T&T: Ignoring

Let me just start of by saying two things. One, I know you do not like being upsold to. And two, I can be kinda petty.

At my restaurant we have special coffees that we are always upselling, or suggestive selling. Upselling is suggesting or asking the customer if they want to get or upgrade something, that is usually more money, with their order. And we ask. Every order we ask. If I'm taking orders, I will ask. If someone else is taking orders I will be listening in and giving tips on HOW to upsell, encouraging them TO upsell, and reminding them when they didn't. To be fair, they would be doing the same to me.

Now, how do I know that you do not like to be upsold? I can read minds.

OK no, I can't read minds, really. I know because of one reason. You tell me, in one of two ways. A customer will either go: "No thank you" "Hell no" "Stop asking me" "No bleeping way" "Did I order that?" "Just what I ordered." All of these are responses I get from people. Did you notice that only one was polite. Ya I did too.

The other way people tell me they do not want the item I am upselling is by...NOT...telling me. They flat out ignore the question. This is where my pettiness comes in. You see, I am trapped in a tiny little room for eight hours a day listening to diesel engines, emergency sirens, crosswalk lights, barking dogs, traffic, mumblers, children ordering from the passenger seat, accents, and people yelling at me over the headset, sometimes all at the SAME TIME. So, if someone is going to be rude and not answer a question, I do try to let it slide. But I usually fail at that.

On the bright side, I'm usually nice in my pettiness. I can't say the same for others.

Now, there are three ways people usually ignore being upsold to. Silence, continuing on as if they didn't hear, and driving away. Here's how I deal with them (maybe this has been you...)

Silence
Me: Would you like to try our specialty coffee today?
Customer: ....................... Obviously if they don't answer, I'm gonna forget that I asked.
Me: I'm sorry I didn't hear that.
Customer: ......................
Me: I'm sorry, was that a specialty coffee?
Customer: NO! See, how hard was that?

Continuing
Me: Would you like to try a specialty coffee with your meal?
C: And I'll have a fish burger, and a large fries, aaaaaaaaaaaaaaaand an ice cream. To be honest maybe they really didn't hear.
Me: Okay. Sorry, but did you want the specialty coffee with your chicken meal?
C: What's my total? I don't know, you haven't answered my question
Me: I can't check until I know what drink you're having with the meal. Would you like to try a specialty coffee? I'm not lying, my till doesn't let me total an order until a drink is punched in, if I have a meal punched in.
C: No, coke. Again, not that hard.

Driving away
Now this one. This one is my personal favourite. Because the other two maybe, just maybe, the customer has not heard me. I mean the traffic is loud, their music is playing, it IS feasible they didn't hear. This one though, is just rude.

Me: And would you like to try a specialty coffee today? If I get the whole sentence out in this one I'm doing good.
C: *drives away* Okay, you wanna play like that.

I wait until they get to my window. Then, with the biggest sincere smile I have, and in the most understanding apologetic voice I have:

Me: I'm sorry, I didn't hear you're answer before you drove away. Was that the specialty coffee?

See, there really is no way around it. I know you do not like it. I personally sometimes don't like upselling either. But it's my job. Its what I get paid the small bucks for. If you don't like it, I would say eat at home - but the grocery store clerks upsell too. All I ask, is that when I upsell to you, that you just say "No" or "No thank you" in a calm voice that won't burst my eardrum. And not just ignore the question.

Oh, did I mention that I can read minds? But I'll cover that later.

The Girl Behind the Microphone.