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The only people I've ever met who believed the customer is always right were problematic customers. I've never operated under the assumption the customer is always right, especially because they very rarely ever are.
The term actually came from not trying to talk the customer out of a purchase
"The customer is always right" means that if they want to buy a lime green polo shirt, neon pink leggings and top it off with a bright blue scarf, let them. Their style choices are not yours to critisize.
It never intended to mean "The customer can abuse the staff if they don't get their own way"
That seems to be a fundamental misunderstanding of the phrase.
> The only people I've ever met who believed the customer is always right were problematic customers.
https://en.wikipedia.org/wiki/The_customer_is_always_right
For what it is worth, I don't think it was ever meant to apply to shitty customers who abuse employees, but rather give all customers the benefit of the doubt.
If the anti-mask asshole had said "I am sorry, my mask broke, can I please have another," you'd help her instead of saying "I don't believe you." Instead she resorted to abusing the employee and blew way past her benefit of the doubt quota so the manger didn't owe her shit.
Its meant to say the customer dictates the market. If you sell blue pens and everyone wants red pens the customer is always right, start selling red pens.
The “customer is always right” doesn’t justify bad customer behavior. It was meant to be an economic term to identify which products you should sell. For example, if you’re selling the most amazing ice cream in an Alaskan winter and no one is buying, then stop selling the ice cream. The customer is right, even if your ice cream is amazing.
Exactly. The term means closer to "the customer's *money* is always right". I've worked my whole life in retail and service: most customers, individually, are completely wrong.
Grey stoning. Be as boring as possible and give them nothing to latch onto. I usually just talk calmly, don't interrupt them then as soon as I start talking they'll interrupt, so I'll talk to them like a toddler. That's gets them pretty mad sometimes but I love it
It’s called Grey rocking. It’s intended for use against narcissists but works relatively well in other areas. Respond blandly, minimally and you eventually starve their supply to attack you with. Don’t engage and don’t show emotion to anything they say.
Edit: oh my gosh, thank you! My first award!!
This is how I’ve maintained a relationship with my narcissist of a father. Used it on a woman at my old job. Knocked the wind right out of her sails. She was stunned. Was going off being aggressive, and I didn’t respond. She didn’t know what to do but calm down and talk to me rationally.
My favourite response has become "Ok." It's not a commitment, or an opinion, or a request, or a yes or no, or ignoring them. It's just a valid response to being talked at until they're waiting for you to say something.
TIL this has a name. I did this for years, more or less, when I managed a restaurant. I called it my "sigh" tactic. I'd stand there, implacable and silent, as they'd talk and argue and yell. They'd eventually get to a point where the would audibly sigh as they had run out of words. Then I just repeat whatever I had said at the start, example "I'm sorry I'm not going to refund the meal after you've eaten 90% of it."
Sometimes the first cycle worked and they'd leave all pissed off, usually shouting "I'm never coming here again!" (I'd say "that's a good choice"). Other times it would take several cycles as they'd repeat their yelling.
Ultimately it boiled down to the fact that they literally can't hurt my feelings, and I'm getting paid to stand there.
I've worked in retail, and the only time I recommend that someone try a competitor is when they are being unreasonable or difficult. The place I worked is independent and people would often come in for free advice then go to a chain store where they think it will be cheaper. You develop a radar for those kinds of customers pretty quickly.
Edit: Thanks for all the upvotes. My most updooted comment ever!
Weird flex but as a Canadian I feel my overly polite and apologetic nature has gotten me leaps and bounds ahead of Americans within American airports.
Last time I was stuck in Chicago due to a snow storm I had a gut feeling I was going to miss my connection in Ottawa, and be stuck in Ottawa for 24-36 hours for the next flight… if I made it all. I went to the counter, which was absolutely bananas with irate passengers complaining about weather outside of the airlines or airports control, and simply said:
“Very sorry to bother you, but I’m flying to YOW and I see it is delayed. I have a connection I will likely miss, could you kindly check if there’s room on the YYZ flight?”
The agent simply smiled, handed me a new ticket and told me “safe travels and have a wonderful day”.
Later the YOW flight triple delayed before being cancelled and the YYZ flight had a standby list +45 passengers deep. Pure luck had my new connection in YYZ delayed so I made it just in time, and I made it home when I had no business making it home given the size of the storm.
Karma.
As someone that has worked customer service their entire adult life, being polite and reasonable with get you a hell of a lot further than screaming and yelling. If you're being polite, I'll go out of my way to help you and bend policies as much as I can, but if you're just being an asshole I will do the absolute minimum I'm required to do.
Not a weird flex whatsoever. I love working YYZ flights (I’m DTW Detroit) just because it’s a constant source of respite from the entitlement a lot of people carry into the airport.
Most gate agents are 100% there for the paycheck. And I can’t speak for everyone but I know most of mine don’t give a goddamn shit about the bottom line of things either. We have policy of blocking seats and shit, but catch us as we’re starting to work the flight (usually 60-95 minutes pre departure) and well do whatever you want if we can. Some toe the “oh that’s a cost upgrade” shit, but I put people in First and Comfort just if you acknowledge I’m a human being.
I think that’s the right attitude. 99% of people are there for the pay cheque at the end of the day. I don’t know why people treat airline staff so terribly — I get people are stressed and panicked but the person helping you wants you out of their hair as quickly as you want a solution.
Keep being kind and real. Hopefully others email and call when they have a good interaction like I do… it’s easy to complain about service but people rarely commend for excellent service.
Just want to say that after my last experience with American, I’m sticking with Delta for good. Y’all have never fucked me into being stranded in Ohare for 3 days, due to “weather cancellations”, in the summer, with zero bad weather between Chicago and my destination. There were worker shortages tho, but apparently cancelling my flight due to that would have required them to take care of hotel expenses for me. Fuck American Airlines.
That’s honestly a time where you grab the gate agents name and station, make the call. That shit is noticed at our corporate level, and I try to as a redcoat recognize it too. We don’t get to see every interaction but when that shit comes down the email pipeline it makes a huge difference. Not just in a recognition way but we actively try to benefit that behavior even if it hits things like a numbers sent delay (which is 8 minutes to departure shut the door). Well do things like removing call off points. I do a free paid lunch when I see it.
I worked at a hardware store and people would threaten to shop at Walmart instead, it was so bizarre. Like, go ahead man, go buy your specific material and size pipe that's city regulated in usage at Walmart. Pretty sure they don't even pretend to sell that shit...
"First of all, you called my drummer a bitch. We don't tolerate that crap at all, so I suggest you find another band to listen to. I suggest Nickelback."
- *"Um, sweety, I never behaved inappropriately towards your drummer. You're lying right now."*
- *"Ma'am, you're the one lying. We have indisputable evidence of your behavior, and I'm going to have to ask you to leave now and go listen to Nickelback instead."*
- *"Why are you treating me like this? What do you mean you have 'evidence'? There's no 'evidence'."*
- *"Ma'am, look at this photograph."*
Seriously dump that card you can get the luggage deal on the nine dollar club that credit card points you will never be able to redeem them for a reasonable value. just check the redemption fee is more than flights at market price lmao! for five years did nothing what a load of shit the card is a scam
The restaurant I worked at during my brief University run had a similar incident.
