Welcome back to Tales from the Service Industry.
I'm your host, I'm Bill.
I'm with Ms. B tonight.
Hey guys.
Our resident deviant, Liz.
Hi team.
And joining us tonight for the first time, we have a new guest.
His name is Walter.
What's going on?
So normally when we have folks come on the show that have never been here before, we
just ask to give us a little insight as to what your experience was.
So my experience, I've been in the service industry for about 10 years now as of a week
ago.
So happy anniversary.
You know, I've been in a bunch of different versions and different positions in the service
industry from kids birthday parties to janitor to high end million dollar properties, you
name it.
I've done it.
That's awesome.
Well, I'm excited for your story.
I know.
I don't know if they're going to be as good as your guys.
I've listened before.
So not everything can be as crazy as hotel gas, but you never know.
I'm curious.
What did you do at children's birthday parties?
Oh, yeah.
So I think it's probably my second job.
I actually stayed there for quite a long time.
You know, kids, how they have like the blow up slides and stuff like that.
Yeah.
Bouncy houses.
That's the word.
So you have the kids birthday parties and you have different stages that they go through.
They go through the slide part and they have the dinner part.
I worked for a company that had like an indoor bouncy house arena.
I think it was called.
They were always on the edge of going under when I was working there.
It was, uh, I felt bad for him as a small suit a lot.
Probably they probably love this.
Can you imagine like the injury claims?
Oh God.
Yeah.
Oh, yeah.
No, I'm not saying their job is.
They seemed very, very stressed.
So I can imagine.
But yeah, that job taught me a lot.
Actually my best friend at the time was the one who pulled me from my first job to come
work there because there was tips and he was like, this job gives tips.
That was my boost.
And I'm like, okay, let's try this tips thing out, which was probably my worst job as far
as dealing with surprisingly dealing with people that just are jerks.
Cause you get these, you just get parents that you spend all, you know, hours with their
kids for their birthday party.
And then they're just like, Oh, thanks for that pat on the back.
See you later.
Thanks for, thanks for the pizza.
Thanks for cutting my cake for me.
Cause I didn't want to do it.
Yeah.
Oh yeah.
I became an expert cake cutter at that job.
You gave me a cake like 12 inches and I would just look at the kids and like, okay, this
got, you know, 30 kids here.
They clearly, the parent didn't do a kid count before and look at the cake.
So I got to do, can you imagine getting like a little tiny piece?
Right.
Yeah.
It has to be even too.
But I mean, but the birthday kid has to have their big slice.
Obviously it's like, I want my kid to have the big slice.
And then the rest of the kids get even amongst their geometry.
I don't know what's going on here.
Now I'm feeling like the jerk in this situation because I am a avid bounce house renter as
a part of my employment now.
Wow.
No way.
So I oversee a lot of kids programs.
So I'm renting everything about every kid program.
Now she, she has a lizard guy just in case.
Oh no, I'm sorry.
Reptile guy.
I have to get his card later.
I got a reptile guy.
I got a bug guy.
I got a magician.
I have a bubble person now.
I know.
You never know when you need a bubble person, but all the time people have asked like, why
don't we just buy our own bounce house?
Why don't we just buy our own slide?
And I'm like, do you want to clean that thing?
Yeah.
I sure don't.
PTSD.
Yeah.
No.
So I'm sorry.
I know this will be a quick one, but, uh, I had one party, you know, there's about 40
kids at this party.
It was a big party.
Yeah.
And it was me and my other coworker.
We're running this party.
Birthday kid comes down and tells mom that he used the bathroom and mom reacts normally
and we're like, okay, he's like running, walking, talking.
So I don't know.
Probably.
I don't know.
Like toddler age or like bigger kid, bigger kid, bigger kid, like, you know, coming up
slides, not in diapers basically.
Got it.
And then mom went to check the pants, I think, and realized, you know, the deed wasn't done
in the pants.
So she looked at us and she was like, he used the bathroom, but it's not in his immediately.
We're like, we're like thinking carpet.
Oh no, not carpet.
We find on the, no, not on the slide of the ladder.
And you know, for kids, the slide was getting some mileage on it that day.
And so you have this poop.
That is so disgusting.
I'm sorry, but it was all over and we had to shut things, shut it down.
I had to like stop cold brown.
I felt so bad for the kid.
He, cause he pooped on his own party.
He rained on his own parade.
Yeah.
I'm going to use that when I tell the story.
Now he's his own party pooper.
The mom was just horrified.
The kids were so confused.
Everybody was, the kids were looking for their pants.
They were like, do I have like, was it on me?
Was it me?
And I'm like, no, just stopped going on the slide.
Checking their shoes.
Oh no.
No, no, no.
They check your drawers.
They make you take your shoes off.
So they're in socks.
It's even worse.
I know.
I checked myself while I was trying to handle the situation.
I'm not going to lie.
I checked myself like at least five or six times.
I was like, Oh my gosh, is there poop on me?
I swear I could smell it.
I could go down a tangent with that.
More reason for me not to buy my own bouncy house.
Absolutely not.
And the liability then goes on you, right?
I love the money is worth it.
You call them up.
I even emailed people, Hey, I need this, this day, this time.
What can you do?
And they're like, cool.
Here's your invoice.
We'll be there.
Yep.
They do a bunch of cool stuff.
Carnival games, obstacle courses.
You want a cotton candy machine?
I can rent one.
She's got a guy for that.
You got a guy.
The bounty, the bounty house guy is the cotton candy guy.
Oh my God.
I'm the carnival game guy.
My birthday is going to be really interesting next year with all these new connections.
I got it.
Oh my God.
I love it.
Well, you know, speaking of being a party pooper, I think this is a good segue to bring
up my favorite part, a hole the week.
Ooh, okay.
I'm sure we've all had a lot of a holes.
I'll let you guys think about the ones that you guys have had, but you have one ready
to go.
Man, I have a pick.
Locked in low day.
Literally from just the last few days, I got to pick one.
One in the chamber.
Oh, yeah.
I love it.
You're welcome.
All right.
So let's talk about my reel.
All right.
So let's get started to talk about my shit head.
How many poop jokes can we make?
I don't know, but I think that was number two.
No, I think that was number two.
You're right.
It was two.
Was it number two?
Oh, all right.
Now it's three.
Oh my gosh.
Okay, Ms. B, do you have an a hole the week?
I have many, but I think the first I'm going to tell you guys about, because it's the freshest
and it was the one I was literally dealing with while on the road here.
So like driving the crazy weather we're having on the phone, trying to coach my associates
what to do next.
So we work in a property where guests have the ability to check in before they arrive.
I have a lot of newer team members.
I'm introducing a lot of people to the brand and the procedure and when you do one of these
check-ins, if your card declines, we are supposed to check the reservation out and we don't
send you keys.
So obviously you have to come and pay at the desk.
Well a newer agent checked in the reservation and put on there that the card had declined
but didn't check it out.
So it was checked in and then a different newer agent at the desk saw that that person
was checked in.
So then Mobily sent them keys.
Of course they did.
So that's when we start.
These people card declined but they got keys so they're like, so late.
So you can kind of guess where this is going.
And so I always get a spidey sense when it's going to go my way or it's not.
So this morning we noticed that when we do the credit limit at like 8am, we immediately
go and lock the guests out of the room.
