So last night was ... different, shall we say. I WAS warned that when Kentucky loses, people get cranky, a fact I should already know from my college days as a cocktail waitress!
Also. Sunday nights are already notoriously low tips. I have no idea why - because people already blew their money on Friday and Saturday?
Thus, I've spoken with a few dashers that stopped dashing entirely on Sunday, resulting just this past week on an additional $2 added per trip.
This is both a blessing and a curse, because it means there's not enough dashers on, and those that are will invariably get stacked orders - 1-3 orders together.
As I ended up having to explain to one of the customers who complained about the time, you can bypass this by paying an extra $2 for "direct delivery" and they won't stack you regardless of amount of dashers on, and if they do anyway, then you can ask for a refund. I also explained it's frustrating for me, too, as I lose out on trips.
The thing is, I got into this conversation because the second restaurant was 15 minutes behind, so I always text or call to see if that's an okay wait or they wish to cancel.
And that is what I did here, only the customer didn't answer.
So I texted "My apologies, the restaurant is 10-15 behind and I received 2 orders here. Would you like me to wait or cancel?"
Then, just before I rounded the corner to drop it off, I finally receive a text saying "We see our order got delayed with DoorDash - again. Our food will again be cold."
I assured them that I put their food in an insulated bag, as well as what I said above.
This is why most dashers don't even bother to communicate with them because sometimes they don't even realize the time until you just told them 😂
However, it's just good customer service - and MOST customers actually appreciate that - which is why I have all 5-star ratings, particularly on communication and friendliness - and sometimes they actually up my tip for explaining this to them and sharing in their frustration because I lose trips having to wait.
IMO, this is good customer service, letting the customer know you're on it and you DO care - and it also lets them know that certain things are beyond the dasher's control.
There was another person like that, which is unusual, smoothed that one over, too.
But then the very last delivery of the night, things went nuts.
I was like "Is it a full moon or what?" 😂
Here's what happened.
I get 2 orders for the same restaurant, 2 different customers.
This restaurant, which is usually on the ball and already has the orders ready when I arrive, was way behind - and training a new person on carryout food, to boot.
It became clear to me, and the other 5 dashers waiting there, that the new person was nervous, and wasn't receiving any help at all from other staff (though he never said so).
I texted the customers to let them know this, as I do.
40 minutes later, Mark comes storming in the store demanding to know what the problem is, yelling about how we're losing money.
I told him to please let me handle this - this person is new, we've all been new before - just take a seat.
At that point, I said quietly to the manager, essentially just standing there, staring off into space at the cash register, "Well, we have all been new, I get it - but my husband has a point, we are starting to lose trips and money. Any way someone could help him? I think he may need help and may be just too proud to say so?"
Manager just says "No - he's got to learn to do this himself."
I'm thinking "During dinner rush, when you have 5 dashers already standing here, waiting for 40 minutes for upscale fast food? Allllrighty." - but I say nothing.
Then, while I'm waiting, I call the first customer and tell her the issue, it's going on 40 minutes.
She says "Um - I got your first message and thought it was a mistake, because I didn't order anything from DoorDash. Which card was used?"
I explained I can't see the card number, they don't show us that so no dashers can steal the numbers.
She asks for the address.
Turns out, it was her best friend, using her DD account, with her own card, so it's fine.
Okay, Fire #1 put out.
40 minutes later, the food is finally ready - Fire #2 is put out - or so I think.
Now, we discovered the customer put in the wrong address on the second order.
When she did put in the right one, it was a huge apartment complex and she gave me the apartment number, she gave no info about which building, which entrance, or which way to turn to get to it. Sometimes the apps pins it for you, sometimes it doesn't - so always a good idea to put in this information as a customer.
Thus, we spent 15 minutes trying to find each other in the dark with flashlights, using the phone and the apps to see where each other were lol.
Fire #3, put out.
Fire #4, was essentially Mark, who was going ballistic over lost time and money, estimating we'd lost about $50 bucks over this mess, now mad at ME.
Mark: "God dammit, Chrystal, you were too nice again! I could tell by the looks on their faces, they were like 'Oh, this lady is always nice and patient, she'll wait and be patient." People take advantage of it, and when you finally do blow, this is why it comes as a surprise and people don't get it. I know you CAN fight back, but you wait too long!"
"This isn't just like they got the order wrong, this is lost income because of their incompetence! You need to get in their faces and yell and point and tell them to do their jobs! "
"This is why when you finally do speak up or go off on someone after repeat offenses, they're shocked because it appears to come out of nowhere, when it's actually build-up, because you never said anything before."
Me: "What you want is for me to act like a Karen, after I just stepped over my bounds somewhat already yesterday with somebody? And I'm NOT going to act like a Karen regardless, that's just not me - that's your way, not mine."
"And you do NOT seem to understand that men CAN can do that, but women can NEVER do that - especially in the South, you just refuse to get that."
"Maybe women can in the North, but you can't do that here, especially as a woman. You will be branded a Karen or a crazy bitch, which can happen anywhere, yes - but definitely in the South."
"My grandma used to say you can catch more flies with honey than vinegar and she was right, especially here. You have to sugar coat everything, passive-aggressive is the only language people understand here."
"I tried to explain this to my sister, Kim, at a store here one day, after she tore into a store clerk here, after she'd lived in Chicago for years, after we grew up in Cincy."
"She romanticizes the South and life here, basing it upon childhood visits, but she never actually lived here, especially as an adult. It's a real wake-up call when you actually live here, especially as an adult."
