing and they can petition the money from the government. because tax does not go to my stores profits.... it goes to the government.
$ = I KNOW WHERE TAX MONEY GOES BUT I WAS CHARGED INCORRECTLY AND I NEED THAT 27$ BACK OR I WILL HAVE TO PAY FOR IT.
V= sir there is no reason to raise your voice at me. but i am unable to help you after the fact, if you did not mention it at the time there is simply nothing I can do. You were charged correctly and you forgot to mention you were tax exempt. I know you are frustrated but what you are asking me to do is give you 27$ out of my stores profits and I cant do that if you were charged correctly.
$ = but i wasnt
V = sir... you said you forgot to mention you were tax exempt. given that statement I am looking at your receipt and i see nothing I can refund you for.
$ = well this is just rediculous now this has to come out of my pocket.
V = I can understand your frustration. if i were to give you that money it would come out of my stores pocket... im sure if you talk to someone who deals with the credit card billing they can fix this for you... this happened to another person I know in... (cut off)
$ = JUST FORGET IT ILL BE SPEAKING TO YOUR MANAGER
turns out he never did speak to my manager, I guess he sucked it up and learned a 27$ lesson.
***
I know sometimes I may seem harsh. but I really am a nice person, not by choice by way of pharmacuticals (all legally prescribed). And I do try to give the best customer service, but some customers abuse this and I cant stand seeing it happen.
Just because I work in retail, I am not beneath you.
Just because I am serving you does not mean I have to tolerate disrespect.
Just because you think you can get shit for free does not mean you will.
xoxo
Valerie
UP NEXT: customer(s) who believe that without them I would not get my paycheck. all from the cherry blossom festival weekend of hell for valerie.
Starbucks has also made me wish I took more than one psych class (which I took in community college while I was going to highschool so I had lots of credits to transfer, so it has been a while).
As my only commenter on this site (so far? *crosses fingers*) has said I offer "a small treatise on human nature through the lens of a Starbucks Barista!" I realize I never thought of it that way but a lot of what I have learned about human nature and the way we socialize has been through this job.
It has also led me to rebel the mantra of customer service, the whole customer is always right philosophy. Well I, Valerie Verona, would like to declare that I partially believe in that, except, sometimes the customer is just plain wrong.
I think starbucks knows about these customers, partially, and the way we are told to treat them is to "just say yes," which is pretty self explanatory. But call me jaded, I have seen this policy abused. There are times when you can just say yes but times when you cant.
example number one.
we have these drinks called vivannos. They are protein nourishing blends made with our own protein (whey) and fiber (chicorry root) powder. yadda yadda yadda. One lady comes in and this is what happened.
L = lady
V = me, the DC food and safety lisence holder for the store.
L = instead of putting your own powder in it can you use this instead *attempts to hand me a canister of goLEAN protein powder or something like that*
V = I am so sorry ma'am but I cannot take that from you, I can not put our powder in and can get you a spoon so you can mix it in yourself over by the condiment bar, but to put whatever you are handing me into our blenders is a health violation.
L = well so and so at the other starbucks did this yesderday and it is protein powder i dont understand why you cant blend it in for me. it wont taste the same if i stir it in.
V = ma'am i understand your frustration but that is an unknown substance to me, I trust you that it is goLEAN but I dont know if there is anything else in there that might cause an allergen issue and I dont want to be held accountable if you get sick or anything so I would feel more comfortable following starbucks policy. I appologize for this inconvenience.
L = (did I mention she was really angry by this point?) This is rediculous I want to speak to your manager.
V = My manager wont be in until tomorrow morning, would you still like me to make your orange mango vivanno without the protein powder?
L = NO I WANT TO SPEAK TO WHO IS IN CHARGE OF YOU RIGHT NOW.
V = ma'am I am the one in charge right now.
L = *huffs* WHATEVER BUT MAKE MY DRINK IN A LARGER CUP SO ILL HAVE ROOM TO STIR IN MY POWDER I CANT BELIEVE I PAY THIS MUCH FOR A DRINK AND I STILL HAVE TO DO WORK MYSELF.
V = Ok, X will ring you up and ill have your drink up in a moment!
seriously? I am dumfounded by the way this lady expected me to break a health code for her. Yes I know it says goLEAN, but uh... it could have been crack and cyanide for all I know. Likelyhood of that happening, slim. But I still need to protect myself and my store from lawsuits, that is why there are safety standards.
