Donations

So for 4 weeks we can now ask for a 20p donation to be added to a customers bill.

I really don't mind whether someone donates or not, but it does draw your attention to them a bit more if a customer does not agree to the donation.

Two which stuck out for me were:

One who looked at the cause poster (we got them now as well as badges), and said a cold "No, don't care bout that". Fine. Then went on to moan about everything: Ice, Tango, gas, having to wait, the straws being 2 steps away from the machine, me turning off the Tango because he complained (not much else I could do!) and anything else. He also spat the top of the straw wrapper onto the floor and left the rest on the counter. He also made a huge trail of Tango. What a chav.

The next person who didn't donate, had a daughter, about 15 I reckon accompanied by a friend.. We have self service drinks which you get after you have paid. You either have hot or cold. You don't have cold and then come back with a McDonalds hot cup and use that for hot because you thought it was free refills.

I had this conversation with the daughter:
"Are you alright there?"
"Err yes" - reveals the McDonalds cup.
"That's £1.39 please"
"What?"
"The coffee...you have to pay for it, it's £1.39"
"But my friend had a drink, I thought it was refills!?"
"Yeah, but that is a McDonalds cup."
"And?"
"You can't use that here, and your friend had a cold drink anyway"
"Oh right"
"Can you tip that coffee away please?" - I'd rather them tip it away and waste it than back down and let them get it for free!
"Ok.."

She was nice and did it.

So these are the type of people who don't donate.

Clumsy and Heelys

At work I do not have a reputation for being delicate or having any particular control over my movements.

Today, I fell in full customer view on the tiled floor I had mopped just 5 seconds ago. I had even put out yellow warning signs, to tell people the floor is wet. I saved myself on the little door, but it then swung open and I flung to the floor. It didn't hurt but was not particularly nice. It was one of those moments when you just know you are going to fall straight down and begin laughing before you've even fell. I was being stared at so I just said "I did NOT just slip over" and walked into the back to hide.

The next accident was in the back. I was cleaning behind the make table (where pizza is topped). I was mopping it. Then I fell once again on the water I was using. My freshly cleaned stainless steel make table then had my hand prints on it where I again, saved myself from greater accident. The comment I got from the manager sitting down was "Water is wet you know". Thanks for that.

I then went to walk off again, but walked straight into an oven deck. They have nasty sharp corners on. The comment I got from the same manager was "There's an oven there you know". I called him a male body part and went to stand on the front where no one knew about my little accidents.

Then finally, I was cleaning the coffee machine (uses HOT water). I couldn't find the plastic container we normally use, so used a metal one. Stupidly I forgot that boiling water in a metal container will make that container very hot. I picked it up and it then became apparent that it was hot and that I also couldn't put it back down without spilling it. So I rushed through to the sink swearing (we were closed) and gave it a final insult when I dumped it in the sick by putting the fry hopper lid on top of it. The same manager walked round from the desk slowly and just went "Metal conducts heat by the way" and sat back down. Arrgh

Oh and good news, Heelys which I moaned about before have been banned by the shopping centre. They have a new automated announcement and signs and I think they are great! I can't wait to tell children not to skate round because "THEY'RE BANNED" and can tap the sign we have been supplied with if parents come over to moan.

And bad news if you are a Pizza Hut customer who likes the Ice Cream Factory chocolate sauce. Pizza Hut are trying to go "natural" on the ICF and so chocolate sauce has been replaced with Lemon! Neither are orderable though, so you'll have to make do with neither for a bit, or until they click "Yes I do want 700 stores to have ICF sauce". Chocolate buttons have been replaced with chocolate raisins (yum!).

Finally thanks to Keith for a mention on his blog - the chavs and gypos aren't that bad and only make up a small % of the total customers I serve so they actually provide a bit of amusement...most of the time.

A few things

In February, I posted about the general issues people have about saying the names of menu items. Then Al posted about Christmas already, and the other day someone must have had it on their mind. Instead of a "Feast" meal they asked for a "Festive" meal. I didn't correct them, and they said it about 3 times again to their family. Her husband snapped and ranted "IT IS FEAST NOT FESTIVE!!". I just did a sly smile in his direction and he replied with a shake of the head.

