(this one, I'm lightly editing)
Service with a smile
How to make friends and influence people while standing behind a counter
by Peter Hahnloser
The Daily of the University of Washington
Dec. 2, 1998
I can see anyone who's read my prior columns thinking to themselves, "Who doesn't this guy hate?" So far, I've covered affirmative action, religious folk, and people who couldn't write themselves out of an acorn. I realize that this has probably given people the wrong impression.
I don't intend to single any group out; rather, it's the general public that concerns me. I feel that humanity is heading downhill, not because of politics, religion or misspellings, but because of my time in the service industry. The more exposure to the public I get, the less I feel I can trust people to do just about anything.
In December 1995, I was hired for my first job. I was 16, and a job allowed me to get a car. A Boston Market opened right next to my house and one day, as I was walking home from school, I was approached by a guy offering me a job there. They offered $5.75 starting pay, and that sounded good to me.
After a week of training at another store and a week in training classes, the store opened. Throughout January, I looked forward to going to work -- and then I realized the folly of my ways.
I got one testy customer after another, until finally, I snapped. I started using the customers for personal gain -- namely, stories to treasure for the rest of my life. The beauty of it is, few of them realized I was giving them anything but top-notch service. This pattern continued through a brief stint at Arby's and then again at the Market.
So, if you have a job in the service industry, or have a temp job for the season, read on, and find out how you, too, can come up with entertainment at the expense of others, getting paid all the while.
Fun with menus
These days, many chains have modular menus -- you can move items around to change prices and available items. Beware, though: A fake price is false advertising, so be subtle.
We had a modular drink board, so one of my shenanigans was making the free refills run 99 cents each. Sure, it makes no sense, but no one caught on for nearly three weeks, and we enjoyed the puzzled faces of customers who knew something wasn't quite right, but were too timid to say anything.
Labels everywhere
Sometimes you need to point out the painfully obvious to customers. I once was given the task of making cutlery labels, and produced "forks," "spoons" and "knaves" -- this went unnoticed for more than two months.
Affirm the customer's stupidity
When the customer asks a stupid question, it can be a reflex to laugh and say "Damn, are you stupid!" However, this has a generally detrimental effect on your job status. The key is to follow the customer into the land of the absurd.
One night, I was working drive-thru when a customer asked "That carved ham ... is that the same as a Ham Carver?" For those unfamiliar with the Boston Market menu of the time, one of these is a meal, located on the "meals" board, and the other is a sandwich, located on the "sandwiches" board.
Here's the kicker: One was, at the time, $5.49, while the other was $3.99. So how could they be the same? Well, I didn't want to tell the customer he was wrong, so I replied "Yes, sir, that's why it appears on the menu board two different times, and each time with a different price."
Someone else came on and corrected me, but by then I'd had my fun and went off to stock the knaves.
Point out the obvious
Early in my service career, a newlywed couple came in -- they still used terms of endearment profusely.
"What do you want, honey?"
"I don't know, sugar, what do you want?"
You can imagine how this continued. Eventually, the woman tapped on the cold case glass, pointing at the cranberry sauce, and asked, "What's this here?"
My immediate response: "That's glass, ma'am."
Her husband fucking lost it, head first into the glass laughing his ass off. I hope I didn't cause a divorce.
Yes, we don't have any
One night, a woman came in hell-bent on getting tortellini salad, which we had run out of 30 minutes earlier. When ordering her two sides, she pointed an accusatory finger at the cold case and asked as to the whereabouts of the tortellini.
I explained that we were out, and she asked if I was sure. Considering that we had this nasty habit of checking in back for more when we ran out of a side, I was pretty sure that we were out, but she assumed this was only a ruse.
"Can you check again?"
"Sure," I said, and proceeded to go in back, grab a soda and kick back for five minutes before I returned and announced that -- lo and behold -- we really were out of tortellini salad.
She went ballistic at this point -- started shaking and whatnot -- and said shrilly, "You're telling me there's no tortellini salad in the entire store?"
Essentially, yes, that's exactly what I was telling her, but this had gone on long enough, and I tired of her attitude quickly, so I responded with "There may be some out back in the dumpster, but I assure you, there's none anywhere else."
I almost got fired.
The customer is always blind
Funny thing about chickens, they all look the same once plucked, and they all have the same anatomy.
Yet a customer who ordered a quarter white declared that his meat had no skin. I quickly explained that there was skin o' plenty on the ridge of the breast, where it is commonly found.
This simply wouldn't do -- he wanted skin on the part of the breast where it met the thigh (and where, consequently, there was none). Even after explaining to him that no such chickens existed, he demanded another piece, which he then accused of also being skinless.
I finally gave up and rang him up, ignoring his shrieks of displeasure. He threatened to never come back. Darn.
Can you hold on?
Oftentimes, especially in drive-thru, a customer will ask if they can have a second to decide. A good response to this has always been "I'm sorry, we're fresh out of seconds -- would you like to try a minute instead?"
Au jus night
Alright, so this isn't really something everyone can apply to their jobs, but it should be a good starting point from which to brainstorm. It takes the ability to keep a straight face under duress, but it pays off.
The store I worked at was a very slow one, and there were only three people working at any given time. I was working drive-thru one night and decided to have a little fun.
Arby's serves french dip submarine sandwiches that come with a cup of au jus. To portion the au jus out, we had a vat that held about two gallons from which we poured these cups. In an average night, we'd sell two french dips, accompanied by two cups of au jus.
I realized that we were wasting a lot of au jus in serving only 16 ounces of the 256-ounce capacity, and decided to organize au jus night, an evening of fun and festivities wherein all drive-thru customers were offered a cup of au jus with their order.
Perhaps "offered" is a bit misleading. When repeating their order back to them, I'd throw a cup of au jus in the middle, and only one person caught me in the act -- out of around 60 orders.
When the customer would arrive at the window, their order -- complete with au jus (at 30 cents a cup) -- would be waiting. This included those who only got a beverage, and these people would invariably be surprised at the small sack accompanying their cup.
"What's that?"
"Your cup of au jus, sir."
"I didn't order a cup of au jus. Why would I want au jus with a drink?"
"Frankly, sir, I was wondering the same thing myself, but I figured you knew what you wanted."
"Well, I don't want au jus."
"No problem, sir."
Admittedly, I had to refund most of these drink-only au jus orders, but I kept the declined au jus container close at hand for the next person.
I emptied two vats that evening, and I thought for sure that the fun was over, but I later learned that the management had caught wind of my escapade.
They saw an errant amount of au jus being sold for the evening, and I think they could have seen at most two explanations: one, an employee was fucking around, and two, there was a sudden increase in demand for au jus.
Management being how it is, they took option two, and proceeded to purchase six months' worth of au jus for the next week. I got another job three days later. They probably still have the au jus.
As you can see, with a little imagination, a little confidence, and a lot of spiteful feelings, your customers can be your playthings. But, as always, be careful: It's all fun and games until someone loses their job.
Then -- it's just fun.