But they had managed to escape, goes to the restaurant, charges breakfast to the room.
Oh no.
And the guest is locked out.
Wait, how were they able to charge breakfast to the room?
I'll tell you how.
So they go, they eat breakfast and the server drops off the check and they just write their
room number last name and walk away.
So that's a very advanced way to Dine and Dash.
Just saying.
It's not a perfect Dine and Dash.
I thought I had charged it to the room.
Sorry.
Yeah.
So he leaves, we have to open the account up.
So obviously the breakfast charge can go through.
So now we've got a balance on this room.
We're trying to get a hold of this guest.
He mobile messages us and was like, um, my key's not working.
Can you resend me another mobile key?
And we're like, we need you to come to the desk.
We're having issues with your card.
Oh, okay.
I'll be there soon.
Doesn't come.
We go up to the room.
He doesn't answer.
And so how did he get in?
He didn't.
So he was like MIA for like an hour.
And then he comes to the desk and all of us were on high alert and he's like, oh, well
I have to get my wallet in the room.
I'm like, sure. you don't carry a wallet when you leave your room.
Of course you don't carry a wallet.
Um, so I have my male associate go up, take him to the room, wait for him, gets his wallet,
does not leave him, takes him down the elevator.
And right before they're about to go to the desk, he goes, I have to go to the bathroom.
And he like runs and makes a beeline for it in the bathroom.
And my associate texts me is like, do I go in with him?
Do I wait outside?
And I was like, just wait outside.
You don't have to go in with him.
He stood there.
Is it, is it really a valid question?
Okay.
If I was a newbie agent, yes.
He's like, I don't really know what to do in this situation.
So if you're new, you're like, just go in the bathroom, full send.
Trying to get that promotion.
I don't want to lose this job, bro.
I gotta watch you like a hawk.
I don't want to lose this job.
So he stood outside the restroom in the lobby for 45 minutes.
You're kidding.
No, you're joking.
He was texting me.
He's like, maybe he went out a window.
And he even went.
And you're like, shoot, is there a window in that bathroom?
I was like, I don't think there's a window.
And he's like, maybe I blinked.
Maybe like he started to get like doubting himself.
So he like goes and he checks out by the pool.
He's like, I don't see anyone out there.
Like did he go back in the bathroom?
No, he didn't.
He was scared.
Yeah.
He's like, I don't want to be weird.
I'm like, just stay.
Hey bro, you okay in there?
Right.
I think you're within reason to say, Hey man, 45 minutes.
You good?
You alive?
But do you need a doctor?
Oh, but after 45 minutes, I'm literally about to leave for the day and the guy comes out
and everyone's like, Oh, he was in the bathroom.
Yes.
So he was in there the whole time.
So he comes up to the desk and he tries two different cards to which they don't go through.
Shocker.
And the guest goes, Oh, I have somebody else in the room with me.
I just have to go get them.
They'll pay.
And what the hell?
He leaves.
He ain't coming back.
I know.
And I was, cause you know, we can't really do anything.
Like if you just leave, you've left all your stuff in the room.
Like there's not much recourse we could take, but I made sure I was like, don't anyone give
a key to that room.
And uh, so he was gone for a bit and he just didn't come back.
So I was like, okay, that's the end of it.
So I was leaving work, uh, and I was actually driving here and I get a call.
They're like, he came back.
He came back.
I was like, shut up.
They're like, yeah.
And I'm like, we'll get payment.
They're like, well, while there's been some, um, some updates and I'm like, Oh, they're
like, so we didn't think he was coming back.
So we sent the housekeeper up to go clean the room.
Oh no.
And apparently inside the room, they found pills and syringes and apparently in a drawer,
a bunch of credit cards with different names on them.
Very shocking.
So I, they told me that I was like, Oh, okay.
So call the police.
This is the time you call the police.
You tell them a crime is in progress.
You have a guest refusing to pay for his room.
You also found credit cards with other people's names on it.
You found drug paraphernalia.
I was like, this is the time you get the police involved.
I'm like, Oh, okay.
So that was the last I heard.
And so, yeah, I definitely think that's an a-hole, right?
I would think so.
He's gone though.
He's long gone.
I'm pretty sure they're still dealing with it right now at the hotel.
Well, feel free to interrupt us at any point this evening.
Give you guys updates.
Real time updates.
Live from channel B.
Oh my God.
We gotta go to the bathroom.
Oh my gosh.
Oh wait, I have a real live update.
Cops didn't do much.
They just took the needles and photos and said to call back if anything else comes up.
Wait, but was he still there?
He may have, you know, left dipped by the time we saw the cops coming.
He fled the scene.
Probably.
I gave the description of the guy and everything.
So hopefully something happens.
So let me ask you a question.
Who checked his ID?
Um, no one.
Just curious.
I mean, if that was the actual rewards member, you can file a case against them.
Basic.
Doesn't matter.
I mean, we will, but basic meaning like he has no reward status.
He's a brand new rewards member.
Or if that like he has, he's nothing.
Yeah.
That's another step of proof and fraud.
Yeah.
No, we will.
That's tomorrow steps.
We'll see how the night unfolds.
We should call our friend.
I know.
Get him.
But yeah, that was part of, you know, we didn't check his ID, any of that because it was the
mobile thing.
Yeah.
But it was our mess up and he got away with it.
How many stays did he have?
I don't think like any.
See, that's the thing that your team needs to be looking for is they have to have a minimum
of three stays before they qualify.
Yes.
For any status.
For a mobile key.
If you don't have three confirmed stays, you're not supposed to issue mobile key.
No, because it's like you're proving you're trustworthy.
So you can be responsible enough to do a mobile key.
No, just that you're trustworthy.
So in the words of Liz, this was a great learning opportunity.
I was literally going to say, this is a great coaching opportunity for you and your team.
And I coached the team members.
I coached the team members who allowed this to happen yesterday.
And then I sent out an angry email.
Did you make an SOP?
Or is that tomorrow?
It's basically, it's already in place.
It's just the team is so new.
They haven't, they're not up on it yet.
I got a question for you.
How many people are on your team total?
Ballpark.
I'd say around 10.
Nothing aggressive.
How many of them are new?
Half.
I was going to say nine and a half.
Nice.
But by the way, when I say new, I mean in the last month, four, nobody has been there longer
than eight months.
Nobody, nobody.
Out of the entire team?
Entire team.
Everyone is new.
Can I make a suggestion?
Yes.
Have a front desk meeting and actually role play.
Yeah.
It's in two weeks, as soon as my new Twitter starts.
If your entire team is that new, you're not going to get very far with just emails and
conversations.
You need to, you need to role play with them.
Yeah.
Make them feel uncomfortable.
I'm serious.
I do that on a daily.
No, like I've role played scenarios with employees before where I've made them cry.
Straight up.
Or if you're enacting an angry guest, that could be a real life situation.
Absolutely.
No?
Yeah, that's true.
We do a bit of it now, but a meeting that way we're all in the same place getting on
the same page.
Yeah, I like the role play holes.
No, we're talking different type of role play, Liz.
Okay.
Either way, she's down.
She got pink.
Am I blushing?
Yeah.
Just a little bit.
It's the wine.
No, it's normal.
