People feel as if "I spoke to the manager," or "let me speak to your manager" is a terrifying thing to say. It's not. I never winced at the thought of a customer wanting to speak to my manager and my employees couldn't care less.
Also, it's normally bull. You start to realize how much of a liar everyone is when they mention that they want to speak to a manager or that they spoke to the manager. These are my favorites:
Leave of Absence
When I worked at the office supply store Jazzy, my manager, took a leave of absence because Mr. Budweiser was a douche. Due to her being gone we were all 'the manager,' we governed ourselves like our own little city because that's basically what we were at the copy center. The other store managers had no idea what we did or how we did it as long as the customers were happy.
One day, a woman came in to get a quote for a large job. She was given the total in which she didn't like it. So then this happened:
Woman: Oh that's way too much. I was given another quote by the manager.
Working Girl: The manager of [the copy center]?
Woman: Yes.
Working Girl: Jazzy?
Woman: Yes, her. I spoke to her yesterday.
Working Girl: That's interesting because Jazzy has been on a leave of absence for nearly a month now and we have no manager here.
Woman: Well then I guess this quote is fine.
I laughed then and I'm laughing now. I'm also laughing because it's definitely not the last time it has happened.
Which Manager?
After I became manager of the hotel a number of guests didn't quite grasp that concept. To them I was still just the front desk agent which meant they thought they could lie to my face about who the manager was.
There is a man who stays at the hotel very often, Mr. Tyler. He is the boss at an electric sign company in the Bay Area. He and his employees stay often. They are pretty obnoxious. They are nice guys once you put them in their place but they walk in thinking the red carpet should be rolled out before them. I've seen and dealt with these kind of guys multiple times. They are the guys who act overly manly and tough around the boys but if their wives accompanied them on their trips it would be a different story.
One night one of Mr. Tyler's employees attempted to check in. He didn't have a credit card so there was no way he could check in. He complained that he was tired, hadn't slept in 4 days and we should just give him a room without charging him since his boss always books rooms here. After he was told how ridiculous that was, he called Mr. Tyler and had Mr. Tyler talk to me.
Working Girl: Hello?
Mr. Tyler: Oh Hello. The man standing in front of you is my employee, it's okay.
Working Girl: What exactly is okay?
Mr. Tyler: For him to check in.
Working Girl: He doesn't have a credit card therefore he cannot check in.
Mr. Tyler: Well he can use my credit card.
Working Girl: Does he have your credit card on him at this moment in time?
Mr. Tyler: No, I have my credit card.
Working Girl: Then he can't use your credit card if you're not here with him.
After that the employee goes to pick up Mr. Tyler's credit card, brings it back and checks in with it. I would assume he complained to Mr. Tyler because the next morning Mr. Tyler came up to me.
Mr. Tyler: You know I stay here a lot and the manager told me my guys could check in without a credit card.
Working Girl: Really? What manager?
Mr. Tyler: The manager who is here at midnight. She works the front desk.
Working Girl: Oh TT Y'all?
Mr. Tyler: Yes! Her.
Working Girl: Well she's not the manager. I am the manager.
Mr. Tyler: Well...whoever.
He then walked away.
Early Check In Please
It was nearing noon when a van pulls up and three guys get out and walk into the hotel wanting to be checked in.
Working Girl: I have to check if I have any rooms available because it's a bit early for check in.
HDIC (Head Douche In Charge): We were GUARANTEED an early check in by the manager.
Working Girl: We don't GUARANTEE early check ins because our check in time is at 3pm.
HDIC: Well we spoke to the manager and she said we could definitely check in early.
Working Girl: What's the manager's name?
HDIC: Stephanie.
Working Girl: There is no Stephanie who works here and even if there was she wouldn't be the manager because I am the manager.
I then checked in the two guys who were smart enough to be quiet and made him wait until a room was ready. He complained and whispered under his breath as he sat on the couch.. and waited... until I gave him a room. Sit. That's a good boy!
Your Manager Said
I walked across the street to get some lunch and while I was there I received a phone call from my front desk agent.
Banana: This guy is here telling me that you just told him he could cancel tonight without being charged the 24 hour cancellation fee.
Working Girl: HAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHA!
Banana: That's what I thought. Bye.
A few minutes later I walked through the lobby with my food as this man was talking to Banana. I walked behind the front desk and went to my office.
If he had just spoken to me, I would assume that during my walk through the lobby, my opening the door, my walking into my office, he would've said "That is the manager and that is who I spoke with." He didn't. He didn't know who I was because he had never spoken to me before. He was lying and when he was caught in his lie he started to stumble over his words and sweat. The end of that story is that he didn't cancel and he just ended up staying the night because, unfortunately, the manager he spoke to does not exist.
