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diva In 2012 I plan to be a diva ...

 

 

 

 

I learnt a major life lesson recently. And it involved steak, mashed potato and a mariachi band. Sort of. In a way. Stay with me.

A few months ago I spent seven weeks on the road, traveling around the country doing a series of author-speaking engagements in regional shopping centres. I know. Look out J. K. Rowling, I’m coming for you. One food court at a time.  But the truth is the whole experience was terrific.

Hold the phone. What?

You’re thinking that spending hours in airport lounges, on planes, in taxi queues and in shopping centre food courts alone would be – what’s the word? – oh yes, horrible. I mean you can only kill time playing Angry Birds for so many hours before you become an Angry Bird yourself. But I wasn’t alone.  I was lucky enough to be traveling with another speaker; an inspiring, hilarious, clever woman I’ll call Jaula. Jaula Poye. Ahem.  So the whole crisscrossing the country experience was like a Girls Own Adventure.

And so it was that in between the laughter, the story-swapping and the quick-we’ve-got-five-minutes-to-spare-lets-go-look-in-Witchery, I ended up learning a major life lesson from Jaula. And it was this: I need to start ordering off the menu. It’s an expression (if you haven’t heard it before) which means being confident enough to order something that’s not listed on the menu. So you order OFF the menu.

Let me explain.

After our first long day of traveling, Jaula and I arrived at our hotel in Far North Queensland exhausted. We each staggered to our room, pledging to meet up for breakfast. But as I turned the handle on my hotel room door, I was greeted with a mariachi band in my living room. At least it sounded like they were in my living room. They weren’t, of course. My room (and Jaula’s room too for that matter) happened to be directly across from a local park where an outdoor festival was in full swing. Good times. Or not, really.  It was late. I was bone tired. All I wanted to do was go to bed. But La Cucaracha was ringing in my ears. So what did I do? I muttered all kinds of horrible things about the hotel, put a pillow over my head and attempted to go to sleep. It took me a while.

The next morning having breakfast with Jaula, I asked her how she managed to sleep with the band playing.  Her reply? Easily. She’d asked to change rooms.

She’d. Asked. To. Change. Rooms.

She may as well have told me she put on a ballet tutu and went on a date with Bob Katter.

And so it went.  When a cold coffee arrived, it was – in the politest possible way – sent back.  And when we went to a fancy-schmancy restaurant whose menu didn’t quite offer what she wanted – I watched Jaula order off the menu. Nothing fancy. I’m talking a basic steak, mashed potato and steamed vegies not caviar and champagne.

Many of us – particularly women – live our lives not wanting to be seen as difficult. After all, better to eat a ho-hum meal, drink a cold coffee, put up with a mariachi band in our hotel room than have people think we’re a diva.

But there is a difference between speaking up and being a pain in the butt.  You can ask for what you want, have a voice, without being a prima donna.  And this ‘be nice at all costs’ attitude has far more serious repercussions than a cold coffee. In his best-selling book, The Gift of Fear, world-renowned security expert Gavin de Becker talks about how a woman’s fear of being seen as rude or judgmental can make her vulnerable to attack.  Even if someone gives us the creeps or a bad vibe, women tend to let them into our personal space rather than appear rude.  Someone offers to carry our shopping to the car for us? Sure.  Wants to use our phone? Absolutely. Offers us a lift home from a work function? Of course. Every part of us is saying “no” but our fear of looking rude makes us say yes.

What women call “being a diva”, men (to their credit) call “getting on with things”. It’s called living your life. Being true to who you are.  It was a reminder to me to always send back the coffee. Or the creep.

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145 Comments so far

  1. Jess C

    I HAD to find this post and comment because something I did yesterday was totally inspired by it. :D

    Bought a pair of nude heels from Nine West in late September. Loved them, but hadn’t had a chance to wear them because I’m hibernating while saving for an overseas trip. I noticed a month or so ago that they were coming up with obvious black marks on both shoes so they were rendered unwearable anyway.

    Had thrown out my receipt so thought I would just forget about it and deal. This week I was thinking about it and took them in to see what they could do for me. I spoke to the manager and she pulled my receipt and said since it was a sale item all she could really do was get the same shoe in from a different store for me.

    At the time I figured that would be fine, even though I had been hoping for a refund, but over the course of the day I thought about it and realised I would prefer a refund. Cue look on ACCC website on phone – yep faulty products should be refunded even if on sale. So I went back in there, spoke to a new girl, was super nice about it (I work in retail so I know you don’t get anywhere if you are agressive and negative) but said I was entitled to a refund and that was what I would prefer.

    And they did it. I’m soooo not the type of person to do that, but it felt good to get what I was entitled to. :)

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  2. Pingback: Does being determined make me a Diva? « Bespoke Portraiture

  3. Leanne

    She. Asked. To. Change. Rooms.

    Oh my good goodness! So simple yet I certainly would NEVER have thought of it!

    The most outrageous thing I’ve done at a fancy schmancy restaurant is to order dessert first.

    I think I might just have to think about this some more! :)

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  4. coaster

    My friends and I all like our coffee really hot and no one makes it like that anymore. So we always smile sweetly and very politely ask if they can make it extra hot,and we tell them we don’t care if they “burn” the milk etc etc …..and 9 out of 10 times it still comes out not hot enough for us. So we then very politely smile and ask them if they would at least microwave it a bit so it is hotter….. some people are fantastic and make it however we want but others are so rude and condecending and refuse to make us what we ask for. We do walk with our wallets as we don’t usually go back to the places like that.

    Sometimes I think we’re being pains in the ass but then I can’t really see why it should be a problem to make my coffee how I like it…it’s not like I’m asking for different ingredients etc …just a bit hotter than normal.

    We love going out to cafe’s but it’s becoming very difficult :) None of us like complaining so mostly we just don’t go back…..so any baristas out there? Are we being unreasonable ?

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    • Anonymous

      I used to work in a cafe, and yeah asking for it ‘extra hot’ is essentially asking for burnt milk.

      It may not seem like a big deal to you but it can damage the equipment… burnt milk on metal is quite hard to remove and it taints the taste of all the milk after it. Also, it is just genuinely not meant to be that hot and its not the ideal working environment for the equipment, or the poor barista who has to cop a face full of the smell of burnt milk. It smells awful!

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      • coaster

        Ok I do feel better now someone’s given me a genuine reason. Everyone just rolls their eyes usually. I still do like my coffee xtra hot though :)

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        • Kris2040

          Why do you like it extra hot? I don’t drink coffee, so I don’t know how it would affect the taste etc.

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          • coaster

            I don’t mean boiling hot so it scalds your tongue or anything – just hot so I can drink it slowly like a cup of tea….that’s the way I like any hot drinks.

            The temperature they serve it at in most cafes is sort of just medium warm and you can drink it in about 1 minute flat rather than sipping and savouring it :) To me it tastes like I’ve picked up my half cold coffee and had a mouthful – just not as enjoyable as when it’s nice and hot.

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    • ink

      I am exactly the same, I always ask for ‘extra hot’ and its a complete waste of time because it never is and I always end up asking for it to be microwaved. Sometimes they’re ok with that, sometimes they look at me like I’ve just asked them to cut their arm off right there in front of me!

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  5. Jess

    Being gluten intolerant and allergic to dairy, I am pretty much a pro at quietly ordering off the menu! I have found if you ask with a smile and as politely as possible, most establishments are happy to meet your needs =). And those who aren’t just wont get my service. I agree though. we need to speak Up. We need to not be afraid to speak up. Why put up with *your lot* as it were, If you can improve it with a smile and a please and thankyou?
    Last year I started speaking my mind, and saying yes and no when necessary, and basically living an authentic life. I wont lie, I have lost friends. Apparently they preferred Jess the Doormat to Jess – the person who will say I am sorry, I cant. But I am mostly happier now (bit lonely! haha, doormats seem to have more friends!). Got to be authentic.