I was giving you an out.
We're going to blame it on the grapes.
No.
Yes.
I do this in the workplace as well.
It's really embarrassing.
Well, us with fair complexion, it's just, boom, pink.
It's the hot lights.
Yeah, totally.
And the red wine.
I got to go back.
What's a SOP?
That's a good question.
Good question.
A SOP.
Sorry, we-
I use it with a D. I don't know what... I don't know.
This is weird.
I don't know.
I just laughed into my wine glass.
A discussion, statement of-
Sorry.
We fell into the jargon file on that one.
You're probably going to have to stop us sometimes and be like, what's that?
For sure.
What is that?
SOP is your standard operating procedure.
Okay.
They're awesome.
Standards of conduct.
That's kind of like, I like SOP better though.
I have an entire Bible of them.
That's good.
I've given a lot of mine to her.
They're amazing.
I stole them.
I allow it.
Let me know if you need more.
A lot of times I just changed front desk or front office to rec.
But on that note, I have an A-hole of the week.
Bring it.
Actually, it was the A-hole of the weekend.
Most of them usually are.
Yeah, for sure.
But this weekend was strange because it wasn't that great of weather in our area and yet
still had a huge A-hole.
So I have talked about in the past about boat rentals.
Okay.
Those are our favorite, favorite stories.
Our BUI from the last episode.
Yes.
Do you want to wrap up the BUI?
Oh, do we get a revisit?
We can revisit the BUI.
I don't even know when this was.
A couple months ago, a guest went solo on a boat and I get a call from the boat yard
that repairs boats for us.
Hey, Liz, we have your boat here.
This guest is tanked.
You need to come figure it out.
So long story short, I had the director of security come with me, call the cops.
He ended up getting a nice stay in not a hotel, a drunk tank.
He did get a BUI and he did have to pay the hotel for all of the damages.
Oh, that total came out to like, what was it, like 3,800 bucks or something like that?
We let him, well, we let his mother, who was really caring for him, because she had to
pay for the BUI, the damage of the other boats at said boat yard plus the damage to our boat.
So we let her talk us down to 2,500.
But I was able to get that quote down to $2,492.
Oh, look at you.
So I just covered the cost of the boat, which is fine.
Because I always get those quotes back and I'm like, I can get it down.
It's fine.
We don't need a new part, just bend it.
It'll be fine.
But anyway, so this past weekend we had a one hour rental, not uncommon.
And so it wasn't great weather, but there were still people at the hotel.
I wouldn't say we were understaffed, but we were working hard.
I was, I was down in the trenches with the team.
Hey, what do you need?
Like I went on like three towel runs that day, which I never do.
So I'm looking at the boat rental schedule and I'm like, where is boat number two?
And my team kind of looks at me like, oh, it's not, it's not back.
Shit.
No guys.
Boat number two is not back and it was meant to be back an hour and a half ago.
Where is my boat?
Yeah.
Call Harbor Patrol.
So well, we, we called the guest.
Of course.
Do they answer?
No.
So I don't leave a message.
I'm going to call three times back to back to back.
Cause maybe they have their D and D on.
So then leave a message and like, okay, well we're, we're going to wait a little bit.
I guess we're going to wait, call them back in 10 minutes.
We keep calling, keep calling, finally get ahold of them.
Hey, you were meant to be back two hours ago.
Is everything okay?
Luckily it didn't impede on any other rentals.
So we say, is everything okay?
You need to bring the boat back.
So this fine, fine woman goes, well, you have my car.
Just charge me.
Okay, ma'am.
Will do.
I'm going to do it anyway, but I need you to bring the boat back.
You were only allowed X amount of time.
So she goes, okay, okay, we'll, we'll be on our way back.
I'm like, great.
Thanks.
Meanwhile, the people on the boat, you can hear them in the background.
Music is blasting.
They're singing along.
They're playing like boat karaoke.
They're, they're having a grand old time.
So I'm like, okay, they say they're on their way back.
We wait another 10, 15 minutes.
They literally drive by.
What?
And three of us are standing at the dock, like waving them down, like, hi, we see you.
Oh, come this way.
Yeah, they just drive by.
The balls.
Talk about entitlement.
Wow.
So at this point, I'm not that worried.
The boat doesn't look damaged at all.
I think they're just jerks that are taking advantage of the rental.
Yeah.
So I don't care.
I look at my fellow manager and I'm like, do I have security call them?
I want them to be scared of getting evicted out of the hotel.
I don't care.
You had a one hour rental and you've been gone for three and a half hours already.
Oh my God.
That's technically stolen property.
Yeah.
I mean, contractually the agreement was for one hour.
So they're outside of the agreement.
What does it call when you auto staff grand theft auto that's grand theft auto.
So I have the direct to security grand boat auto.
I don't know.
I'm not sure if it's a B Y then what's a yeah.
Yeah.
Right.
So I have the direct to security call because I'm like, this is a situation.
I know we screwed up.
My team should have noticed the boat should have been back, but can you just call them?
And of course the security guy is so sweet.
Hi.
This is so and so from so and where I'm just just checking on your boat rental, making
sure everything's okay.
You know, you know how they talk.
They're very sweet, but not intimidating whatsoever.
So I look at the direct security and go, I never want to rent a boat to them again.
I'm done.
Both not even back yet.
And he says, well, if we hear another peep from the room, we'll probably evict them.
I said, this isn't reason enough to evict them.
They stole the boat.
Like they didn't steal it.
They just haven't returned it yet.
Borrowing a lengthy borrow.
You know, when they rented a two, they're probably like, we're going to save money.
We're just going to run it for one hour.
And then now they're maxing out the car.
They forgot.
It's not their car.
It's daddy's car.
You're right.
Probably.
So I keep calling this guest, keep calling them.
Yeah, we're on our way back.
And I'm like, no, no, no, I'm worried about your safety at this point.
It's getting late.
The boat's going to die on you.
You need to come back immediately.
So then I wait probably another, oh, I don't know.
It's difficult, but they had the vessel for over four and a half hours.
Wow.
Yeah.
Could you have called Harbor Patrol to see if they could wait, wait, wait, wait, wait,
wait, wait, wait, wait, wait, wait, wait.
It's difficult because we don't know their exact location and Harbor Patrol can only
go five miles per hour.
Right.
It could take them forever to find the boat.
Well, no, I was just thinking if you could call it not for the stolen boat, but suspected
DUI or BUI.
Probably.
Yes.
Have you guys been practicing that on the side or something?
No.
That was smooth.
Our dance routine is next.
Yes.
All right.
So finally we see the boat, finally.
So we're waving them down and I kid you not, I didn't know that these boats could go this
slow.
It was probably dead.
Well, no, I think they were intoxicated, but I think they were like, I know we're in trouble
so we don't want to go like really, really fast into the dock.
But we, we had to guide them just nose in, just straight to me, straight to me.
You can go a little faster, go a little faster.
No, we're okay.
Like, Oh my God.
So I didn't want to confront these guests.
I just wanted to make sure the boat was okay.
The boat's okay.
They're back.
I never want to see you again.
I'm difficult with confrontation.
Oh, I love it.
You love it now there was a time where Ms. B would like, you start to say the word confrontation
and she's running down the hall.
Yeah.
Well, I have grown in it.
