An interaction I just had with a regular Karen at my store. And the reminder that my manager is a saint.
Customer comes up to the register with drinks and asks for gas. I run the transaction, but because I don't make eye contact with her very much, she taps her long nail on the counter to get my attention.
Karen: Are you paying attention to me?
Me, forcing direct eye contact, which makes me horribly uncomfortable: Yes, I have your items rung up and your gas ready, was there anything else I could get for you?
Karen: No, that's it, I just thought since you aren't looking at me, you didn't know I was here. You should work on your eye contact.
Me: Ah, sorry, it's always an issue for me to-
Karen: Yeah, I'm done, just ring this up and I'll go.
Me: *finishes up her transaction and waits for her to pay*
Manager: Ma'am, I don't need you belittling my employees like this. We'll handle this for you, but if you bring in that attitude again, we won't serve you.
Karen: Excuse me? I just wasn't sure he was listening to me, because he never made eye contact-
Manager: Ma'am, to be completely honest, do you need eye contact to hear someone?
Karen: Well, it's just polite etiquette, maybe you need to train them better.
Manager: Ma'am, I'm going to have to ask you to not bring your business back here. You can get your gas and go, but we will no longer serve you. Beyond today, you're banned from this location.
Karen: *goes on the usual tangent about calling higher ups, taking this to the state, the store losing business, blah blah blah*
Manager: *"kindly" showing her the door and making sure she didn't come back in*
Me: *near tears* I'm sorry, it's just hard for me to look people in the eye sometimes...
Manager: Nah, fuck her, you did what you had to. I'm not letting anyone disrespect any of my employees. She's not gonna bug us anymore, I'll be sure of it.
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Me: *alludes to my mental health struggles and how our company is shit sometimes*
My manager: sometimes you just have to look at the good things instead of the bad... *pauses* although maybe that isn't really helpful
Me: *laughing bc we both know how fucking cheesy that sounded*...I appreciate the sentiment.
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I’m Gonna Miss My GM 🥺
Here’s what prompted this post:
Yesterday, my GM at my hotel was doing payroll. It’s what his Mondays are dedicated to. Last week, I was only scheduled for 4 days instead of my usual 5 (I took a couple days off because I was moving). He knew this of course, and was very interested in helping wherever he could—either with physically helping me move or letting me stay in the hotel until I could get settled. All super nice stuff.
Anyway, yesterday, he stepped out of his office and asked me if I wanted to use any of my vacation hours or PTO to supplement that missing day. Don’t ask why I didn’t think of this myself, I have no excuse. But the fact that he thought of it for me in the middle of a chaotic moment in my life makes me continue to think highly of him.
This man has been our Acting GM since May. It was always the agreement that he would stay for a year until a replacement could be found… or made. I’ve learned SO MUCH under him, and I do think I’m headed for some sort of leadership position (I’d be truly shocked if it was the GM position—I don’t think I’m ready for that lol). But he’s been so great and the hotel has improved so much under his leadership that I genuinely don’t want him to leave us.
When he first took over, he was replacing our 23-year-old GM who had just gotten his dream job. There was a tone of casualness and playfulness set by the departing GM that I was afraid this 60-something year old man was gonna put a damper on. I cannot tell you how happy I am to be wrong.
He’s got over 40 years of experience in hospitality (my major in college), so there’s a lot to soak up from him. He knows how to deal with guests, good and bad, and he s given us the tools and the confidence to do the same. I love that he’s so willing to pass along info and ask us how we’re doing and what we need. It’s just so great!
But more importantly to me, he has the PERFECT AMOUNT OF CYNICISM. Every time I feel someone or something getting on my nerves, I try to pull myself together and think about what my GM would do. And then he comes in with the exact same attitude as me and it just makes me feel better 😆😆😆
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