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  6. mandywill

    I just did this yesterday! I’m getting better and better. It depends on the situation but I can actually be quite feisty..but nice, always nice.
    So yesterday, a quick trip to the library turned out to be a treat myself to an Op Shop spree and lunch at a Cafe (taking advantage of my partner being at home). The warm chicken salad I ordered was delicious but I kept on coming across these little pieces of brown. I tasted one, couldn’t quite place it, tasted another – was it some kind of bread that’s gone mushy? I checked the ingredients on the menu and it was…gag… the avocado. I was actually picking them out of the salad as otherwise I was enjoying it, and there didn’t seem to be too many. Then I thought, What the bleep am I doing? I paid $14 for this salad! I told the waitress and I was really nice about it. She of course offered me a fresh salad and I was ready to suggest I should get my coffee for free too but didn’t, I kind of expected her to offer that. Unfortunately I was charged full price for everything which means I just won’t go back there…It’s in Brunswick so there are plenty more to choose from!

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  7. Petal

    I have an ingrained fear that if I send back a meal/coffee I’ll get a short tempered cook who will spit in my mashed potato. Thats why I put up with inadequate meals. This fear, of course, comes from those stories of teenagers working at Maccas.

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    • Kitten

      Keep that fear ingrained I say, at least regarding food (coffee you at least get to watch being made). I’ve a number of friends/acquaintances who have first hand knowledge of this happening. If I send something back I’d rather just politely request my money back and go somewhere else.

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    • Lovena

      Me too! I always have that fear too! I only worked front counter at Maccas so don’t know how true that is BUT was once told an awful story about “sauce” being added to a burger in a competitor store (chicken based one that I shan’t name). One of my friends is always so Sally (When Harry Met Sally) about her order that we joke about what the secret ingredient must be…

      Completely wrong.com but it’s an irrational fear just like my fear of locusts and crickets! Urgh!

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  8. Mooner

    I agree with what a few people have said below: speaking up in a polite manner when something is not right is a good thing (done POLITELY!).

    However, ordering something that is not on a menu seems more like being a pain in the butt to me! If someone came to my house for dinner, everything was prepped and ready to go, and then they said 15 minutes before we were about to eat that they don’t like/can’t eat what I’m serving and could I whip up some steak and mashed potato… I would lose it (internally)! I know that in a restaurant the person is paying for it, so it’s slightly different to having dinner guests demand alternative food, but I think the feeling in the kitchen would be pretty similar: they spend hours prepping the ingredients for the meals that are ON the menu so that service goes smoothly. OFF the menu requests must throw a major spanner in the works.

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  9. elli

    Usually I’m pretty meek but often order off the menu, to a minor extent.

    I’m very gluten intolerant so love cafes that do all day breakfasts – a lunch menu is too often breads, crumbed things and pasta, giving me a choice of one or two salads. I always ask if they have gluten-free bread (partly in case they do and partly to let them know the demand for it exists) then ask for scrambled eggs/omelette/whatever “no toast”. It’s never a problem and sometimes they give me extra grilled tomato instead. :-)

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  10. Anonymous

    ‘Being a diva’, i.e. speaking up at appropriate times was a revelation for me. I recently sent back banana bread because it was badly burnt – a major win. It’s better to speak up than get bad service or be treated badly and then quietly resent it!

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    • mandywill

      I know! The crappy feeling of paying (very often OVER paying) for food that’s not up to scratch far outweighs the noivous feeling of speaking up…for me at least :)

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  11. Faybian

    I was in hospital for over a week in 2010 and received some interesting care. I filled out a feedback form, listing the less than optimal care and mentioning the good care as well. It was particularly hard as I didn’t want to be a whiny nurse (who can be notoriously difficult as patients) particularly as I knew how feedback is often given back to the nurses. It made me appreciate the excellent care I received both medical and nursing at the prince of wales private (in randwick) late last year. It can be hard to complain, but like this article I think it’s all in the way you do it.

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  12. Lovena

    My friend and I were sent on an errand to buy chops and some meat for curry. We were told to go to this new halal place instead of our local IGA (Saturday night so not too many options over here). We didn’t think much of it as neither of us really eat meat (unless it’s mince) so haven’t shopped for actual meat in years – we’d eyed off what we were supposed to buy and were standing at the counter whilst the man behind the counter was having a chat to another guy. We waited patiently, didn’t know if the two men were involved in a sale or not (weren’t speaking English) and I got fed up and just politely (but in a no nonsense alpha female type of way) go “Hi, can we buy some meat please?” and just grinned. The guy *got* the point…That we were there to spend money!

    I don’t know if it’s because we were the only women in the store, I don’t know if it’s a cultural thing or if it was just that attendant but when I worked at Maccas as a teen back in the ’90s, I’d have been given a bollocking if I’d prioritised having a gasbag over paying customers.

    When I’ve gone back to my country of birth for holidays, the traders (mainly Indian, Chinese, East African) would serve you quick smart! Same thing in Indonesia and in India. Great article and Jaula *cough* Poye? Bah huh huh huh! Classic!

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    • Leanne

      I think disinterested sales people are becoming more common! So rude! And across all types of retail.

      But I’m a glutton for punishment and won’t completely convert to online. Unfortunately, I can’t buy off the shelf – I have to try things on…. siiiigh.

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      • Lovena

        It’s really hit and miss but there are more good one than bad ones and I just assume (in my head) that perhaps they’ve been on their feet all day and are counting down to the last half hour of their shift. I actively participate in banter and smile. So you do a fair bit of online shopping? Probably purchased about two items online and was well pleased…The one thing that I have taken on with a vengeance is self service check outs that they’ve FINALLY introduced to my suburban Coles and cause my local Woolies doesn’t have self service, I avoid it but then the two Woolies stores in the CBD have it so I go there as well (equality). In and out is all I care about! Really don’t like shopping!

        Do you know much about England? I keep hearing about how our attendants are VERY different to theirs (in a good way) but you’re right, disinterest is a real killer. Just give me banter then I’m sorted.

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  13. ingy

    I have worked in hospitality and retail for over 7 years so I have dealt with a fair share of complaints. I am now working as a Manager in a 5star hotel and we do receive both positive and negative feedback and respond to all of it. Most complaints are reasonable and we do our best to fix what’s wrong but some complaints can be very unreasonable (ie it was “raining too hard on the window” or “why did you put me on the fifth floor, I hate the number 5 (without telling us this before arrival)”). Positive feedback is always very much appreciated of course and I do my best to ensure tour staff are recognised. It also helps if guests make requests before arrival so that we can accommodate their preferences in advance (ie quiet room, high floor and so on)

    I find it easy to complain at hotels if I get bad service or a bad room but I am terrible in restaurants – maybe it is because I haven’t worked in Food and Beverage? I always make sure I am fair and speak about the case not the person. I also write down the names of who I meet so that I can give the positive recognition (and sometimes negative) to those who deserve it. Saying “the blond porter was nice” doesn’t really help.

    As someone who’s received a lot of abuse (and manipulation) from guests – that is not the way to go. Friendliness and being reasonable will get you far and we do want to help.

    At the last hotel I stayed at the receptionist said that we had been allocated a room next to the laundry but she would change it as we were staying for 2 nights. It turned out that we were placed in between two families with children but we honestly didn’t mind the noise because at least she had tried to look after us. (Children also fall asleep early which is a bonus=))

    Sorry for the essay but I really enjoyed the article and this is an issue close to my heart and good service is incredibly important to me.

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    • Kris2040

      Ingy, have you heard about Elton John when he was in his full on drug use time? He demanded they move the hotel because of the rain!

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      • ingy

        I never heard about it before but I love hearing about crazy hotel stories. I am going to google it now!