When you get it so much, you get used to it.
So if it's necessary, I absolutely will.
But there was nothing wrong with a boat.
These people were just jerks.
Well, I still would have been like, um, you stole my boat.
No, so well, and it's, it's my team.
They're like, I don't know what to say.
And I'm like, look, just be kind and be nice to them.
They brought the boat back.
That's, that's really all we can ask.
How much did you charge them?
Uh, the equivalent to six hour rental.
Good.
So like full day rate or something.
We only rent them out for three hours tops.
Oh, nice.
Oh, wow.
So I said, do a full rental plus two hours plus a late fee.
Don't care.
Love it.
So they, they come back, they get tied up on the dock and I hold a door open for them.
So they've already talked to my team who helped them out of the boat.
So I go, how was everything guys?
Cause they have no idea who I am.
They have no idea that I run the department.
They didn't meet me.
So the woman goes, oh, it was great.
We just got in a little trouble for being a little late.
I go a little, we had you tracked to be back three and a half hours ago.
Hope you guys had a great time.
Was it you?
Was it you I was talking to?
Do you know how to get out?
Oh yeah.
No, no.
Let me make sure you get back to the lobby.
Okay.
So then the, the gentlemen who were actually driving the boat comes up the dock after the
group of ladies, gentlemen, how was everything?
Did you enjoy it?
Oh yeah.
Yeah, we did.
I don't know how much they charged us.
Oh, I'm not sure sir, but there probably was a late fee.
So I just, I just killed them with kindness and I will never see them again.
Dang.
Well, that's definitely an a hole of the week.
Real a hole, but I'm just glad there were no injuries, no damage, no more B.Y.s.
Yeah.
You got your stuff back.
You didn't have to go hunt it down on a beach anywhere.
Exactly.
I was just really, really freaked out for like two hours, whatever.
You're like, gosh, I'm going to tell my boss I lost a boat.
Literally.
I, at one point I was like, did they steal it?
To be completely honest, if I had been like two, three hours in, I probably would have
reported it stolen.
I'm like, it's gone.
I'm not coming back.
So the only reason my mind didn't go to that was because they were answering their phone.
They were communicating with us at some level.
So maybe they didn't seem, you rented them the boat.
You probably saw like they're not capable of stealing the boat.
You're probably thinking they don't sound like the types that are capable of stealing
a boat.
But the issue is I'm not there every single rental.
Like I didn't even, I didn't even see these people at all.
So anyway, that's my a hole of the week.
That's stressful.
Yeah.
So what's up with you guys?
Do you have any a holes this week?
Yeah, I've got one.
Ooh, bring it.
What is he?
Fourth tier in our reward system.
Got it.
Sorry to be cagey.
Four down or four up?
Four up.
Got it.
Four from the bottom.
Loser.
So guy calls to complain about his stay, wants compensation because the first room he was
checked into, the smoke detector started chirping.
Okay.
So we moved him and he felt that that was unacceptable because of his status.
Oh, but begrudgingly, he moved to the other room.
He was there for four nights.
He had another complaint that he did not receive service the two days that he had requested
it.
Now I can understand being frustrated about that, but here's what he wanted.
He wanted compensation of his entire stay to be comped.
Here's where it gets kind of fun is that he had booked a six night stay to get the long
term stay rate, but then checked out on the fourth, on the fourth day, which would have
been the cutoff for the rate differential.
So I'm looking at this and I'm looking at the fact that he's gone and the fact that
he had told me when I had spoken with him that he was getting on a flight for Florida.
So I wasn't able to connect with him on the day of departure.
So I called him the next day, spoke with him.
We go round and around about how he is wanting his entire stay comped and it's unrealistic
for me to say no and only offer points.
So we keep going back and forth on this and it's like the room that you were provided
is what we would have done for any guests at that time of night.
We don't have maintenance on hand to change batteries and address the issue.
We would move you to a different room.
That's how we would handle it for any guest, regardless of tier.
For the...
Even the top tier, sir.
Even the top tier.
It's a safety concern.
We want to make sure that you're in a properly functioning room and you get a full night's
rest, period.
And he's complaining about this, that it was so inconvenient, but it was 14 minutes between
the time he checked in and the time the room move was initiated.
14 minutes.
He was getting to sleep pretty quick there.
Right.
He was probably only in the room for like five.
If that, from the front desk to where his room was located, you're probably talking
three minutes, maybe three minutes back.
Yeah.
So it's like...
You can't even get through a drive-through line in 14 minutes.
No.
No, there's no way.
So then we're talking about the compensation for not getting service.
And I told him that if you had opted to not receive it, then you would be eligible for...
Isn't it like 750 a day?
250.
I understand that that would be 500 points.
I'm going to multiply that by 10.
I gave him 5,000 points.
Nice.
And he tells me, that's not acceptable.
I want my entire stay comped.
Yeah, that's not happening.
So we start going down this rabbit hole and he's throwing out, I'm an X level, I'm an
X level.
You need to respect that.
So I said, you know what?
I understand your position.
I understand your argument.
Let me do this.
If you can provide me your flight itinerary showing that you had booked for your return
trip two days from today, I will comp your entire stay with no further discussion.
I love it.
There was a pause of about three seconds and a click.
He knew he got caught.
He was trying to game the system.
And what bothered me, and I've bitched about this before, is that it's like these top tier
rewards levels think that no rules apply to them.
Period.
It doesn't matter if it's about payment.
It doesn't matter if it's about booking process.
It doesn't matter if it's their own personal security.
None of it matters to them.
Oh my God, I love it.
They want what they want and they say, but I am an X.
Did your guy stay at mine?
No.
Oh God.
The one I was texting you about?
Yeah.
Okay.
So I had like this nearly the same thing.
All right.
So you know what?
He just moved hotels.
Yeah, I know.
Honestly, I was not teeing you up for that.
I had forgotten about that story.
But if you can share that.
Yeah.
Well, you were telling the story.
I'm like, it sounds just like my guy.
I forgot that you shared that.
Another eight hole of the week.
I literally texted these guys over here.
I'm like, oh my God.
I will tell you this though.
When you sent that to me, I shared that with a few of my key leaders.
All of us are like, hats off to your GM.
I know.
I seriously was like bow down.
She stood up for us and she stood up for the hotel.
And I was, I've never had GMs do that.
Normally they bend over backwards and let themselves be, you know, violated or whatever
you want to say.
But okay.
So the story was this guy, I was actually at the desk because I was relieving someone
for a break and I get a call from this gentleman who is very upset and he's going off because
he has not gotten housekeeping service.
And he specifically said when he checked in via the mobile app, he wants service every
single day.
And I said, okay, to clarify, what does service mean?
Their room clean wants housekeeping service every single day.
Was he staying by himself?
Yes.
What do you, what do you dirty in a room?
And that was one of the things too.
He did rant on the phone to me.
Go ahead.
Liz, do you want that answer?
Yeah.
Right.
No, I don't.
He went on to say, he's like, my room's not even that dirty.
I semi make the bed.
Like I don't have things all over and about.
And it's like, then why do you need someone to come and tuck your sheets in tighter?
Thank you.
But I didn't say that.
But I was, you know, he was going off and I said, I do apologize, sir, but we do not
promise daily housekeeping service right now due to our staffing limitations.
