"can i speak to your manager?"

those six words are some of the most dreaded words to come out of a customer's mouth. the worst is having to reply "i'm the manager. how can i help you?" more often than not, it's a complaint. it's definitely not someone taking their time out to compliment someone. (that does happen sometimes, but not enough in my opinion.)

last night, we hosted a "halloween spooktacular" and several of my associates and supervisors dressed up. yes, me too. i was a panda. ( actually, i looked more like a robber dressed in a panda costume. sadly, no photos were taken. :) they were lost in the fire. ) anyhow, one of my baristas wore a kickass ninja outfit to work that night. i'm sure you can guess what may have happened....

"can i speak to a manager?"
"i'm a manager."
"are you aware that a gentlemen in your cafe is in a costume that is very offensive?"
"which costume, the ninja or the pirate?"
"he's a ninja? well, he looks like a terrorist. was there some kind of party? it scared my daughter."
"i'll take care of it."

after spending half the night praising his costume, i had to ask him to take off the mask. i could tell that she was one of "those." one who would make my life a living hell. it pissed me off and broke my heart. it was a definite let down after a very fun event.

sometimes, i hate those SIX little words.

i have to think of some creative answers to that question.