I wont even go into the hand off interaction. because this lady ripped her drink out of my hand and her nail scratched the skin off my finger. It was pleasant.
***
example number two.
being in DC we have a lot of big shots coming into the store and a lot of big orders for coffee travlers and cambros (they hold a lot of coffee).
One man ordered 270$ worth of coffee for a meeting. (this is not uncommon).
and this is what went down.
$ = big bux
V = guess
$ = hi i was in here yesterday and I was charged tax on my purchase, but I am tax exempt and I need that 27$ back or my company will make me pay for it.
V = yeah I remember you I helped you carry out your order... did you tell the register partner you are tax exempt?
$ = no but I need you to refund it.
V = im sorry sir but... unless you tell us you are tax exempt you are charged tax... and thats not really something I can refund
$ = *the I am so above you attitude* well when you charge me the wrong price for something you have to fix it, and most companies will refund you when they charge the customer the wrong price.
V = sir its clear on your receipt that you were charged the correct price for your purchases. im sorry that you did not say you were tax exempt but there is nothing that I can do to give you back that money after the fact. Perhaps you can talk to someone in your department to handles the billing and they can petition the money from the government. because tax does not go to my stores profits.... it goes to the government.
$ = I KNOW WHERE TAX MONEY GOES BUT I WAS CHARGED INCORRECTLY AND I NEED THAT 27$ BACK OR I WILL HAVE TO PAY FOR IT.
V= sir there is no reason to raise your voice at me. but i am unable to help you after the fact, if you did not mention it at the time there is simply nothing I can do. You were charged correctly and you forgot to mention you were tax exempt. I know you are frustrated but what you are asking me to do is give you 27$ out of my stores profits and I cant do that if you were charged correctly.
$ = but i wasnt
V = sir... you said you forgot to mention you were tax exempt. given that statement I am looking at your receipt and i see nothing I can refund you for.
$ = well this is just rediculous now this has to come out of my pocket.
V = I can understand your frustration. if i were to give you that money it would come out of my stores pocket... im sure if you talk to someone who deals with the credit card billing they can fix this for you... this happened to another person I know in... (cut off)
$ = JUST FORGET IT ILL BE SPEAKING TO YOUR MANAGER
turns out he never did speak to my manager, I guess he sucked it up and learned a 27$ lesson.
***
I know sometimes I may seem harsh. but I really am a nice person, not by choice by way of pharmacuticals (all legally prescribed). And I do try to give the best customer service, but some customers abuse this and I cant stand seeing it happen.
Just because I work in retail, I am not beneath you.
Just because I am serving you does not mean I have to tolerate disrespect.
Just because you think you can get shit for free does not mean you will.
xoxo
Valerie
UP NEXT: customer(s) who believe that without them I would not get my paycheck. all from the cherry blossom festival weekend of hell for valerie.
Friday, May 15, 2009
So weird not working...
I have not had this many days off in I dont know how long. I feel like a mother (or what I imagine a mother feels like)... filled with anxiety because im sure someone will mess up the organization I try to keep in my store... and the cleanliness... are the drains being cleaned? do they remember to sweep UNDER the counters?
ok val. breathe. this was a much needed break to celebrate my coming of legal drinking age!
Being back in my hometown, visiting my old two stores brings back a lot of memories. Confrontations with customers when I was younger... and not a supervisor so I cared less about the things I said to customers because I knew my supervisor and corporate would baby them and let them get away with what they were doing EVEN THOUGH IT IS WRONG.
My second store was in one of the richest suburban areas, a drive thru and soccer moms in their SUVs loved to try and pull one over on us all the time with stories about "the other starbucks."
"the other starbucks does not charge me for soymilk because they know i am lactose intolerant"
"the other starbucks doesnt charge me for a venti price because I only want one shot"
"the other starbucks doesnt make it like that"
"the other starbucks knows my drink why dont you?"
I can not even tell you how much I HATE the "other" starbucks. and everytime someone says those three dreadful words I am tempted to say which one? because I will make sure to call them and tell them they are not following the proper standards.
Part of the ironic beauty of starbucks is that you are supposed to have consistency with your beverage wherever you go. Prices in different states vary but if you are getting a venti drink with one shot of espresso you do not get charged for a tall because im still putting in the extra dairy which is $$$$$$$. If your other starbucks charges you differently they are doing it as a courtesy, it is NOT the standard.