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  14. WillaWay

    Being assertive taps into status-stuff – so being assertive plays differently for different people. Try it by being assertive at the same place – but in different outfits/styles. Big difference. If you look less well-off, assertion will be greeted very coolly by shop assistants, cafe staff, restaurant staff etc. The more money you (look like you) have, the better assertion will be received (unless you’re being assertive with someone who is way richer/more powerful than you.

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  15. oliveblanche

    I would never see myself as demanding or diva like but some of these remind me that if I need to be demanding I can be. It’s only over my Mum though. God help you if you treat my Mum badly!!! Over the Xmas hols we were in Sydney and I was trying to find a chemist that sold Mums medication so she could eat. The attitude I got from people for ringing and asking if they had something on 24th of Dec was appalling! Of course it is a medication
    that is easily available in QLD but basically no where in NSW! Some where fine and others were rude. When I told them she had cancer and couldn’t eat without it that suddenly changed their tune. Honestly what did they think it was for fun? I managed to track it down in the end and all was merry! But I think that’s the only time when my not rude but more demanding and assertive self comes out if when I feel like I need to “protect” her.

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    • Lizi

      I agree wholeheartedly that it’s often easier to be assertive on someone else’s behalf than it is to make a legitimate complaint for yourself. Why is that, do you think?

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      • oliveblanche

        Honestly it probably comes down to self esteem and the “oh I don’t want to be a nuisance” feeling. I’m exactly the same when it comes to my pain management. If I have a really bad migraine I will put off going to hospital to the very very last second that I can stand the pain because ” oh I don’t want to put anyone out” etc but if anyone else was in that much pain I’d be calling 000 immediately or taking them to hospital. But I guess it’s easier to judge also your own pain and whether you think you are just in pain and going to get better or are in danger?

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    • Anonymous

      Can I ask why you did not ensure she had an adequate supply and left it until Xmas eve when medications can’t be ordered in?

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      • oliveblanche

        Shops are open on the 24th. The medication is readily available in pretty much every Qld chemist. It’s an older product and for reasons I don’t quite understand NSW chemists rarely stock it. Perhaps Qld is behind the times but Mum wanted that particular brand because it works better for her. I’m sure all cases are different. As for what you seem to be implying about my neglect in her care……I don’t look after her medication. I am not her carer. She was an RN and is still active. She has no mental impairment. But I’m not going to say that she was ill prepared or blame someone for what was a bizarre occurrence. The medication usage varies especially one that is taken with food. So if you finish a bottle on the 23rd why is it wrong to go get one on the 24th especially as you are only allowed a certain amount at a time. They don’t let you buy in bulk. It’s probably not something you will ever understand until you are close to someone with this sort of cancer and realize that it’s never about exact amounts of medication and there is no planning for how much will need to be taken and when. The fact that you even had to ask that question means you haven’t had to deal with chronic illness, cancer and other fun stuff. And that’s great and pray you never do but don’t judge us that are just trying to do the best we can. But hey I got the medication with my sister like I knew I would (I don’t give up) and we had a great Xmas! The second Xmas Mum has lived through that they thought she wouldn’t so yay! :) next up Easter!

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    • Kris2040

      How is something easy to get in Qld but not NSW? That sounds strange to me.

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      • oliveblanche

        It was an old fashioned medication. God pray that Qld doesn’t catch up with the times! You would assume it would be the other way around tho. Not being able to get something in Qld because it’s too new or expensive or the local kids have been getting high off it…. The medication is called Bis-Pectin. Nothing fancy but just not popular in Nsw. Was definitely a lesson learnt! Next time pharmacy shop in Qld before going down! ;)

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  16. Kris2040

    I complain about stuff. I do agree you need to know how to do it though. So many people confuse assertive with aggressive. I think it’s because if you’re not a naturally assertive person, you get nervous and a bit carried away when you do decide to speak up? That’s what it looks like to me, anyway. I’m pretty good at staying cool when I’m communicating with whoever it is I’m complaining about. If it’s something that’s really upset me, I’ll wait till I cool down and address it then. Thank dog for the interwebs for registering complaints!

    Ordering off the menu though? I’d be totally cool with asking for mash if the menu says chips, but why not just go somewhere that serves what you want? Kitchens have the stuff on the menu and the specials board, and that’s usually pretty much it. To expect much deviation is rude and shouldn’t be expected. I don’t care about your atkins or whatever diet it is that you’re on. The menu’s there, it’s what we serve, it’s what I cook, choose from it or go somewhere else if there’s nothing you fancy.

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    • Kris2040

      I just remembered something that is the bane of many cooks existence. Steaks. When you order steaks, know what you’re ordering. And don’t order rare then send it back because it’s too rare. If you want a medium well steak, order it.
      Don’t bring/send it back half eaten and then whinge either.
      It should be mandatory to have a doneness scale of photos showing what rare, med rare, etc etc looks like, and you choose from that. And choose what you actually want, not rare in some misguided attempt to show off to your foodie mates.

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      • oliveblanche

        Lol while I have a steak expert right here I’m gig to ask you what I SHOULD be ordering! I like it pinkish but NOT bloody (cos ew) but not tough at all! I’m so not a foodie so have no idea” I usually just say medium rare….should I be saying medium? Cos sometimes it’s just too bloody but I feel like an idiot and just eat it anyway! And yea yes yes to the doneness scale! So uneducated non doodies like me don’t have to feel stupid and very uncool! :)

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        • Kris2040

          Yeah, I’d go for medium. We had a doneness poster in the navy kitchen, it was fantastic. For the Cooks and for the punters!

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        • elli

          Agree – ask for medium next time and, if that’s still too pink, then ask for medium well.

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        • Anonymous

          Order by color then.
          Tell the waiter you want a cool pink centre or warm pink centre or (like me) no pink at all!!
          Let them label it.

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    • oliveblanche

      My Mum has pancreatic cancer so has a very restricted diet. So we don’t go to restaurants anymore. My cousin had his wedding and made sure that Mum had a meal that she could eat and enjoy. And that turned out great. Most people will bend over backwards if they know you are asking for a genuine health reason. But occasionally when Mum has ordered a drink (tea or coffee) and has brought her own milk they get rather snarky! It’s so stupid? Hello she weighs less than a child and it’s pretty obvious she’s sick! So when that happens all her friends stand up and they do leave! Like I said she doesn’t go to restaurants anymore but in the early days she wasn’t as bad. I’ll spare you the graphic detail ;) it’s just so weird the attitude you get from people. Not talking about you Kris it just reminded me of Mum that’s all.

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      • Kris2040

        I don’t know anyone who would have a problem with accommodating someone like your Mum, or a true allergy. But when people expect you to redesign the menu just for them, for no good reason, that’s rude. Most people with a true need for difference will call ahead or drop by and ask if something can be accommodated. No trouble at all, usually.
        The best effort I ever saw of someone being a pain in the arse like that though was this video we watched at Tafe of this uber amazing special super duper French lunch that Shannon Bennett did a few years ago. He imported all these delicacies from France and amazing wines to match, and was recreating the Three Emperors banquet (which was very heavy on meat, offal – being French and from the 19th Century), and they found out that one of the people coming for the approximately $700 a head feed was vego and expected a vego meal to match what their mates were having. I think the staff were pretty entitled to feel that way.

        But asking for a plain bowl of salad or pasta or to steam some chicken or whatever because someone’s in you and your Mum’s shoes? No problem at all.

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        • oliveblanche

          That banquet sounds amazing! You’ve got to worry about the thought process of someone who was vego and wanted to go to something like that! I used to be vego in my teens and usually just ordered whatever I could get. I wouldn’t have gone to some thing as extravagant as that because as a vego why would I want to go somewhere with so much meat?! I’ve had some pretty amazing chefs at restaurants who went absolutely above and beyond and made all these amazing dishes for me because they found out I was vegetarian. People who were eating meat were jealous! Lol. Also I really should sing the praise of the people who DO take into account what mum can and can’t eat. People can show amazing generosity . But it definitely comes down to
          attitude. If you are rude no one wants to help you, if you are polite and explain and like you said Kris call ahead then people seem to be extremely accommodating. I think chefs sometimes like the challenge (forewarned of course) and like being able to give someone who is ill a beautiful meal. The chef at my cousins wedding was checking in and seemed so pleased that Mum could eat it and enjoy it. Mums friends are constantly baking her goodies and making meals for her. It’s lovely. :)

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          • Kris2040

            That’s great!