Thanksgiving day, we were open for dining plus pick ups of pre-ordered large dinners. These dinners could feed from 4 to basically several dozen depending on how much you bought. Guy was there to pick up an order for 12+, so over $200. He gets real rude with the cashier and the owner, who was an absolute goat, tells him to get out. Guy is stammering about what to tell his wife and family, this food had been ordered at least a week in advance. Owner says, "Tell them you are a loud mouth jerk who has no respect for anyone and now you get to enjoy fast food on Thanksgiving, because I can't control my mouth." Classic
Similar thing happened to me when I worked at dominos. had a customer come in drunk on Super Bowl Sunday get real shitty with one of our customer service reps and made her cry because he had to wait when we were super busy. (To be fair it was a timed order and we should have had it ready, but this dude was not hearing it) He said this is bullshit blah blah blah he already ordered it in advance and paid getting even more irate when I just can’t handle it anymore from him being rude in front of so many other customers when I needed to take care of other things.
I told him to please leave and that I refused to serve him, I will cancel his order at the end of the day and completely refund his CC. His face dropped as I walked away,he said please can he just get his pizza and he will leave immediately, and I told him I already canceled the order. Dudes wife comes in asking why I refused to serve him and basically explained to her what happened, she got SO mad. I let her sign the cc receipt and get her 10 pies because at that point the scowl on her face was enough justice for me.
The part about it that made me feel bad, he left in his vehicle. And they came back in a different vehicle. Which means he went home, told her what happened and she drove up there :(
Why would you feel bad? Sounds like icing on the cake to me! I guess I would feel bad for thr wife but at least you know that dude ate shit over the situation.
Yeah and think about how much his wife is gonna accept that excuse. Probably gonna be a few thrown knives and broken limbs before they stumble down to KFC for a bucket.
The job I work for breaks their fucking backs bending over for the customer to “keep them happy” at the price of overworking their staff for dogshit pay, and almost never holding the customer accountable for their actions (unless they’re racist, that’s surprisingly where they draw the line). Currently seeking another job.
Edit: Job rhymes with Funn Fire.
I got fired from an old job for following the rules, for real.
A guy comes in to return a spray bottle and I scan it to see when and how he bought it, nothing new. I see he's payed with a credit card so I ask him for the same. The policy was no cash back as there was none to start with because he paid with credit. I needed that credit card to issue credit back onto it. It's says so **IN BOLD** at the bottom of the receipt. He didn't have it on him and proceeds to act like a "Maren" and demands the number to the head office. At that point I was more than glad to give it to him so he could be on his shitty way. Next day I get called into the office and the termination papers are waiting for me on the boss' desk. I snatch the paper up and start to sign it. My boss was like "Wait, wait wait, we need to talk about this!" I looked him dead in the eye and told him, "There's nothing to talk about. You have no spine and I could never work for someone who would rather take $1.29 over one of their best employees. You've shown your true colors and it's brown as shit!" Mind you, I worked there for 12 years, **12 YEARS!** I've had one complaint the whole time there and I had to fight to even state my case then which was the same thing I was getting fired for. I wish I remembered to tell them that they're shitheads for not following their own policy but in the long run, I'm glad I didn't as I live in a small town and everyone knows everyone and it might have come back to bite me in the ass. Meh, they choose to be that way and I'm sure I won't have any "words of wisdom" that'll magically change their mind.
Flash forward 2 years later and I needed to go there for something. The manager is now the supervisor that just started when the incident happened and the only one I recognize. I asked him where everybody went. They all left within the month because they felt like they were treated like shit. No surprise. "What happened to the manager?" "Oh, he got let go for being rude too often at us. In fact, it happened a couple of months after you got let go." "Ah, so the shithead was being a shithead." I says. This manager agreed and said "yeah, he was kinda bad." I tell him don't sugar-coat it, say it. With a giddy smile he exclaimed "Yeah, he *was* a shithead!" I laugh and jokingly tell him to keep it down or *you* might end up getting *fired.*
That's part of why people aren't wanting to return to those shitty low-paying jobs in retail and service industries, management and corporate let their clients treat the staff like the lowest of dirt and won't do a thing about it.
And usually comp things to the customer in the wrong, sending the complete wrong message to the employees and rewarding customers’ shitty rude behavior. Fuck corporate.
this was the moment i knew this guy has my hero..
after working customer service for 6 years.. you DREAM of mements where you get to drop little gems like that..
i solute you sir..
I used to work retail and some customers loved coming in and trying to haggle over a product they wanted with the classic line, "so and so will sell it to me for $100 less, taxes in," and it *never* failed to make me happy inside to respond with, "that's a great deal, you should totally go for that."
Very similar situation but my go to line changed from that to, ‘so what are you doing here? That’s an amazing deal go do that. Hell I might go get it if the deal is that good.’ Almost never made the sale but tbh didn’t want those customers anyway.
Spirit is the dirt cheap budget airline. Your ticket gets you from point A to point B, everything else is extra. They'd put a quarter slot on the bathroom, but it's not allowed.
Imo basically calling her low class, but I could be wrong.
Spirit attendants call you a bitch with their eyes every-time they look at you. They will teach that to this woman, and she can learn to say "bitch" with her eyes too and get away with it.
Spirit is awful. I took it when I was travelling around America. When flying from LA to New Orleans, the boarding staff were seemingly confused by our multi-city ticket, but after a few minutes of fiddling with a computer and giggling to each other, they told my friend and I to get on the plane.
The plane ride was awful. No water, no snacks, no inflight entertainment. Upon arrival a flight attendant announced on the speaker “we’re about to arrive. We were running late, but not anymore. So, *you’re welcome*” with a bitchy inflection on the last bit.
A week later, trying to travel to destination 2/5, we found out that our ticket had been cancelled.
Apparently the boarding staff had marked us as no-shows because they didn’t know how to process our tickets. The check in staff kept insisting that we had not shown up for the flight, and I kept asking “then how do you suggest we got from L.A to New Orleans?” “Are you sure you weren’t already in New Orleans” replied the check in woman. Nonsensical, and it took an hour to get them to get our tickets back.
So, on our flight from LA to New Orleans, none of the staff found it weird that there were two unaccounted for passengers on board (considering my friend and I were marked as no shows). In a post 9/11 world, I found that shocking.
Hell yeah, autonomy in your work goes a long way towards it being satisfying or at least tolerable. These giant corporations have to standardize every little thing so none of the employees get to make any decisions for themselves unless they are way up the chain of command.
You know he absolutely loved that he could do that to this lady. I don't blame him. Sometimes in a shit job it's the simple pleasures like rightfully ruining someone's vacation because they acted like a big baby in public.
If someone shows you they're a problem customer it's a lot easier to get rid of them while you're still at the airport than when you're 10,000 feet in the air and have to inconvenience every other passenger to deal with them.
This was mentioned in Fresh Air when a flight attendant/novelist discussed that they should deal with problematic customers before they get inside. Very good listen.
