Rude customer(s).

I'm 19 and I work at Starbucks. It's a really awesome job, both because of the people who work there and most of the customers. We have a lot of regulars there that really like all of us, and it's usually a good time. Today, though, I had a customer who was determined to be a jerk. I was on bar, which meant that I was making all of the drinks. Anyway, I finish up what is written as an iced tall Caramel Macchiato. For anyone who doesn't know, it's basically vanilla syrup, milk, ice, espresso ontop of the ice, and caramel on top of that. This one said (on the cup) that it was supposed to be melted, which meant everything was mixed together. I finished it up, handed the drink to the customer, being nice and polite as always, and he says "No, I wanted this blended." So I asked him if he meant he wanted a caramel frappuccino. I'm sure most of you know what those are. He said to me, "No, I just want you to blend that drink up in the blender for me." I asked him if he was sure, he said yes, and I did just that. Of course, since it's not meant to be blended, it came out not looking so great. I handed it to him, asking him one last time if that's what he wanted, and he sort of shook his head and looked angry. Then he asked me "What days do you normally work?" I told him it's pretty random, and asked him "Why?" He says to me, "Cause now I know better [than to come while you're working]." I said "Okay" and he walked away.

What an asshole. Even after I followed every one of his weird requests, doing exactly what he asked me (literally), being really nice about it the entire time, the guy has an attitude and basically tells me I suck. I get people all the time telling me how good I am at doing this, and this one jerk has to have a problem. Seriously, what is it with some people? Are they not aware that people behind counters making them drinks are people too? He's really lucky that Starbucks has such a "friendly" policy, or I would have let him have it. I wanted to just tell him that I could be there any day, so he might as well not bother and never come back, but that probably would have gotten me in some major trouble. He should hope I never find him in an empty parking lot.

No real point here, I'm just steamed. Anybody have similar experiences or anything?

Would You Like Fries With That?

We're only human, and when you deal with the general public, you're going to deal with all kinds of people.

And some -- how should I put this? -- aren't exactly the shiniest coins in the fountain.

Being human, we tend to empathize with others and don't want people to be unhappy -- or mad at us.

So when someone's being a moron, it's going to hurt, even if just a little.

While I've never personally worked in food service, my favorite comeback when dealing with obnoxious people derives from the vast archives of McDonald's lore.

After a customer yells and complains at you while ordering food and gets all up in your face about whatever, just look them in the eye, and in your most calm, bored, deadpan tone of voice, say:

"Would you like fries with that?"

Note that this works even better if they've already ordered fries. And at Starbucks, of all places, I think the effect would be most sublime.

My advice: Relax and remember that the worst punishment a dillweed can be given is living with himself for the rest of his life.

At least it looks like this customer will try to avoid you. I say celebrate that little miracle.



[edit on 6/25/2006 by Majic]

As a Car salesman, I could give numerous examples of rudeness. Over time I have developed a thick skin. This is my #1 all time "get the heck out of here" line.

ME: Sir, I can tell by your outrageous offer that you are looking for a "good buy!"

CUSTOMER: Yes, I am!

ME: GOOD BYE!


And yes it felt good! After 11 years of selling cars, I have a reputation as a closer, so management didn't mess with me. If a newbie would have tried that, all hell would have broke loose!

[edit on 25-6-2006 by Carseller4]

A few months ago i was at my local starbucks and they made me a pumpkin spice latte that was luke warm at best. I asked them to nuke it for me because it wasnt hot enough and the manager looked at me like i asked her to please pass the jelly at a 5 star restaurant. She then proceeds to tell me they dont have a microwave and that they have to make me a new one. While they are making me a new one she is throwing gift certificates at me and im like lady all i want is a HOT coffee. I get the remade coffee and its as luke warm as the other one....i walked out thinking its not EVEN worth asking for a hot coffee. My point is there are 2 sides to everything. They probably thought i was some ass customer who only wanted to complain but all i really wanted was a freakin HOT coffee.

One thing you have to remember is NEVER ever question a customer as far as his likes or dislikes go. One thing I really really hate is when I go into a place and order something I like the way I like it and Im questioned or told how bad it sounds. As an example I like my coffee sweet, and when i tell the person I'd like 6 sugars and they make a stupid comment or begin to give me health warnings...just friggin give me the coffee and shut up! LOL
I have worked in both of my parents restaurants and never have I ever questioned a customer about what they want or how they want it. One thing I notice in Starbucks, since Im not a steady customer, and not familiar with their terms, I just want a LARGE coffee, and the server actually tries to correct me and make me say I want the grande or whatever name you guys give a fancy name to large coffee. I really abhor that. I guess its their way of legitimizing the high prices they charge for their coffee by making it sound a lot more sophisticated then it really is.
Herman just so you know , the food service industry is one of the most thankless industries you can have. people will abuse you for the stupidest reasons you can think of. It was always fun to watch my mom kick the rude ones out of her place and see them beg to come back in the following week.