Another taking issue has been "Can I have some receipt?". Ha, sure here's a sachet of receipt.

Then some gypos came in (apologies for this term, but they were). I don't know why we have them on a such a regular basis, but they are frequently camped out on the nearby industrial estate car parks but more and more are putting barriers in. So then they move onto farmers fields which are closer.

So the gypos were in. When I see them walking in, with either vest tops or just no top, I pray they aren't going to come up to the counter. Then they all do. They cannot talk, they can only shout so they immediately seem angry. A father and son (about 10 y.o.) came up and ordered some food which included chicken wings. Our chicken wings are tiny and are a rip off, but there isn't much I can do about that. I put them on the tray and the father picks up the box, and looks inside.

"What tha fack are those!" (you know the accent).
"Errm they're the BBQ chicken wings"
"There's fack all on 'em, they're a facking rip off!".
"Oh right, sorry...do you want them still?"
"Fucking hell what a rip off!"
"I don't set the prices I'm afraid, there isn't much I can do...so do you want them?"

While this was happening, his son (large, topless) was also there mimicking every movement and gesture his dad made. It was a very strange thing to see.

So he sat down with the rest of his family and his other kids and relatives seemed to want stuff. I'd say I got about £20 out of them in the end, not bad!

Yesterday, I was on the front on my own, giving the ICF sauces a clean. Mid way between me doing that there was a sudden rush of customers, so I didn't have a chance to wash my hands of sticky sauce. So then every bit of change I gave out was sticky and you could see the faces on some customers obviously thinking "Great, sticky coins". I tried to hide my glazed fingers as much as possible when I could see them wiping the coins on napkins.

Then later on, a mum and two daughters (about...8 and 11) came up and ordered. In the middle of the transaction, the elder of the daughters, took a bobble out of the younger girl's hair. Then all hell broke loose. The younger one had a seriously bad reaction to having her bobble removed and started kicking her sister, then punching, then wrestling. They ended up fighting on the floor, the younger of the two doing most of the damage. She was kicking her sister in the side and shouting "I hate you, you always pick on me" and various other phrases. The mother didn't realise they were fighting as they were behind her, until I pointed it out...which meant I went "Errrm..." with a pointing finger at them on the floor. Her way of dealing with it was interesting, "OH MY GOD WHAT THE HELL ARE YOU TWO DOING?". They both got back up, both crying, and saying the other one started it. They were sent to opposite ends of the store to "think" about what they had just done. About 20 seconds later they were joking with each other at the drinks machine. Aww.



Finally to finish off this unusually long(ish) post.

We have matching salt and pepper sachets which are a generic type. Anyone who orders from 3663 can get them.

We get the top ones, in the brown packet. Occasionally, you get the odd white design one, the bottom sachet. I just wondered though, as they are obviously EXACTLY the same except for the sachet design, why Pizza Hut order the top one which looks less 'modern' than the other. I will have to ponder a bit more on this topic I think.

And the corner of the £20 note. Well I found it in one of the till draws and thought I'd nab it...maybe it will come in useful one day and I'll find the other 90% of it. It's not impossible...

Since when...

...has it been acceptable to spit in public?

I hate people spitting in public it is dirty and serves no purpose other than making yourself look like a scab. So, where I have the opportunity and if you like, power, to stop it or at least make some punishment for spitting in public - I jump at it!

4 chavs all wearing Burberry caps came and bought 3 drinks and one ice cream. They seemed ok, they pissed about less than most other chavs with the drink and ice cream machines. They were blatently sharing the ice cream cup but that is only a small issue. Then all four of them came over and were watching the master chav making his ice cream (aww). Out of the blue, one of them then spat on the counter. I was literally 6 ft away and facing them when they did it - but they were oblivious to the fact they were being watched.

"Right, do you wanna get out of the store now?"

"Ehh?!! What we done yo man we ain't don nuffin!" etc

"One of you just spat on the counter so you're all leaving now"

"No we dint n anyway PAID FOR REFILLABLE ice cream"

"I don't care, you can all get out because you spat"

"So!"