I hated it so much when stores dont follow standards, and then I get people mad at me because I am charging them the price I am supposed to. WHen I was a barista here the customer would always want to speak to the manager, and thus won with a cautionary "we will do it for you just this once." Bullshit, they are going to pull this over everywhere and when you think about it the store looses money.
Now that I am a shift supervisor stuff like that does not fly in my DC store. I do ask who the other starbucks is because chances are I know the manager and I am sure they would love to know how their baristas are making their store loose money.
I understand pampering and delighting our frequent customers every once in a while, but it is important to say, hey this extra shot/soy milk/ syrup /upgrade in size is on me today. This way they dont expect it at other stores.
Most dont... but there are the few crazies... which I attract, who are certain I am wrong and they are right.
xoxo
Val
Better post tomorrow: the flaws with the "just say yes" theory and "the customer is always right" theory
ok val. breathe. this was a much needed break to celebrate my coming of legal drinking age!
Being back in my hometown, visiting my old two stores brings back a lot of memories. Confrontations with customers when I was younger... and not a supervisor so I cared less about the things I said to customers because I knew my supervisor and corporate would baby them and let them get away with what they were doing EVEN THOUGH IT IS WRONG.
My second store was in one of the richest suburban areas, a drive thru and soccer moms in their SUVs loved to try and pull one over on us all the time with stories about "the other starbucks."
"the other starbucks does not charge me for soymilk because they know i am lactose intolerant"
"the other starbucks doesnt charge me for a venti price because I only want one shot"
"the other starbucks doesnt make it like that"
"the other starbucks knows my drink why dont you?"
I can not even tell you how much I HATE the "other" starbucks. and everytime someone says those three dreadful words I am tempted to say which one? because I will make sure to call them and tell them they are not following the proper standards.
Part of the ironic beauty of starbucks is that you are supposed to have consistency with your beverage wherever you go. Prices in different states vary but if you are getting a venti drink with one shot of espresso you do not get charged for a tall because im still putting in the extra dairy which is $$$$$$$. If your other starbucks charges you differently they are doing it as a courtesy, it is NOT the standard.
I hated it so much when stores dont follow standards, and then I get people mad at me because I am charging them the price I am supposed to. WHen I was a barista here the customer would always want to speak to the manager, and thus won with a cautionary "we will do it for you just this once." Bullshit, they are going to pull this over everywhere and when you think about it the store looses money.
Now that I am a shift supervisor stuff like that does not fly in my DC store. I do ask who the other starbucks is because chances are I know the manager and I am sure they would love to know how their baristas are making their store loose money.
I understand pampering and delighting our frequent customers every once in a while, but it is important to say, hey this extra shot/soy milk/ syrup /upgrade in size is on me today. This way they dont expect it at other stores.
Most dont... but there are the few crazies... which I attract, who are certain I am wrong and they are right.
xoxo
Val
Better post tomorrow: the flaws with the "just say yes" theory and "the customer is always right" theory
Friday, May 8, 2009
No I Want YOU to Make my Drink NOW
Apologies for the almost week long absence. Pesky finals got in the way and blogging time was axed in favor of studying.
But now that the summer is here off to some lovely stories about customers wanting delicious cold beverages in a timely fashion.
***
Three minutes. That is the rule, from when you enter the store to when you receive the drink the time elapsed is supposed to be three minutes.
Granted this does not always happen during blackouts. But the tale I am about to tell took place no where near a black out....
And this is how it went down...
three person deployment, all managers coincidentally.
Store manager was on the floor making backups and doing cold beverages if called
another shift supervisor was on bar making mocha since there was some down time.
and yours truly was the register partner, turning over the pastry case.
All of a sudden three people walk in. COOL. we were all getting bored so we were happy to entertain some customers. FIrst and second customers were pleasant and ordered one cold beverage and one bar beverage. Which for deployment sake means my store manager and the shift supervisor were each making one beverage.
Third customer was pleasant... until he got fussy for no good reason.
Lets call him SBM for stupid business man.
V of course is me, yours truly.
V= Hi, sir how are you today?
SBM= I want a tall black tea .... cold
V=ok one iced tall black iced tea. coming right up x.xx is your total, have a great day!
SBM= (silence)
so since store manager and other shift supervisor are finishing off drinks I go back to the pastry case, since there is no need to double bar or double cold beverage station when there are THREE drinks and TWO very fast people making them.
V= (starts putting cookies on a tray)
SMB= I need you to go and make my iced tea
V= (looks over) sir yours is next, my manager is finishing putting a top on that vivanno and then she will start your drink.
