Waitsfield, Vermont

Sunday morning last, I awoke at 5:16 AM in a “no tell” motel near Seneca Falls, NY. I showered and packed in something quicker than a jiffy, checked out and headed out, towing Tag-A-Long; singing happy little homecoming songs. My GPS predicted I would arrive home at 11:52 AM.

There was not a place open for food or gas as I sped up the state road to the New York State Thruway. I got my toll ticket and drove east; following my heart rather than Horace Greeley’s advice.

I knew I would have to stop along the Thruway and get some nourishment for me and my car. New York Thruway rest areas are one giant economic GOUGE. The first rest area featured the Golden Arches among other culinary un-delights. I ordered two breakfast burritos.

The young guy taking my order was truly pleasant. As well, his shirt was just barely tucked in, all the way around. It had multiple spots on it. But, I would have to say he tuned to people as well as any order taker I have seen in a McDonald’s franchise. He was simply a nice kid. He told me my two burritos would cost $3.58. I uttered a startled, “Ouch! Three days ago in Chagrin Falls, Ohio I paid $2.12 for the exact same thing.” He was just sweet, and he meant it, when he responded, “I’m sorry, sir. It must be New York taxes.”

As I waited for my order, the shift supervisor appeared from the food prep area. She took one look at my order taker and lit into him. “Who do you think you are? You’ve got a soap bottle hooked in your pants pocket. Your shirt is dirty. Tuck it in! You never appear in front of customers looking like that. If you want to do maintenance, then, by God, I’ll put you there. But, with customers here you look like hell. Do you get me? Okay?” She kept up with her mini-tirade for another minute or so.

My order came, he gave it to me. I leaned over and said, “I’m sorry. She had no right to treat you that way in front of me, a customer.” He smiled his thanks, and I turned to leave.

Then I said to myself, “What the hell! I’m going to give her some of her own medicine.” She was still standing there, fuming.

I turned back, and in a good strong voice (so the three employees up front would hear me), “Excuse me, ma’am, but you were just out of order!” There were no customers there, just me, the three order takers, and this exasperated shift supervisor.

I went on. “I’ve been working in leadership and management development work for well over 25 years. It is a cardinal rule of supervision that a leader never ever dresses down an employee in front of other employees, or, for that matter, in front of a customer. You just violated that rule, and embarrassed a perfectly good employee in front of me. I decided to violate that principle and give you some of your own medicine. I bet it doesn’t feel very good. I want you to think about how it feels to have this happen in public. Next time, I hope you have this type of critical employee feedback conversation in private.”

She didn’t say a word. She looked pretty hurt and angry. The three “front of the house” employees were looking at me with slight grins, and “thank yous” in their eyes, if not on their lips.

I walked out, happy as a lark, clutching my bag of breakfast burrito’s, and humming happy little homecoming songs.

My GPS time-of-arrival prediction was slightly off. I pulled into the driveway two minutes ahead of time. Unburdening in that McDonald’s franchise must have lightened the load!