When your service is really good. It never hurts to let management know when they’ve hired someone who knows what they are doing.
As long as no rules were broken to do so. Don’t go bragging to the manager that an employee did something they weren’t supposed to just to help you.
when the person behind the counter has absolutely no say in whatever policies they’re being required to enforce, the manager is just using them as a scapegoat
I’ve begun using, “if you don’t have the authority to help me, please transfer me to someone who does.”
When you demand a pay rise. Preferably your own manager.
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When they say “I can’t do that without a manager’s approval” in response to your service query.
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When you know the manager personally and just need to chat but can’t find them.
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When an employee has seriously fucked up.
- when someone has gone above and beyond to offer great service.
this is the one I use most.
I did this at a restaurant on the way out, stopped a guy and asked if he was the manager. He immediately got a look of terror in his face as he said yes.
I told him I just wanted to compliment the waiter…
Rarely, but:
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if whatever needs to be done actually requires the manager (refunds or such)
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if the person you’ve been trying to resolve the issue with is being obstinate, dismissive, or rude
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if something actually illegal is occuring (i did this once when I noticed that a gas station was charging more than their listed price on the sign, guy immediately fixed it and comped me my fill cuz that’s super illegal)
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if workers are jeopardizing safety of other people. Don’t tell the worker to stop, get a manager to do it and note that they’re doing something unsafe.
And, most importantly:
- when you catch an employee smoking a joint outside and they refuse to share