We are only able to clean the rooms that check out so new guests can check in.
If we have rooms, you know, that stay over, if something happens, we're able to clean
some stay over rooms.
We do our very best, but we are not able to promise daily service right now.
And he's like, well, that's unacceptable.
And I was like, I apologize, sir, but you know, we've never been able to guarantee daily
service, anything like that.
And he said, I have stayed here multiple times and I've complained about this every single
time.
Then why do you keep coming back?
And he said, I know your GM and named their name.
Thank you for name dropping.
And he's like, I will go ahead and be contact with her.
And I said, that is absolutely fine against her.
I sincerely apologize.
But again, due to our staffing limitations and you know, everything that's been going
on, we just, and he's like, I'm going to stop you right now.
I'm going to stop you right there.
That sounds a lot like a you problem, you guys, and not a me problem.
What you guys have to do on the backend does not concern me.
I'm the guest that requests for my room to be cleaned daily.
I said, okay, sir, have a wonderful day.
Okay.
Clarifying question.
Are they warned about this at the time of booking or check in that they won't be getting
service every single day?
Yeah.
We tell you during the check in process that we aren't able to guarantee daily house, your
spiel.
Exactly.
It means that we do our best when we have the staffing, we're able to do so, but due
to our staffing shortage right now, we're only in most cases.
Yeah, that's fine.
But if I call for towels, you guys will bring it up.
Yeah, yeah, of course.
Okay.
Perfect.
That's all I need.
And then after that, I went into the back and my GM was at her desk and I'm like, room,
I just went off me.
This is what he said.
By the way, he name dropped you said he's going to be calling you.
She's like, oh, I can't wait.
I'm sure.
I'm sure she did her due diligence in that time.
And let me look this guy up.
Let me see his previous days.
Let me see previous complaints because he's contacted her before.
And apparently they've compensated him tons of money in the past for these issues.
And she's like, nope, we're done.
So he emailed her and I can share some snippets of you guys would like.
Yes, please do.
Okay.
I want them in the room.
I want to hear it.
Hey, Marcia, been here four days, twice.
My room has not been serviced, even though prompted prior to check in on the app and
then made certain that check in restate my expectations.
So far two out of four days, my return to the hotel from long days, no service.
So I'd like to point out we've done our best to services room every other day, which we
are not even able to promise, but we have been trying.
This is a, in all caps, huge issue for me.
And again, I have stayed here six plus times last year.
Not true.
He has stayed here.
No way.
You know how they are.
They're always embellished.
Of course, of course.
Plus I am planning on a similar amount this year and you have failed to upgrade me to
a full suite.
This needs to change.
If I'm going to come back again, despite that my loyalty isn't appreciated, my upfront and
proactive communication is ignored.
I am very displeased yet again, looking forward to your solution.
There truly are many options for me and hate to keep beating the same drum.
The ball is in your court.
My GM.
Them's fatten words.
My GM then responded, Mr. Louis.
I am this.
A-O-W.
Right?
It's pronounced as we pay.
Yes.
I understand your frustration and I am very sorry that you are displeased and don't feel
appreciated.
I love the change in tone.
To be completely transparent with you, I can promise that we will perfect from here on
out, but that would not be the truth as I do not have the labor resources to provide
full stay over service every single day.
I understand that you told one of our agents that's a quote you problem, not a me problem,
quote.
I am very sorry to hear about your satisfaction.
I would be more than happy to call around the area for you to find a branded hotel to
provide you with a list of hotels that provide daily housekeeping service without fail so
that you are able to be taken care of the way that you expect and deserve.
As far as upgrades, upgrades are always honored if they are available.
However, I am running a close to sold out hotel, which I typically do during the week.
Those suites are typically already sold out or given to our ex-Elite members above his
before we move on to our insert his level here.
At this point, I do not believe we are a good fit for you, but as stated, I would be more
than happy to call around and find other options for you in your future travels.
I would be very sad to see you go, but at this point, I do not have any other solutions
for you.
I am here.
Have a great day.
Medal of honor.
So then he did not respond back, but he did leave a review to which the review gave us
one star in every category.
Can you give zero?
No, I didn't think so when I originally saw the screenshot.
The comments say lack of competent staff, lack of a true GM that can lead dot dot room
only clean two of five days.
Notice how that number changed.
I know I saw that.
I made GM aware and she suggested I stay at another property that can clean my room every
day.
Nothing but excuses from the GM, not comparable solutions offered or any proper appreciation
for my loyalty, the brand and the property.
That was really good.
That was shocking.
It's one of my stupid human tricks.
Okay, question.
Yeah.
So has this gentleman ever received everyday service while he stayed at your hotel?
That's why he said every time he comes, he complains and we tell him the same thing every
time.
Yet in the previous times, we've always compensated him.
But this time, bark up a tree this time.
Yeah.
This time the GM's like, look, you know the deal.
I don't have the staff to do this.
I told you this before.
You're done.
Go somewhere else.
So what do you guys think about the, have you guys ever heard of like the cancel Yelp
thing?
Like, I don't know where I stand on it, but there's this whole push on that.
Like the cancel Yelp thing.
Where you can cancel reviews?
To cancel Yelp.
No, like cancel it.
Like people are done with Yelp because it's like people like us.
It's destructive.
People like us have to deal with the people that just, because we live in this culture
now where you got the people that are online on TikTok or whatever saying all these hacks
and how to be a pretty much a crappy customer or person staying at your hotel.
And you got the other people on the other end that are ranting about it.
You got two people and there's this device.
Interesting.
What do you guys think?
And it's always the people that have an issue and you know, you're more likely to review
or write something if you have a terrible stay or something bad happened.
If you had a good stay, you're not going to go say, yeah, they say it was good.
Like you're going to just maybe go back.
Exactly.
Yeah.
Like you get people that don't have any clue on how to fill out a survey.
Right.
Like look.
Yeah.
We've talked about this so many times.
Stop eating the apes.
No, worse.
For the love of God.
I mean, for the company that we work for, there's one question that we live and die
for.
Right.
I cannot tell you how many times that live or die question is answered like a one, a
two, a three.
But everything else is a 10.
Yes.
So how can you say that cleanliness was a 10, that the staff service was a 10, that
maintenance was a 10, everything on the list was a 10, but you're not going to recommend
the hotel.
How does that make sense?
It doesn't.
But yet employees pay the penalty, companies pay the price.
I really don't disagree with canceling Yelp.
I think it's long ago.
Shut it down.
It gives those stupid people too much of a voice.
I think like nowadays online you have everybody telling you like, oh, you have power as the
customer and you're empowered and use your right as a customer.
Like, oh my gosh.
It's literally a website for Karens.
Oh, for sure.
I've seen people lose their jobs over it.
Right.
Because they're named out and a bad review.
Yeah.
Oh my God.
No.
I can't share names, but the guy from the hotel that we worked at.
Well, I see a place to sleep too.
What?
These people took a photograph of the employee and posted it to Yelp with like a, a quote,
horrific review, not only about the hotel, but about that person.
Oh, and the thing was, okay, he was a terrible employee.
100% agree.
But that's not right.
That is f'ed up.
You can't just take somebody's picture without their consent and write that.
And obviously it wasn't a flattering picture.
Like that's a mess.
