The primary thing that bothers me about customers (and people in general) is whinging* about things they're not willing to fix.
For example...
Panera Customer (PC): *glancing mournfully at their Chai* Oh. When you order a Chai Tea Latte, doesn't it automatically come hot?
Me: Yes. I know there were a lot of drinks in that order, but I asked hot or iced and I thought you said iced.
PC: Oh. I said iced? Maybe I thought you meant the mocha.
Me: Did you want it hot? I can make you a new one.
PC: No, it's fine. I never have it iced so I don't know if I'll like it.
Ashley: It's no problem, ma'am, we can make one hot.
Me: It only takes a minute...
PC: No. I'll just... try it.
Me: Let me know if you don't like it iced and I'll fix up a hot chai really quick.
So then her friends walk over to gather their iced drinks. One of which was a frozen caramel hazelnut mocha with whipped cream, which sounded amazing and I intend on trying next free drink I get on my card. :)
PC: I ordered a chai, but I guess she made it iced. I don't ever drink it iced.
Other PC: Oh. *uncaring, takes her amazing drink to the table*
Me: Are you sure you don't want me to make you a hot chai?
PC: No, no...
And then she continues to tell each of her friends that meet her at the barista how she never has iced chai and she thought she ordered it hot and it's just so strange and wrong to have it iced, but she won't let me fix her a new drink! And of course each time she repeats the story it's as if I'm incompetent and/or forcing her to drink her tea iced.
I understand trying new things can be scary. And she was part of a 6 drink order, so I can see where she might not have clearly understood when I looked directly at her and said, "Would you like that chai tea latte hot or iced?" and then repeated the entire order of drinks back to make sure we got everyone's down.
But then... she was trying to chat it up with her girlfriends while I verified the order. I know it's my fault for not repeating it a third time, stressing the hot part as if I were speaking in italics, and not making the confirmation more exciting and worth listening to. Maybe I should have sung it to the tune of "Rollin On the River."
It was my fault for interrupting their conversation about dental work and not knowing that "iced" actually means, "hot."
There's another thing that bugs me. Carrying on a conversation while you're ordering food. I understand you've come to Panera with your friends, business partners, and whatnot in order to talk, but I'm not the food equivalent of an ATM, nor do I have mind-reading powers. I don't at all mind having to wait for a lapse in your enthused conversation in order to confirm what's on my screen is what you really want to order. Especially if your conversations amuse me, or you include me in them as if... shocker! I'm an actual human being. The aggravating thing is when you don't find my questions worth paying attention to and then complain at me or management when you find out those questions were asked for a reason.
Add that to the propensity people have for blaming everyone else for their mistakes and you've got the most difficult customers to cater to.
Like credit card man.
Several months ago, an elderly man came up to my register in a huff. He practically charged at me like an offended rhinoceros in the middle of lunch rush and said, "You forgot to give me my credit card back."
I had never seen that man in my life and I did not ring him up. But I didn't say so. I asked him which register he was at so I could look for the card.
"I was at your register, but you weren't on that register, you were at that one," he said, pointing to 'Zula's. He was already irate, and I didn't want to complain about Azula (who had gone home by then) so I said, "Sir, I'm sorry, but that isn't my register and I don't use it."
"Well this was just about an hour ago. I paid you for my bagel and never got my card back. Where is it?"
"I wasn't out here an hour ago, sir, I was still in the back counting my drawer, so I'm not sure where it is. But I'll definitely look for it!"
One of our managers noticed him standing about and that I'm rummaging with a line out the door instead of ringing customers up and he asks the man if he's being helped.
"Well, she lost my credit card so she's just looking for it now."
Yes. I lost the credit card. Me. The person who was counting money when you bought your food and was never on another register and wishes people would stop confusing her for other cashiers when they're upset.
I looked up from my 'the-customers-can't-see-me-crouch' under the registers where the lost-and-found is and mouthed/whispered the words: I did not check him out!
Neither did McGyver find a credit card in the office, where we keep important things that get lost.
About a minute more of me searching desperately for a card I'm pretty sure he misplaced himself goes by (all this during a VERY busy hour) and he says for me to wait; he'll be back in a minute.
I ring a few people up before he comes back, not quite storming, but not in the least bit apologetic.
"I remembered you rolled it up in a receipt and that's why I didn't see it. It was in the receipt."
I told him I was glad he found it and to have a nice day. What I meant was, "I'm so sorry your mother never taught you to take responsibility for your own foolishness and that you insist on blaming people who are far more competent than you."
But I meant it politely. ;)
That brings to mind yet another peeve I have. When a person walks right up to the register without checking to be sure they're next in line. These are usually the same people who come in through the side door that says, "Please use other door" and use it to sneak to the front of the line. Then they walk up to the first--what they think is an available register, and start barking their orders without pause. This makes it very awkward on the cashier, especially when they're already ringing up an order. Sometimes a guest forgets their wallet and they run out to the car. Sometimes we're punching in a phone-in. Just because another person isn't standing directly in front of us doesn't mean the register isn't in use. I know that's confusing, but asking is nice. "Are you ready?" "Is your register open?" Those are examples of nice things to say.
Both Flipa and 'Zula don't like it when people count out their change and put it on the shelf, not your hand. Or when they toss their card on the counter when you're already reaching for it. This bugs me too, but it bugs me even more when they drape the money over the register before you've even rung anything up. Also, reciting the phone number for the Panera Card before anything else is said. How about instead of "Five-Three-Oh..." you start with, "I don't have my Panera Card with me, can I give you my number?" I'm not fast enough with memorizing your phone number. Let me get into the right screen, first!
These are just a few of the many peeves we have at our Panera. Perhaps next post will be filled to the brim with favourite customers and how we adore them. :)
Don't be Panera Peeves!
*Yes, that's a word. A British one, no less. I'm bilingual!
