00:05Are you just going to wipe that table all day or are you going to actually do something useful?
00:09I'm sorry. It's my first day and I'm just learning where everything is.
00:13Of course it is. I don't have time to babysit incompetent new hires.
00:17The coffee machine is over there, the cups are over there, and I'm sure you can figure it out.
00:22If you can't, maybe you're in the wrong job.
00:25I understand. I'll do my best.
00:27Your best better be good enough or you won't last a week.
00:37I've never been to this spot. You haven't? No. I cannot believe you didn't come here.
00:43It's lovely. Oh, it is. It's great. Nice outdoor area too.
00:52Welcome to Beacon Coffee. What can I get for you guys today?
00:55Hi. Um, I'd like a medium latte with oat milk, please.
01:01And, um, I'll have a regular coffee. Uh, medium.
01:04Of course. Thanks.
01:10Hey, Veronica. Um, we got an order for regular coffee and a latte with an oat milk.
01:15They won a regular coffee. Even an idiot could handle that. Sounds perfect for you. Make it. I'll do the
01:23latte.
01:24Of course.
01:29No, I-I thought this is-
01:32Thanks.
01:33Thank you. Thanks.
01:39Something tastes off. I think this might be regular milk, not oat milk.
01:44Really? Well, maybe you should say something. I-I know you're lactose intolerant.
01:48I mean, I don't want to cause trouble. Maybe I'm wrong.
01:52No, no. It's not causing trouble. It's a simple mistake. They'll fix it.
01:57I guess you're right. Okay.
02:04Excuse me.
02:06What?
02:07Hi. Um, I ordered a latte with oat milk, but I think I might have gotten regular milk by mistake.
02:15Would it be possible to get it remade?
02:16Are you sure you even ordered oat milk?
02:20Oh, yes. I'm sure. I definitely said oat milk.
02:23Well, I made it exactly as ordered. I never make mistakes, so you probably just don't remember what you ordered.
02:29Uh, no. I'm certain. I asked for oat milk. I always order oat milk.
02:35Customers always try to pull this scam and get free drinks. I'm not falling for it.
02:39I'm not trying to get anything free. I'm lactose intolerant. I genuinely need oat milk instead of regular milk.
02:45Oh, you're lactose intolerant? Do you have a medical note proving that?
02:49I... I shouldn't need a medical note for a simple drink order. This is a reasonable request.
02:55If I remade every single drink that customers claim is wrong, I'd never get anything done.
03:00Half of you don't even know what you ordered in the first place.
03:03Veronica, I can just remake it for her, okay? It'll only take a minute.
03:07Stay out of this and mind your own business. I'm handling it.
03:11Sorry.
03:14You know what? It's fine. I'll just take the drink as is. Thank you anyway. Good, because that's what you're
03:22getting.
03:29What happened?
03:31She refused to make it. She said I was trying to scam them and was being really rude about it.
03:36What? That's completely unacceptable. You have a real dietary restriction.
03:41Please, just let it go. I don't want to make this worse.
03:44No, this isn't right, Lisa.
03:48Excuse me.
03:50I... No.
03:53Excuse me.
03:56What do you want now?
03:57My partner has a legitimate dietary restriction. She simply asked for her drink to be remade correctly.
04:03The way you handled that was unprofessional and disrespectful.
04:06I don't need a lecture from you about how to do my job.
04:10I'm not lecturing you. I'm asking you to show just some basic customer service.
04:14The customer isn't always right, despite what people think. Sometimes customers are wrong.
04:19Well, in this case, she's right. She ordered oat milk. She didn't get oat milk. That's a fact.
04:25I don't believe that. And I'm not remaking anything.
04:28Okay. Is there a manager I can speak to about this?
04:31I am the manager, so good luck with that.
04:34Then I'd like to contact corporate so I can file a complaint.
04:37Are you threatening me?
04:39I'm not threatening anyone. I'm going to report what happened here today.
04:42Go ahead. Report it. Nobody cares. Nobody ever does anything about complaints.
04:47I've been manager here for five years. I've never been disciplined once.
04:51So, your little complaint will go nowhere.
04:53Well, we'll see about that.
04:55You know what? If you and your girlfriend are going to cause problems, you two can leave right now.
04:59Okay. We paid for our drinks. We have every right to be here.
05:03Not if I ban you from the premises, which I'm doing. You're banned.
05:08I can still remake the drink.
05:10If you speak up one more time, you're fired on the spot. Do you understand me?
05:15Entitled customers like you ruin the service industry.
05:18You think you can just walk in here and make demands and threaten people's jobs?
05:22Okay. Entitled managers like you ruin businesses.
05:25You're supposed to serve customers, not bully them.
05:28Get out. Right now.
05:29I'm not leaving until someone takes responsibility for this situation.
05:33Fine. I'm calling the police. I'll have you removed for trespassing.
05:37Ethan, please. It's not worth it. Let's just go.
05:40Lisa.
05:41Please. I just want to leave.
05:44Okay. For you.
05:46That's what I thought. Run along now. Maybe next time you'll think twice before wasting my time with your fake
05:52complaints and fake allergies.
05:54Veronica, what you just did was completely out of line.
05:57What did you just say to me?
05:58I said your behavior was inappropriate and wrong. You treated them terribly.
06:04You have some nerve speaking to me like that. On your first day, no less.
06:08Someone needs to say it to you.
06:10Fine. You're fired. Pack your things and get out.
06:14You can't fire me.
06:15Can't fire you. I'm the manager. I can fire whoever I want, whenever I want.
06:21Actually, you can't.
06:22What are you talking about?
06:27Jordan Chen, CEO of Beacon Coffee Company, the chain that owns this location and 47 others across the state.
06:35This, this is some type of joke, right?
06:39It's not a joke. I do undercover visits to our locations periodically to see how things really operate when corporate
06:48isn't watching.
06:49And, you know, I've seen more than enough today. Your treatment of these customers, your refusal to correct a simple
06:57mistake, your threats, your hostility, all of it, Veronica, it's grounds for immediate termination.
07:04I was just enforcing policies, maintaining order, stopping people from taking advantage.
07:10There's no policy that supports treating customers the way you treated these two. Your behavior was so abusive and you
07:18created a hostile environment.
07:20I've been with this company for five years. I've always done my job. I never.
07:24Doing your job means serving customers with respect and dignity, which you clearly haven't done. Not today. And I'm guessing
07:33not for a long time.
07:35You can't do this. You can't fire me based on one incident.
07:38It's not one incident. You've been behaving this way for five years and no one stopped you. That ends today.
07:45I demand to speak to HR. This is unfair. You were pretending to be someone else.
07:51You're welcome to contact HR, but the decision is final. You're terminated. Effective immediately. I need your keys and, well,
08:00you should be wearing your name tag. Just your keys.
08:03This isn't fair. It was one mistake. Everybody has bad days.
08:08This wasn't a bad day. This was a pattern of behavior and it stops now.
08:15Fine. You'll be hearing from my lawyer about this.
08:18You're welcome to contest this through the proper channels, but the decision stands.
08:27I am so sorry for what you experienced here today. That was unacceptable.
08:32So, you're really the CEO?
08:35I am. And I promise you, what Veronica did is completely against everything our company stands for.
08:41Well, thank you for believing in us and for stepping in.
08:44You shouldn't have had to go through that, you know?
08:47Guys, please sit down. Let me make this right.
08:51One latte with oat milk made correctly this time.
08:55Thanks.
08:56Hey, I'm glad we stayed.
08:57Me too.
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