"Eh...you don't come in here and spit on the counter - simple."

3 of them walked off but one, the master chav acted big and stood there next to the coffee machine. It appeared as though he was planning some sort of retaliation move involving hot drinks. Quite unlucky for him we have a switch for it in the back and I shouted for it to be turned off just as he thought of it. So he had three options, ice cream, cold drinks or condiments. He must have realised that he was an idiot, because we have staff (some with not so good customer service skills) that out number them, security staff that can get to us in about 30 seconds and a hell of a lot of hot or sharp equipment in the kitchen. He rejoined his gang and walked off. A manager called security and gave their descriptions. They found them on CCTV as the manager was on the phone and were removed from the site for "anti-social behaviour". I call that a result!

Mothers, grandmothers and piss takers.

It's the summer holiday for loads of kids and students. So what do parents do with their toddlers. Take them shopping of course! Great, because the kids are always polite and most of all, willing to accept help.

The mothers though, I noticed today particularly, are moody, ignorant cows. I accept it is not all of them, but nearly every woman with kids I served today either; had a scowl on their face, wouldn't listen to me, snapped at me when I attempted an upsell, snapped at me when I said they could get a pizza and drink cheaper than just a pizza, didn't use any manners, tutted at me or were just plain rude. There were the nice ones, but you just don't remember them.

Then there was the grandmother who I watched used the ICF. She left the ICF running, but instead of walking off like most people, she screamed and started shouting "SOMEBODY HELP - I can't get this thing to turn off!" I walked over and lifted up the lever, saying "Just lift this up and it stops..." "Oh lovey - I thought it automatically shut off...." then she had a laughing fit and walked off. I made a comment about being an ice cream woman but she either ignored, or didn't hear me.

Ok, so we're shut, we shut on time because we all want to get out as early as possible but that doesn't mean we will compromise quality or service. Infact my customer service is probably better at ten minutes to closing because I'm getting chirpy about leaving.

So at the end of the night, we have left over food. Do we want it? No, we're all sick to death of the stuff. A few times a week cleaners and security will ask for it. No problem because we like you and it will be thrown away otherwise. Sometimes people from other stores will ask for it, no problem, take it - it's yours. But, the public "customers" asking for it is a bit of tricky subject. One reason is brand standards. The other, probably more important is a little thing called Food Safety Law.

Up until a few days ago I'd give them one or two pizzas. But I have noticed an increase in piss takers. I offered you one free pizza. You want two. Ok here's two. You want four. Now you can piss off. Leave the store. Get out I hate you.

Then there are the chavs, who you give one pizza to one chav, you get about 6 chavs appear, all wanting pizza. You can piss off as well!

Then you get the ones, who think it is their RIGHT to have the pizza.
"You're only going to chuck them away so give me them"
"Ok here's one"
"I'll take all of them"
"No sorry I can't do that"
"OH THIS IS DISGUSTING, you're going to throw them away anyway - give me them"
"No"
"WHY NOT?"

In the above case I walked off and put the shutter down. She wasn't a customer so had no cause for complaint, she just got free pizza. She soon got out when she saw the metal heading her way.

Then there were the ones who, I gave two pizzas to, then said they were calling their friends to see if they wanted any. No way are they. I went and put the shutter down. Then oh my god, they're banging on the shutter and shouting "How dare you close!".

So a few days ago, I decided I will not give free pizza to any member of the public after we have closed, no way ever again.

Then yesterday, one of the newer team members was getting agro from two women who wanted free pizza. Me and the manager were sitting in the back listening. Manager said to me "Tell 'em to piss off will you". Yes! Hehe I'm always up for an argument with non-customers.

I stomped out there...

[rant]
"Listen, you have already been told you're not going to get free pizza and the reason why. I'm only going to ask you once to leave, now, or we will have to call security and have you removed."
[/rant]

They walked out silent but heads shaking. TM went to me "Thank you". Manager went "Woah where did that come from!". Afterwards I thought maybe I'd gone over the top. But then thought, if they complained, I'd have two witnesses that they were both rude and we were reasonable and following procedure and eventually had to resort to a "customer asked to leave store" situation.

