Sold Out. It's a common phrase in customer service. It's also a phrase that turns a completely sane person into a screaming, profanity using, psychotic lunatic. But it makes for a good story to tell.
Crayons
At the office supply store 'Back to School' was the biggest time of the year. It's when the store made the most money and when we were the busiest. Because we were so busy, unfortunately the copy center had to help ring up the customers.
A little note about back to school is that there is always a sale. Even if the sale is shitty, it's still a sale. The biggest thing for the store were the crayons. Each box of crayons was one penny. Granted, they weren't Crayola crayons but since a five year old is only going to draw with them or eat them, they really wouldn't know the difference.
Due to the fact that crayons were so cheap, they went fast. They went on sale weeks before 'back to school' actually happened. People who worked in hospitals, teachers, and parents with way too many kids were coming to the store in droves. Obviously we sold out of crayons instantly (even with the 10 per customer limit) and when back to school night actually happened, all hell broke loose.
Working Girl/All Other Employees: We're SOLD OUT.
I feel as if when we said "sold out" time had started to move much more slowly and our voices became distorted in the customers eyes. Soooooold ooooouuuutttttt.
Customer #1: What do you mean you're sold out?
Customer #2: Do you have more in the back?
Customer #3: Well why would it be advertised if you were sold out?
*Side Note: An advertisement for a corporation with over 100 locations is not specific to just 1 location. People never seem to understand that.
Customer #4: When is your next shipment?
Customer #5: Oooh Oooh Oooh AH AH!!! (begins to throw feces)
If something is sold out then it is sold out. No amount of begging, pleading, cursing or screaming is going to make 1000 boxes of penny crayons appear.
No Room At The Inn
As a hotel employee, if you work in a nice enough hotel, you will say the phrase 'We're Sold Out' at least 10 times in a 2 month span. At my hotel, we say it at least 10 times a day. That does not go over well with people.
Working Girl/All Other Employees: We're SOLD OUT.
Customer #1: Really?
Customer #2: Why?
Customer #3: WELL WHAT AM I SUPPOSED TO DO NOW!?
Customer #4: But I just called 3 hours ago.
Customer #5: Are you sure?
Customer #6: What about just 1 bed?
Customer #7: So you don't have ANY rooms?
Customer #8: I just saw that you have rooms online.
Customer #9: Well do you think someone will cancel right now?
Customer #10: FUUUUUCCCCCKKKKK!!!
This is not an exaggeration. These are all things potential guests have either said to me, one of my coworkers or one of my employees in person or over the phone. People do not like you to be sold out.
It's a weird concept. You want to stay in a nice hotel that obviously other people want to stay in as well but yet you don't want the hotel to ever have enough guests to sell out. If a hotel never sells out, the hotel must not be all that great.
Hotels with rooms for $500 a night sell out because they are nice hotels and people are willing to pay that much for everything they offer. There are some hotels with rooms for $50 a night and they have availability. Why do you think that is?
Friday, June 28, 2013
Friday, June 21, 2013
GAY: Update
One of my first blog posts was titled GAY. If you haven't read it, I would suggest you read it now otherwise you just won't understand this post.
In the previous post I spoke about a couple that literally brought tears to my eyes. They were an older couple who had brought their adopted, closeted, son to the Bay Area to show him the San Francisco Pride Parade. I spoke to one of the men for hours about his life with his partner and I was not only touched that he was willing to share his story with me but I was touched by the story itself.
Ten days ago I was speaking to an employee when the elevator doors opened. Around the corner comes the man who had shared his story with me a few years ago. I lit up. I was so excited to see him and I wanted him to remember me so badly because I had hoped that my time with him meant as much to him as it did to me.
Mr. Groom: You're still working here!?
He remembered me. I was delighted
Working Girl: Yeah, I refused to leave until I got to see you again.
I walked around from the front desk to give him a hug. We started right where we had left off. We talked about life, love and everything in between.
Mr. Groom: You're not still having to deal with that loser ex boyfriend of yours are you?
Working Girl: Not directly, but I am working on a restraining order against him.
Mr. Groom: Good!
Working Girl: How's the family?
Mr. Groom: Everyone's good. The kids are good. We're actually in town to see our granddaughter graduate from high school.
