For a member of my team, and a good friend, who had a horrific incident with a customer recently…
In a cozy cafe, I worked with delight,
Brewing lattes and serving pastries one night.
When out of the blue, a scene disrupted the norm,
A woman with her dog, her emotions in storm.
Her poodle, so well-behaved, walked by her side,
A charming companion, eyes gleaming with pride.
"Welcome," I said, with a bright smile of service,
Expecting an answer that wouldn’t make me nervous.
Though I had to inform her of our no-pet policy,
I was sure she’d understand and whole-heartedly agree.
That while this was a public space, open to all,
The rules are for everyone, no matter how small.
“Is your dog of service?” I politely inquired,
Only because I must, because I am required.
”Indeed,” she responded with a bit of a tone,
I followed up with, “If I could simply be shown.”
Despite my politeness, my patience, respect,
The woman tore in and began to object.
I worked to remain kind, so patient, so warm,
"But we only allow service dogs, as is the norm."
She frowned and retorted, her loud voice full of ire,
"Discrimination!" she cried, setting the cafe on fire.
"But ma'am," I replied, trying to explain,
"It's the policy here, there’s no need for disdain."
Her pup sat politely, tail wagging with glee,
Yet she argued her point with me relentlessly.
"This is bias," she claimed, her stance quite aggressive,
While the mood in the room changed to mildly depressive.
In the midst of the debate, espresso beans seemed to dance,
As I juggled her words, giving fairness a chance.
"I understand your concern," I offered with grace,
"But we must follow the rules, for every customers space."
The woman huffed, her dog by her side,
"I'll leave this place, with my dignity denied."
As she walked out the door, I sighed with relief,
Her words staying with me, knowing I’d have to debrief.
In a cafe of lessons, I learned on that day,
To keep my cool and kindness convey.
For dealing with customers can be quite a feat,
At times so enjoyable, others not so sweet.
But still, it’s important to always be kind,
Remember to keep my integrity in mind.
While others think they can be awful and rude,
I will never let them ever spoil my mood.
For I am a good person. I’m good at what I do,
At work I am loved, I am part of a crew.
Despite any encounters that might make me mad,
Frustrated, angry, irate, even sad.
At work I am lucky to be part of a team,
A group who hold me to the highest esteem.
They know my kindness, my value, my worth
And where I fit in on this place we call earth.
Most days I am happy to help and to serve,
To chit chat, and listen, and also observe.
But if you ever cross me and my manager sees,
She’ll have you begging from down on your knees.
Good customer service is a privilege not a right,
Meet us with kindness and please be polite.
We just want to do our jobs, do them well,
but for those who make it difficult, we’ll see you in hell.
Ⓒ August 2023. Beki Lantos. All Rights Reserved. No part of this publication may be reproduced, or transmitted in any form by any means without prior written permission of the author.
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