            Yeah, the film was going through all the preparation and stuff, and then the waiter came in and went “Um, one of the guests is a strict vego, no correspondence will be entered into”. So they had all the set stuff, all ready to go for this banquet, and then had to work out a bunch of vego stuff at the last minute.

            And yes, you’re right, most cooks will enjoy the challenge if they’re forewarned and you’re not a pain in the arse about it.

            Jamie Oliver famously refused Bill Clinton and his entourage at 15 in London years ago because they called and he was happy to have them, but then there were all these ridiculous demands because his staffers were on Atkins and stuff, and this and that, and they wanted to close the restaurant and boot people with standing reservations. All too much trouble, so he said “Thanks but no thanks”! I love him so much!!

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          • Cranky Aunty Lou

            I once cooked dinner for 120 people as part of a recreational group (that is, for fun not profit). There were four of us in the kitchen, so it was pretty full on! We’d asked for people to tell us any dietary requirements when they booked. But on the night a coeliac vegetarian, a vegan, and two onion allergies wandered into the kitchen to ask what they could eat. If you had those issues, why didn’t you let us know do we could make you something spectacular instead of settling for just the veggie soup starter?

            What I’m trying to say is that it’s a good idea to make enquiries and look at menus beforehand where possible, if you need to customise menus for whatever reason.

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            • Kris2040

              If you’ve asked people to tell you any special requirements for a do like that, it’s their problem if they don’t. People with a sense of entitlement don’t seem to understand that food is expensive, and it goes off. So most places really can’t afford to have anything their heart desires sitting there just in case they come in and feel like ordering something!

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        • Anonymous

          It’s a service industry.

          I shouldn’t have to give a reason for a request.

          If the chef or cook doesn’t want to provide a service then they are in the wrong job.

          Although the request needs to be made politely, and be a request not a demand.

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          • Kris2040

            It is a service industry, and as I’ve said, if it’s a reasonable request, made politely, then most of us don’t have a problem accommodating.

            It’s not reasonable to request something totally different to the rest of the menu though. Chips instead of mash, sure. Steak at a seafood restaurant? No. That’s rude and unreasonable.

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        • Jess

          Strangely that reminds me of something that happened at Uni. we had a sausage sizzle during a massive conference, and apparently someone emailed the coordinator and gave her a hard time because she sent out a massive apology email for not having more Vegetarian food on hand for a FREE sausage sizzle. What? I ended up emailing her back and stating that she shouldn’t be so hard on herself, and these students should have A/ emailed earlier, or B/ sucked it up and bought their own food. I knew there was no way in hell i could expect them to accommodate my allergies, so I bought my own food, and gave my ticket for the sausage sizzle to my friend so that she could have extra. The lecturer/ coordinator lady emailed back to say thank you for being understanding.
          I don’t think anyone should receive grief over a free meal. You cant please all of the people all of the time. A bit different to a $700 meal… but it just reminded me.

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    • Anonymous

      Most restaurants are happy to accommodate and will charge accordingly.

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  17. La Petite Chou

    For those who say they have a problem with complaining, I have one simple question for you.

    When does enough become ENOUGH?

    I know it’s difficult to request a new coffee made the way you want it, or talk to a supervisor about poor service, but if you don’t, at what point will you finally speak up and take back a little control?

    When someone’s shouting at you? When you’re dealing with workplace bullying? An abusive relationship?

    The trick is not to make it sound like you’re whining. If you abuse someone doing their job and make it personal (see the waitressing examples down below) then you will only be met with a firey response. Put on your best telephone voice and begin with a COMPLIMENT. Tell them all the things they’re doing right before alerting them to the one small error they have made.

    “I come to your place because the coffee is always fabulous, but today it seems to me to be quite bitter.”

    Not only that, but give them the power to provide a solution to YOUR problem (see how you deflect the negativity right there?) and praise them when they then set to and make things better.

    “Oh you’ll be able to make another one? You are a gem. Thank you very much.”

    People in customer service usually dread complaints, not because it’s a complaint but because of the level of antagonism that can be generated. Paula Joye gets what she wants because she’s unfailingly polite and friendly to the staff involved. She invites them to help her to make the situation better.

    Everyone wins including the person who may be timid but who finds a little empowerment along the way, long before it escalates into something a lot more serious.

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  18. lucindainthesky

    Interesting topic Bec. I agree that there is a difference between being assertive and being a pain in the butt. There is certainly no harm in asking for things politely, however I think the line is sometimes fine. I wonder how many people just think they are being assertive when they are actually being the biggest pain in the arse imaginable. I think negativity breeds negativity and sometimes it is better just to let things go and channel your energy into somewhere positive. I mean really, other than for reasons of allergy, why would anyone need to order OFF the menu? That to me reeks of “pain in the butt”. When there are plenty of delicious dishes to choose from on a menu, who would want to order steak and mashed potato instead anyway? It probably didn’t make much different to the chefs anyway, since it is pretty simple… I just don’t get why anyone would bother.

    I’m all for assertiveness… Just not for people who think they are being assertive when in fact they just whinge about everything and are plain embarrassing. To me that’s what a diva is. Not someone who is assertive… just someone who is painful and needs a kick up the butt!

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    • Lizi

      ‘Sometimes it’s easier to let it go.’ I agree entirely with this. I went to a highly regarded restaurant with some family from overseas, and the waitress had clearly had a ‘bad boyfriend … hair … whatever’ day. She was surly to the point of obnoxiousness. It was mega embarrassing, given I’d praised the place to the skies and we were paying prices to match. It took the shine off the evening.

      I didn’t complain to management – maybe I’m soft – but I just didn’t feel up to hanging around to do it on the night, and I’m not a fan of complaining over the phone after the event. I’ve never gone back.

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      • lucindainthesky

        Yep Lizi, sometimes it’s all too hard! But you know what? You voted with your wallet and never went back. And you’ve probably never recommended the restaurant again either. When that starts happening restaurants and businesses get the message pretty quickly, and probably more clearly. I (and the party that I was with) have complained about absolutely pitiful service to the manager before. I remember one occasion when a waitress was rude to the point of snapping at several of us including myself, and then argued with another person who had been served the wrong meal. We had ALL heard her order her meal, and the waitress pretty much spat back “no you didn’t order that!”. We were actually shocked by her attitude. But when we complained, the manager was vague and quite clearly didn’t care. Many managers are just wired to assume customers are just complaining for the sake of it so for me unless it is something that has made me really pissed off, I will often just not bother. I simply don’t go back. And I tell everyone how bad the service is. Karma is a bitch!

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      • Jay

        Unfortuantely the person who was serving you that night prob didn’t pay for the bad service it would be the owner who ends up losing customers and ultimately their restaurant because of bad staff. I feel it is my duty to make the manager or owner aware if I come across bad service. My husband is a chef and often struggles with incompetent waiting staff and it makes the whole restaurant look bad.

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  19. Working with children

    I recently started working in a centre where resources were VERY limited, and staff suffered because we were struggling to find appropriate activities for the children to remain engaged.

    Most of the staff are very young females, and I wonder if that is why they just didn’t realise that they have to take the pro-active route and just get out there and ORDER them. Ideally management would keep on top of restocking materials, but sadly it is not the case.

    Unfortunately because I am flicking through catalogues, spending our budget entitlement every single month, there is confusion and possibly a sense of jealousy that I get what I order, and always seem to have fully stocked storerooms.

    My motto’s “you don’t ask, you don’t get”, “I am a squeaky wheel that gets the oil” and “Ask for big things and you will get more little things”. I am not pushy or unreasonable about it, I just am doing my job.

