00:03I need you to prepare something very specific for me today,
00:06and I need it done quickly.
00:07Oh, hi.
00:08Good afternoon.
00:08I'd be happy to help you.
00:10What can I make for you today?
00:12I need a custom dish with truffle oil, imported gruyere
00:16cheese, fresh basil from Italy, and those specialty sun
00:20dried tomatoes, OK?
00:22It's for a very important gathering this afternoon.
00:26I'm so sorry, but those specific ingredients
00:29aren't a part of our regular inventory.
00:31We would need a special order for those items in advance.
00:34That's completely unacceptable.
00:37I'm an influential mother in this neighborhood,
00:39and I have a gathering of equally important women
00:42scheduled for later today, OK?
00:44I need to impress them with something special
00:46from this establishment.
00:48This is extremely important for my social obligations.
00:52I completely understand how important your gathering is.
00:56Unfortunately, specialty ingredients
00:58like truffle oil and imported cheeses
01:00require advance notice for ordering.
01:02I would be happy to suggest some wonderful alternatives
01:05from our current menu that might work perfectly for your event.
01:09No, no, no.
01:10You don't understand.
01:11I thoroughly researched your website before coming in here.
01:14I saw exactly what I wanted listed online.
01:18OK, how hard can it be to get a few simple ingredients?
01:21This is a coffee shop, not some exclusive restaurant.
01:27I appreciate that you did your research on our website.
01:30And while we do mention some specialty items online,
01:34they require a 24 to 48 hours advance notice for ordering.
01:38This policy ensures freshness and availability,
01:40while helping us manage inventory costs as a small business.
01:44This is absolutely ridiculous.
01:48I demand to speak with your manager immediately.
01:53Someone with actual authority will definitely override these absurd policies.
01:59A person in my position in this neighborhood shouldn't have to deal
02:02with this kind of unreasonable treatment from staff.
02:05Um, while I'm working alone today and there isn't a manager available on the premises right now,
02:11I would be more than happy to help arrange a special order for you for a future date.
02:16Um, or I could suggest some delicious alternatives from our current menu
02:19that might work wonderfully for your gathering.
02:22This is completely unacceptable.
02:25I'm going to do something about the situation that will have serious repercussions for you
02:30and this establishment.
02:32You have no idea who you're dealing with or what kind of connections I have in this community.
02:38I'm calling my husband right now.
02:40He's extremely influential in this entire neighborhood
02:43and he will immediately resolve this completely unacceptable situation.
02:49You're about to learn how things really work
02:51when you refuse to accommodate people of importance in this community.
03:00Lindsay, what is it? I'm in the middle of a meeting.
03:03Honey, I'm at that coffee shop on Main Street
03:06and the waitress is being completely unreasonable.
03:10She's refusing to accommodate my simple request.
03:13I, I need you to call the owner or the manager and explain that I require special treatment.
03:20This is for the mother's gathering this afternoon.
03:24Lindsay, I'm extremely busy at work right now.
03:27I cannot deal with your trivial problems about coffee shop service, all right?
03:30Figure it out yourself. I don't have time for this nonsense right now.
03:34But you don't understand how important this gathering is.
03:36I need to impress these women and the waitress won't help me.
03:40Lindsay, handle your own problems without bothering me during work hours.
03:44I'm hanging up now.
03:45Wait, you can't just dismiss the situation.
03:47I need your support and influence to resolve this matter immediately.
03:50I said I'm busy. Deal with it yourself or go somewhere else.
03:54Stop calling me about these ridiculous issues.
03:56How can you be so unsupportive?
03:59This reflects on both of us in the neighborhood social circles.
04:02Okay, look, I'm hanging up now, Lindsay.
04:05All right, don't call me back about coffee shop problems.
04:09This is unbelievable.
04:11Even my own husband doesn't understand the importance
04:13of maintaining social standing in this neighborhood.
04:23Hello, Lindsay. How are you today?
04:26Diana, thank goodness you're here.
04:29You won't believe the unreasonable treatment
04:31I've been receiving from this waitress.
04:33Unreasonable? What happened?
04:36Did something go wrong with your order?
04:38Yeah, everything went wrong.
04:40I came in here with one simple request,
04:42and instead of helping, I was met with resistance.
04:47Can you imagine?
04:48That doesn't sound like Julia.
04:50She's usually very accommodating.
04:52What exactly did you ask for?
04:54She absolutely refuses to accommodate my simple request
04:58for specialty ingredients for this afternoon's gathering.
05:01It's completely unprofessional.
05:03Specialty ingredients for today?
05:06Lindsay, that sounds last minute.
05:08Last minute?