James, suggested I do some type of quiz with some Pizza Hut acronyms. To be honest I can't think of anything I haven't mentioned before on here!! I do however...when I get round to it, put some pictures of items we use on a daily basis to see if you can work out what they do. It'll probably be pretty easy...!

Gypsies, Terrorists and Misery

No dodgy customers this time. Except the gang of gypsies we had who not only camped outside but in the food area shouting and screaming.


It didn't last long because since the terrorist attack in Glasgow on Saturday, real police officers (not PCSOs for a change...nothing against them though) have been on site walking round and cruising round the car park. I had originally thought they were because of the gypsies but I realised it was because of terrorists when I saw them bashing down man hole covers and putting seals on them. We've also had some new signage on the staff doors ranting that we must not hold the doors open for anyone. I wouldn't think we're a prime target and Pizza Hut's location is all the way into the centre so if anything did happen then at least us and our customers would be ok - hopefully. But that is quite selfish.

So that above is what I wrote yesterday and saved as a draft.

Then on my bus journey today, I saw something I'd never seen before. A 4x4 paramedic car and an ambulance with blue lights on, next to a bus stop. 3 people in green overalls stood there, as well as a sobbing elderly lady wiping her face with a tissue and one of the green people had their arm on her shoulder. Then on the floor, an elderly gentleman and one of the paramedics performing CPR on him and those shock pad things nearby. The bus drove on and that was last I saw of that. I thought about what I'd just seen, potentially the last seconds of a mans live. It wasn't on TV...it was real. It is very unlikely I'll ever find out whether the gentleman survived but I really hope he did.

That set me up in a miserable mood for the rest of day so I stayed in the kitchen as much as possible only going to front for a cup of Tango and saving pizza from falling on the floor.

"Excuse me...."

Approx 30 year old woman,
The end of the conversation about the kids meal...
"No it does come with fries - it says pizza OR fries and dippers"
"It says pizza and fries"
"It doesn't...sorry...you can buy them extra"

Off she goes - and fetches her mother (presumably)
"EXCUSE ME - THAT MEAL DOES COME WITH FRIES"
"NO it does not - it is PIZZA OR FRIES AND DIPPERS. ONE OR THE OTHER"
"IT SAYS PIZZA AND FRIES"
"No, it says pizza OR fries and dippers" - Pointing at the word OR on the menu.
"You are wrong"
"No really, I'm not..."
"Whatever - this place is load of rubbish anyway!"

I don't care what people think of the place really, but to have with was quite a long discussion/argument about the fries which no, you don't get, with me the person who works there. I can read the menu perfectly well unlike you and speak fluent English unlike you. Grr.

The bank holiday meant we were busy busy busy and understaffed but today it was dead dead dead. A customer asked me if we'd been busy - as he looked around the empty shopping centre.

Recently we have had a lot of management, and external people coming in and going "Yeah it's perfectly clean but I can't give you 100% because, well we just don't give them - so I'll knock off 3% because you don't have any coat hooks"

Also, the hot weather has bought out the gypos and chavs for ice cream and drinks
These are some of the problems:

• Leaving the ice cream machine jammed on so it pours everywhere
• Not buying an ice cream but using the machine anyway
• Not buying an ice cream but using the machine anyway and just dropping it on the floor
• Pouring sauce directly onto the floor
• Putting ice cream in fry bags and then using them as 'ice cream bombs'
• Using a McDonalds cup on our machine and then getting abusive when we say you can't
• Swearing at us when we say, no, you've caused problems before so we're not serving you
• Refusing to leave the store when asked - saying "It's public property I'll stay here if I want!". Yeah sure it is mate - public property Pizza Hut pay thousands of pounds a month for??

All of these problems have had to be dealt with by security who have removed people. It's so silly though, all of these problems over a 99p ice cream - but sorry if you are a prick and cause problems to us or the customers we want (ie. children using the ice cream machine not a possy of 15 year old dirty chavs) then we won't stand for it.