    I remind myself it’s not for me, it’s for the kids, but we all benefit in the end.

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    • Jess

      So true…. if you never ask…..

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  20. Red Hen

    Well said, Bec. Now if only I could put it into action & then not angst over it once I have.

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  21. Kathy

    Love this piece Bec!

    Also when I look at Mamamia on my iphone your picture shows up as different people sometimes!?

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    • becsparrow

      I know!! A random photo of a stranger comes up under my name on the iPhone but hopefully Mikey has now fixed this! Go have a look for me!! Let me know if you still see the Fake Bec!

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  22. Guest

    All the examples I think are fine, and it’s just assertiveness, not ‘diva’. However, ordering off the menu at restaurants is just annoying and rude. Minor changes (do you have mash not chips?) are fine, excepting an entirely different and new dish to be created for you is not ok. That’s just my view anyway, as a waitress.

    As for food sent back, I think it’s largely (but not entirely) a myth or a thing of the past that food would be messed with. Where I work we are fine with it. 99% of the time it’s a legit reason (parma not cooked through) and we are super apologetic. I don’t know of anywhere that’s mistreats the food.

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    • Tulipgirl

      I sent back an undercooked chicken burger at a favourite cafe once, just asked them to cook it a bit more, no need for a new one as I’d eaten some of it. I’d also eaten most of the salad and chips it came with. They came back out with a whole new burger, salad and chips and took it off the bill!! I wasn’t sure if they knew I went there a bit or if they just do that but I was impressed. I figured maybe for health reasons they can’t put a bitten-into piece of meat on their grill but I didn’t expect new sides and no charge. Last time I was there they’d taken my favourite item off the menu which I just mentioned to the waitress as I was ordering. I wasn’t complaining and ordered something similar. She came back and said they could do the item for me. Needless to say, I give them good word of mouth references!

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      • Kris2040

        I’d give a whole new plate. Unless they said “Don’t worry, I’ve had enough chips” or whatever.

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  23. Essie

    I am terrible at this – I have opened my mouth in restaurants a few times lately but always end up stewing over it, and have to get encouragement to make a phone call just to ask a question! I’m scared of confrontation after a few bad experiences and I don’t know how to fix it! Advice?

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    • oliveblanche

      Essie what happened in the restaurants that left you stewing? Did they not take your complaint seriously? When you say you need encouragement to make a phone call to ask a question do you mean to anyone or somewhere you have had bad experiences? One thing I always remember if I get nervous about using the phone is you can hang up “oh know my dog just got sick have to go bye!” could always work! I used to be pretty bad with the phone but now I just take a few breathes to clear my head and think of what I’m going to say. I also try and give myself a mental shake and tell myself not to be so silly! Yeah I take to myself a lot! ;) but that’s ok cos it gives me the confidence to make that call! What is it that you feel scared of about confrontation? Having nothing to say back? Being embarrassed? Having your feelings hurt?

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      • Essie

        Generally getting attitude from waiters when I ask if they can check how long our food will be (I only speak up when it’s been forever) and recently I complained when I found bones (!) in my spaghetti meatballs. The owner came over and told me that the chef used anchovies in them and that’s what the bones were from, but even though I couldn’t eat it after that there was no offer of a replacement dish, discount re-order etc. I ended up feeling guilty for complaining, and had to pay full price for a dish I coudn’t eat.
        As for phone calls I think I’m afraid of annoying people. I’m forcing myself to be better about ringing to ask questions, for example I recently thought there was a problem with my rent so rang the estate agent, but always get the feeling that I’m being a pain and I guess I want people to like me. I didn’t used to be afraid of confrontation or standing up for myself, it’s just kind of crept up after experiencing some nasty fights and aggressive behaviour from various people.
        I know it’s silly and sometimes I can snap myself out of it, but overall I find it hard to get the courage to make calls or ask ‘stupid’ questions if I don’t have anyone there to back me up. Which sucks now that I’m living alone, :P

        PS. I’m also too scared to return things to stores. The stores wouldn’t even care, I’m just chicken shit!

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        • oliveblanche

          Bones in meatballs! Omg! That’s ridiculas I hope you never went back there. You definitely shouldn’t feel guilty for that. If you call during business hour you wouldn’t be annoying people. It’s their job to take your call so they wouldn’t even think twice about it. Just try picturing the call in your mind, write down what you want to know if it makes you feel better. Also just try and breathe in and out a few times and think to yourself that you have every right to call. It is not a stupid question if it needs to be asked. It’s not a silly fear to have, I can understand it. But the amount of time you and I spend stressing over a two min call…well they other person wouldn’t have thought about it that long would probably forget all about it. It’s all about practise tho and remembering you are doing something that millions of people do every day. I’m pretty similar with returning things too. I get so nervous. And I’ve worked in returns and we really really don’t care. We only need to know if its broken so we can write it up. Change of mind meh if the policy allows it we don’t even think about it. ;)

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  24. La Bella Figura

    I don’t have any issue when I don’t get what I ordered. I speak my mind. I work hard for my pay, I deserve the best customer service, but I’m polite yet firm and assertive when I need
    to do it. It’s simple – if you want your customer back again offer the best service. I’m sick of rude, gormless staff. I have a regular game of who would I fire if I ran the business. I’m horrified that the business owner or manager has no idea what is going on and I’ve complained and had staff fired for royal fk- ups. I’m sick of working next to a bunch of women who spend the whole day botching and whining rather than doing something. I’m sick of men who call women bitches or ‘runts’ if they are assertive. I refuse to let men walk over me at work because most places I have worked are boys clubs and they protect their own. Ladies, don’t cop shit service, don’t cop under the breath comments or being spoken over, ask for what you deserve. Like the lady above who went through three staff to get that discount she knew she was entitled to, do the same. I don’t understand this ordering off the menu, a menu is a menu. I always think to ask because what have I got to lose? What is the worst thing that could happen? Don’t ever put up with crap service or ask for that better room. You are ENTITLED to it, otherwise you will get stuffed around and a lot of people take advantage when you don’t ask. One of my best friends is always starting her sentences with ‘sorry’ and I hate it. She apologised when other people treat her like crap or when she is asking for something she deserves. She is so negative abt herself and I hate that her husband is very traditional and much older and puts a few of these doubts into her head. My mother is the same never one to rock the boat and suppresses it for years untilshe explodes. We don’t want our daughters to be like this do we? I don’t have a daughter but I see it all the time. If I have a daughter I want her to know if she’s right and can back herself go for it. To open her mouth and ask that it’s ok. I want her to be a strong assertive female. Not to be all sugar and spice and all things nice. Well not all the time. Nice yes, but with a voice.

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    • La Bella Figura

      Bec, great article and it’s something I’m passionate about for women to know it’s ok to ask. I see too many women who don’t or say sorry when they shouldn’t. You are definitely not a diva when you ask for something.

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      • Bec Sparrow

        Thank LBF! I totally agree with you. So many women are afraid to ask for what they want and it’s really important to realise that you can ask for what you want and still be a great person. There’s nothing diva-ish about it at all. Thanks for your great comment!

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        • La Bella Figura

          Right on sista!

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    • Serena

      Amazing response!!! Well said!

      Another great article Bec :)

      I used to be a hairdresser in another life time and every staff member had their “complain for the sake of complaining” type clients. Hair feedback is actually welcomed if someone is unhappy but I’m talking about regular monthly complainers for nothing. One pain in the backside client that had come to the salon for years had to have extra time put on her appointment as there was so much drama that came with her. She would complain that her coffee “was scalding hot and she now can barely feel her tongue” so it would get taken back to kitchen, poured into new cup and taken back out, only to be praised with “oh that is so much better that’s made perfectly!”. Or another favourite “oh my god that water is so hot on my scalp I think I need a cold pack!”. The basin temperatures were set to one temperature for all basins from the water system outside. But if you took the water away for 20 seconds pretended to alter it and then put it back you’d get told “oh lovely it’s like a warm bath”. There’s a difference between not getting what you asked or paid for and complaining for the sake of it!!

