I've been pushing back....(long read ahead). This is not 100% on-topic, but it's still very relevant to where we are as a society:
Last night, I patiently waited 20 minutes for a Quarter Pounder with a drink and fries. If I have the time, I welcome it as some lesson to be learned. The manager was firm and in control, but it seemed his crew of young recruits had other ideas...not because of spite, but just the plain old inexperience of working together as a well-oiled team.
The manager mentioned to one of his workers that he had already clocked 58 hours and was staring down another long weekend to add to his misery. Sad thing...he's probably only making around $12.00 per hour, if even that.
As each new customer came and went, I stood...waited....and observed his actions. There were at least three mistakes with the other orders, for which he profusely apologized and personally re-made himself.
Finally, he inquired about my order. I mentioned how long I had been waiting and he immediately wanted to refund my money...and then I chimed in.
I mentioned that I owned a business, and I that I understand how mistakes and misplaced orders can occur. I told him the best way to pay me back was to not lose his focus as a leader of those young kids.
"Sure, you're a manager of things", I continued, "But more importantly, you're a leader of people...these young people".
Immediately, his stress level went from a 10 down to a 1. It was almost as if someone instantly picked him up from out behind the stress-laden counter and dropped him on a white sandy beach somewhere with only the surf to worry about.
After that, I could instantly see a change in his demeanor. When I first walked in, it was obvious that his energy level had flat-lined hours prior, but after our brief discussion at 10:30 pm, he was running like the Energizer Bunny. Had I been an irate customer, I'm sure he would have still handled the situation extremely well...but he would have internalized the stress in the process.
So there you have it...nothing so special about me. It was a teachable moment for the both of us. Hopefully, his future endeavors will continue to help kids gain a healthy respect and understanding for authority.
I say this to prove that we hold the the power of life and death by the words that we say....or don't say.
(BTW...I always compliment the parents of well-behaved young children in restaurants. You wouldn't believe how good that makes them feel....especially in this age of bratty kids.)
JB