Working Girl: Really? How long will you be with us?
Mr. Groom: Ten Days....you know we tell everyone we know to stay here and I personally am very happy to see you.
Working Girl: Thank You! Yeah, they made me the manager so I'm stuck. But I'm trying to get a writing job so that I can finally leave.
Mr. Groom: Manager! So no more late night hours?
Working Girl: I avoid them the best I can.
Through this conversation I learned that his partner had gotten really sick and was confined to a wheelchair being diagnosed with a form of Polio. Surprisingly enough they found an amazing doctor who, though he isn't cured, has helped him to walk again and now he relies on a cane but he doesn't need a wheelchair. We also talked about his weight loss (thanks in large part to him becoming his partner's caregiver) and the travelling they've done in recent years so that he and his partner can truly live a full life. They even went to the Grand Canyon with his partner in a wheelchair. They are refusing to let their different bouts of illnesses get in the way of the things they've always wanted to do.
I met another son of theirs and the son that they brought the first time was also along for this trip. Each one of them remembered me and I shared a special moment with everyone in the family.
Over the past 10 days I've gotten to spend more time with Mr. Groom and his partner, once again just having my heart filled with love. It's a nice break between dumbass guest to dumbass guest. I really have enjoyed them being at the hotel and I hope that another few years don't go by until I see them again.
In the previous post I spoke about a couple that literally brought tears to my eyes. They were an older couple who had brought their adopted, closeted, son to the Bay Area to show him the San Francisco Pride Parade. I spoke to one of the men for hours about his life with his partner and I was not only touched that he was willing to share his story with me but I was touched by the story itself.
Ten days ago I was speaking to an employee when the elevator doors opened. Around the corner comes the man who had shared his story with me a few years ago. I lit up. I was so excited to see him and I wanted him to remember me so badly because I had hoped that my time with him meant as much to him as it did to me.
Mr. Groom: You're still working here!?
He remembered me. I was delighted
Working Girl: Yeah, I refused to leave until I got to see you again.
I walked around from the front desk to give him a hug. We started right where we had left off. We talked about life, love and everything in between.
Mr. Groom: You're not still having to deal with that loser ex boyfriend of yours are you?
Working Girl: Not directly, but I am working on a restraining order against him.
Mr. Groom: Good!
Working Girl: How's the family?
Mr. Groom: Everyone's good. The kids are good. We're actually in town to see our granddaughter graduate from high school.
Working Girl: Really? How long will you be with us?
Mr. Groom: Ten Days....you know we tell everyone we know to stay here and I personally am very happy to see you.
Working Girl: Thank You! Yeah, they made me the manager so I'm stuck. But I'm trying to get a writing job so that I can finally leave.
Mr. Groom: Manager! So no more late night hours?
Working Girl: I avoid them the best I can.
Through this conversation I learned that his partner had gotten really sick and was confined to a wheelchair being diagnosed with a form of Polio. Surprisingly enough they found an amazing doctor who, though he isn't cured, has helped him to walk again and now he relies on a cane but he doesn't need a wheelchair. We also talked about his weight loss (thanks in large part to him becoming his partner's caregiver) and the travelling they've done in recent years so that he and his partner can truly live a full life. They even went to the Grand Canyon with his partner in a wheelchair. They are refusing to let their different bouts of illnesses get in the way of the things they've always wanted to do.
I met another son of theirs and the son that they brought the first time was also along for this trip. Each one of them remembered me and I shared a special moment with everyone in the family.
Over the past 10 days I've gotten to spend more time with Mr. Groom and his partner, once again just having my heart filled with love. It's a nice break between dumbass guest to dumbass guest. I really have enjoyed them being at the hotel and I hope that another few years don't go by until I see them again.
Tuesday, June 11, 2013
Sunita Everhardt
There's a company that stays at our hotel, Thunder Lake, and their account manager is an idiot. She's an idiot AND she's a liar. She became the account manager around the time that I became the manager of the hotel. We've had a few run ins before, never face to face, but over the phone. Each time we've spoken she pulls something out of her ass that makes no sense. Instead of me just bashing her as a person (I don't know her as a person but as the account manager of a multinational company, she's awful) I will explain to you some of the things lies, she has told me.