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      • essessesse

        My hairdresser had a rude client like that once. It got so bad that one day she told her that she wouldn’t be doing her hair and not to come back. The client was gobsmacked but my hairdresser was sick of her lack of manners and the way she treated the staff like servants. I think the clincher was when the client was rude to another client.

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      • Anonymous

        Ive actually sacked a client from my business for being consistantly rude to my staff. She had a few warnings from me and she was completely in the wrong every complaint and really was just having tantrums all the time and wanted the drama.
        I was very polite about it when I told her and she was gobsmacked and told me I couldnt do that and I told her I could and was and here are all of your records and we are more than happy to talk to the owner of the business you choose to go to from now on if they need anything further from your records.

        Made my and my staffs whole week that one.

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    • missamoo

      I would actually be terrified to have you at a table in my work place. I give great customer service and get that feed back from tables on a regular basis but i had a bad day once when my grandmother died and i had to work any way. I was a little reserved with a group who were rude and demanding they emailed the business and i got fired because they didn’t like the set menu and the fact that i didn’t love being hollered at and waved at that i tried my best to accomodate 30 people on my own with a 8 course degustation. but of course the customer has every right to treat the staff like crap because after all if i am stupid enough to be a waitress then i deserve it. And then when i didn’t suck up their behaviour and find them hilarious they sent an email full of lies and i got fired. But you are right they probably deserved it just like i did to be humiliated and made to feel like crap over ONE luncheon. i mean god forbid a measly waiter might have a bad day my apologies.

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      • Lily

        I remember once when I was waitressing, this family came in before a wedding and ordered a round of champagnes. Now, champagnes on a tray are hard to carry. They tip over easily. Balancing the tray while removing the champagne flutes is a delicate act. Anyway, this man from the party – trying to help – jumps up and grabs two glasses from one side of the tray and the whole lot tipped over onto an elderly lady in her Sunday best. And her daughter leapt up and literally SCREAMED abuse at me. I was a useless, worthless so an so and on it went for minutes while I was trying to mop off the champers from the lady.

        No one in the party said anything to stop her abusing me. Waitressing sucks sometimes.

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      • D

        Missamoo, I’m with you completely. I thought the above comment was a bit OTT with the whole “ladies, complain, it’s your right to complain, you’re ENTITLED to complain.”

        Sorry you had that terrible experience, some people are so miserable and they have to take it out on someone but it’s a shame you had to get fired over it.

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        • Lizi

          Yes, it’s a shame it went so far, and that your boss (I assume he/she knew why you were having a bad day?) didn’t cut you some slack. And how cowardly of the customer to complain via email! Outrageous.

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          • Kris2040

            Why is it cowardly to complain by email? I find it more effective, as it’s in writing and you have a record of when it was sent, you can request a read receipt.
            Also, you can order your thoughts better and make your point more clearly.

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          • Anonymous

            Lots of feedback is done via email. How is that cowardly or outrageous..

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            • Lizi

              Sorry, I can see I didn’t explain what I meant very well. Constructive feedback by email is absolutely ok, but it sounds like in this case it was anything but … of course, we can’t know the whole story (sorry, missamoo, not meaning any disrespect, the whole thing must have been terrible for you) but the fact that their email resulted in a sacking with no right of reply seems highly unjust to me.

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          • missamoo

            Not just an email but she put it on urbanspoon how i was just a bitch and i rolled my eyes. I did look up to right when i was trying to remember all the details of the set menu and i got a little weary when i was being waved at when i was standing in front of them. I get waving for attention across a room but when i am 2ft away it’s a bit condescending like “hey stupid i need attention”

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      • oliveblanche

        Aw missamoo :( your manager sucks for taking their side! I was out with my sister on the hols and the check out guy was so sad looking. If I had of been with my ex he would have gotten all huffy and then gone on and on and on about how hard is it to smile and say have a nice day etc! But I said to my sister “wow he didn’t seem happy” and she agreed and we had a chat about how horrible it is to be stuck in customer service and expected to be so smiley and happy when something bad has happened and you are so sad or upset. Obviously we both did customer service during uni (should be mandatory so everyone knows how it feels!) but it was so nice just to be with my sister who thinks like me and just assumed the poor guy was going through a hard time. Rather than with some ignorant idiot who thinks the world revolves around him! Who incidentally has had tons and tons of bad reports about his customer service…..

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        • Essie

          Agreed – it should be mandatory to work in customer service, retail and hospitality for a few days at some point! Obviously I know that wouldn’t work, but I think it would make us all a hell of a lot nicer to each other!

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      • La Bella Figura

        Missamoo and D I guess you are referring to my response? You have taken my comments out of context. Everyone has bad days, everyone has shit going on, everyone makes mistakes. But if you go to work and you treat a customer badly who probably won’t know or care about your personal life and you don’t offer them what they paid for or great service, they have a right complain if justified. I’m sorry they lied. But too many women are too scared or are spoken over when they are completely ENTITLED to say something. Sometimes you just have to suck it up and it’s how you handle it too. I’ve gone to work when my husband died, when my baby died, when I had cancer, when I was juggling fulltime work and a masters degree at night, looking after my mentally I’ll sister. I went to work because I had little or no support, I needed the money and if I did have a shit time all it usually takes is an apology or chat with the boss. Noone would have walked away from your table and thought they felt sorry for you. They can to get a meal and what they paid for. They were entitled to complain (but not lie). It’s like this for everyone in any job. The people I have fired have been people I’ve worked with who didn’t cut it after many chances. I know too many women and see it all the time when they don’t speak up and have a reasonable complaint. Or apologise when they haven’t done anything wrong. It’s a deeply entrenched female issue. I see it amongst my family and friends, I see it at work and in complete strangers. I see within couples usually from a bullying male partner. Women are entitled to disagree, complain, speak their mind if the service is shit and they are being reasonable. The staff I have had to fire have been in my work related field. The table you had sounded unreasonable and you did have a terrible day. That’s different. D, if you’re going to quote me please quote me properly as you have taken my ENTITLED comment out of context. Women tend not to speak up and they should when they are entitled and reasonable or just want a better hotel room. In any job you have to deal with dickheads (except at MM…). But customer service has gone down the drain or staff do the bare minimum and don’t think outside the box. I’m not talking about divas and I stand up for any woman who has been treated badly in a store, made to feel embarassed, migrant women, my mum, sisters and girlfriends who question their own confidence or the issue or don’t want to cause trouble – when they have every right to get the service they deserve.

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        • Eternal Caterpillar

          La Bella Figura – a completely off the topic question if I may: I always just thought your name meant the Beautiful Figure, but I just typed it into Google Translate with the language as “detect language” and it came up as meaning “The Parade” in Italian. Is that right? Or is there a clever double entendre that I am missing?
          Would love to know if you don’t mind sharing.

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        • missamoo

          This is exactly MY point. It is very easy to stomp your feet and get what you want but many people who demand amazing customer service are actually behaving very badly. The person i am talking about also put her crap up on Urbanspoon. The issue for me is i have no recourse,one customer complaint and i was fired my version of the story and the fact that in the same week they had 2 emails praising my service meant nothing. The place i am now i have been at for 3 weeks and i have had 3 emails and double that in verbal communication the difference being this venue has support for it’s staff if am under pressur they help me not feed me to the wolves. Before being “assertive” ask yourself are they under unreasonable pressure is that why the service is a little under par??. Newton’s third law ” For every action there is an equal and opposite reaction”. If your waiter/retail assistant is being a bastard ask yourself are they feeding of my bastard energy ? or are they evil THEN make yourself heard. Many many many people who are feeling hard done by take their shit out on the people beneath them which we all know are the waiters of the world.
          Don’t forget everyone has a purpose and with out waiters you are eating at home alot

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  25. Possik

    I used to be a put-up shut-up complain-on-FB person, but I had a recent win at a national department store. I was buying some kitchenware, found the same item for less elsewhere (an inconvenient location), checked that the dept store matched prices (their website clearly stated they did), so I popped in to buy my gift and save some money. The first sales assistant refused to price match, so I politely asked her if she could get someone else. Second, more senior assistant said their store did not match prices from “metro locations”. I politely referred her to her store’s policy, and was told this store had a different policy. So I asked if she wouldn’t mind finding a copy of that policy for me. Enter third assistant, senior. Scenario (politely) explained, apology received, discount achieved. By the end, I had a sweet little biddy at my elbow egging me on quietly (although I did leave two retail staffing fuming in my wake).

