I don’t know if this technically qualifies as a customer service failure, since it was the customer who failed, not the employee. I’m going to tell it to you anyways. It was funny as hell.
During my senior year of high school, I worked a a Burger King down the street from school. I would go in right after school let out and work as long as I could under Kentucky law. Sunday through Thursday, as a minor, I was only allowed to work until a certain time because I had school the next morning. On Friday and Saturday, I was allowed to work later. Because of how late this took place, I’m going to have to say it happened on a Friday or Saturday night.
The location that I worked at had two headsets for the drive-thru. Those two headsets remained up front until around 8 every night, which is when the dinner rush ended. After that, one of the headsets is kept by the person running the drive-thru, while the other is given to the person making the burgers. That way, the person could start making the sandwiches as the order was being taken, thereby, getting the order out faster. On this particular night, I was the one making the sandwiches.
A beep went off in the headset, letting us know that someone was at the menu. My manager, who was running the drive-thru, welcomed them and asked them if they were ready to order. The man in the car, who sounded drunk, said that they needed a minute. After telling him to let her know when they were ready, my manager, and I, listened as the drunk sounding man told his friends how hot he thought my manager’s voice was.
I looked up at my manager, and she was just beaming, a smile from ear-to-ear. The drunk guy got back on a couple of seconds later and said he was ready to order. She told him to go ahead and he started calling out his order. “I’ll take 3 double cheeseburgers, 2 large fries, and 3 large drinks… and a back rub.”
I started laughing. She ignored it, and repeated back his food order. “Is that correct?”
“….and a back rub.”
Once again, she ignored it, told him his total, and instructed him to pull up to the window. I made the sandwiches quickly and ran up to the front. We didn’t have any other customers, so I was able to leave the sandwich station, and I started bagging the food. When we were slow, I used to do that so whoever was running the drive-thru could deal with the customer while I bagged the food. That way, we could get them out quicker. This time, however, it had the added bonus of letting me be there when the guy pulled up to the window.
She opened up the window, and before she could remind him of his total, he got a freaked out look on his face. “Oh God,” he exclaimed. “Nevermind. I don’t want no back rub from you!”
I lost it. I held in the laughter as best as I could and I took off towards the back. I got into the walk-in cooler, shut the door, and I laughed my ass off. Taking a minute to compose myself, I exited the cooler, reminding myself not to say anything, because the manager could fire me if she wanted to. It turns out, even if I wanted to, I couldn’t have said anything to her anyways, as she was still arguing with the drunk man.
For some reason, she was not a fan of being told that she was too ugly to rub his back, so she told him to leave. He was drunk and we weren’t going to serve him. This didn’t sit well with him. He knew his food was ready and he wasn’t leaving without it. It probably would’ve gone on longer, but another manager, who had been counting tills in the office, came out and told the guy that if he didn’t leave, we were calling the cops. Apparently, his double cheeseburgers weren’t worth getting arrested for DUI, because he took off quickly after that.
I was a smartass back then (I know. Hard to believe, right?), and it took all my willpower to not say something to my manager about being so ugly that even beer goggles don’t make her look better. I don’t know how I did it, but I kept my mouth shut.