(My mom and I are shopping at a popular clothing store and are in the process of checking out at the cashier. Our cashier couldn’t have been nicer and is extremely attentive.)

Cashier: “Okay! Let me just run your card—”

(Just then, a coworker cuts in.)

Coworker: *to me* “Umm, excuse me.” *to the cashier* “Um, our manager just called and told me to tell you that you are being too loud.”

(Our cashier instantly blushed with embarrassment and throughout the rest of our transaction became very meek and quiet. Before we left, I had to say something.)

Me: “Hey, by the way, you were absolutely NOT being loud or obnoxious. I know loud and obnoxious people, because I’m one of them and you are doing just fine. Keep up that great customer service.”

Cashier: “Wow, thank you.” *tears up a little*

(I called the store and had a “chat” with the manager on duty. Let’s just say I was a little loud and obnoxious!)

(It is a busy Friday night downtown at my work. I am also the only cashier despite there being a two-cashier minimum; I’m also working although I recently injured my leg.)

Me: “I need order [number]. It hasn’t come up yet!”

Manager: “What? We already made that. Are you so stupid you can’t even read the boxes and hand things out right?”

Me: “So, what you’re saying is you made a sandwich that is last on my screen before all the other orders I need, and never identified as the one with modifications, and it is my fault someone else took what should have been their order?”

(Surprisingly, a customer in line also speaks up in my defense.)

Customer: “Don’t you DARE talk to your employees like that! Let’s see you serve all of us and deal with you idiots when you can’t even walk properly. Just fix the d*** mistake! The faster you make their food, the faster we get ours.”

(My manager fell silent and made the orders in the right order this time. I gave the customer a discount on his order for being so understanding!)

Related:
Mismanaged Expectations, Part 7
Mismanaged Expectations, Part 6
Mismanaged Expectations, Part 5
Mismanaged Expectations, Part 4
Mismanaged Expectations, Part 3
Mismanaged Expectations, Part 2
Mismanaged Expectations (Not Always Right)

(I am working the tills when the rubbish men come to take the waste from the shop. I can’t leave the storefront, so I call my assistant manager but she doesn’t answer. I finally find her, walking out of the toilets after twenty minutes.)

Assistant Manager: “You can’t leave the shop floor.”

Me: “You weren’t answering the phone. The waste guy is getting angry.”

Assistant Manager: “You can’t leave the shop floor.”

Me: “But I had to tell you.”

Assistant Manager: “Don’t leave the shop floor. Call the phone next time.”

(Thankfully this all gets resolved. Later that day, however, one of the tills stops working in the middle of a customer’s transaction. There’s a very long queue of other customers behind her.)

Me: “I’m very sorry. The till has frozen. Is it okay if I call my manager and take the rest of the customers on the other till?”

Customer #1: “How long will it be?”

Me: “I’m sure it won’t be long…”

(Unfortunately, it ends up taking quite long. I call the assistant manager five times while juggling a line of 10 customers, and have to move all of them to a second till while the first customer continues to wait impatiently. When I check on the office camera, I see my assistant manager in her office on her mobile phone eating cake. I am nearly in tears by the time she finally comes out to fix the till. She does so, but leaves immediately without helping me with the remaining customers. At this point, another customer, Customer #2, approaches.)

Me: *to Customer #2* “Is that all for today?”

Customer #2: “Are you okay, poppet?”

Me: “Yeah. It’s just stressful, you know?”

(At this point, I see the assistant manager cross the shop floor and walk outside for a smoke with her boyfriend.)

Customer #2: “Did she just leave you here alone?”

Me: “I’ll be fine. Sorry, did you want anything else?”

Customer #2: “Yes.”

(Customer #2 pushes a chocolate bar across the table. I scan it and he pays. Before he leaves, he puts the chocolate bar in my hands.)

Customer #2: “Have a great day, darling.”

(I can honestly say that that was one of the most stressful days of my life, but it was made slightly easier by good customers.)

(We have a kiosk in the back of the store that allows customers to shop and order online items. There is an elderly customer with her young granddaughter trying to work the system. I’m working on the computer attempting to fix a glitch, while my new coworker stands there doing nothing. He looks at the elderly customer and says…)

New Coworker: “Aw geez, that’s going to take forever!”

Me: “You could, you know… help her? It’s kinda what we’re here for.”

New Coworker:  ”Seriously? We have to help old hags figure out how to use an internet browser? That wasn’t in MY job description!”

(The elderly woman hears my new coworker and flinches at his rude comments. As it isn’t busy, I go over and help her. Over the next half hour, I help her find what she wants and purchase it, while her young granddaughter shows amazing patience for a child her age.)

Me: “Well, ma’am, everything seems to be in order! Is there anything else I can help you with today?”

Elderly Customer: “Oh no, my dear! You’ve been amazing! Thank you so much!”  

(To my astonishment, the customer’s young daughter wraps her arms around my leg and hugs it tightly.)

Customer’s Granddaughter: *to me* ”You’re a very very nice people. No one helped my Nonna like that today. Nonna said nice peoples need hugs!”

(I’m left speechless.The granddaughter then lets go of my leg, walks up to my coworker, and suddenly kicks him HARD in the shin.)

New Coworker: “OW! What was that for!”

Customer’s Granddaughter: “You’re a mean people. Nonna says mean peoples don’t need hugs!”

Elderly Customer: *beaming* “There’s a good girl!”

(The two of them leave, giving me their thanks while my new coworker glowers at me. That moment made my year!)

(I work back in the meat counter and have several coworkers around. One is washing dishes, but three others are standing in the corner loudly goofing off. The coworker washing dishes is another part-time employee like myself, while the coworkers goofing off are full-time employees. I walk out of the cooler and notice a customer at the counter who doesn’t appear to have been helped yet.)

Me: “Sir, is there anything I can help you with today?”

Customer: “No, thank you.”

(The customer smiles and gestures towards my coworker washing dishes.)

Customer: “He already asked once. I have to say you two have been the politest guys back here.”

Me: “We do try. Let us know if you need anything.”

(I return to filling various items in the case. Suddenly, one of the full-timers notices the customer.)

Coworker: *to me* “That customer needs help! God, you guys never pay attention! You need to help the d*** customers! I don’t know why [boss] even pays you guys!”

Customer: *to my coworker* “Excuse me? You three have been standing around goofing off and didn’t even acknowledge I was here. BOTH of these two gentlemen asked me if I needed anything and I didn’t. If [boss] shouldn’t pay someone, it’s YOU… and I will be telling him!”

(And the customer did—turns out he was my boss’s brother-in-law.)