I bartend at TGIF. Done it for 6 years now, love it mostly.
Tonight a girl I recognized as a TGIF employee from another store came in with some friends. I remembered her because the last time she was in she acted like she'd never been in a restaurant before, let alone worked in one. She and her friends were the same tonight.
She clearly didn't know the menu well. I joked with my manager in the kitchen about how she must be a hostess*, since she asked me an extremely stupid-for-an-employee question ("Do you guys have x-like-dish?" Uh...yes? The TGIF-X-Dish?). She also clearly didn't know polite customer behavior very well either, as she decided the way to get my attention to order appetizers (after I'd been standing idly behind the bar in front of her group for a few minutes while they ignored my several attempts to see if they knew what they wanted) was to snap her fingers and shout "Excuse me!" at me while I was taking a different set of customers' orders.
*because hosts don't necessarily have to know the menu as well as servers or bartenders. Not because hosts are unintelligent.
They ate, they drank, they wanted separate checks. She wanted me to split an item in half between two people, which I somewhat baffled...ly reminded her we can't do if there's a discount on it, like her employee discount. She also demanded to know why I charged her for chips and salsa. When I asked what she meant, she did order chips and salsa, right? she said she expected to get the free promotional chips we give out to TGIF Member Card holders. I responded with "The loyalty program chips? That's for loyalty program people." She snapped that they let employees eat the promo chips at HER restaurant. I shrugged and told her I was sorry. Her friends paid and tipped well. She left me a 10% tip on her final bill, which was about 5% of what the bill would have been without her employee discount.
I pulled my manager aside to ask if, while she was still in the restaurant, we should remind her that you're required to leave a 20% tip off the original, pre-discount bill when you use your employee comp card. He was like "heck yes, we should!" and went to go talk to her. At this point the group had gathered up their things and were on their way out the door. Manager caught them in the foyer and said in a conversational tone "Hey Employee! Can you come back inside for a moment? I have a quick question for you." She told him they were leaving, what did he want? He tried again, "Just come back inside, it'll take two seconds" but she insisted he ask whatever he needed to ask right there and told her friends to hold up.
So manager, as tactfully as he could, asked her if she knew about tipping policy with the employee comp card. She said no, so he reminded her it's 20% off the original bill total. She wanted to know why he was asking her this, so he reminded her she left about a 5% tip, and that he was just wanting to check to see what was up--that she maybe had forgotten the policy. She just said "Oh. I didn't know. Sorry?" and then left.
Manager didn't appreciate her attitude, so he asked me if I remembered her name and what location she was from, and then set off to call her location to give her managers a heads-up that she might need a refresher course on how to behave while representing the company. While he was chatting with the manager on duty at OtherLocation (who apologized on the girl's behalf, which was unnecessary, but nice) the other line rang. Manager put otherManager on hold, and who should be on the other line but the girl?
As soon as she ascertained it was Manager on the phone she lit into him. "How DARE you embarrass me in front of my friends like that?! I can't believe you chased me out of the restaurant to demand a higher tip! How unprofessional blah blah blah" He apologized if she felt embarrassed, but reminded her he had tried to get her to have a private conversation twice. She then told him she tipped so poorly because I gave them horrible service, that I hadn't even bothered to recommend any drinks or appetizers (uh, you work here. Most other employees would laugh me out of town if I tried to give them the corporate spiel), that I'd been a b*tch about not giving her free chips, and that she's the best server at her store and has been with this company for over a year and knows policies inside and out. Manager just calmly told her that if she'd had an issue at the time, she should have said so instead of saying she didn't know about the tipping policy. She yelled she was going to call her general manager and report him, which Manager replied was fine. He wasn't going to continue this conversation with her, but if her superiors felt the need to follow up, they could give us a ring.
So he hung up, and promptly switched back to the line her manager was holding on, and was like "...funny story..."
TL;DR--server from a different location goes from annoying to off-the-rails. I suspect she'll be having an uncomfortable chat with her general manager before her next shift. I only feel a little bad.
- Good luck at work tomorrow...