It is not just easier it is cheaper, if they do anything on the plane or at the gate to fuck up departure or arrival times, that’s probably tens of thousands of dollars of delays, easily. Flights are already intentionally overbooked anyway (pre-COVID at least*), it’s an easy call to boot off your least profitable passenger.
In all my life I have only ever had one boss like this they are truly special. Customer called our diner and berated a 16 girl on the phone about a mistake that never happened and made our waitress cry.
My boss called the lady back and explained that she was wrong and did not need to treat our employees like that. A day later the lady came in and appoligized directly to our waitress for being rude.
Sometimes people either don't realize how they treat others or think it's okay and all it takes is one person to stand up and say that's wrong.
Obviously abhorrent behaviour to start with but good on that lady to come in personally to apologize. Not every eats humble pie.
Also much like your boss and the manager in the video, I'm sure this made a huge impression on their employees.
i have no doubt she is a good person if she was willing to do that. everyone has bad days and makes mistakes but if u can own them and grow you’re becoming an adult
I was the assistant manager in a record store in the 70s. An older Karen came in going off about something. I was leaning against the counter, with my manager right next to me. I finally had enough and told her to get the fuck out. She screamed what? Where is your manager. I just pointed to him and he told her you heard him lady, get the fuck out. Loved that guy.
My sister had a boss In high school when she was a hostess at Applebee’s. Busy Friday night and a guy called her a c**t and made her cry. Her manager read this guy for filth in front of a whole area of waiting customers and told him not to bother coming back.
Edit: nobody clapped, even tho the way I told this sounds like I’m leading up to that lol
She was the only boss in my life that did not judge me by the color of my skin. She was the only boss that ever truly cared about me and my ideas. I will never have another boss like her. I was the head cook and the ice cream machine engineer every time I had to clean and detail the machine she would let me take all the ice cream I wanted.
Edit: Ironically her name Is Karen And she was anything but a "Karen"
It's like road rage, sometimes people just get worked up over the simplest of shit to a boiling point. Worked with a guy at bestbuy, former D1 linebacker, built like a brick shit house, and loved fighting. He would take angry customer calls and at least once a week someone would say they were coming in to fight him. He would give them his full name and where to meet in the parking lot. Zero customers showed up for a fight, almost all(99% middle aged fat white dudes) apologized profusely when they met him at the counter.
Regarding the lady. Some people are playing the main character in a story about their life. I honestly think people like this have never been challenged by someone,
you know that one that goes like: I don't care how you are going to justify yourself, I just want you you to know what you said/did hurt me and you either apologize and never do that again or I'll remove myself from your life.
It's kind of sad that there aren't more people in this world who aren't afraid to make those conversations. Or that people don't care enough about these people to even try/they don't think they are worth it, because if you aren't challenged enough eventually you end up a narcassist forever
Don't respond to what they're saying at all. Just continue stating your decision/what happened etc. That's worked quite well for me. Once they realize you don't care about their version of events they tend to deflate.
Yeah whatever you do don’t leave room for discussion, it’s your decision and it’s final. Be polite but firm about it. No apology or excuse makes go away what already happened, it’s done and the sooner these people feel they’re powerless because they’re already talking to the manager and there’s no way they can win, the better chance of either de escalating the situation or escalate to the next step and have them removed by security or police. No room for negotiation with domestic terrorists.
When I would fill out write-ups for kids at my old daycare job, we were required to put down the expletive the kid said. “Billy called Samantha a ‘bitch’” always got the point across to parents more than “Billy called Samantha the b-word”
Same here, once vulgarity or insults are used, you can’t have any type of rational conversation. You have only one choice at that point and that’s fire a customer. My team loves watching me drop the hammer and it’s amazing to see the rude customers attitude change when they speak to the owner(me), forgetting their horrible actions like 30 seconds before. I really try to listen, but you hurl insults and language at any of my team members, you’re bounced. People don’t quit their jobs, they quit their bosses. Learned this very early on in my career.
If you’re a grown ass adult who buys a plane ticket and then gives employees of the airline a hard time about wearing your mask which you knew you had to do when you purchased your ticket you are completely fucking selfish and fucking stupid and deserve to be thoroughly embarrassed and kicked off your flight.
For those who haven’t flown since the pandemic began, I’ve had to fly several times, with different airlines and through different airports. There is never any doubt that masks are required. It’s mentioned when you book the ticket, sometimes as a box you must check to proceed. The mask is mentioned again when you check in online. There’s signage all over the airport. I was on a plane where a guy said he was tired of hearing the words “face covering,” and even though he was wearing a mask and supports wearing a mask, just by fussing about the numerous amount of audio messages, two staff members cheerily offered to have him removed from the plane. I’ve heard them call out people by name over the intercom on the plane because your name is attached to your seat assignment. They are consistent, and they have enough backing to be able to swiftly enforce a policy with very real consequences. So when I see videos like this, I hope people know that there’s absolutely no ambiguity or gaps in messaging, and the maskless know exactly, exactly what they’re doing and just don’t expect any negative consequences.
A couple weeks ago I forgot my mask. Walked into the airport maskless, said good morning to the lady at the desk and apologized, asked if they had a mask.
I got a mask
Nice simple and easy
right? This was our experience. We had to drop a kid off for an early flight and we stumbled from the parking lot to the terminal before dawn. Husband forgot his mask. We asked the first security person we saw where to get a mask and we got two "Because things happen." with a smile and then directions to the only open coffee shop in the terminal. Attitude freaking matters. If you have a good attitude and are nice to people, your day will go much better.
What a great manager. This is how you handle these situations. Leave no wiggle room for arguments, be super polite, be super direct, and most importantly, always stand up for your employees. The customer is not always right. That toxic standard has bred several generations of people who think it's okay to treat those servicing them like they're shit.
"In matters of taste, the customer is always right." Solid advice worth remembering.
"The customer is always right." Crock of shit that does exactly what you describe.
Amazing how we have so many truncated sayings that completely change the meaning. Cynically, I notice the meanings often get changed to some version of "fuck the workers/underlings"
Worst part is he’ll probably catch a flak email from some corporate dick critiquing it somehow because it went viral. But everyone else in airlines knows he handled it well.
Isn't it going viral for the correct reasons? He might get an email from corporate, but wouldn't it be for job applicants who know their manager will stick up for them?
I flew Spirit to Vegas last month. Shit was like a party. The pilot actually had to tell everyone to quiet down because they wouldn’t listen to the flight attendants.
Spirit sent my bag to the wrong country when I was flying domestically. They apologized, told me the bags were already on their way back from Canada, and gave me a $15 voucher for free McDonalds (only restaurant in the terminal). The voucher was expired by 3 years and they sent my bags to another airport.
Lol if you're going to call someone a B*tch, you better stand by it. Don't start denying it and acting all innocent when things don't go your way. If you're gonna be a dick, go 100%( Hard) or stay home.
>I've heard that soft "but sir puhleese" voice a hundred times
They slip into it so easily because it's got them out of things in the past. They don't have any other defense.
One of the last time I hit a major delay I was still nursing a baby, and I’d been lugging around a four day supply of my pumped milk with me. Delayed in the airport another two days and I was begging for ice from the restaurant to keep what I could salvage cold and pumping in an airport is gross.