"In fact, I eventually had to squeeze her hand after the horrified looks on the store clerks' faces, and whispered to her to please let me handle the situation - and she still didn't get it, either. "
"Your way - or Kim's Karen way - will accomplish nothing here but NOT getting what you need, dismissed as a crazy Karen, spit in your food, and possibly going viral on TikTok 😂."
Mark: "I don't care what they think! In Detroit, this is the only way to get shit done! I'm gonna drive back to this store now, and let them know how much money we lost, we're not on hourly like they are."
Me: "Oh my GOD, no!"
Mark: "Well, you may not bitch, but I will, They cost us at least $50 bucks we desperately need right now for gas to keep doing this!"
Me: "Okay, let's go after I drop off this last order - BUT - here's my compromise. We go back, but let ME do the talking to practice being more assertive in the moment - BUT it's my way, which is discussion, not tirade - deal? "
"IF you promise to let me handle it, Mr. Detroit, and not to say a freaking word."
So I'm shaking inside doing this, but it was better than Mark doing it, believe me!
So I go in, and the moment I walk in, the entire front line of people of color just stared at me like I was some sort of racist Karen.
Uh-oh - since I'm pretty sure I was nice about it - WTH happened after I left?
So I just smiled and said: "Hi! Is ... everything okay?"
They all seemed surprised, softened, and then smiled and said "Hi" back - appearing confused.
Then they shifted/pointed with their eyes toward the manager.
I see - so they all got reamed after I left - for doing exactly what he told them to do - back off and let the new guy do it all himself so he could learn, though it was dinner rush.
So I asked the manager, again standing at the cash register - doing nothing but staring off into space - if I could have a word - but now within earshot of the others.
"I just wanted to discuss with you what happened tonight, so we can both improve and prevent it happening again in the future, will that be all right? Because as you know, I deliver here all the time and it's normally not like this."
"I don't know if you all know how dashers get paid, many people don't. So we're not paid hourly or by mileage, we only get $2 per trip regardless of distance unless there's a promotion; thus, we rely on our tips rather than hourly, which they can adjust up or down."
"The problem with that is, the customer doesn't know who's fault it is, all they know is their food is late and then we get the blame."
"Now, these orders were a mess for a multitude of reasons, it was a cursed order from the beginning lol - wrong address put in, friend put in an order on another friend's account etc., which isn't your fault; however, waiting 40 minutes on two burritos and chips and cheese did had the biggest big hand in keeping that snowball effect rolling - culminating in loss of over an hour worth of trips worth about $50 bucks, you feel me on that?"
"I'm not mad, I just have a suggestion - it was pretty clear the new person needed help, though he didn't say so. None of us likes to ask for help, but it was clear to me and other dashers that he needed it."
"As you know, I come in here almost every night and you all are on the ball, but everyone can have a bad night. And his trainer, here, she's excellent - smart, funny. And HE'S gonna be great with time, too - but he may need more help right now. Everybody needs a little help sometimes?"
At this point, the girl smiled at me and mouthed "thank you."
Then she leaned back and smiled at the new kid to get his attention to what I was saying, praising him - making it clear that they had gotten reamed over it after I left and that it wasn't me being hard on them - which explained the chilly reception when I returned.
However, realizing that immediately is why I chose to say what I had to say in front of them this time. 😉
The manager said "That's true, I'm a new manager and nobody likes to ask for help. I probably need to recognize that better. "
I said, "No worries, it's all good, we all have learning experiences, myself included - and I know this isn't your usual - just wanting to make sure you knew my intent wasn't to offend or criticize, just offer ways to help us all get this food out in time so we all stay out of trouble lol."
"Hope I haven't offended anyone, just brainstorming about how we can prevent the same from repeating itself."
Then, of course, as I was walking away, Mark comes trotting up there, renegging on our deal to let me handle it, leans over and says something clearly shitty as I was walking away.
THEN I got a snippy, for sure - with Mark! 😂
"Mark? This was my compromise with you versus just walking away VS you going ballistic, so what the hell did you just say? What did he just say to you?"
No one answered me, including Mark, so I still have no idea what he said - because the only response I got from anyone was the trainer girl just winking at me 😂
(The wink meaning both you knew what was up AND the mutual understanding we women have about how men can behave, but women can't.)
So I left, not sure whether to feel proud of myself or embarrassed. 😂
Then again, why am I the only person feeling embarrassed and/or doing all the apologizing?
I must've apologized to both customers like 8 times, despite the fact that none of it was my fault.
It wasn't my fault the restaurant was behind - and I did tell the customers the moment the restaurant told me they were.
It wasn't my fault one of those customers put in the wrong address, then when she did give it, she gave no directions as to which apartment building, which entrance, or which way to go and the app led me to the office.
It wasn't my fault that some girl's friend used her DoorDash account to order food.
And yet here I am, the only one apologizing, bowing and scraping repeatedly, for all of it, as if it WAS my fault!
So in a way, Mark is right - but then again, going all Karen in someone's face about it isn't me and it definitely isn't gonna help.
I have got to find that happy medium for me between being understanding and assertive, after waiting until I can't take one more minute of it and blow, confusing everyone!
Assertiveness is tricky for women in general, but especially in the South - there is essentially just one route - walk away, use humor, even if it's costing you money/time or literally physically hurting you.
I still struggle with that, clearly. Maybe I'll figure it out, someday.
Regardless, even when I feel like I handled something well, why do I still walk away feeling embarrassed for speaking up at all?
I dunno - new question for my therapist 😂