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  26. nicks02

    If I’m paying for food or a service, I want to get what I pay for. If my coffee’s cold, or bitter, I send it back…politely. If I’ve ordered food and it’s not right, I send it back…politely (I don’t want the chef spitting in my meal!).
    95% of my hotel stays have resulted in a room change…politely…and the second room is ALWAYS much better than the original one.

    I don’t find it a problem because I was in the customer service industry for over 20 years, in retail fashion and I prided myself on having happy customers. Yes, some were Divas, but they’re the people who are NEVER satisfied, no matter how much you bend over backwards for them. They’re the ones you wish would shop elsewhere!

    Back to this post, most owners/managers would rather know if their product isn’t up to standard than have the customer never return.

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  27. sam

    I actually have the opposite goal for this year.
    I am absolutely a diva, very assertive, high expectations, always questioning menus etc and often ask for what I want
    I have found that it breeds negativity..always complaining and being critical instead of just being grateful or putting up with something even if its not perfect
    Of course I would still send something back if its terrible or complain if the service is appalling but I am going to try to not be so difficult- eat what is on the menu, be accepting I didn’t get the perfect hotel room, be grateful for what I have instead of trying to always change everything and be critical

    I absolutely believe in being assertive but i think the Bec’s would be much calmer and down to earth people than the Juala’s who seem difficult and ungrateful

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  28. Sally

    Great piece, Bec. I so relate

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  29. Anon

    Mmm, yeah, don’t really think that qualifies as ‘diva’ behaviour either, but I see what you’re getting at..that other people might perceive you as being a diva if you are a female standing your ground.

    I stand my ground if I don’t get what I signed up for and I’m put out enough to speak up (eg: hotel room smelling of smoke when non-smoking room is requested, sparkling instead of still water brought to the table, etc). Re dining out I would normally take issue with smaller front-of-house things (eg. a lipstick-stained glass) but rarely send dishes back to the kitchen. Whether it’s good or bad, as a restaurant hack I generally get final say. Saying that, I would be more inclined to ask for a dish to be altered slightly or if the chef had anything special to recommend rather than going off-menu entirely. In my opinion it’s just taking the piss – now that’s what I’d call diva behaviour! ;)

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  30. ClaireC

    I’m never afraid to complain when I receive substandard goods/service and the complaints are generally well received. I am also an avid writer of letters complementing venues and staff on good service when I receive it and ask them to inform the particular staff member and place the letter in their personnel file. I nearly always receive an appreciative letter in response.

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  31. Zelicat

    ” the gift of fear” should be compulsory reading for every women. I truly believe the knowledge it gave me saved my life when I was in my early 20s. My dad gave me the book to read when I was a teenager.
    One of the most valuable lessons I learnt was when someone doesn’t take no for an answer they are trying to manipulate you. Very true.

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    • becsparrow

      That’s one of my favourite lessons from the book too, Zelicat! It is *such* a great book.

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  32. curmudgeon

    Being assertive and asking for what I want is something I am completely rubbish at. I hate to appear ‘difficult’ and have a fear of confrontation. It is something I am painfully aware of and would love to overcome. But, it was how I was brought up. It’s ingrained in me and I just can’t seem to get past it. The worst part is that I am also quite obsessive and usually like things to be a certain way (or at least the way they proclaim to be). So, when they aren’t, it really bugs me…but I would rather sit there and squirm than (politely) complain. Ridiculous. I know.

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    • frantic

      I think you are my twin!

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    • melmyers

      Oh I do relate!

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    • curmudgeon

      I know. I don’t know why I insist on inflicting this (in some cases) torture on myself rather than just speaking up (which, for me, is torture in itself!).

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  33. Lisa @ Blithe Moments

    The power of being polite is huge! People usually respond well, even if they have stuffed up.

    But you can really make a difference by also complementing people when something is good and a thank you note goes a long way. If I get exceptional service I make sure to send a note to the business so that the staff can get recognised. Don’t save your communication skills for complaints!

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    • becsparrow

      So true! I spent years working in customer service and it’s a very big deal if a customer says something nice about you to the manager. Always worth doing!

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  34. Anonymous

    “Say what you mean – mean what you say – but don’t be mean when you say it.”

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  35. Flutterby

    One of my besties, years ago, indoctrinated me against my “what will people say!” upbringing. She taught me the mantra of “don’t ask – don’t get”.

    If you politely ask for something, people can only say no and you can graciously step away from your request. It’s OK.

    Crazy how many years it took me to stop self-censoring and grasp the essentials of this life lesson.

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  36. casey

    I’m shocking at this sort of thing. I’ll rarely send food back or complain about bad service. I’m more the “keep my head down and silently curse myself” type.

    I think it’s because I had a bad experience when I was around 19. I made a complaint to the salon owner over a really terrible hairdresser – she was really rude and swore a lot, cut my hair completely opposite to what I’d asked for and then overcharged me – and I copped such attitude from the owner that I’ve been reluctant to do it again. Maybe now that I’m older I’d be more effective?

    Being more assertive is definitely on my list of new year’s resolutions.

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    • Snippygal

      Aaargh…As a hairdresser I cringe when I hear these kinds of stories, these kinds of hairdressers really drag our name down !

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    • Michelle

      I think I went to the same hairdresser! Mine spoke to her apprentices like they were dogs!

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  37. red shoes

    As long as you are polite, friendly and grateful, most people will do pretty much anything for you.

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    • Lisa @ Blithe Moments

      I couldn’t agree more. I’ve organised a load of charity auctions and raffles. People are always astonished by the prizes that I get donated. When they ask me the secret, I just say I ask. Yeah, you usually have to ask a lot of people but so many people will go out of their way if you just ask something politely.

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    • Bec Sparrow

      So true. Politeness is completely under-rated!

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  38. Anonymous

    I was out for the dinner the other week with some girlfriends and the scallops in my dish were totally raw. The staff at the restaurant were grumpy upon arrival so I didn’t bother saying anything as I was scared of having my next dish spat on or something…

    I’m not usually such a wuss though. Last year we went on a holiday and the accommodation was so bad. Everything was grotty on arrival. The port-a-cot I paid for for my toddler was mouldy and the mattress inside it had bit bite marks in it.

    Damn straight I complained to the manager about several things at that resort.

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  39. LKW

    Reminds me of a saying “The squeaky wheel gets the oil”

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  40. Kim

    You see to me thats not being a DIva its being assertive and just asking for what you are paying for.
    I do this all the time if things are not to my liking and Im always nice about it never rude.
    If my poached eggs arrive hard boiled and not runny I send them back, if I asked for a medium rare steak and its medium/well Ill send it back, if the coffee isnt hot I send it back.
    A month ago I had a pedicure that was ok but certainly not what I remembered from that particular place when Ide previous visited many times years ago so I emailed them and told them.
    I have worked in managing a business where good customer service is vital and as a manager Ide want to know if the service that had once been exceptional had become just average(especially when you charge more becuse the service is so good).
    I have a voucher for a spa pedicure to enjoy from that email.

    I also do let people know when their customer service is exceptionally good, if anything ever exceeds my expectations I always say so and thank them.