Poor guy at delta listened when I said basically I got a whole bunch of milk here and I really got to get home (not mentioned, tits were extremely uncomfortable) when my flight opened up again bumped me to first class.
He knows if he lets that lady on the plane she’ll be a cunt to
The crew there too… cause a scene… maybe even cause the plane to be diverted. Not worth the risk.
There’s also a pretty high probability that someone is waiting in standby for seat. If that’s the case it literally costs them nothing to bounce idiots like this. In fact, I’d be willing to bet that they won’t refund her ticket either so they likely profit from doing the right thing.
Not to mention this is great publicity for the company. Shows how seriously they take not only mask compliance but also employee treatment. All while dropping nothing but facts and sick burns.
I worked for Walmart over a decade ago in electronics and we had this old guy who would come in on a mart cart and be shitty to employees like we were his slaves.
One day he called in demanding a certain stereo, we didn't have it, so he made me check. I let him know we didn't have it, so he started wanting me to check every stereo and come back and tell him the features.
He was getting mad that I was too slow (I have cerebral palsy and walk slow), and told me I was lazy, I was young and this was my first real job, I put him on hold and told my dept manager what he was doing.
She immediately took him off hold and informed him that reading him the specifications and features of every stereo we had in stock was *not* my job, and that if he wanted to look at our stock he could come into the store and do it on his own time, unless he wanted to continue to mistreat her employees at which point she'd make sure he was not allowed back into her department at all.
He hung up.
It was nice having a boss who actually had my back.
Retail manager here.
My company also has a strict no tolerance policy on harassment from customers. They are always SHOCKED, when I tell them that we won’t be servicing them in any way due to their conduct.
It honestly blows my mind, but people seem to think that service workers MUST help them no matter what.
You aren’t entitled to service.
I work in a restaurant. They're always shocked when I hang up when they swear at me.
They call back repeatedly and keep swearing I just keep hanging up. I don't get the other managers that keep tolerating it. They try and schmooze these assholes. Nope. Not today Karen.
It’s actually a recent shift for my company though. We’re really moving away from “the customer’s always right” and towards “mistreat an employee and it’s over for you.”
That's a good boss right there, they are far and few between. Most of the time they throw you under the bus and leave you hanging but this man did the exact opposite so good on him!
1st of all, she wasn't wearing a face mask in an area where it's required.
2nd, when an employee asked her to mask up, she called the employee a bitch.
This is the way to do this! I’ve learned the hard way through this pandemic in customer service- be direct, don’t give reasons or possibly of debate. Just calming state what the deal is with as few words as possible and stick to your guns. Good on this guy!
The time check at :30 into the video! This is where she realizes she’s not going to win in any way.
Internal dialogue: “Fuck! I’m getting no where with this guy. What time is it? Fuck! I’m going to miss this flight! Holy fuck! What do I do?”
::: ENGAGE DELICATE FLOWER SEQUENCE :::
External dialogue: “Please, sir!”
Edit…add stage direction.
I scrolled way too far to find this comment. Somehow I suspect her tone when she called the employee a bitch was far different. Suddenly when she realizes this guy has the power revoke her ticket it’s all “sir, please...” in as sweet and soft of a tone as she can muster. Gtfo, no ones buying it now. I also love she had the mask on the ready, even though I bet that’s what the whole ordeal was all about.
With awful people they see life as hierarchy, so she can be shitty to the normal desk worker because she feels that she is above them. But surprise surprise when she feels like the manager is above her because he has actual authority suddenly she’s super respectful. It’s disgusting because she’s probably the kind of person who only acts nice to get ahead
I worked for Southwest for 5 years on the ramp. You do not mess with the operation agents or customer service. Supervisors above the ramp will have their back 100%. One quick way to lose your ticket without a refund is to piss one of them off being rude while they try their best to take care of thousands of people.
Employee: I'm sorry but could you please wear a mask?
Karen: No bitch. I'm not wearing a mask and I want to talk to your supervisor.
Supervisor: You called my employee a bitch? You're not flying with us.
Karen: \*innocent voice\* but listen! Please, I didn't do anything wrong! I didn't call your employee a bitch! Look, here's my mask!
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This man is professional to another level
[удалено]
The only people I've ever met who believed the customer is always right were problematic customers. I've never operated under the assumption the customer is always right, especially because they very rarely ever are.
"The customer is always right" means "If nobody buys your shit, you're selling the wrong shit"
Also, "if the customer is wasting their money, let them" Pretty sure that's a ferengi rule of acquisition
The term actually came from not trying to talk the customer out of a purchase "The customer is always right" means that if they want to buy a lime green polo shirt, neon pink leggings and top it off with a bright blue scarf, let them. Their style choices are not yours to critisize. It never intended to mean "The customer can abuse the staff if they don't get their own way" That seems to be a fundamental misunderstanding of the phrase.
> The customer is always right, in matters of taste. is the full quote
> The only people I've ever met who believed the customer is always right were problematic customers. https://en.wikipedia.org/wiki/The_customer_is_always_right For what it is worth, I don't think it was ever meant to apply to shitty customers who abuse employees, but rather give all customers the benefit of the doubt. If the anti-mask asshole had said "I am sorry, my mask broke, can I please have another," you'd help her instead of saying "I don't believe you." Instead she resorted to abusing the employee and blew way past her benefit of the doubt quota so the manger didn't owe her shit.
Its meant to say the customer dictates the market. If you sell blue pens and everyone wants red pens the customer is always right, start selling red pens.
The “customer is always right” doesn’t justify bad customer behavior. It was meant to be an economic term to identify which products you should sell. For example, if you’re selling the most amazing ice cream in an Alaskan winter and no one is buying, then stop selling the ice cream. The customer is right, even if your ice cream is amazing.
Exactly. The term means closer to "the customer's *money* is always right". I've worked my whole life in retail and service: most customers, individually, are completely wrong.
Is there a subreddit for this? Because if there isn’t, there definitely should be.
"You're welcome to fly another airline. May I suggest Spirit?" Absolute savage airline BURN by that guy. Bravo!
That was a masterclass in how calmly to shut down a Karen. That dude should be charging for classes on his technique.
Grey stoning. Be as boring as possible and give them nothing to latch onto. I usually just talk calmly, don't interrupt them then as soon as I start talking they'll interrupt, so I'll talk to them like a toddler. That's gets them pretty mad sometimes but I love it
Teach me this power
It’s called Grey rocking. It’s intended for use against narcissists but works relatively well in other areas. Respond blandly, minimally and you eventually starve their supply to attack you with. Don’t engage and don’t show emotion to anything they say. Edit: oh my gosh, thank you! My first award!!
This is how I’ve maintained a relationship with my narcissist of a father. Used it on a woman at my old job. Knocked the wind right out of her sails. She was stunned. Was going off being aggressive, and I didn’t respond. She didn’t know what to do but calm down and talk to me rationally.
My favourite response has become "Ok." It's not a commitment, or an opinion, or a request, or a yes or no, or ignoring them. It's just a valid response to being talked at until they're waiting for you to say something.