Pie

The only reason I "questioned" what he wanted is because a lot of people come in having no idea what they want or what anything is. At least once a day someone orders a "Cappuccino," and when they get it they're angry that it's not frozen and blended. Most of the time people order lattes, we make them hot, and then they want them iced. Most people don't know the sizes...they say tall and they think that's large, etc. etc., so I sort of appreciate people who just say large haha. I do usually say the actual size though, but it's just for my memory. I'm actually more used to Tall, Grande, and Venti than I am Small, Medium, and Large. So naturally, when this person ordered a blended "Caramel Machiatto," which is very popular and similar sounding to the also extremely popular "Caramel Frappuccino," (which IS blended) I was going to ask if he's sure what he wants. This guy's just a major jerk.

And about the luke warm drink... We actually can't microwave drinks. For one, it totally ruins the taste and the ingredients, and two we don't really have microwaves other than sometimes one in the back for lunch breaks. Usually we're happy to make a drink over again if the customer doesn't like it, and usually give you coupons for another free drink. It's usually pretty embarassing for a person to give out a luke warm drink anyway. You just got unlucky...they probably made it with the same milk as the first one!

The good bye thing sounds awesome, but I don't know if I could get away with it in a coffee shop. I don't think they would understand what I meant... I should try "Would you like frys with that."

My advice: Relax and remember that the worst punishment a dillweed can be given is living with himself for the rest of his life.

That should be my signature haha.

The worst experiences I have had while working in the service industry was when I was a cashier at a grocery store. I never really had an angry customer but I can't even count how many times I have had customers who were rude because they felt they were somehow superior to me.

You know, I'd start ringing up their groceries and ask if they found everything ok, and they'd just stand there with a smug look on their face as if saying "someone like YOU shouldn't address someone like ME!"

i get really, really rude people in my cyber cafes all the time, they dont understand what their doing and usually come out with the line that the computers are rubbish..(they are in fact excellent), i also find that they will go over their pre payed time limit and demand that they not pay extra as its only 10 miutes more, my answer is that u dont put a litre extra of petrol in your car and demand not to pay for it as its only an extra litre?

Ive had people get angry with stupid things such as they dont like the music we play on our sound system and demand i change it, ive had people come out with lines like "its free in my country why should i have to pay for the internet?" ive had people demand i charge less, ive had people walk in at midnight when we close and demand i turn the machines back on as they have a really important e mail to send and then tell me im a prick when i refuse.

all in all though this is made up for by the nice people that really appreciate the fast,efficient service and leave a tip for us being so helpfull.

its swings and roundabouts, i usually tell them that they have mistaken my business for one that caters for idiots and tell them to find somewhere else.

not worth letting them wind you up.

I used to manage a small print shop in B'ham, and what really used to pee me off was when a customer would come in with an image the size of a postage stamp and tell you they want it blown up to A4 for 4 colour process printing, when you tell them that the image is to small and needs to be recreated, which will cost them about £40 they go ape and tell me just to use the image, I would take a deposit and have the printing done for them as quick as possible. The customer would return and ask why the printing looks so bad and that there not paying for rubbish like that. So I used to smile polietly and tell them thats exactly what they asked for and we would keep the deposit and bill them for the cost of the paper if they didnt want the printing, thats when they would usually come to some sort of agreement.

Yeah, these stories are perfect examples of why I wish I could be a smart ass at work instead of always being nice. Don't get me wrong, I love being nice....to the people who deserve it.

i usually tell them that they have mistaken my business for one that caters for idiots and tell them to find somewhere else.

Oh, how I wish I could get away with saying that one...

Originally posted by optimus fett
i get really, really rude people in my cyber cafes all the time, they dont understand what their doing and usually come out with the line that the computers are rubbish..(they are in fact excellent), i also find that they will go over their pre payed time limit and demand that they not pay extra as its only 10 miutes more, my answer is that u dont put a litre extra of petrol in your car and demand not to pay for it as its only an extra litre?

ahahaha I get the same thing in my place. Exactly! The idiots that bug me most are the ones that ask what time you close and then they arrive at the time you had told them you were going to close in order to do their "Important report thats due tomorrow". The kids that sit there sneaking peaks at messed up porno sites that crash your machine and then have the cajones to complain that the computer is slow and has a million pop-ups are the best..DUH


Pie

The best things and the worst things about working in the service industry are the people. I worked as an assistant manager at our local Blockbuster video store when it first opened (during the local schools spring break--wasn't that just fun...). Usually, I enjoyed working there, the money wasn't great, but free movies, good looking college girls in and out all day, there were decided perks to the job .

