"It's all just a toss of a coin"
I want to believe that my behavior didn't change much either way after people started with the Seinfeld character comparisons. There was certainly no tempering of my actions but it’s up to others to decide if if had gotten any worse.
The
lunch period of each day was our opportunity to make money. If anything happened to damper those few
hours the day wasn't going to be profitable. Snow storm, road closure, water main break,
bank robbery, rain, falling ice from buildings, construction projects,
excessive heat, wind blowing building parts off - all these things happened repeatedly. When the sun was shining, we wanted to make
hay.
As I stated before, this included customer
behaviors, so very many customer behaviors.
Some were just unaware, some didn't care, and others were just socially
awkward. I am not always proud of my responses to those actions and it certainly caused a few problems.
This
particular day was a very busy, busy Thursday.
I know it was Thursday because we served what I liked to call “neighborhood
famous” bisque. Every Thursday we made oyster artichoke
bisque and those customers that had a taste for the soup knew the schedule. I have a severe allergy to iodine and oysters
and I have agreed to part ways. This was
of course after I lost every fight with most
seafood. The fishes won and I no longer
challenge their authority. I have never tasted this wondrous soup, but the lines at the store told me it was good enough to keep making.
That day many of the same people came for the soup like they did every week and then others were just there for whatever else was on the menu. I like to think that I had a good rapport with many of the customers and that we had some good moments for the short period of time we interacted each day.
Of those regulars two particular lawyers were quite non-stereotypical. They were funny and much less competitive than the usual attorneys. In addition neither was ever really offended by my antics. Brad and Bryan were patent attorneys and helped me Trademark the name of the business. The B’s would occasionally bring in clients or coworkers. One gentleman started hanging with them on Thursday’s after the B's introduced him to the soup. He didn't have the same sense of humor as the B’s but he still liked the place. Oh, he tried to be one the guys but it just wasn't happening. I was much nicer to him because of this noticeable social deficiency.
That day many of the same people came for the soup like they did every week and then others were just there for whatever else was on the menu. I like to think that I had a good rapport with many of the customers and that we had some good moments for the short period of time we interacted each day.
Of those regulars two particular lawyers were quite non-stereotypical. They were funny and much less competitive than the usual attorneys. In addition neither was ever really offended by my antics. Brad and Bryan were patent attorneys and helped me Trademark the name of the business. The B’s would occasionally bring in clients or coworkers. One gentleman started hanging with them on Thursday’s after the B's introduced him to the soup. He didn't have the same sense of humor as the B’s but he still liked the place. Oh, he tried to be one the guys but it just wasn't happening. I was much nicer to him because of this noticeable social deficiency.
On this
day the new guy wanted to try and participate in the verbal sparring that the B’s
and I regularly engaged in. We had a new girl working with us and we usually put the
new employee on the register during the busy times in hopes that they would not get overwhelmed.
Regular customers knew they could get their food quick and sit and eat before paying. When there was a lull at the counter they would pay their tab, but today there was no lull. After they ate, the boys had to get back to work and they all snuck up one side of the line to pay at the register while I kept
working. I would say that there were at least 10 to 15 people still in line to
be served.
New guy
being himself didn’t get the big picture here.
I was just too busy to engage. He on the other hand, wanted to complain that this new employee had overcharged
him. He was having a disagreement with
her over the price as compared to his lunch companions. I overheard most of the conversation but was
occupied with the line of customers. The
new employee seemed to handle the first of his arguments professionally and I think
she was accurate in her description of the transaction, but he was not satisfied so he tried again. The B’s were leaning
toward the door as they had already paid and were ready to go. New guy persisted. I turned my head and reiterated the argument
she presented. He had asked for additional food - we served it to him - hence
his bill was higher. Still no good. Perhaps I misunderstood the situation and he
had a point that I was missing. Perhaps
he was just trying to be one of the guys and start a little ribbing of his
own. I really don’t know what was going on in his head. What I do know
is that the customers were noticing and I was getting agitated. After what seemed like an eternity, the new
guy was not going away or willing to concede to my points. This caused me to leave the production line and
take the four steps to the register. I am
irritated and it shows. I am also not
speaking. Customers are watching and the
line is backing up.
The
door to the store was about 25 feet in front of the counter and was closed because
we were trying to keep the cool air in and the assholes out. So far, not so good. I walked to the register, gently moved the
new girl aside and hit the no sale button.
The drawer opened and I was about to put an end to this problem that was
costing me money. I grabbed a quarter
and a dime out of the register and with my palm facing down cupped the 35 cents
in my fingertips to drop it in his hand.
Yes, he was complaining out 35 cents on a $8.00 order.
I can’t
say when or why I made this decision but I can tell you there was very little
thought involved. As he reached for the
coins I snatched my hand back and raised my arm over my shoulder. In one motion and sentence I tossed the coins
over all the customers and bounced them off the front door and said “You can
get them on your way out.” I didn't wait
for a response and just went back to work.
The B’s could be heard snickering and the other customers had their
eyebrows reaching for the ceiling.
Things were calm the rest of the day and I am certain I should feel
mortified about my behavior. The story made its rounds through the neighborhood and only added
to the growing reputation and marketing of the restaurant.
I didn't see the new guy again for at least three years. The B's still came in with the same regularity and often just to get a cookie after they had lunch at another spot.
The first day the new guy made his way into the store was on one of these visits. We acknowledged each other with an uncertain tension of the others potential actions, but all was polite. After that he only stopped in on a rare occasion and I can't say that he ever bought anything again. The customer service side of me knows this was a bad decision. The marketing side wonders if the tale created folklore of my antics that was positive while the financial side tries to add up the gains and losses of those other two sides.
The B's reminded me of that incident for several years to come, either directly or through some snide (yet funny) reference. If I had put even one second of thought into my actions the situation would have transpired differently. I didn't, and when that pattern of action over thought occurred in the future it created many of the stories in this chronicle.
I didn't see the new guy again for at least three years. The B's still came in with the same regularity and often just to get a cookie after they had lunch at another spot.
The first day the new guy made his way into the store was on one of these visits. We acknowledged each other with an uncertain tension of the others potential actions, but all was polite. After that he only stopped in on a rare occasion and I can't say that he ever bought anything again. The customer service side of me knows this was a bad decision. The marketing side wonders if the tale created folklore of my antics that was positive while the financial side tries to add up the gains and losses of those other two sides.
The B's reminded me of that incident for several years to come, either directly or through some snide (yet funny) reference. If I had put even one second of thought into my actions the situation would have transpired differently. I didn't, and when that pattern of action over thought occurred in the future it created many of the stories in this chronicle.