Sorry about my posts being about ice cream and the kids meal so often - it just happens so often!

I like to be stubborn sometimes.

This woman (I wasn't keen on her) has just paid for her meal. Then "omg" she produces some vouchers from her handbag.

"Oh yes...and I want this free dessert"
"Ah well I needed that when you ordered and paid because now I can't put it through. Sorry"
"WHAT"
"I can't give you the dessert because it has already gone through"
"What has gone through?"
"The order, in the till"
"Oh that is everyone's excuse these days! The till, the computer - just give me the pudding!"
"Sorry, but it does say on the voucher present at time of ordering. You have already ordeded...ok..."
"Well get your manager because I'm sure he can sort this out"

I go and talk to the manager, who I explain the story to in the back with some derogatory comments as well as discussing my hours next week.

"I asked him, he said we couldn't give it out for audit reasons"
"Well can I speak to him myself!"
"Sure..!"

"Hello - _____ has explained the situation to you, so unless you want to buy another meal you cannot get the free dessert, ok."

"Hmm well that is a load of bollocks!"

She went to sit down with the rest of her gypo family.

The same woman later:

"Can I just get a cup?"
"Yeah"
"Ok thanks"
"£1.09 please"
"WHAT?!"
"We charge for the cups...you can have as many refills as you want after though"
"This whole place is a load of bollocks!"

She slammed the cup down on the counter and went off.

Later on, we had a man with a moustache in. His pizza wasn't ready - but he seemed fine to wait for it. So it was in the oven, on a conveyor, cooking - nothing we could do, and by chance 3 of us were talking at the front while he was waiting. Then he flipped:

The manager was the one replying...
"What are you lot doing??? I have been standing here waiting for 10 minutes"
"Your pizza is in the oven..they take 6 minutes.."
"WELL MAYBE IF YOU LOT WEREN'T JUST STANDING THERE IT WOULD BE READY"
"Ok....."
"It isn't just 'oookay' - stop chatting and get my pizza"
"Calm down"
"I AM CALM, but I am getting fed up of waiting"
"Ahhh it is out now"

This manager doesn't have the best customer service skills, but that makes it all the more amusing.

Also, we have all got Pizza Hut Discount Cards now. They have punctuation errors on them of course - head office produced them.

Veggie berk.

I started my shift with this:

"Veggie burger and small fries please"
"Erm.....ha...this is Pizza Hut"
"Yes and I want a veggie burger and fries"
"We don't do veggie burgers.."
"YES YOU DO - IT SAYS IT UP THERE - VEGGIE"
"Yeah, that's a veggie pizza."
"THATS WHAT I BLOODY WELL WANT!"
"Oh right because you said a veggie BURGER"
"I did NOT do such a thing"
"Okay........"
Then I went through the process blah blah blah.

Then I was cleaning some dirt of the little door, and I get "IS ANYONE GOING TO BOTHER SERVING ME???!!!!!!!!" She bought a tea which was 79p. I then watched her fill it with a hot chocolate which is £1.39. We give out smaller cups for tea, so if you have anything else we know. This happened, haha. I could of told her she couldn't have hot chocolate because she'd need to pay more - but watching her spill it was funnier. (She knew she couldn't have hot chocolate because I saw her trying to shield what she was doing.)

Ooo and we have the new menu. It is nice, upsells galore on it. The kids meal has got confusing. The chocolate pudding has got even more confusing. It is the exact same one as KFC have (we are both part of Yum! Inc). Now - guess what KFC call it - Baked Chocolate Sponge. This is exactly what it is. Pizza Hut decided to call it - Chocolate Mousse. They soon realised their mistake however, THREE weeks after...and they have now renamed it "Chocolate cheesecake, with a sponge filling, chocolate sauce topping and milk chocolate swirls". We have no idea where the cheesecake bit came from, there is nothing like cheesecake in it. So we have 13 words as opposed to 3 - you know it makes sense.