That's f'ed up.
It's entitlement.
That's all these people, they watch a video like, yeah, yeah, I'm a, I am a customer.
I deserve this, this, this.
And then you have the other people that are like, that like us that are like having to
deal with that crap all day.
Well, and in the social media that we live in, you can't even trust good reviews because
people are probably getting paid for it.
You go-
100%.
Or like to your exact point, I hired a moving company.
This was when I moved to my new place a few months ago and they moved me and they were
like, okay.
Like they took a lot longer than I thought they were going to, which they were doing
a good job.
And then everything was like an upcharge.
You know, none of that was disclosed.
Well, the thing is we have to wrap everything three times.
If we don't wrap it three times, then it's not covered by the insurance.
But if we wrap it three times, then it's going to take three amount of the time and then
you're going to end up paying more.
So is it okay if we just wrap it once or twice?
So then they're wrapping things once or twice.
So my stuff's getting ripped.
It was the most backwards stuff and they just kept slipping in stuff.
But I'm like, you know what?
We already hired you.
Let's get my stuff moved.
And at the very end they were like, yeah, I need you to review us on Google and yell
promise.
Okay, I'll do that.
No, no, no.
Can you do it right now?
Here, I'll help you get on the right now.
And they basically bullied me right there into writing the review, told me to mention
the names and exactly what to say and watched me as I post it.
Oh no, I would not like that.
I don't know if I could say that I would be able to actually like honestly review them.
I feel like I would do the same thing.
I would be like, uh, but think about it.
Five, five, five.
Right.
So I watched where they moved me into my new home.
They know where I live.
They have my phone number.
Do you think I'm going to like, of course I'm going to give them exactly what they want,
but it's not a genuine review.
And so now the part of the reason I picked that company was because of all their good
reviews and now we know how they got it.
So you can't trust reviews.
I, yeah, I was starting to believe it, but now it's, I mean, even more.
Right.
I don't believe it.
No, it's, and I think of that.
I'm like, oh, they probably got bullied into it.
I got to touch it.
I got to taste it.
I got to see it to give it.
It's got to be my five stars, not your five stars.
At least in our area with those specific movers.
Yeah.
But it could be any of them.
Like, you know, how many companies are doing this?
True.
Well, we've been talking about our a-holes.
Have you had any fun a-holes or stories or what have you been up to?
Well, it's actually my previous job that I have most of my crazy stories from, but, you
know, I still get quite a few ones.
My a-hole this week, I'd probably say is actually a company, a very well known waste company.
And it's not so much, I would consider it an a-hole move.
I've been trying to get ahold of them.
We need a lot of pickup days at this site.
We're a high volume car wash.
And so we got to make sure our trash is getting picked up.
We also have neighboring tenants nearby.
So we're sharing trash cans for cardboard, stuff like this.
And then we got our refuse and waste and stuff like that.
So almost seven days a week, we're picking up waste and then, you know, three or four
other days are picking up the cardboard and stuff.
And we had recently got, I've been trying to start a recycling program because, you
know, we're all about recycling and saving water.
So I'm trying to also get us into get a recycling more fine tuned and stuff.
So been asking for more pickup days for that kind of stuff.
And they cannot get a guy to come out.
We're getting charged.
I'm talking to my account.
We're getting charged for these days that they're supposed to be picking up.
And they're just not.
And they're not coming.
So like, well, I think it's like, you know, what Monday, Wednesday, Friday or something
is supposed to come out and they're just randomly one week won't show up on a Wednesday.
And then randomly won't show up on the next Friday.
And I'm checking with my guy and we're still getting charged.
And we got tenants that are, and our tenants are cool.
And they're like, yo man, I'm going to overflow this thing.
And then what makes it the a-hole move is I'm trying to contact him the whole time.
And the last field rep they had that I had his number and he was all, oh yeah, schmoozing
me and stuff.
He gave me his number and he was cool.
Why I had him in my contacts, but now his this calls been disconnected or you know,
whatever.
So he doesn't exist anymore.
So now I got no one.
So I'm emailing just their customer service line, trying to get who I can talk to.
Oh, and that goes nowhere.
We all know that.
Nowhere.
Yeah.
So I'm just like pissed, right?
And I know we're getting charged.
So I'm go protect mode for the company.
Like we're getting charged.
I'm got trash.
You got problems.
And I'm kind of just at wit's end.
Like I'm, my trash isn't getting picked up.
We're getting charged, but I'm not hearing anything.
I can't do anything.
So I'm calling all these different.
So I called her local office.
I get this girl.
She seems uninterested in my problem.
I'm like, dude, how are you guys even?
They just hosted a huge tournament for a sport.
I'm like, you guys are a huge company.
You should not be, you know, that's where all their money went.
Yeah.
They're all like, we're tournament.
It's not working.
Sure enough, they're out at whole nine.
That's why they weren't picking up your guys.
Just wait.
They were at the bar cart at the turn.
Okay.
They're like, we can't keep up with this anymore.
We're done.
I get an email for an overflow on my trash.
You're kidding.
So first of all, I feel betrayed by my trash guy.
First of all, I get every morning I'm like, bro, what the heck you're taking a photo.
Probably his job, you know, whatever.
But they send me, he got a bonus for it.
It probably probably did.
That's where my money's going.
But I see this low pixelated photo of an overflowed trash can to which I responded.
Yeah, that's overflowed because you guys have missed several pickup days in the past month.
And I've been trying to talk to, you know, so and so, so and so, so and so talking to
this office, this office, this office.
Email goes nowhere.
Sure enough, the overcharge gets removed.
No one contacting.
No, no.
This is a customer service.
This is a customer service that sends me this photo.
I think it's like a generated thing.
They end up apologizing to that same email.
And I was like, whatever.
A few weeks later, I get another photo, another photo of the waste one this time, which hadn't
missed a pickup day.
But I was like, dude, like I'm still dealing with missed pickup days over here and I'm
not hearing anything.
You know, they have the gumption to tell me.
So you guys have the staff to tell me this, but not to address me when I need you?
And charge.
And my account is like, what's going on now?
So that's my hell of the week.
So I'll tell you guys after who it is so you can stay away from that.
I would be nervous about like my accounting team with this charge being like, oh, I'm
going to get in trouble.
Like I'm not doing my job.
So funny thing is I had the exact same problem.
Shut up.
Two properties ago.
So I was the director of housekeeping and normally my director of engineering would
take care of making sure that all the trash pickups happen and all that jazz he was out
on a leave.
So it was my job to go once a week and make sure that everything was good.
So I would go out there and press the trash compactor button and make sure it was like
a really high level, which was not normal.
And I was like, did someone dump a bunch of stuff?
It's supposed to be emptied out every week.
And then I touched base with the engineers like, no, we haven't seen them this week.
And so I called and I was like, yeah, I tried everyone.
I called all the different numbers.
I couldn't get ahold of anyone.
And I'm like, that's weird.
And so I called them and they were like, oh, well, uh, we don't have any record of that,
but we can schedule you for another pickup.
And I'm like, okay, soon.
They're like, the soonest we can get it.
And they charge for that by the way, schedule you for another pickup.
Yes, they do.
The pickup you owe me?
You're going to charge me for that?
Yes.