First Encounter
The first time we spoke she was handling the charges on the Thunder Lake account. Their employees like to make reservations, not show up, and have the company pay for it so she called me to get the charges waived.
Sunita: I don't think we should have to pay because we are so loyal to you guys.
Working Girl: Our loyal guests shouldn't pay?
Sunita: Not for no show charges. I mean, last year alone we stayed with you for 1000 nights.
*Side Note: 1000 nights? In one year? There are 1000 days in a year? Since when did we add on 21 more months in the year?
Working Girl: 1000? Because my records show 10. I think you're adding a few zeroes there, Sunita.
Second Encounter
The hotel was sold out and when she wanted to make reservations she didn't believe that we jut don't hold 10 rooms for her employees everyday.
Sunita: Well why?
Working Girl: Why? Why don't we just hold a block of rooms for you everyday? Would you pay for the rooms not being used?
Sunita: No.
Working Girl: Then you have your answer.
Third (and hopefully final) Encounter
Two of Thunder Lake's employees came to check in with my front desk agent and they didn't have reservations. They thought they did. They gave names and "confirmation numbers" but they could not be found in the system. My front desk agent made them reservations for the night but due to the fact that we were sold out for the rest of the week, they couldn't stay longer than the one night. The next morning I explained to the guests that if something does open up, the rooms are theirs but I can't kick anyone out just for 2 people who didn't have a reservation in the first place.
I received a phone call from Sunita around 10am.
Sunita: I was told that you sent my employees to another hotel and I need to know which ones.
Working Girl: Your employees stayed with us last night.
Sunita: They did? Well I was also told that your housekeeping staff kicked them out of the room at 8am.
*Side Note: My housekeeping staff doesn't start work till 9am. Also, according to her, they didn't stay with us last night but somehow my housekeeping staff kicked them out of their hotel rooms at 8am. Did my staff go to another hotel to kick them out an hour before their shifts start since they obviously didn't stay at our hotel?
Working Girl: Your employees are still checked into my system as we speak.
Sunita: Well...I'm looking at their confirmation numbers in our system so they must be in yours.
Working Girl: Are you looking at our system?
Sunita: No.
Working Girl: Then that really doesn't make a difference does it?
Sunita: Apparently you don't need our business because you're always sold out.
*click*
A few minutes later their travel agent called me and said he didn't make two reservations for that company, only one. He doesn't know how the one didn't go through but he had never even heard the name of the other employee who claimed to have a reservation. Which is something I found interesting because Sunita Everhardt told me that she was looking at BOTH of the confirmation numbers and the guy who booked it said only 1 actually exists.
Sunita Everhardt, you need a new job. One where you can pull outlandish "facts" from your ass and people will believe that they're true. Fox News, Sunita. Apply at Fox News.
First Encounter
The first time we spoke she was handling the charges on the Thunder Lake account. Their employees like to make reservations, not show up, and have the company pay for it so she called me to get the charges waived.
Sunita: I don't think we should have to pay because we are so loyal to you guys.
Working Girl: Our loyal guests shouldn't pay?
Sunita: Not for no show charges. I mean, last year alone we stayed with you for 1000 nights.
*Side Note: 1000 nights? In one year? There are 1000 days in a year? Since when did we add on 21 more months in the year?
Working Girl: 1000? Because my records show 10. I think you're adding a few zeroes there, Sunita.
Second Encounter
The hotel was sold out and when she wanted to make reservations she didn't believe that we jut don't hold 10 rooms for her employees everyday.
Sunita: Well why?
Working Girl: Why? Why don't we just hold a block of rooms for you everyday? Would you pay for the rooms not being used?
Sunita: No.
Working Girl: Then you have your answer.
Third (and hopefully final) Encounter
Two of Thunder Lake's employees came to check in with my front desk agent and they didn't have reservations. They thought they did. They gave names and "confirmation numbers" but they could not be found in the system. My front desk agent made them reservations for the night but due to the fact that we were sold out for the rest of the week, they couldn't stay longer than the one night. The next morning I explained to the guests that if something does open up, the rooms are theirs but I can't kick anyone out just for 2 people who didn't have a reservation in the first place.