05:09Diana, please.
05:11Someone in my position shouldn't be forced to plan
05:14days in advance for a community gathering.
05:16It's absurd.
05:18We actually encourage everyone to call ahead.
05:21I've handled dozens of special requests, but always with notice.
05:25Otherwise, I'd be failing other customers.
05:28Don't twist this around.
05:30A good business adapts to its clients.
05:33What's the point of a cafe if it can't provide what people need?
05:36I've explained how important this gathering is, and you simply won't make any exceptions to help
05:42influential neighborhood mothers like us.
05:45And if I had caved, other customers waiting would have suffered.
05:49That's not fair to them either.
05:51Other customers?
05:53Really?
05:55Do you know who you're speaking to?
05:58My gathering set the tone for this entire neighborhood.
06:02What exactly were you requesting, Lindsay?
06:05Truffle oil, imported gruyere, fresh Italian basil, and specialty sun-dried tomatoes.
06:11Okay, basic ingredients for someone in my position to request from a local establishment.
06:17Basic?
06:18Those are hardly basic.
06:20That's a gourmet shopping list, Lindsay.
06:22Exactly.
06:23Look, we stock local cheeses, herbs, and oils, but not imported truffles on demand.
06:28That would require a supplier order.
06:31Then why stay in business at all if you can't meet the needs of your wealthier clientele?
06:36Do you want me to take my money elsewhere?
06:39I would prefer to keep your business, of course,
06:42but not at the cost of breaking policy and mistreating my staff.
06:46I had to place my special order two days ago for pickup today.
06:50That's how it works, Lindsay.
06:51You placed an order and she filled it?
06:56So she's willing to bend rules for you, but not for me.
07:01No bending of rules at all.
07:03Diana followed them.
07:05She called ahead.
07:05That's the only difference.
07:07She's absolutely right about the advance notice requirement.
07:10That's standard practice for specialty ingredients at any food establishment.
07:15But surely they should make exceptions for
07:17important customers who contribute to this neighborhood's economic vitality.
07:22Lindsay, Julia has done nothing wrong here.
07:25She's following appropriate business procedures that ensure quality and manage costs effectively.
07:31I successfully placed my special order by planning ahead and following proper procedures.
07:37The system works perfectly when customers are reasonable.
07:40This is absolutely ridiculous, okay?
07:44Both of you will regret not accommodating someone with my level of neighborhood influence and social
07:52connections.
07:53I have significant influence in our social circles and there will be consequences for this treatment.
08:00Actually, Lindsay, I need to inform you that you are banned from this afternoon's mother's gathering
08:06until you can demonstrate improved behavior.
08:10Your consistently rude treatment of service workers has been discussed extensively among the other mothers
08:16and we've decided action is necessary.
08:18You can't be serious.
08:20You don't have the authority to exclude me from neighborhood social events.
08:24I'm the one organizing today's gathering, Lindsay.
08:27Your behavior toward waitstaff, store clerks, and other service workers reflects poorly on our entire group.
08:34This is completely unfair.
08:36I'm being persecuted for having standards and expectations of quality service.
08:42Having standards doesn't mean abusing people who are doing their jobs professionally and correctly.
08:49This neighborhood will hear about how I've been treated today.
08:53Mark my words about that!
08:57Thank you so much for saying that.
08:59I really appreciate your support during that difficult situation.
09:03You handled that beautifully.
09:05Most people would have lost their patience much sooner than you did.
09:08I'd like to pick up my special order now, please.
09:11Should be under the name Diana Richardson?
09:14Of course.
09:18Everything was prepared fresh this morning according to your specifications.
09:21Thank you for your attention to detail and excellent service.
09:25I want to do something to acknowledge your professionalism under extremely difficult circumstances today.
09:33This is a small token of appreciation for maintaining your composure and
09:37providing excellent service despite Lindsay's inappropriate behavior.
09:41You really don't need to do anything additional. I mean, your support was more than enough.
09:46Please. I insist. Open it.
09:52Five hundred dollars?
09:55I'm sorry I can't accept this. This is far too generous for just doing my job.
09:59You went above and beyond by remaining patient and professional while being verbally abused
10:04by someone who should know better.
10:07This is so incredibly kind of you.
10:11I don't know how to thank you properly.
10:13Just keep being the excellent employee that you are.
10:16This neighborhood needs more people like you.
10:19And remember, Lindsay's behavior today was completely unacceptable
10:23and doesn't reflect how most of us feel about the hardworking people in our community.
10:28Thank you again for everything.
10:31Your kindness really means the world to me after such a difficult encounter.
10:34You're very welcome. Have a wonderful rest of your day.
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