I tell all of my staff that they are welcome to respond to any disrespectful customer with "it sounds like you would be better served by someone above me - let me get him for you". I get paid to carry the weight and stress of my dealership. They get paid to be as productive as possible. Dealing with irrational and disrespectful customers is not productive.
Also it's fun to listen to them and then repeat to them exactly what my employee told them.
I had a situation where a local dominoes forgot an order of 25 pizzas that were meant to be delivered to work.
I made a phone call to follow up and the young worker admitted it was his mistake. The manager had been taken to hospital after cutting themself badly and this young guy was left in charge. He said "it's really busy, I've never had to run a shift before and I forgot to put your order through. I'm so sorry, I dont know what to do"
I told him to take a deep breath and that he was doing just fine. Then I thanked him for his honesty and for taking responsibility for his error. Told him to get those pizzas on the go, no one was gonna starve and he's doing a good job.
What is the point in berating the kid? He's trying to learn, hes doing his best, and let's be honest he doesnt get paid enough to put up with shit from customers.
When I managed a restaurant I always told the line employees "you are not paid enough to deal with rude customers. I get paid a lot more money than you, so if there's ever a situation where you don't feel comfortable dealing with the customer, tell them you need to get your manager and come get me."
Then I would let Karen take out all of her lifetime of disappointments on me, grab an ice cold diet coke, and go about my day.
BKCowGod on September 27th, 2019 at 03:46 UTC »
I tell all of my staff that they are welcome to respond to any disrespectful customer with "it sounds like you would be better served by someone above me - let me get him for you". I get paid to carry the weight and stress of my dealership. They get paid to be as productive as possible. Dealing with irrational and disrespectful customers is not productive.
Also it's fun to listen to them and then repeat to them exactly what my employee told them.
sometimesnowing on September 27th, 2019 at 04:51 UTC »
I had a situation where a local dominoes forgot an order of 25 pizzas that were meant to be delivered to work.
I made a phone call to follow up and the young worker admitted it was his mistake. The manager had been taken to hospital after cutting themself badly and this young guy was left in charge. He said "it's really busy, I've never had to run a shift before and I forgot to put your order through. I'm so sorry, I dont know what to do"
I told him to take a deep breath and that he was doing just fine. Then I thanked him for his honesty and for taking responsibility for his error. Told him to get those pizzas on the go, no one was gonna starve and he's doing a good job.
What is the point in berating the kid? He's trying to learn, hes doing his best, and let's be honest he doesnt get paid enough to put up with shit from customers.
Edit: punctuation
purgance on September 27th, 2019 at 06:00 UTC »
When I managed a restaurant I always told the line employees "you are not paid enough to deal with rude customers. I get paid a lot more money than you, so if there's ever a situation where you don't feel comfortable dealing with the customer, tell them you need to get your manager and come get me."
Then I would let Karen take out all of her lifetime of disappointments on me, grab an ice cold diet coke, and go about my day.