00:05what do you call this mess Kristen I'm sorry what mess the technique you're
00:13using for making coffee you're like a tornado look at this station it's
00:17completely wrong how did someone so incompetent managed to keep a job here
00:22for this long look at how long you're taking with every single order can't you
00:28do anything right I was following the exact procedure we discussed yesterday
00:32during our meeting don't you dare make excuses with me you're a constant
00:37disappointment Kristen I'm this close to finding someone who actually knows how to
00:42do this job properly I understand you want efficiency but I need to follow
00:47proper safety protocols pathetic your work ethic is absolutely pathetic look at
00:54this complete mess you've made of the workstation and your appearance this is
00:59supposed to be a professional establishment start acting like it I oh now you're
01:07going to cry are you kidding me stop being so weak and pathetic crying won't fix your
01:13complete incompetence
01:17that's right run away like a little child who can't take some constructive criticism about
01:24their poor performance good morning welcome to our coffee shop is there anything I can get for
01:36you today I um yes could I just get a muffin please absolutely I'll bring you our freshest muffin right
01:43away we pride ourselves on excellent customer service here
01:53stop being such a baby about everything those tears won't get the work done that
01:58needs to be finished I need a coffee and a muffin prepared immediately for the
02:04customer at the corner table think you can handle something so basic without
02:08messing it up like everything else you touch yes I understand the order good the
02:14customer is waiting and getting impatient any delays will reflect poorly on your
02:19already questionable performance around here make sure you don't embarrass
02:23yourself or this establishment in front of that customer we have a reputation to
02:40maintain
02:41here's your muffin made fresh this morning thank you very much are you all right you seem upset
02:51everything's fine thank you for asking I hope you enjoy your order I I'm sorry I couldn't help but
02:59notice the interaction with your manager it seemed quite intense and unprofessional Emily has very high
03:09standards for all of us she's extremely demanding about maintaining quality you
03:18know it looked like more than just demanding standards from where I was sitting yeah she
03:26assigns me tasks that aren't really part of my job description makes me work extra hours without
03:32proper compensation I feel like I'm constantly walking on eggshells around her and how long has this
03:41kind of treatment been going on several months now and it just keeps getting worse like every week
03:49she humiliates me in front of customers just like you saw gives me impossible deadlines and then
03:55criticizes me harshly when I can't meet them do other employees experience the same kind of treatment
04:01unfortunately yes everyone who works here is afraid of her several good people have quit
04:07specifically because of how she treats the staff the worst part is that I genuinely love working with
04:16coffee I love helping customers and creating a welcoming atmosphere but I absolutely dread coming to
04:25work every single day now have you considered reporting this inappropriate behavior to
04:30someone higher up to who exactly she is management here and honestly I kind of desperately need this
04:39job to pay my bills and support myself what if someone with more authority than her could help you address
04:45this
04:46situation why are you so interested in my workplace problems are you from corporate headquarters or something like that
04:56let's just say I might be more helpful than you think I am
05:02I should really get back to work before she notices I've been away from my station too long
05:07thank you for being honest with me about what you're experiencing here
05:11I have a feeling things might change sooner than you expect
05:21oh you actually know where the creamer goes surprise surprise
05:32how was everything this morning I hope our services met your expectations
05:36the muffin was excellent thank you wonderful I do hope Kristen didn't bother you with any unnecessary
05:44conversation or personal complaints actually Kristen provided absolutely excellent service she wasn't
05:53bothering me at all quite the opposite in fact well that's surprising to hear she has a real tendency to
06:02overstep professional boundaries and make customers uncomfortable with inappropriate personal behavior
06:08to be perfectly honest I've been actively looking for a suitable replacement her overall performance has been
06:16consistently disappointing and unprofessional she's unreliable unprofessional and completely unsuited for customer service work
06:25I don't know how she's managed to stay employed here this long
06:29right I plan to terminate her employment very soon she's just not cut out for this type of work environment
06:36that requires competence
06:37okay you know what that's enough this stops right now excuse me I'm not sure what you mean
06:45I'm Sarah Mitchell the CEO of this entire coffee chain and I came here undercover specifically to investigate reports of
06:54serious management problems at this location
06:57right and I suppose I'm the Queen of England you're what maybe 25 years old CEOs don't dress like college
07:06students and sit alone in coffee shops
07:08would you like me to prove it to you this has got to be some kind of elaborate prank or
07:14joke there's no way you're actually a CEO of anything
07:17here oh let me see this article oh my god you're actually this is really you yes it is and
07:33I've witnessed your behavior first hand for the past hour
07:36congratulations on all your incredible success it's absolutely wonderful having such a young successful woman leading our company into the
07:46future
07:46you know what don't even try it I don't want to see that approach just don't
07:51I want you to understand that I maintain very high standards here it's all about productivity and operational excellence for
07:58the company
07:58what I observed wasn't about standards you publicly humiliated another amazing woman who's been working incredibly hard under completely unreasonable
08:10and hostile circumstances
08:11I want you to explain that behavior to me
08:14look it gets very stressful managing a busy location like this one sometimes the pressure to maintain productivity and meet
08:23corporate expectations gets really intense
08:26you see that's not an explanation for your conduct that's just a weak excuse for inexcusable behavior
08:32I've been under a lot of personal stress lately and maybe I haven't been managing the team as effectively as
08:39I should be
08:39you're terminated from your position here effective immediately you've deliberately created a hostile work environment and demonstrated a complete lack
08:49of professional leadership skills
08:50you can't be serious about this you don't understand what it really takes to run a location like this successfully
08:57I'm completely serious pack your personal belongings and leave the premises immediately
09:03Kristen I am promoting you to manager of this location your dedication professionalism and genuine care for customer service despite
09:14working under these terrible conditions is exactly what this company needs and values
09:20are you being serious right now is this really happening I am completely serious you've earned this opportunity through your
09:28character and your work ethic
09:30this is completely ridiculous and unfair you have absolutely no idea what it actually takes to manage a staff and
09:38run a profitable location like this one
09:40I know it doesn't require harassing and abusing employees on a daily basis
09:45I was maintaining discipline and ensuring quality standards that's what an effective management requires in a competitive business environment
09:54what you were doing was creating a toxic workplace that drives away good employees and destroys morale
10:01this won't look good for the company when people hear about how you treat experienced managers who have been working
10:07hard to maintain operations
10:09you know what I think people will be very supportive when they learn we don't tolerate workplace harassment and abuse
10:16of our valued employees
10:21I honestly can't believe that someone actually witnessed what I've been enduring here and took decisive action to address it
10:29no employee should ever have to tolerate workplace harassment and abuse
10:33protecting our staff members is a fundamental responsibility of good leadership at every level
10:39thank you so much I promise I won't let you down in this new position
10:44I already know you won't
10:46you've proven your character and your capabilities under the most difficult circumstances possible
10:52I'm going to have someone from corporate headquarters reach out to you today about your new management position
10:57we'll talk about training requirements and of course your salary adjustment
11:02I'm still trying to process all of this
11:04feels like um feels like a dream
11:07take all the time you need
11:09you have more than earned a fresh start
11:12and the opportunity to leave this location the right way
11:16and Kristen
11:17keep being the amazing and dedicated woman you are
11:22this company is very lucky to have you
11:24you
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