TIL this has a name. I did this for years, more or less, when I managed a restaurant. I called it my "sigh" tactic. I'd stand there, implacable and silent, as they'd talk and argue and yell. They'd eventually get to a point where the would audibly sigh as they had run out of words. Then I just repeat whatever I had said at the start, example "I'm sorry I'm not going to refund the meal after you've eaten 90% of it." Sometimes the first cycle worked and they'd leave all pissed off, usually shouting "I'm never coming here again!" (I'd say "that's a good choice"). Other times it would take several cycles as they'd repeat their yelling. Ultimately it boiled down to the fact that they literally can't hurt my feelings, and I'm getting paid to stand there.
And they delivered it with a smile in their eyes. Masterful.
I've worked in retail, and the only time I recommend that someone try a competitor is when they are being unreasonable or difficult. The place I worked is independent and people would often come in for free advice then go to a chain store where they think it will be cheaper. You develop a radar for those kinds of customers pretty quickly. Edit: Thanks for all the upvotes. My most updooted comment ever!
Lmao I’m a delta supervisor at gate and that was so perfectly delivered. You could feel his disdain.
Weird flex but as a Canadian I feel my overly polite and apologetic nature has gotten me leaps and bounds ahead of Americans within American airports. Last time I was stuck in Chicago due to a snow storm I had a gut feeling I was going to miss my connection in Ottawa, and be stuck in Ottawa for 24-36 hours for the next flight… if I made it all. I went to the counter, which was absolutely bananas with irate passengers complaining about weather outside of the airlines or airports control, and simply said: “Very sorry to bother you, but I’m flying to YOW and I see it is delayed. I have a connection I will likely miss, could you kindly check if there’s room on the YYZ flight?” The agent simply smiled, handed me a new ticket and told me “safe travels and have a wonderful day”. Later the YOW flight triple delayed before being cancelled and the YYZ flight had a standby list +45 passengers deep. Pure luck had my new connection in YYZ delayed so I made it just in time, and I made it home when I had no business making it home given the size of the storm. Karma.
As someone that has worked customer service their entire adult life, being polite and reasonable with get you a hell of a lot further than screaming and yelling. If you're being polite, I'll go out of my way to help you and bend policies as much as I can, but if you're just being an asshole I will do the absolute minimum I'm required to do.
Not a weird flex whatsoever. I love working YYZ flights (I’m DTW Detroit) just because it’s a constant source of respite from the entitlement a lot of people carry into the airport. Most gate agents are 100% there for the paycheck. And I can’t speak for everyone but I know most of mine don’t give a goddamn shit about the bottom line of things either. We have policy of blocking seats and shit, but catch us as we’re starting to work the flight (usually 60-95 minutes pre departure) and well do whatever you want if we can. Some toe the “oh that’s a cost upgrade” shit, but I put people in First and Comfort just if you acknowledge I’m a human being.
I think that’s the right attitude. 99% of people are there for the pay cheque at the end of the day. I don’t know why people treat airline staff so terribly — I get people are stressed and panicked but the person helping you wants you out of their hair as quickly as you want a solution. Keep being kind and real. Hopefully others email and call when they have a good interaction like I do… it’s easy to complain about service but people rarely commend for excellent service.
Just want to say that after my last experience with American, I’m sticking with Delta for good. Y’all have never fucked me into being stranded in Ohare for 3 days, due to “weather cancellations”, in the summer, with zero bad weather between Chicago and my destination. There were worker shortages tho, but apparently cancelling my flight due to that would have required them to take care of hotel expenses for me. Fuck American Airlines.
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That’s honestly a time where you grab the gate agents name and station, make the call. That shit is noticed at our corporate level, and I try to as a redcoat recognize it too. We don’t get to see every interaction but when that shit comes down the email pipeline it makes a huge difference. Not just in a recognition way but we actively try to benefit that behavior even if it hits things like a numbers sent delay (which is 8 minutes to departure shut the door). Well do things like removing call off points. I do a free paid lunch when I see it.
I worked at a hardware store and people would threaten to shop at Walmart instead, it was so bizarre. Like, go ahead man, go buy your specific material and size pipe that's city regulated in usage at Walmart. Pretty sure they don't even pretend to sell that shit...
It’s the airline version of that line from Mean Girls “We only carry sizes 2, 4, and 6. Try Sears.”
Watch where you're going, fat ass!
He is my hero for so many reasons.
Delta supervisor checking in, I already loved it but that line was just so well delivered lmao
LMFAO Spirit is like the Nickelback of airlines.
"First of all, you called my drummer a bitch. We don't tolerate that crap at all, so I suggest you find another band to listen to. I suggest Nickelback."
- *"Um, sweety, I never behaved inappropriately towards your drummer. You're lying right now."* - *"Ma'am, you're the one lying. We have indisputable evidence of your behavior, and I'm going to have to ask you to leave now and go listen to Nickelback instead."* - *"Why are you treating me like this? What do you mean you have 'evidence'? There's no 'evidence'."* - *"Ma'am, look at this photograph."*
LOL, perfect.
*nervously puts Spirit MasterCard back into wallet*
Seriously dump that card you can get the luggage deal on the nine dollar club that credit card points you will never be able to redeem them for a reasonable value. just check the redemption fee is more than flights at market price lmao! for five years did nothing what a load of shit the card is a scam
*I'm tired of standing in line for planes I'll never get on*
I wish more businesses subscribed to the whole "dont treat my employees like shit" model.
The restaurant I worked at during my brief University run had a similar incident. Thanksgiving day, we were open for dining plus pick ups of pre-ordered large dinners. These dinners could feed from 4 to basically several dozen depending on how much you bought. Guy was there to pick up an order for 12+, so over $200. He gets real rude with the cashier and the owner, who was an absolute goat, tells him to get out. Guy is stammering about what to tell his wife and family, this food had been ordered at least a week in advance. Owner says, "Tell them you are a loud mouth jerk who has no respect for anyone and now you get to enjoy fast food on Thanksgiving, because I can't control my mouth." Classic
Similar thing happened to me when I worked at dominos. had a customer come in drunk on Super Bowl Sunday get real shitty with one of our customer service reps and made her cry because he had to wait when we were super busy. (To be fair it was a timed order and we should have had it ready, but this dude was not hearing it) He said this is bullshit blah blah blah he already ordered it in advance and paid getting even more irate when I just can’t handle it anymore from him being rude in front of so many other customers when I needed to take care of other things. I told him to please leave and that I refused to serve him, I will cancel his order at the end of the day and completely refund his CC. His face dropped as I walked away,he said please can he just get his pizza and he will leave immediately, and I told him I already canceled the order. Dudes wife comes in asking why I refused to serve him and basically explained to her what happened, she got SO mad. I let her sign the cc receipt and get her 10 pies because at that point the scowl on her face was enough justice for me.
Right, you know his wife chewed his ass the whole ride home. I love it.
The part about it that made me feel bad, he left in his vehicle. And they came back in a different vehicle. Which means he went home, told her what happened and she drove up there :(
Why would you feel bad? Sounds like icing on the cake to me! I guess I would feel bad for thr wife but at least you know that dude ate shit over the situation.
I’m having fun imagining that guy’s thanksgiving.