    Assertiveness is not being a Diva. To me being a DIva is when you are very demanding and more aggressive in what you are wanting rather than assertive.

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  41. Tracy

    Oops,
    Have been accused of being demanding
    Most of the time I do order off the menu for breakfast and pretty specific with coffee :/
    I’ve worked in hospitality before so kind of think I have a right
    I also always ask politely for no spit in my food/coffee and apologize for being a pain :)

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    • essessesse

      Why do you order off the menu most of the time? Wouldn’t it just be easier to find somewhere who can give you what you want? I bet the chef loves having to do special orders at a time when the kitchen is crazy busy.

      Not sure your experience in hospitality gives you a right, if anything I would think you wouldn’t want to be adding to someones workload.

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  42. Jess

    I don’t know why but Paula Joye, sorry Jaula, really seems like the type that would be confident to do that.

    I rarely complain, it would take a disaster of epic proportions for me to complain, but I think it’s time I worked on that. It’s not about being a diva, it’s about having the right to enjoy a product or service that you’re paying money for. There’s nothing wrong with that, in fact that’s how it should be, so why do I find it so hard to do, and nowhere more so than at the hairdresser. Argh is there anything more uncomfortable than complaining at the hairdresser? I am cringing just thinking about it.

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    • Anna

      Jess Zoe Foster has a great page on how to complain at the hairdresser in her book, Amazing Face. Sounds like you should read it!

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    • Free

      I hate the idea of complaining at the hairdresser too, largely because I start thinking about how they can ‘uncut’ my hair. They can’t. I’ll just have to grow it out and then go somewhere else for the next cut.

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  43. Bryter

    Yes indeedy. Life’s too short – and expensive! – to accept bad service and bad products. I always speak up if something is not right, particularly if it’s something that’s easily fixed. “Never ask, never get” – as my mum used to say.

    I’ve never ordered off the menu though. Sorry – but that always bugs me when friends or acquaintances do that. Fine to ask for a minor change or something on the side, but not a whole new dish. I figure in an entire menu there has to be something that floats your boat. If not, you should choose another restaurant. Plus I’m fearful that I’ll get a sub-standard dish or the request will be lost in translation between the waiter and kitchen!

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    • Anonymous

      My hubby is a chef and it really does make life difficult. They order stock/food according to what’s on the menu, they don’t order extra stuff in case someone up and decides they want something not even on the menu. If they don’t have the meal you want, go elsewhere. You wouldn’t go into a lingerie shop to buy timber……

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  44. Deja Vu

    When / where have I read this piece before?

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    • becsparrow

      It ran as my Sunday Mail column in South Australia! Do you live in South Australia?

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      • Deja vu

        Yes! I’m in Adelaide. So I’m not going mad or sadly, am not psychic…. he he!!

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  45. nursee

    I had a massage today that went for 10 mins less than what I’d paid for. I really didnt think the massuese was looking at the time so I said something and now I’m getting a free massage next week. I feel bad for questioning her but I really felt that it wasnt the right length of time.

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    • S

      I find most massages run at least 10 minutes less than what stated. Sometimes even 20 minutes less. It really bugs me, but I’ve never said anything as I think maybe that’s the norm. I suppose if I was a massage therapist I’d try to do 10-20 minutes less than I have to.

      Anyone know? Is that normal? Or am I getting ripped off? I’m curious.

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      • nursee

        my massage was going to be $89 for 40 mins, so I wanted every one of those minutes. I think the time should start when the massage starts, not when you walk in the room or get dressed. I think they are cheaky to cut your massage short. I would say something.

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      • Anonymous

        ripped off! it should go for as long as they state

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        • Tulipgirl

          My regular remedial massage therapist starts the hour from when she starts the massage. She only ever goes over, not under. I’ve found that anyone I’m seeing regularly does this, and others may do it from when you walk in. I reckon you’re paying for the massage time so it’s definitely worth saying something.

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      • Anon

        S – having managed a massage business, I would not accept being short changed on the time you have paid for. Although I can see all the reasons why this might happen, particularly if schedule is back to back (pardon the pun), the previous client was late and the therapist hasn’t had a break all day; it’s not the client’s problem. You have paid for that amount of time as a massage. They need to manage their schedule. I have seen a few places try and gouge out time, even putting ‘preparation’ time in T&C’s. I try and avoid such places and find somewhere fair and reasonable.

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  46. auscrawl

    I did complain about food once at a hotel, the room service. A shaved ham and cheese focacia is not a huge chunk off the end of of a processed ham roll in untoasted focacia that had the texture of carboard.

    The only trouble was I had just spent all day packing a house and took an hour to get this pitiful meal so I forced some of it down before complaining. I did end up getting some meal credit at the restaurant. They kind of got their own back when after payinng for adjoining rooms but only using one, we put laundry where they said and rubbish in bin but left a few dishes, and fresh fruit in the fridge. When I left contact number of y mum regarding missing mobile, they made out like we’d trashed the place ffs, they only had to clean one room didn’t touch the other which was paid for.

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  47. Punkernickle

    I don’t think I’ve ever sent anything back, but I order off the menu all the time. A couple of places I’m a regular at list my former ‘off the menu’ items as their standard menu items now for other customers to be able to order!

    Surely that means I and my taste buds can’t be all that bad?

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  48. auscrawl

    Not quite, like the piece already mentioned it’s asking for what you want minus creating a drama.

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  49. Jay

    My husband is a chef and has worked in many restaurants. He tells me that never at a restaurant have they done something to food when it is sent back and if they did(does not believe it would happen often) they would be sent packing from most kitchens. Customers are how they make money and they will be only too happy to fix things if a customer isn’t happy. I say send it back and feel comfortable doing so.

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    • Anonymous

      Same here. Hubby’s worked as a chef for 18 years and never once seen nor heard of it happening and he’s worked all up and down the east cost of Aus.

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      • Jay

        Think people just love to talk about the chef spitting in food etc but more urban legend than reality. My husband worked overseas and aus and this does not happen.

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    • missamoo

      Agreed i have worked in many restaurants and while some chefs can be difficult most work as part of the team that wants a customer to be happy. I have never seen a chef do anything to someones food. Sometimes chefs cook something in a way that customers are uncomfortable with like rawer than they think is ok and most chef’s will fix it end of story.

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    • Waitress

      The only thing I have seen (and this was with a REALLY bad, stereotypical angry chef) is, for example, if someone sent a salad back and asked for a new one without a certain ingredient, he would never make a new one, just pick out that ingredient and sprinkle some more Parmesan on top. I soon learnt to write “SERIOUS ALLERGY” on the order any time a customer asked for an ingredient to be omitted. That chef must think that there are an unusual amount of people with serious olive allergies!

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      • Lizi

        I like your problem-solving initiative! :-)

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  50. kc

    If that’s a diva, then I’m proud to be one. If I’m allocated a bad hotel room, I’ll get it changed. Bad meal, I’ll send it back. Bad customer service, I’ll speak to the manager. If I’m paying and not happy, it’s my right and responsibility to do something about it, rather than quietly fume about it. Saying that, I will also always compliment a service if it’s done well and take time to provide written feedback for a good hotel, good meal or good business. Credit where credit is due is just as important as a complaint in my eyes – and not done enough

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    • Lizzie

      I think it’s great you take time to provide feedback when service has been good. That’s a resolutation I made (and kept) last year. I too have no problem speaking up when something is terrible but realised that as a culture we are all too quiet when things are great. It’s time to give more pats on back!

      As well as encouraging ongoing good service, it hopefully offsets any negative complaint karma coming my way.

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      • KC

        Id love some good karma :) I just think its only fair – if you are willing to complain, you should be willing to compliment. I’m also a medical student and I had a patient take the time to write to the hospital admin to say that I was nice to them and treated them with respect. It was such a lovely feeling to have someone take that time for me, so I feel good taking that time to give someone else that same feeling

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