So I was like, I need to get this trash picked up, but to me it didn't make sense because
we don't dump that much for the compactor to get that full in that short amount of time.
So I was like, fine, like whatever you got to do, but I need this trash picked up like
before it gets full.
And they're like, okay, well, the soonest they can be out there is next Wednesday.
Are you kidding me?
And I was like, but that's the day before my next scheduled pickup.
Yes, that also happened to me.
Yes.
And I'm like, what's the point?
We need to talk.
It is.
Okay.
And then like, what's the point of that?
That's the soonest we can get out there.
And I said, because I'm not paying additional money for you to come out here.
I'm like, I am positive you guys missed your last pickup because our compactor won't get
full that fast.
Like we are a giant property.
We have it extra big just to be safe.
We have weekly pickups to pick it up when it's like a quarter full.
Yeah.
So that guy's going to come the next week and be like, why is it empty?
So I tell them and I roared and they were like, okay, well, we'll escalate this.
We'll escalate this, whatever.
They don't.
I hear nothing.
And I tried calling and hear nothing for days.
Guess what?
The trash compactor gets full.
It is completely full.
I have nowhere to put my trash.
So we are lining trash bags down the loading dock around the corner in the garage.
That's some trash right there.
We had to hire a company that's a 1-800 number company outside company paid an arm and a
leg to come pick up just all the trash bags laying everywhere because it was attracting
ants and pests.
I am calling this company losing my gosh darn mind.
They came on their pickup day to get it.
Oh no, I'm like, Hey, what's up?
What's going on?
Oh wow.
And guess what happened?
What they charge you?
Guess what happened?
No, no, no.
The load was oversized.
Did they?
No, they didn't.
So they couldn't get it.
No, they didn't.
They leave it.
They said, sorry, this load is oversized.
We need a bigger truck to get it.
Okay.
So when the truck coming, yeah, that's, that's, that's the line.
That's what we have to wait longer for.
I don't know the truck terminologies, but a bigger truck that can carry more weight.
So so they're going to charge you when you needed it.
I mean, where's the escalating?
They say that to me too.
It doesn't do anything.
Where's the escalator?
It doesn't know where it is.
I'm not on the escalator because I'm not getting into a different floor here.
Losing my mind.
So by this time again, I think we went like at least two weeks, maybe more without our
trash being picked up.
So they're kind of like being a little, oh, it was crazy.
Petty with it.
They're like teeth con don't, don't pick up a trash because they had to schedule this
special outside company with these special extra big trucks and all these things.
The director of engineering comes back and I am losing my mind.
I'm like, it is your problem.
Now it is not my problem.
He's like, what the hell happened?
Exactly.
He's like, what?
I came.
I went on vacation.
Fire.
I went on a dumpster fire.
Literally.
So eventually we get this super extra large truck, right?
I'm just envisioning like a semi.
One of those tow trucks at tows semis.
Literally.
Yeah.
So me and the director of engineering are out there sitting watching it is so big, it
could barely get into the property.
Can you imagine if it had to be?
No, it literally shouldn't.
I know that's my problem.
He took out.
Don't know.
He's like, not another one of these.
He literally took out a bush and part of a tree like making this crazy turn.
But we, you guys are dying.
But we told the guy, we're like, just keep going.
We need this trash move.
Keep backing up.
Take out the bush.
The tree's dead.
Kill the bush.
Just ran it.
It's fine.
Keep going.
I'm dying.
So.
They killed the bush.
They killed the tree and he still has it.
We had to call the cars.
We had to call the cars, people to remove their cars.
So this truck gets in there.
Okay.
Dude, this company needs to be canceled.
Yelp.
Yelp canceled.
And this company.
Seriously.
They'll probably get Yelp canceled if you leave honest reviews about them.
Yeah.
No, I feel like I'm a monopoly though.
I feel like there's nowhere else to go.
But so they get in there, they're starting to put the load.
This giant.
You guys.
Okay.
For the people, for the people listening, I'm so sorry.
Me and Bill have the giggles.
We're very invested in this story.
I think we're both, our feelings are hurt.
We are.
Okay.
This company really hurt our feelings.
No, they hurt us.
You be frank.
You just caught all of the jokes we were making.
We're very into this.
They were hurt deeply.
We were hurt very deeply.
Let's pick up my trash.
So they start to try to pick up this load, right?
When he gets into it and he starts like going forward, the truck starts to lift up.
It was still too heavy.
I'm not.
They've waited too long.
They've gotten themselves into a situation.
Yes.
So the guy, luckily the guy was really nice and he did not give up.
Like I don't know how he maneuvered it, but he was able to get it out.
He straight two wheeling this trash truck and he keeps trying.
Oh, not even a trash truck.
Okay.
Guys, it is more like semi style.
It is the biggest.
He popped a wheelie on a semi and he's just keeping going.
That guy probably knows.
He's like, when I get called, it's bad.
He knows he's like, I gotta get this out of here.
Yeah.
That's my job.
If I had a dollar for every time I heard that.
Would you have $2?
I would.
So I guess my thing is you're not alone.
This company sucks.
Yeah.
They really, you guys will experience it next.
It's coming for you.
Yes.
Put on a pretty good golf tournament though.
Yeah.
You understand.
Anger against them too.
I was just like, oh my God feels.
Yeah.
That's, that's my a-hole of the week.
And you know, hopefully he'll get back to me, whoever this new district manager is, but
don't count on it.
The last guy seemed cool.
I think they killed him though.
So he's gone.
Okay.
But I truly do.
She was too nice.
They're like, you can't be actually doing what they asked you.
You have to actually be from hell to work here.
Yeah.
And swim with the fishes.
But I do love this twist on the a-hole of the week, not being a specific person.
Just it being a company.
I really, I really do like that.
I think we need to like step up our a-holes a little bit.
I think we need to step up our a-holes of the week and branch out a little bit.
See, but all minor people I deal with usually individuals.
Oh no.
Keep in mind, my profession, I've set the desk.
No, I can, I can think of some companies.
You might have some.
I definitely do.
Well, you got, last, my last job, you know, it was a very affluent area and, uh, you know,
it worked in that area too.
And so I'm talking like type of customers that would get out.
I was in the valet industry.
So this is when I kind of got like a real gut check of how rich this area was.
I was probably a few weeks or months into my job at the time and I had a family and
it was a caravan of three brand new and not just like the normal Range Rovers, like the
nice Range Rovers.
I want to know the difference.
That'll take your word.
Yeah.
Like over a hundred thousand for sure.
Oh man.
Yeah.
Different colors.
Chum change.
Yeah.
Chum change to this family.
And it just like motorcade of these Range Rovers and they all hop out and they had all clearly
just got back from like horseback riding lessons or practice.
And I was like, wow, this is like, I don't know what kind of rich this is, but this is
a next level.
And they're like, we have a reservation.
I'm like, oh, this is another level.
And then that just set the pace.
The bougiest of the bougie.
The bougie of the, they just, it's the same thing as earlier entitlement.
You know what?
It's funny.
I have a holes because I went from that literally was my last property to now I'm inland and
it's a whole different kind.
Yeah.
And Valley of the dirt people.
Yes.
But it's, ah, I can't say one's worse than the other.
They're just different, but I can tell you my, my Valley of the dirt people, I can be
like, no, and put them in their place.