SMB= but you have to make it now im late for my meeting.
V= sir your drink will be up shortly. the young lady ordering the vivanno was ahead of you so we have to make hers first and now as you can see my manager is shaking your iced tea.
SBM= (huffs and puffs)
seriously?
if you were late for a meeting why did you come to starbucks? you got your drink in under TWO minutes.
Why do some people feel such a sense of entitlement that their drink needs to come first.
I have had my fair share of college students complaining because they arent getting their drinks fast enough and are going to be late to class.
I also have had people who are illegally parked outside demand their beverages faster because HELLO I AM ILLEGALLY PARKED MAKE MY CHAI FASTER!!!!
unfortunately there is no magic button that makes milk steam faster, or the blender blend faster.
shucks.
My favorite super entitled customer happened to be a mother that I encountered on my first week on bar (ahh the days when I was sixteen)
I was taking a little extra time making a nice pattern on a caramel macchiato when all of a sudden.....
BM = Bad mother
V= moi!
BM= CAN YOU HURRY IT UP MY BABY IS IN THE CAR AND I LEFT IT RUNNING!
V= what.... why would you leave your baby in the car?
BM= WHO ARE YOU TO QUESTION ME! WHERE IS MY DRINK?????????
granted I was sixteen. the customer is always right I should not have questioned a mothers decision to leave a baby unattended in the car running. and my former manager scolded me for that.
But seriously?
you left your baby.
in the car.
to get a drink.
and then you yell at me?
But now that the summer is here off to some lovely stories about customers wanting delicious cold beverages in a timely fashion.
***
Three minutes. That is the rule, from when you enter the store to when you receive the drink the time elapsed is supposed to be three minutes.
Granted this does not always happen during blackouts. But the tale I am about to tell took place no where near a black out....
And this is how it went down...
three person deployment, all managers coincidentally.
Store manager was on the floor making backups and doing cold beverages if called
another shift supervisor was on bar making mocha since there was some down time.
and yours truly was the register partner, turning over the pastry case.
All of a sudden three people walk in. COOL. we were all getting bored so we were happy to entertain some customers. FIrst and second customers were pleasant and ordered one cold beverage and one bar beverage. Which for deployment sake means my store manager and the shift supervisor were each making one beverage.
Third customer was pleasant... until he got fussy for no good reason.
Lets call him SBM for stupid business man.
V of course is me, yours truly.
V= Hi, sir how are you today?
SBM= I want a tall black tea .... cold
V=ok one iced tall black iced tea. coming right up x.xx is your total, have a great day!
SBM= (silence)
so since store manager and other shift supervisor are finishing off drinks I go back to the pastry case, since there is no need to double bar or double cold beverage station when there are THREE drinks and TWO very fast people making them.
V= (starts putting cookies on a tray)
SMB= I need you to go and make my iced tea
V= (looks over) sir yours is next, my manager is finishing putting a top on that vivanno and then she will start your drink.
SMB= but you have to make it now im late for my meeting.
V= sir your drink will be up shortly. the young lady ordering the vivanno was ahead of you so we have to make hers first and now as you can see my manager is shaking your iced tea.
SBM= (huffs and puffs)
seriously?
if you were late for a meeting why did you come to starbucks? you got your drink in under TWO minutes.
Why do some people feel such a sense of entitlement that their drink needs to come first.
I have had my fair share of college students complaining because they arent getting their drinks fast enough and are going to be late to class.
I also have had people who are illegally parked outside demand their beverages faster because HELLO I AM ILLEGALLY PARKED MAKE MY CHAI FASTER!!!!
unfortunately there is no magic button that makes milk steam faster, or the blender blend faster.
shucks.
My favorite super entitled customer happened to be a mother that I encountered on my first week on bar (ahh the days when I was sixteen)
I was taking a little extra time making a nice pattern on a caramel macchiato when all of a sudden.....
BM = Bad mother
V= moi!
BM= CAN YOU HURRY IT UP MY BABY IS IN THE CAR AND I LEFT IT RUNNING!
V= what.... why would you leave your baby in the car?
BM= WHO ARE YOU TO QUESTION ME! WHERE IS MY DRINK?????????
granted I was sixteen. the customer is always right I should not have questioned a mothers decision to leave a baby unattended in the car running. and my former manager scolded me for that.
But seriously?
you left your baby.
in the car.
to get a drink.
and then you yell at me?
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