observation essay

I came across this situation between a Chilis employee and a guest. I walked in through the to-go area, to pick up an order. As I approached the register I noticed a lady just standing there on her cell phone ignoring the to-go specialist. Since she was there before I was I kindly waited til she spoke to the young man.
I heard him say repetitively “hi, welcome to chilis” in the most friendliest tone ever. The lady was standing with her one hand on her hip and continued to have her conversation on her phone. The young man opened the register and began to count the money inside it. After he called her once again welcoming her, but at this point he was a bit agitated and you could tell within his voice. The women finally hung up her phone, yet still made no eye contact with the young man. She looked around the area grabbed a to-go menu, while glancing she said her name and was wondering why her order was taking so long.
Already frustrated with the phone call she just had, she just decided to take it out on the young man. Blaming him for getting her food late, according to her it was horrible service. Aggravatingly yelling “where is your manager, I demand to speak to him!” with her hands in his face. He calmly said “yes ma’am, I’ll go ahead and call him over here.” The manager approached both of them and asked what the problem was. The women went off saying he was rude because he ignored her presence, never welcomed her, nor asked for her name. Rolling her eyes claiming the employee was on his cell phone, texting people instead of doing his job. The Chilis manager apologized and to please the guest he gave the women a discount as well. After everything was taken care of she put on her black sunglasses and as she was walking away she turned around and impolitely told the employee “thank you for the horrible experience!”
When I went up for my order I made sure I helped the young man clear his name. he did his job, and he did it very well. The woman was obviously