And those in charge have also, decided to give us some vouchers. We sometimes put them on the tray ready for a customer. You get some vouchers when you buy something. Please don't steal one, and then try to use it in the same transaction. When I tell you can't do that, don't come back in 2 minutes and try to use it - I AM NOT THICK.

Also, on the subject of me being thick - never try to give me crap foreign coins, because I notice everytime. No I will not accept this 20 god knows what, from god knows where in replacement for a 5p. Yes I know it is only 5p - but I don't care, if you haven't paid in full then why should you get the food.

Finally - I saw one of the water boys/chav/general horrid children getting an application form for another fast food outlet...aaaaaaahahahhaha even they won't have you - well not after our manager told their manager about you getting removed from the centre because you threw ice cream around in our restaurant.

WELL DONE

This is my 92nd post. Soon I'll reach 100 posts...

Today a man asked for his pizza 'well done' like he's at some posh restaurant ordering fillet steak! I said they were already made, showed them to him - he liked them, so thats £7.98 in my till! Brilliant.

The brainiacs at Imperial Place are on to a winner with the new menu they've introduced. The Pepperoni feast is very popular, and the double your fries deal for 30p has increased average spend by around 20p - that's a lot of money each year for Pizza Hut..more bonuses for the managers, and if we're VERY lucky maybe some Capital Bond vouchers for us. They've nicked the Whitbread discount from us though, apparently we're getting a new Pizza Hut one - hmm!

I had another one of these idiots in who likes to complain about the prices. I don't set them, I don't care what you think to be honest about them - I get what I want for free or if I'm not working at the time, for 50%, so it will never be expensive to me thanks.

Basically the new menu has changed the kids meal...although it is better it has made it difficult for the simpler people to understand. I don't think this guy was simple, just a bit odd:

"I don't really think fries and chicken dippers is a very substantial meal for kid."
Thinking "Me neither" Said - "Oh...well you do get a drink, or have a pizza instead - and add a dessert for 50p"
"WELL IT IS ALL JUNK FOOD!"
Thinking - "YES IT BLOODY IS!!" Said - Nothing
"Well I want the pepperoni on the kids meal"
"You can only have margherita on the kids meal"
"WHY ON EARTH IS THAT"
"Because it is only £2.49 and it is a kids meal afterall"
"Well kids meals should be cheaper than an adults meal!"
"A kids meal is actually cheaper than buying a pizza on its own.."

They then told me what they wanted (oh yes he had a approx. 7 year old daughter with him)...

I told them it would work out cheaper if they had a pizza meal.
"WELL THAT WAS WHAT I WAS GOING TO HAVE - IT IS NOT FOR KIDS!"
"It is cheaper like that, and you don't get a toy or anything in the kids meal anyway"
"I think Pizza Hut in general is just ripping people off you know."
"Oh well, if.."
"THERE ARE PLENTY OF OTHER PIZZA PLACES YOU KNOW!"
Thinking - "Oh really can you name any other chain that has 700+ stores in the UK? :-)"
He then wanted a 'special' pizza making. In a FSR this isn't a problem, in Express it isn't really a problem either but I wasn't keen on him.
"We have 5 set pizzas so that the pizzas are ready instantly." I pointed to the "READY TO GO" sign while saying "This is Pizza Hut Express."
"This is bloody stupid. I am not going to eat what YOU want me to, I will eat what I want to."
"Shall I cancel your order?"
"YES - COME ON ----- WE WILL GO TO A PROPER PIZZA RESTAURANT!"

So off they went...probably spent about 15 quid in our neighbouring FSR!

Eww and finally, we had a group of 7 chav scum in today, I hate them with a passion now. They think because they've bought a 99p ICF they own the place and can demand what they want. When I said no they couldn't have a 4th spoon, they said "I'll report it to your manager then!" - ok you do that, he is the one who just turned off the ICF to stop you and your nasty dirty crew making a mess and being general scabs. Arrrgh.

Did I ever post about the guy who wanted his pizza wrapped in 2 boxes and 2 bags because he was afraid it would fall out, then was complaining that the boxes were 'crap' along with the fries which were 'shit'? I can't remember now...