Current Events > Did I handle this situation correctly, CE?

(+) Yeah! (+)

samurai bandit posted...

It seems you underestimated how much a customer would freak out for giving them something they didnt ask for AND charging them.

Anyway not worth posting ITT anymore since despite what your original post claims, you are not open for feedback.

I was, am not anymore though. A lot of the current feedback seems to be from the weird perspective of people who keep claiming they have worked in similar situations but entirely ignore stuff like: training, protocol, the customer's overall actions, the fact that I was understaffed, etc.

Hell, that wetboy88 dude seems to have gotten modded so hard he's not currently a member.

There's even someone telling me to give out the names of my 'supervisor'(as in, not my boss, but my boss's boss lmao)something you are NEVER supposed to do in ANY way, shape, or form. They are entirely disconnected from the entire store beyond wanting to hear basic reports.

So many people came in flooding this topic with such garbage that I'm honestly surprised that they're willing to post that and show their absolute inexperience.

So, basically, a bunch of people who are armchair managing and have never worked in situations, yet they are pretending they have. It's honestly kinda sad, but I will say at least you, specifically, seem earnest so I apologize if I came off as aggressive to you. I disagree with your stance, but I did not mean to come off as aggressive.

Based on everything I have heard about this situation, I was entirely correct in my handling of it and I was given the thumbs up from my boss. The guy also never came back in or called, btw.

ExtremeLuchador posted...

Something like this happened to me once. Except it was a Taco specialty pizza that they allowed me to order online. When I got there to pick it up they told me it was discontinued. So I waited around 20 minutes for them to make me something else.

I would've been fine with this scenario tbh, but he just didn't say anything so I assumed he was fine with it.

Judging by TCs responses and complete bungling of this easy interaction, I assume hes a shift manager.

Supposedly the Pizza Hut organizational structure is Area Manager > Store Manager > Asst Manager > Shift Manager > Team Member.

I assume the customer was probably asking for the Store Managers or Area Mangers contact information. And while I believe there is a policy for not giving out these peoples personal information, they undoubtedly have professional contact information for cases like this. As a Shift Supervisor, I assume TC simply didnt know how to contact the Area Manager and also didnt know how to properly direct a complaint.

This was such a needless fuckup that TCs entire stores training should be called into question. Clearly that store has a bad manager and its trickled its way down to the employees.

RedRanger posted...

Judging by TCs responses and complete bungling of this easy interaction, I assume hes a shift manager.

Supposedly the Pizza Hut organizational structure is Area Manager > Store Manager > Asst Manager > Shift Manager > Team Member.

I assume the customer was probably asking for the Store Managers or Area Mangers contact information. And while I believe there is a policy for not giving out these peoples personal information, they undoubtedly have professional contact information for cases like this. As a Shift Supervisor, I assume TC simply didnt know how to contact the Area Manager and also didnt know how to properly direct a complaint.

This was such a needless fuckup that TCs entire stores training should be called into question. Clearly that store has a bad manager and its trickled its way down to the employees.

Some of your info is correct, and some is incorrect.

We are not supposed to give out employee information unless it's from a source we are given permission to give the info to(fellow manager, co-worker, etc). I do have the contact information for my boss, my boss's boss, and my boss's boss's boss(I definitely don't contact him though lol). I'm pretty friendly with all of them. I'm a shift manager, but that's mostly because(despite being asked) I've not really wanted to become an RGM(that is what you're referring to as a Store Manager in the little bit above, and assistant managers are basically just shift managers that have an extra title, it's mostly just there for fluff) at a different store. I enjoy the store I work at.

The customer directly said supervisor, which is why I said as much. It's a vague term, but I assume he meant either my boss's info(which I'm not allowed to give out) or my boss's boss(which I am not allowed to give out). I did tell him there's a pizza hut support line on the phone, but he demanded my supervisor's information over that. I can't really do much in that situation lol.

And we're also the best Pizza Hut in the region, in both training and staff, as said by numerous people.

But, of course, a few people who are playing armchair manager are much much much much better than me lmao

Slayer_22 posted...

I do what the shelter has asked of us to do, simply put.

Tf?

Again, an explanation of what I did incorrectly would be appreciated.

The shelter is fine with getting a pizza someone took home and brought back? They could lace it with fentanyl or something and you'd never know it.

Sounds like bullshit or everyone involved in that situation is an idiot. It's your responsibility to make sure they get food that's safe or you're screwed.

I def didn't read the other 10 pages in the topic just OP so I don't know what the vibe here is, but nah you definitely shouldn't have refunded him for the sole fact that the reason he did that is because people like you just give in. If we all do our parts and stop giving in to these dumb fucks then they will finally stop. This was a golden situation too. You had company policy on your side and your boss didn't pick up the phone. You were in control here completely but it just sounds like you got lazy so you gave in. If we all do our parts and stop giving in to these dumb fucks then one day they will stop, or at the very least we can save a few of our poor retail brothers from this hell.

But that starts with YOU stopping. You stopping giving these assholes what they want just because they whined enough.

I do agree with the part about not giving out private info. I was a supervisor at DQ years ago. This lady got pissed about something, I think her custom cake wasn't done right. She started yelling at me, which I listened to, until she demanded my last name and home phone number. I said no to both, my first name is all the information you need if you want to complain about me. Then she wanted the head manager's full name and home phone. I told her I can't give that out, he will be here in the morning if you wish to come in or call. She was cussing at everyone when she left. Never heard anything from the boss either.

Dingydang166 posted...

I def didn't read the other 10 pages in the topic just OP so I don't know what the vibe here is, but nah you definitely shouldn't have refunded him for the sole fact that the reason he did that is because people like you just give in. If we all do our parts and stop giving in to these dumb fucks then they will finally stop. This was a golden situation too. You had company policy on your side and your boss didn't pick up the phone. You were in control here completely but it just sounds like you got lazy so you gave in. If we all do our parts and stop giving in to these dumb fucks then one day they will stop, or at the very least we can save a few of our poor retail brothers from this hell.

But that starts with YOU stopping. You stopping giving these assholes what they want just because they whined enough.

The last few pages have been people agreeing with the customer, saying I should have given a refund and I'm a bad manager, I should have given him all his money back, credit, and 4 pizzas as compensation lmao. You can tell these people have never worked in situations even remotely like this in their life. Armchairing how they would have handled things when they haven't been in any position of authority.

[LFAQs-redacted-quote]

Thanks. It was, but I've had worse. There was the day I almost died on the job, after all.

bigtiggie23 posted...

I do agree with the part about not giving out private info. I was a supervisor at DQ years ago. This lady got pissed about something, I think her custom cake wasn't done right. She started yelling at me, which I listened to, until she demanded my last name and home phone number. I said no to both, my first name is all the information you need if you want to complain about me. Then she wanted the head manager's full name and home phone. I told her I can't give that out, he will be here in the morning if you wish to come in or call. She was cussing at everyone when she left. Never heard anything from the boss either.

I give out my full name if asked, just so there isn't any confusion(despite there being only one person with my name in our area lmao). But I never risk or endanger my coworkers. People can be shitty, and I don't want to give out names for reasons that could end up with harassment or anything similar. I give them the time my boss will be there, if they want, but that's about it.