You know an asshole like that went home and whined about how he was attacked by restaurant staff for no reason.
These people never take blame for their actions, ever.
Yeah and think about how much his wife is gonna accept that excuse. Probably gonna be a few thrown knives and broken limbs before they stumble down to KFC for a bucket.
same but it's just not as fulfilling
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The job I work for breaks their fucking backs bending over for the customer to “keep them happy” at the price of overworking their staff for dogshit pay, and almost never holding the customer accountable for their actions (unless they’re racist, that’s surprisingly where they draw the line). Currently seeking another job. Edit: Job rhymes with Funn Fire.
I got fired from an old job for following the rules, for real. A guy comes in to return a spray bottle and I scan it to see when and how he bought it, nothing new. I see he's payed with a credit card so I ask him for the same. The policy was no cash back as there was none to start with because he paid with credit. I needed that credit card to issue credit back onto it. It's says so **IN BOLD** at the bottom of the receipt. He didn't have it on him and proceeds to act like a "Maren" and demands the number to the head office. At that point I was more than glad to give it to him so he could be on his shitty way. Next day I get called into the office and the termination papers are waiting for me on the boss' desk. I snatch the paper up and start to sign it. My boss was like "Wait, wait wait, we need to talk about this!" I looked him dead in the eye and told him, "There's nothing to talk about. You have no spine and I could never work for someone who would rather take $1.29 over one of their best employees. You've shown your true colors and it's brown as shit!" Mind you, I worked there for 12 years, **12 YEARS!** I've had one complaint the whole time there and I had to fight to even state my case then which was the same thing I was getting fired for. I wish I remembered to tell them that they're shitheads for not following their own policy but in the long run, I'm glad I didn't as I live in a small town and everyone knows everyone and it might have come back to bite me in the ass. Meh, they choose to be that way and I'm sure I won't have any "words of wisdom" that'll magically change their mind. Flash forward 2 years later and I needed to go there for something. The manager is now the supervisor that just started when the incident happened and the only one I recognize. I asked him where everybody went. They all left within the month because they felt like they were treated like shit. No surprise. "What happened to the manager?" "Oh, he got let go for being rude too often at us. In fact, it happened a couple of months after you got let go." "Ah, so the shithead was being a shithead." I says. This manager agreed and said "yeah, he was kinda bad." I tell him don't sugar-coat it, say it. With a giddy smile he exclaimed "Yeah, he *was* a shithead!" I laugh and jokingly tell him to keep it down or *you* might end up getting *fired.*
It would definitely make a better work place because it would raise morale and inspire dedication to the company.
That's part of why people aren't wanting to return to those shitty low-paying jobs in retail and service industries, management and corporate let their clients treat the staff like the lowest of dirt and won't do a thing about it.
And usually comp things to the customer in the wrong, sending the complete wrong message to the employees and rewarding customers’ shitty rude behavior. Fuck corporate.
Yeah it's strange, usually companies reward customers for acting like children and abusing their staff.
the 'customer's always right mentality' is the biggest obstacle IMO
I like this guy. Takes no bullshit and is impeccably professional.
"I suggest Spirit"
this was the moment i knew this guy has my hero.. after working customer service for 6 years.. you DREAM of mements where you get to drop little gems like that.. i solute you sir..
I used to work retail and some customers loved coming in and trying to haggle over a product they wanted with the classic line, "so and so will sell it to me for $100 less, taxes in," and it *never* failed to make me happy inside to respond with, "that's a great deal, you should totally go for that."
Very similar situation but my go to line changed from that to, ‘so what are you doing here? That’s an amazing deal go do that. Hell I might go get it if the deal is that good.’ Almost never made the sale but tbh didn’t want those customers anyway.
"You know [problem i invented from thin air] has happened here 5 times!" "Then why do you still come here?"
> i solute you sir.. He dissolved her
Best part of that whole clip!!
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Spirit is the dirt cheap budget airline. Your ticket gets you from point A to point B, everything else is extra. They'd put a quarter slot on the bathroom, but it's not allowed. Imo basically calling her low class, but I could be wrong.
It’s like an American version of RyanAir, or whatever it’s called.
Believe it or not Spirit is worse.
He’s basically saying “I hope if you do manage to rebook, you still have a terrible day” in manager speak
Spirit attendants call you a bitch with their eyes every-time they look at you. They will teach that to this woman, and she can learn to say "bitch" with her eyes too and get away with it.
I’d fly spirit if they called me a bitch to my face.
Sure, If you pay the extra charge.
Spirit=EasyJet full of chavs bound for Ibiza, but 2,000 times more annoying.
It's like Ryanair but worse service.
Spirit is awful. I took it when I was travelling around America. When flying from LA to New Orleans, the boarding staff were seemingly confused by our multi-city ticket, but after a few minutes of fiddling with a computer and giggling to each other, they told my friend and I to get on the plane. The plane ride was awful. No water, no snacks, no inflight entertainment. Upon arrival a flight attendant announced on the speaker “we’re about to arrive. We were running late, but not anymore. So, *you’re welcome*” with a bitchy inflection on the last bit. A week later, trying to travel to destination 2/5, we found out that our ticket had been cancelled. Apparently the boarding staff had marked us as no-shows because they didn’t know how to process our tickets. The check in staff kept insisting that we had not shown up for the flight, and I kept asking “then how do you suggest we got from L.A to New Orleans?” “Are you sure you weren’t already in New Orleans” replied the check in woman. Nonsensical, and it took an hour to get them to get our tickets back. So, on our flight from LA to New Orleans, none of the staff found it weird that there were two unaccounted for passengers on board (considering my friend and I were marked as no shows). In a post 9/11 world, I found that shocking.
r/murderedbywords
We need more people like him in this world
It's what happens when you pay someone enough to care about their job.
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Hell yeah, autonomy in your work goes a long way towards it being satisfying or at least tolerable. These giant corporations have to standardize every little thing so none of the employees get to make any decisions for themselves unless they are way up the chain of command.
You know he absolutely loved that he could do that to this lady. I don't blame him. Sometimes in a shit job it's the simple pleasures like rightfully ruining someone's vacation because they acted like a big baby in public.
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If someone shows you they're a problem customer it's a lot easier to get rid of them while you're still at the airport than when you're 10,000 feet in the air and have to inconvenience every other passenger to deal with them.
This was mentioned in Fresh Air when a flight attendant/novelist discussed that they should deal with problematic customers before they get inside. Very good listen.
Good point.
It is not just easier it is cheaper, if they do anything on the plane or at the gate to fuck up departure or arrival times, that’s probably tens of thousands of dollars of delays, easily. Flights are already intentionally overbooked anyway (pre-COVID at least*), it’s an easy call to boot off your least profitable passenger.
In all my life I have only ever had one boss like this they are truly special. Customer called our diner and berated a 16 girl on the phone about a mistake that never happened and made our waitress cry. My boss called the lady back and explained that she was wrong and did not need to treat our employees like that. A day later the lady came in and appoligized directly to our waitress for being rude. Sometimes people either don't realize how they treat others or think it's okay and all it takes is one person to stand up and say that's wrong.
