Last night, after a long tiring day at work, I came home and thought about my day. It led me to write the following post over at the other place where I blog.
"Had a customer today, who was very particular about her order. And wanted a certain person to fill her order. So I honoured her request and mentioned to my coworker that the customer requested his service. Then I went on and helped to gather the orders for other customers. Meanwhile, my supervisor went and got the product that this other customer asked for. And she says its the wrong thing. I rang in what she asked for originally. I can't help if someone changes their mind afterwards and doesn't tell the person who is trying to serve the customer. When my supervisor said what I had rung through, the customer rolled her eyes and said something like "Well that's no surprise".
I was a little offended. But I ignored what she said and kept on doing my job.
Yes, I work in the food service industry. But that does not indicate by any means my intelligence level. Just because I didn't hear through somebody's mumbling, does not mean I'm stupid.
I've only been working at this place for a little over a month, but in that time I managed do my job well. So much that the supervisor I work with the most considers me one of the best front people he's ever had.
I work hard. I try to go above and beyond what is expected of me. I listen to the customer and repeat their order back to them to confirm that's what they ordered. And if I maybe misheard, I apologize and fix that mistake before it's too late.
And yeah, I'm doing all this on very minimum wage, while trying to pay for school so I can complete my Masters.
I know I shouldn't dwell on these kinds of things, but it just bothered me a lot today. I've already had some hang ups about taking this job, and dealing with difficult customers was one of them.
I guess the best I can do for now is just try harder tomorrow to make that customer happy.
Not that I really need to prove anything to her. I just want customers who frequent fast food places to have a little respect for the workers there.
I mean, you shouldn't bite the hand that feeds you right? lol.
I know that customers most definitely keep the business running. Without them, there would be no point. But I have a hard time agreeing with the mantra that "The Customer is always right". Everyone makes errors. Both customers and employees. It happens. But when an error like that is made, insulting another person's intelligence should not be the default reaction. It's rude and uncalled for. The person making the error should take responsibility and apologize.
Even though I feel as though I wasn't actually in the wrong, I did apologize to the customer. I really try to treat others with respect because that's how I want to be treated. Especially in my job, although it usually doesn't happen.
Some people just want to complain and take their angst out on others... most often customer service representatives.
Let me tell you, my patience was definitely tested at that point, but I think I passed lol. All I can hope for is a better day tomorrow. "
I then asked my readers how they would have handled a situation like that. Hoping for some assurance that I did the right thing.
I honestly don't dwell on miniscule situations like that. But the customer returned today. She actually asked again for the same person to make her coffee. But he was unavailable at the time. And since I was working the coffee station at work this morning, I ended up making it.
The customer actually refused the coffee I made for her. Which was made to her liking and using a fresh pot.
My supervisor was available at that time, when she demanded he make a new one, without even tasting it. Just assuming I got it wrong.
What's funny was my supervisor had to ask me what the customer asked for in the coffee because I had already cleared my screen.
It really makes me wonder if she's just cranky like that with my other coworkers when I'm not there, or if its just an unreasonable dislike for me. Because she's seriously testing my patience with that behaviour. NOBODY should be treated like this at their jobs. Especially when they haven't done anything wrong.
It just makes me shake my head with shock and mutter "some people..." to myself.
I think my supervisor actually picked up that I looked a little shocked when the customer refused the coffee without even tasting it because he said he trusted me and understood I made the coffee right. So that was nice.
Anyway, how do you treat people who work in the food service industry on a normal day to day basis? And what happens when they make a mistake - how do you handle that situation?
How would you like a fast food employee to behave towards you when you go in?