The downside to this was when the dumb drunks would come in late on Saturday nights, looking for and I quote: "something with naked chicks getting..." Usually at the tops of their lungs...all this with parents and their kids wandering around the store. Well aday. We would attempt to quietly inform them that we do not carry adult films with naked chicks getting... At which point, these sterling examples of why brothers and sisters should not marry, would inform us, usually me actually, that we sucked and that we, usually me, were dumb whatevers and we would be in trouble when they came back. I personally had to call cops on at least 4 occaisions when someone, to teach us a lesson, keyed our cars.

Most customers are very nice people...but it only takes one to spoil ones opinion of all the others. The smuggly superior ones are the ones who REALLY tick me off. I really don't need some moron telling me how to count out change. Seriously.

I work at an all night grocery store now, and spend time behind the register (far too much time actually...but that's another rant). We sell large amounts of achohol in the form of beer, and at two AM we stop. State law, has been for a looong time...though you wouldn't know it from the gentlepeople we get in at 3 or 4 AM wanting 4 30 packs of coors light or budwieser. I had one brainiac offer me 500 hundred dollars to sell him a six pack of budwieser. If I'd been able to get away withit I would have...and laughed my greedy butt off. But, alas, the checkstands are all monitored by cameras.

For every rude, and or stupid, customer a service employee has there are hundreds of polite nice ones...it only seems the other way around.

I work in a bicycle shop and since alot of our customers are people that lost their license because they were stupid enough to drink and drive in the first place, we've got some pretty slow ones that come in here.

Here's my favorite (favorite to get mad at)

Customer : "I need a part for my bike"

Me: "what kind of bike is it?"

Customer: "A red one"

You think sales is tough? You haven't spent a day in the life of a tech support agent.

You wanna see angry customers?
These guys come on the phone angry, never allow you to say one damn word to calm them down, they dont actually want to be helped, they just found the tech support phone number and are using that as a target to vent their anger at... and boy do they vent!
All the while you have to be polite. You cant hang up. You have to let them yell at you. Unless of course they use a racial slurr, or swear directly at you. Then you have to give them the 3 warning rule... which they wont hear, because they are currently yelling.
Then they finally calm down enough to listen to what you have to say.
If you dont fix their problem in 5 words... then they continue yelling... by this time they have had enough time to breathe and get ready for the next spew of vulgar messages directed at you.
They usually end the call with, "Thanks for nothing you useless piece of ****"

What do you think of people who make their orders in a goofy way? Because I did that at Starbucks today when I ordered a frappachino. I would hope it would be better than ordering from the usual mundane folks.

Originally posted by laiguana
What do you think of people who make their orders in a goofy way? Because I did that at Starbucks today when I ordered a frappachino. I would hope it would be better than ordering from the usual mundane folks.

Nah, people with a sense of humor make the job better. If you're cool and funny about it, or you just don't know any better, we won't hate you for it! I've said before that I don't care how picky a person is as long as they're nice, and in some cases apologetic for it. Not that anyone has to apologize for adding things to their drink, but if the line is backed up to the door and somebody is being extremely specific, a "sorry I know I'm picky" is always nice. I joke around with people all the time at my star.

Yeah, I'd never want to work tech support. People are bad enough to your face, I can't imagine what it would be like if you couldn't see them.

While we're on topic of starbucks... why can't they just call it Small, Medium, and Large?

As for rude customers... here's some words to live by:

Don't screw with doctors or people involved in food prep, or trust me you will feel it later.

You know Herman, I am really sorry for you. I know exactly what you mean. This problem is everywhere in various parts of work. It doesn't matter where you work. It doesn't matter how good you do your job and how polite you are. I experienced similar situations, although I work as a male nurse. You can't satisfy every human being. We have a spoilt society, who pass the limit of our professional patience sometimes.

Originally posted by Djarums
While we're on topic of starbucks... why can't they just call it Small, Medium, and Large?

They like to maintain their originality. They also like to seem Italian (That's where the creater got his idea for Starbucks), so they do things like "venti" which is a number...just not entirely sure which one!