I received a phone call from Sunita around 10am.
Sunita: I was told that you sent my employees to another hotel and I need to know which ones.
Working Girl: Your employees stayed with us last night.
Sunita: They did? Well I was also told that your housekeeping staff kicked them out of the room at 8am.
*Side Note: My housekeeping staff doesn't start work till 9am. Also, according to her, they didn't stay with us last night but somehow my housekeeping staff kicked them out of their hotel rooms at 8am. Did my staff go to another hotel to kick them out an hour before their shifts start since they obviously didn't stay at our hotel?
Working Girl: Your employees are still checked into my system as we speak.
Sunita: Well...I'm looking at their confirmation numbers in our system so they must be in yours.
Working Girl: Are you looking at our system?
Sunita: No.
Working Girl: Then that really doesn't make a difference does it?
Sunita: Apparently you don't need our business because you're always sold out.
*click*
A few minutes later their travel agent called me and said he didn't make two reservations for that company, only one. He doesn't know how the one didn't go through but he had never even heard the name of the other employee who claimed to have a reservation. Which is something I found interesting because Sunita Everhardt told me that she was looking at BOTH of the confirmation numbers and the guy who booked it said only 1 actually exists.
Sunita Everhardt, you need a new job. One where you can pull outlandish "facts" from your ass and people will believe that they're true. Fox News, Sunita. Apply at Fox News.
Tuesday, June 4, 2013
Reflection
It's interesting to reflect upon my jobs and how they've merged. Ever since I became the manager at the hotel, I now spend a lot of time at the office supply store. Because of my copy center background I create all the promotional materials for my company. Due to the fact that I can create things on site, I just take it to the copy center to get printed.
It's strange because I haven't looked at the office supply store in a customer aspect for such a long time. I walk in and I revert back to what I was... an employee. I see my previous co-workers and we exchange pleasantries, I walk over to the copy center and I immediately want to correct the new employees. They just don't do shit right. When I see a fellow customer struggling at the copy machines I walk over to help them.
When I'm not visiting the copy center and I need to get something from the floor, I actually find myself getting upset when the employees ask me if I need any help.
"Help!? Do you not know who I am? Do you not know that I spent X amount of time here and I know every nook and cranny of the store?"
I can't say that. I can't do that. They don't know that I am the Legend of the Working Girl. How would they know that? Why do I do that? Is that normal to be protective over something that wasn't yours to be protective over in the first place?
I was so happy to leave and give the middle finger to Mr.Budweiser but I will forever have good memories of the store. I loved working there and I had to stop because I was basically being bullied by the store manager. My love of the store and the people will run through my mind forever. I have so many memories (and stories to tell) that it cannot be forgotten.
Maybe I feel this way because I hyped myself up too much. Maybe I'm not the legend I think I am. Maybe I was just one of the hundreds of employees that come and go and I left no footprint at all...but who am I kidding? I'm the best and they know it.
It's strange because I haven't looked at the office supply store in a customer aspect for such a long time. I walk in and I revert back to what I was... an employee. I see my previous co-workers and we exchange pleasantries, I walk over to the copy center and I immediately want to correct the new employees. They just don't do shit right. When I see a fellow customer struggling at the copy machines I walk over to help them.
When I'm not visiting the copy center and I need to get something from the floor, I actually find myself getting upset when the employees ask me if I need any help.
"Help!? Do you not know who I am? Do you not know that I spent X amount of time here and I know every nook and cranny of the store?"
I can't say that. I can't do that. They don't know that I am the Legend of the Working Girl. How would they know that? Why do I do that? Is that normal to be protective over something that wasn't yours to be protective over in the first place?
I was so happy to leave and give the middle finger to Mr.Budweiser but I will forever have good memories of the store. I loved working there and I had to stop because I was basically being bullied by the store manager. My love of the store and the people will run through my mind forever. I have so many memories (and stories to tell) that it cannot be forgotten.
Maybe I feel this way because I hyped myself up too much. Maybe I'm not the legend I think I am. Maybe I was just one of the hundreds of employees that come and go and I left no footprint at all...but who am I kidding? I'm the best and they know it.
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