If I tried that in my other place, I would probably be murdered and their attorney would
make it look like it never happened.
What was it?
What was that parody song?
One star guest, five star hotel.
Which is why I didn't confront the boat people.
Yeah, I know.
I did not do a lot of confronting at my last property.
I definitely do it more now that I'm able to do so.
So over the weekend I had a guest who was upset.
I want to speak with manager.
I wasn't there.
So they wrote me a letter to which one they wrote me a letter is handwritten in cursive.
How did you fricking know they were probably old if they were writing a letter, dude.
So I get this letter on my desk and this was yesterday morning and I open it.
And it's in cursive, like really deep cursive, old school and it was very pretty.
And everything was like, I was trying to like reach back into my elementary school cursive
lessons and read it.
No.
So you just anti-aged yourself with that one.
So but it wasn't just in cursive.
Like it was messy too.
Quick hand cursive.
And I could not fork and read this thing.
And so I tried and I'm skimming it and I could get out some words, but the first instance
that made sense is something like this day has been awful at 2 a.m. and then it changed.
And I was like, this is not making any sense.
So I was like, you know what, if it's that important, she will come and talk to me.
And so I go about my day.
So this morning around 9 a.m. I was still in standup and I see my associate peek around
the door.
They're like, so if someone wants to talk to you, like, okay.
So I go out there and I'm sure they had the look like you need to come talk to this person.
They did.
They're like, okay, you need to come out.
And so I come out and they're like, it's the lady that wrote the letter.
I'm like, oh good.
I can talk to her.
I have no idea what she was trying to say.
I'm like, you didn't read my letter.
So I go out there and I'm like, hi.
And I do my normal like, how can I help you?
And there's like, I wrote you a letter.
I'm like, oh, wonderful.
I've been looking to talk with you.
It's like, did you read it?
And I was like, I did start to look over it.
It was like a 10, but the execution was like a probably two because of your writing.
I know, but I didn't want to be mean.
So I was just like, I did, but I really thought it'd be better to talk to you in person.
It's like, well, you didn't call.
And he said, well, you only put your first name on the letter.
And I really wasn't sure where to look for you.
And so I'm like, well, you're here.
So let's go ahead and talk about what you experienced.
What happened?
She's like, you didn't even read it.
Why didn't you read it?
So I just said, I'm not great with cursive.
And so I said, so I could make out some things, but I just, I couldn't read everything.
So I thought it'd be better to, you know, when we spoke in person, she's like, you can't
read your education.
I already saw this.
There you go.
Yeah.
She's like, you can't read.
I think we all thought like she's going to assault you.
Yeah.
So she's like, you can't read cursive.
And I'm like, and before I can get into words, she's like, and she goes like this, puts her
finger in my face and says, or you shouldn't even be in management if you can't read cursive.
The switch turns and I go, okay, you can leave.
And she goes, what?
And I said, you can leave.
And I point towards the door and she's like, hun, you do not want to go there with me.
And I said, first of all, don't call me hun.
I'm surprised you didn't call you honey.
Unless it's a tell on you.
Darling.
It was something belittling, like talk to me, like I'm a child.
And like I said, first of all, do not call me that.
Second, you can go ahead and leave.
And she's like, don't even go there.
And I said, I will go there.
And I said, and I'm going to tell you why I can understand whatever you experienced this
weekend was terrible and it was bad, whatever that may be, but it never gives you a reason
to treat someone like that.
I will never accept that.
And I said, so if you want to continue like that, you can go ahead and leave.
And she's like, I've been, I said, I do not care.
Oh, I do not care.
I'll stop you right there.
And I said, you can go ahead and take a walk if you want to think about it.
And you can come back and talk to me when you're ready to talk to me with the kid.
Now, could she take a timeout?
Could she really like take a walk though?
She immediately turned around with her cane.
I can't because you can't walk.
Yes.
I would have been like, I'm going to walk away from you because I can.
Yeah, get that crawling.
Come back.
I'm coming to get you.
Well, she actually had a cane.
I like, you know, one of those metal candy cane ones.
She had one of those.
Be careful with them.
I literally thought she might hit me.
But I was ready.
Okay.
I've gotten feistier, but she was like, and then turned around and slowly made it to the
door.
And sometimes they hate when you open the door to for them.
I'm like, I don't need help.
Oh, okay.
All right.
I'm walking.
Good news.
I can just say bye bye.
Okay.
So on the note of that, that survey that I sent you, the one that said, you know, the
percentage of people that feel that it's acceptable to scream at fast food workers, 20% of respondents
said that it's acceptable to scream at fast food workers.
So the survey went up to how many do you know?
You know, I don't know what the survey pool was.
I would love to see the breakdown of, you know, like, yeah, the age demographic that
they hold, the area that they pull.
Oh, I'm sure majority would be 80 plus, but there's going to be some in there.
I was going to say 60 or 70.
Obviously, you know, you got to watch your own parents like mom, my mom, my mom, my mom.
Interestingly, literally, normally it's the males, older males are tend to be more aggressive.
Yeah.
But this lady, but not all I've had some aggressive ladies, too.
In my experience, like if we're talking about family, my mother is the first to complain
out of the family.
I'm sorry.
I love you.
I love you so much, mom.
But there have been times like in public, I have to be like, mom, they're just doing
their job.
I have been in that position.
Okay, wait, wait, wait.
Don't complain, mom.
I'm going to beat you and I hope to God he's not listening.
I need to jump in and call time out.
Okay.
We're on the topic of Liz.
Liz's mom.
Oh, yeah, yeah, yeah.
Liz.
Yeah.
I need you to look to your left on the bookshelf.
Okay.
There's a like a curved cardboard thing straight ahead, straight ahead on that shelf to the
right there.
This?
That.
Are you f**king kidding me?
What is it?
That's for you.
Show us.
It's a gift to you.
Oh my gosh.
Tell our listeners what it is.
It's not 500.
Okay.
But for our very dedicated listeners, you will remember an episode called 500 straws
for Christmas.
So that was good memory.
She loves her straws.
So yes.
That's awful.
So Bill got me a set of reusable straws.
They're silicone.
They're so beautiful.
You can use that for your wine.
I saw those.
They're so beautiful.
I mean, I thought of you.
They're all silicone.
They're so sweet.
I love you.
Oh my gosh.
I'll take that.
I love it.
And it has a cleaner too because they do get dirty inside.
Yeah, see, that's what freaks me out about the reusable ones.
I'm afraid I can't get in there and see it.
Yeah.
See?
That's why I saw that.
Yeah, that's amazing.
Because you don't see, you won't kill you?
I love it.
I got to do dishes now.
I take care of my cohosts.
Now I'll take care of those.
Well, I mean, I've taken care of my fellow cohosts.
I mean, you are our enabler.
our enabler. Do we do a cheers to another amazing episode tale? On that note, Ms. B,
thank you. Let's wrap it here. Walter, thank you so much for joining us. Appreciate you
taking the time out of your evening to spend with us. My pleasure. Ms. B, thank you so
much. Always awesome to be here. Thanks for having me. Our resident deviant, Liz, thank
you so much. You're so welcome. Thank you for the straws. You're welcome. And that'll
do it. We'll see you guys in two weeks. Bye. Bye.