This Retail Balls tale is actually an update to a recent post about a Front Desk Agent who was verbally abused by husband and wife custys. The next morning awesome store manager came in, found out about the verbal attacks, and forced the custys to appologize in person! Way to go Awesome Hotel Manager! We salute you for not just having a zero tolerance on verbal abuse, but for the ballsy actions you took after it:
I've been mostly unconscious here after my shift on Thursday
was done, so I just saw the post on RHU. To everyone: thank you all!
*hugs* Still won't know my results for a few more days, but I'll let you
all know when I find out. Anyways, big fucking update here, and I'd like to
nominate my boss for Retail Balls award.
On Thursday morning, my boss (the guy who manages the hotel, not just the front desk) came in early to catch up on things that he missed on his days off. Now I document every incident that occurs on my shift to make sure I don't get burned by something stupid. I had typed up the whole exchange and had made copies for management as well as for myself, and had filed a copy in his inbox. About 5 minutes after he arrived I hear: "Front Desk Freak! Come here!"
I walk into his office and say: "Yes bossman?"
I sit down at his desk and go thru the whole exchange, watching my boss get redder and redder with each sentence.
He sits there for a minute and says "No one abuses my front staff when they're doing their job! What fucking room are they in?"
I give him the room number and get my stuff ready to go (since my shift was done for the day) he turns and says "Don't leave yet, I want you to stay for a few minutes."
...okay... Bossman dials the room number and practically barks into the phone "You need to come down here NOW!" and hangs up.
Now I'm curious as to what the hell's going on, so I take a step back from the desk and watch my boss pace like a caged tiger.
About two minutes later they walk into the front lobby. My boss turns to me and says "Are these the people you dealt with?"
(Now here's where my brain was doing a "What the hell?")
He then proceeds to ream them both out on their behavior, that they are both horrible people, and if they so much as say one more negative thing to ANYONE under his employ that he will kick them out without refunding any money whatsoever, and let corporate know about it as well.
He finished his rant with "Front Desk Freak here explained the situation and offered to change the room as soon as it was possible. She could have told you to fuck off after the verbal abuse that you both put her through, but she remained professional throughout! She is one of my best employees here, as well as one of the nicest, and for you madam to even WISH ill will on her makes you a sorry human being!"
Have you ever had one of those moments that you want to press into a book and
pull it out every time you're feeling low? This, my friends, was one of those
Now they're both standing there, the raging bitch is turning red, and the husband is stuttering "Bu, bu, bu, but..."
Oh, it gets even better everyone!
"I believe that you both need to apologize to her RIGHT NOW, or else find someplace else to stay!"
They both stammered apologies, and my boss turned to me and said "Well, that was a sorry attempt at an apology, it's up to you if they can stay or not."
I looked at them both, keeping eye contact with the raging bitch and said "They can stay, even though I do not feel that it was a real apology, I am willing to be the bigger person here. And ma'am? The next time you decide to wish someone to get cancer and die, I'm going to let you know a little thing that I'm going thru. I just had a biopsy done on my left breast, so the next time you even think about saying something so venomous to someone, just remember that they're a human being too."
She goes from beet red to ash white in five seconds as I say this to her, and starts to chant "I'm so, so, sorry" over and over.
The bossman looks at them both and says "That's all, have a good day. Front Desk Freak? Add a half hour to your time since I had you stay." and walks back into his office.
The real kicker? I just walked into work today for my afternoon shift and there's a card here from them both, apologizing again for their behavior.
Thank you all again!
I love this site because all of you are just so fucking awesome!
*Hugs to all*
--Front Desk Freak