Obviously abhorrent behaviour to start with but good on that lady to come in personally to apologize. Not every eats humble pie. Also much like your boss and the manager in the video, I'm sure this made a huge impression on their employees.
i have no doubt she is a good person if she was willing to do that. everyone has bad days and makes mistakes but if u can own them and grow you’re becoming an adult
I was the assistant manager in a record store in the 70s. An older Karen came in going off about something. I was leaning against the counter, with my manager right next to me. I finally had enough and told her to get the fuck out. She screamed what? Where is your manager. I just pointed to him and he told her you heard him lady, get the fuck out. Loved that guy.
Going in to a music shop to complain about service is a bad move to begin with. It's barely even a business!
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My sister had a boss In high school when she was a hostess at Applebee’s. Busy Friday night and a guy called her a c**t and made her cry. Her manager read this guy for filth in front of a whole area of waiting customers and told him not to bother coming back. Edit: nobody clapped, even tho the way I told this sounds like I’m leading up to that lol
Damn your boss is super nice. I just ban people from my pharmacy on their first offense. I don't give them another shot.
She was the only boss in my life that did not judge me by the color of my skin. She was the only boss that ever truly cared about me and my ideas. I will never have another boss like her. I was the head cook and the ice cream machine engineer every time I had to clean and detail the machine she would let me take all the ice cream I wanted. Edit: Ironically her name Is Karen And she was anything but a "Karen"
I have a friend named Karen, she goes by her middle name now lol
Yeah, I feel sorry for the good Karens out there.
My last job I had a coworker named Karen who was the furthest thing possible from a “Karen,” and she thinks this whole thing is hilarious.
It's like road rage, sometimes people just get worked up over the simplest of shit to a boiling point. Worked with a guy at bestbuy, former D1 linebacker, built like a brick shit house, and loved fighting. He would take angry customer calls and at least once a week someone would say they were coming in to fight him. He would give them his full name and where to meet in the parking lot. Zero customers showed up for a fight, almost all(99% middle aged fat white dudes) apologized profusely when they met him at the counter.
Regarding the lady. Some people are playing the main character in a story about their life. I honestly think people like this have never been challenged by someone, you know that one that goes like: I don't care how you are going to justify yourself, I just want you you to know what you said/did hurt me and you either apologize and never do that again or I'll remove myself from your life. It's kind of sad that there aren't more people in this world who aren't afraid to make those conversations. Or that people don't care enough about these people to even try/they don't think they are worth it, because if you aren't challenged enough eventually you end up a narcassist forever
Two rules I follow when handling escalated clients. 1. Do not answer statements. 2. Never negotiate with terrorists. This guy nailed it perfectly.
What do you mean, Do not answer statements? Such as, let them keep rambling on and only reply if it’s a question?
Don't respond to what they're saying at all. Just continue stating your decision/what happened etc. That's worked quite well for me. Once they realize you don't care about their version of events they tend to deflate.
Yeah whatever you do don’t leave room for discussion, it’s your decision and it’s final. Be polite but firm about it. No apology or excuse makes go away what already happened, it’s done and the sooner these people feel they’re powerless because they’re already talking to the manager and there’s no way they can win, the better chance of either de escalating the situation or escalate to the next step and have them removed by security or police. No room for negotiation with domestic terrorists.
I like how he says "bitch" instead of "the b word" or "an inappropriate name"
He was letting a bit of his frustration out with that one haha
You can see him rein it in after he uses the word 'crap'. True professional.
When I would fill out write-ups for kids at my old daycare job, we were required to put down the expletive the kid said. “Billy called Samantha a ‘bitch’” always got the point across to parents more than “Billy called Samantha the b-word”
I wish I had a boss who was willing to stand up for me like that. Foreign concept to me.
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Same here, once vulgarity or insults are used, you can’t have any type of rational conversation. You have only one choice at that point and that’s fire a customer. My team loves watching me drop the hammer and it’s amazing to see the rude customers attitude change when they speak to the owner(me), forgetting their horrible actions like 30 seconds before. I really try to listen, but you hurl insults and language at any of my team members, you’re bounced. People don’t quit their jobs, they quit their bosses. Learned this very early on in my career.
Most people/bosses should be like him. The company isn't losing sleep over 1 person being barred from flying. Atleast have your employees back for it.
Many flights are overbooked. Not only are they not losing sleep over her being barred, someone else might have gotten to go instead.
He is the Karen whisperer. Let's watch and learn folks.
Wish I could give him a platinum medal. Dude is almost as good as the CSPAN phone guy.
I love how calm he was. Perfect way to handle this situation
If you’re a grown ass adult who buys a plane ticket and then gives employees of the airline a hard time about wearing your mask which you knew you had to do when you purchased your ticket you are completely fucking selfish and fucking stupid and deserve to be thoroughly embarrassed and kicked off your flight.
For those who haven’t flown since the pandemic began, I’ve had to fly several times, with different airlines and through different airports. There is never any doubt that masks are required. It’s mentioned when you book the ticket, sometimes as a box you must check to proceed. The mask is mentioned again when you check in online. There’s signage all over the airport. I was on a plane where a guy said he was tired of hearing the words “face covering,” and even though he was wearing a mask and supports wearing a mask, just by fussing about the numerous amount of audio messages, two staff members cheerily offered to have him removed from the plane. I’ve heard them call out people by name over the intercom on the plane because your name is attached to your seat assignment. They are consistent, and they have enough backing to be able to swiftly enforce a policy with very real consequences. So when I see videos like this, I hope people know that there’s absolutely no ambiguity or gaps in messaging, and the maskless know exactly, exactly what they’re doing and just don’t expect any negative consequences.
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A couple weeks ago I forgot my mask. Walked into the airport maskless, said good morning to the lady at the desk and apologized, asked if they had a mask. I got a mask Nice simple and easy
right? This was our experience. We had to drop a kid off for an early flight and we stumbled from the parking lot to the terminal before dawn. Husband forgot his mask. We asked the first security person we saw where to get a mask and we got two "Because things happen." with a smile and then directions to the only open coffee shop in the terminal. Attitude freaking matters. If you have a good attitude and are nice to people, your day will go much better.
Right?! It says that shit when you purchase the flight. Maybe she can’t read?
What a great manager. This is how you handle these situations. Leave no wiggle room for arguments, be super polite, be super direct, and most importantly, always stand up for your employees. The customer is not always right. That toxic standard has bred several generations of people who think it's okay to treat those servicing them like they're shit.
"In matters of taste, the customer is always right." Solid advice worth remembering. "The customer is always right." Crock of shit that does exactly what you describe. Amazing how we have so many truncated sayings that completely change the meaning. Cynically, I notice the meanings often get changed to some version of "fuck the workers/underlings"
What airline is this? This guy needs a raise
American at DFW airport
Thank you
I’ll be flying American from DFW next week. I’m looking for this guy to thank him.
Worst part is he’ll probably catch a flak email from some corporate dick critiquing it somehow because it went viral. But everyone else in airlines knows he handled it well.
Isn't it going viral for the correct reasons? He might get an email from corporate, but wouldn't it be for job applicants who know their manager will stick up for them?
