Working with the public is hard. At the radio station, we get a degree of protection by being behind a microphone or telephone. Here's a story that I would NOT have believed if I had not seen it.
It was a fast food place in town. I think the owner of the company probably has all four of the local stores in his franchise agreement. As I went to the store for lunch, I noticed the "NOW HIRING" street sign. Place wasn't really busy. Unemployment being lower here in Montana as compared to other places in the country strikes me you are a little deeper in the employment pool than other places. Nothing prepared me for what was about to happen.
I've worked my share of fast food places growing up. Its a great place to learn human nature, and even make a buck or two. I even waited tables. (For a day--that work is just too damn hard). Minimum wage isn't the greatest thing to work for, but you signed on for that amount. To me, it means you agreed to do what was asked for that "rental" of your time.
Most of the people you find behind the register I believe want to do a good job. I could be wrong, maybe they just want a paycheck. The man behind the counter at this establishment fits the "give me a paycheck" type.
Here's the scene. Local fast food joint. First thing you notice is the lack of cleanliness. Chicken parts and leftovers on the floor. I think there was one clean table out of about 15. The tables had been cleared but not wiped. Ceiling with evidence of water damage. One electric socket coming out of the ceiling. If I owned the business, I'd be appalled, but hey I chose to eat there right?
On the register is a sign telling you who to call with a toll free number if you have a comment on the service or quality of the business. I had the chance to read the sign a number of times in the two minutes I stood behind the guest in front of me while we waited on someone, anyone to acknowledge our existance.
What follows is true as best I can remember. I've changed the names to protect the business and the employee.
Employee shuffling carelessly to the register. He stares at the customer. No words were exchanged. Finally the customer speaks.
Customer: "I'd like a (details redacted).
Employee: "what (type) would you like
Customer: "I'd like a (blank) Oh, and I'd like to use the coupon too. Can I exchange one of the sides for another product?
Employee: No
Customer: No? (confused) But they are the same price
Employee: No, we're not allowed to do that
Customer: So you'd rather have me unhappy than do something that's doesn't cost anymore?
Employee: Yes. So do you still want the (blank)
Customer: (annoyed) yes.
Employee: Do you want anything else?
Customer: I'll take a drink too
No repsonse from the employee.
Customer walks away leaving who I'm guessing was the husband to pay. Husband hands over a debit card. Employee does the transaction. Then as employee hands the paperwork back says,
Employee: Do you want a water cup with that?
Husband looking at the receipt: Didn't she say she wanted a drink?
Employee: yeah, but she didn't say a size so I didn't charge you for one.
Now that battle starts to escalate as wife wades back in.
Customer: Really? I didn't give you a size and you didn't ask. Really?
Employee: Now you don't have to get angry, I know its morning and every body is cranky but....
Mercifully, a manager comes to the rescue and solves the problem that common sense could have helped. One more part of the story. Remember that sign out in front of the store about "now hiring"? A young man in his mid 20's came in to get an application. Asked this employee if he could have one.
Employee: No. We don't have those here.
With this guy as a role model for employees, its a wonder the owner can stay in business.
No comments:
Post a Comment