I've always worked in the hospitality/food service industry as a second job for around 16 years. The hours aren't the best, but the cash is good and the co-workers are usually even better. It's a sense of community like no other. Now I've worked in different positions in FOH in both corporate/chain restaurants, as well as dive bars/private "mom and pop" restaurants and bars.
I have never in my time in the service industry had an issue with a customer where the owner, manager, or whoever was in charge did not speak to that customer nor the employee involved to collect facts when it has come down to a customer complaint. They then make a decision on if a reprimand is warranted towards the employee or if the customer was incorrect. Not every employee is right, just like every customer is not always right.
I started working as a bartender/server for a friend of a friend (we will call him C) within the last year. I had not been working a second job for a few months due to starting a new full-time career and needing to work out the scheduling issues. When I had extra time during evenings and weekends, I started looking online for any new local businesses opening up.
I came across C's post stating that he was opening up a new restaurant/bar locally and he was looking for staff. I reached out to C, had an interview with him, his wife (who's a silent partner), and a third business partner (We'll call him J), and boom, was hired and have been there for the last 10 months. I worked crazy hours in the beginning because it was a new restaurant in a busy town in the middle of the summer season. Also, their mentality was to keep the staff small, as it was a pooled house, and they wanted everyone to be able to make money and be content with the shifts. Makes sense. Eventually the staff grew and I didn't need to be there as much/for such long hours which worked out to my advantage overall. I ultimately got to pick and choose my shifts and worked alongside my full time schedule. Everything had been going smoothly.
I've never really had any issues with customers even in corporate places, until I started working for C & J. C gets very flustered with customers, especially the entitled ones who seat themselves, and J has a no-nonsense mouth on him, but he also hits on every female that walks through that door. I've just learned to navigate around that. But I have noted a shift in the clientele since November. I've had 3 issues in the last 8 months with what I consider "difficult customers." One ordered an Old Fashion and got pissed off I didn't ask him what kind of Whiskey he wanted it made with (Hint: they're made with Bourbon, and we only have one in house) and the other was months later when a group of fresh faced 21-year-old's got a little mouthy when their multi-step dessert martinis took a little too long to come out. After one of them cursed at their server near the service bar where I was working that shift, I interjected and I refused to serve the entirety of the group. We got a manager and another bartender to speak with them, and went about my business. We eventually asked them to sit at a completely different table and they could get served, one round only, and then they were asked to leave.
No one has written a review about me before, but these previous situations, I have always brought to the attention of the manager on shift. I'd rather rat myself out and express what happened before a keyboard warrior gets home and starts to stir the pot. Each and every single instance, I was told by C (the one who makes the schedule and does the hiring) that he "really didn't want to be having this conversation" with me, that "I know better", and that "it doesn't matter" what my side of the story was, as "we are in the hospitality business and guest satisfaction is everything." I do get that, but I've never, in my experience, couldn't bring my concerns or frustrations to an employer and as them to assist me with a difficult situation, and be told that it's my fault and not even a concern of theirs. We all have bad days and bartenders are the face of the establishment. I absolutely get that. You have to be on your A-game, and if I didn't think that I was, I would mostly likely an excuse to go to the walk-in and take a deep breath before going back out on the floor and pretending like nothing ever happened.
Fast forward to yesterday. A group of women showed up after what appeared to be a very boozy brunch reservation across the street. It's a holiday weekend, the bar is packed and we're already understaffed. While trying to take the food orders from two separate couples on either side of them, these girls flagged me down (one of them waving their hand in the air/over the bar as if I was not literally a foot away from them and made eye contact prior). They ordered in an extremely broken and disjointed way. At first when I asked what they wanted, I got blank stares and generally ignored, but then eventually, one by one they ordered. Then they were arguing with who was paying for what and some were not clear one what they wanted to drink off the menu, so they were taking a significant time to decide. I was totally fine with that, as I had other customers I needed to speak to. Did a round on the floor, made sure everyone was okay, and eventually those girls all ordered and got their drinks. They all turned their backs from the bar and started talking amongst themselves after they were served. I tried to get their attention to see if I was running a tab (needed to collect a card if so) or how they were paying (either together or separately/individually with card or cash).
I tried getting their attention, not once, but twice, and I heard one of them mutter under her breath, āOmg...Iām over 40 years old, I donāt need to be asked multiple times how Iām going to pay for a cocktail.ā
I'm not trying to be difficult; I'm just trying to figure out if I'm putting a card on file or not. They all close out individually, no tips, and they move to stand in the middle of the dinning room area all talking. I go about serving my other customers without a second thought.
About an hour or two later, J, who was also acting manager at the time, pulls me aside and shows me a screenshot of a review one of the ladies wrote about me. (For anyone curious, when you own a business on google, it sends the review to the owners email & their google account for review and access. There's usually a slight delay before they go live I believe).
They either did it while still in the restaurant or did it on their way out. It hasnāt posted on google yet (last I check), but the summary of it was that I wasnāt nice. They āwerenāt sure if I was having a bad day, but $18 for a Dirty Shirley and no nicenessā really put a damper on their weekend. It was short, sweet, to the point.
I explained everything to J from my perspective and how I felt the interaction went. The other bartender also explained his side of the story, as he had a run in with them at the other end of the bar when they tried to order another round. He said along the same lines of what I did, which was: they were drunk, not really aware of how busy we were and taking that long to order was time consuming, and despite the fact that they were slightly standoffish, we were just doing our jobs by asking how theyāre paying. There was no emotion to it. It wasn't that deep. J said he understood and even spoke to the two couples that were next to the group ladies, both of whom sided with me and said I did nothing wrong. However, I was still sent me home mid-shift as I was pending a āperformance reviewā with C. I was promised a conversation would be had.
I even had my other customers asking me what was going on as I was gathering my stuff, but I brushed it off and didn't think anything of it at the time.
Now mind you, there have been other bartenders in this restaurant who have made customers run to the bathroom and cry. Some have had multiple poor reviews about them written. Also, if you look at the reviews of the other restaurant that C owns/manages, he has more 1-star reviews about how he speaks to people and his attitude than any of his other employees combined. This was my fist written issue.
I got a notification today that my next scheduled shift was available for other staff for pick up and when I went to look, I realized that I was kicked off the scheduling app entirely. About ten minutes later I get the following text messages (attached).
So, AIO?
I think I expressed myself appropriately, but this is the first time in my life that I have been fired from any position, food service/hospitality or otherwise, and I feel like it was not justified.