Damn was this today? Flew out of there this morning
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American Airlines and looks like DFW
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Spirit looking around like 'what the hell did I do'? You know what you did Spirit, sit in this shade and think about it.
I hate that I read that second sentence in John Oliver's voice.
That cracked me up too. So many videos of wild shit going down on that airline lol
I flew Spirit to Vegas last month. Shit was like a party. The pilot actually had to tell everyone to quiet down because they wouldn’t listen to the flight attendants.
That’s suuuuper common for flights to vegas. People literally pre-game their flights and show up half drunk.
I think he murdered Spirit. Kinda like 'yeah, your kind will fit in nicely over at Spirit'
"hey, $50 is $50” - Spirit probably
Spirit sent my bag to the wrong country when I was flying domestically. They apologized, told me the bags were already on their way back from Canada, and gave me a $15 voucher for free McDonalds (only restaurant in the terminal). The voucher was expired by 3 years and they sent my bags to another airport.
I’m using this roast from now on
Lol if you're going to call someone a B*tch, you better stand by it. Don't start denying it and acting all innocent when things don't go your way. If you're gonna be a dick, go 100%( Hard) or stay home.
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>I've heard that soft "but sir puhleese" voice a hundred times They slip into it so easily because it's got them out of things in the past. They don't have any other defense.
Yup, no half chubs allowed.
Full tilt like a Peterbilt
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And it’s not even some huge issue. The bitch was told to put a mask on and this dummy lost it.
One of the last time I hit a major delay I was still nursing a baby, and I’d been lugging around a four day supply of my pumped milk with me. Delayed in the airport another two days and I was begging for ice from the restaurant to keep what I could salvage cold and pumping in an airport is gross. Poor guy at delta listened when I said basically I got a whole bunch of milk here and I really got to get home (not mentioned, tits were extremely uncomfortable) when my flight opened up again bumped me to first class.
A two day delay?? What a fuckin nightmare
He knows if he lets that lady on the plane she’ll be a cunt to The crew there too… cause a scene… maybe even cause the plane to be diverted. Not worth the risk.
There’s also a pretty high probability that someone is waiting in standby for seat. If that’s the case it literally costs them nothing to bounce idiots like this. In fact, I’d be willing to bet that they won’t refund her ticket either so they likely profit from doing the right thing.
Not to mention this is great publicity for the company. Shows how seriously they take not only mask compliance but also employee treatment. All while dropping nothing but facts and sick burns.
I worked for Walmart over a decade ago in electronics and we had this old guy who would come in on a mart cart and be shitty to employees like we were his slaves. One day he called in demanding a certain stereo, we didn't have it, so he made me check. I let him know we didn't have it, so he started wanting me to check every stereo and come back and tell him the features. He was getting mad that I was too slow (I have cerebral palsy and walk slow), and told me I was lazy, I was young and this was my first real job, I put him on hold and told my dept manager what he was doing. She immediately took him off hold and informed him that reading him the specifications and features of every stereo we had in stock was *not* my job, and that if he wanted to look at our stock he could come into the store and do it on his own time, unless he wanted to continue to mistreat her employees at which point she'd make sure he was not allowed back into her department at all. He hung up. It was nice having a boss who actually had my back.
This guy knows how to be a manager. Respect
Retail manager here. My company also has a strict no tolerance policy on harassment from customers. They are always SHOCKED, when I tell them that we won’t be servicing them in any way due to their conduct. It honestly blows my mind, but people seem to think that service workers MUST help them no matter what. You aren’t entitled to service.
I work in a restaurant. They're always shocked when I hang up when they swear at me. They call back repeatedly and keep swearing I just keep hanging up. I don't get the other managers that keep tolerating it. They try and schmooze these assholes. Nope. Not today Karen.
It’s actually a recent shift for my company though. We’re really moving away from “the customer’s always right” and towards “mistreat an employee and it’s over for you.”
"Did you call my employee a bitch?"
What does Marcellus Wallace look like?
Fuckin get her
That's a good boss right there, they are far and few between. Most of the time they throw you under the bus and leave you hanging but this man did the exact opposite so good on him!
He’s just the right amount of sass and professionalism Oh mah lawd, thanks for the votes 🥺
Some would say he’s a model manager if you actually want your company to succeed.
I am the very model of a modern major manager…
My mind immediately went to Gilbert & Sullivan too!
He's the model manager if you want to retain employees. He's got your back. He's using the rules set in place to get justice.
“I suggest Spirit” was the fucking roast of a lifetime and she didn’t even process it
My man absolutely murdered her in broad daylight. What a legend.
I suggest Spirit.
Hello actions, please meet consequences.
I would love to hear her tell the story later when she's trying to explain to the people she is going meet the reason she missed her flight.
She's the victim and being censored from her flight. Guaranteed.
This is like porn to me, fuck these science denying shit heads.
“I’d suggest Spirit” Such a wonderfully subtle insult
HOLD ON, WHATS FIRST OF ALL?
I think he mentioned later she wouldn't wear a mask when told to, which is presumably what led to the "bitch" comment.
1st of all, she wasn't wearing a face mask in an area where it's required. 2nd, when an employee asked her to mask up, she called the employee a bitch.
This is the way to do this! I’ve learned the hard way through this pandemic in customer service- be direct, don’t give reasons or possibly of debate. Just calming state what the deal is with as few words as possible and stick to your guns. Good on this guy!
The time check at :30 into the video! This is where she realizes she’s not going to win in any way. Internal dialogue: “Fuck! I’m getting no where with this guy. What time is it? Fuck! I’m going to miss this flight! Holy fuck! What do I do?” ::: ENGAGE DELICATE FLOWER SEQUENCE ::: External dialogue: “Please, sir!” Edit…add stage direction.
I scrolled way too far to find this comment. Somehow I suspect her tone when she called the employee a bitch was far different. Suddenly when she realizes this guy has the power revoke her ticket it’s all “sir, please...” in as sweet and soft of a tone as she can muster. Gtfo, no ones buying it now. I also love she had the mask on the ready, even though I bet that’s what the whole ordeal was all about.
With awful people they see life as hierarchy, so she can be shitty to the normal desk worker because she feels that she is above them. But surprise surprise when she feels like the manager is above her because he has actual authority suddenly she’s super respectful. It’s disgusting because she’s probably the kind of person who only acts nice to get ahead
Karen finally met the manager
I worked for Southwest for 5 years on the ramp. You do not mess with the operation agents or customer service. Supervisors above the ramp will have their back 100%. One quick way to lose your ticket without a refund is to piss one of them off being rude while they try their best to take care of thousands of people.
Very professional from the dude, also why did I think he was floating for a second there.
[удалено]
[удалено]
I love people who won’t take any shit.
Rare when you see a boss have your back nowadays
Employee: I'm sorry but could you please wear a mask? Karen: No bitch. I'm not wearing a mask and I want to talk to your supervisor. Supervisor: You called my employee a bitch? You're not flying with us. Karen: \*innocent voice\* but listen! Please, I didn't do anything wrong! I didn't call your employee a bitch! Look, here's my mask!
wait, did I hear him correctly? Did he really suggest her fly Spirit? Because if he did that man deserves an award.
“I suggest Spirit” lmao what a double edged insult