I am in a company who sells 10 minutes race for 6 people on formula 1 simulator. Each 15 minutes I have to take 6 new customers who will enjoy their race.
So during these 15 minutes I have 5 minutes where I go to look for the next customers while the first ones are racing. And I am standing near a door with a big clock that says the time. It is very visible.
When a customer is late and it is the time, as my contract said I have the right to go without looking too much for the missing customers as it will make all my session late afterwards and will ruin the experience for other customers.
When a customer is late there are offers that can be made to him/her, give him back his money or wait for another session which is not full.
Also when a customer buys a ticket for a race, when the ticket is delivered they get a firm notice by the customer service at the reception to be at the door 5 minutes earlier prior to their session to avoid that kind of problem.
But one day, as people were late, I was looking for them calling 4pm session time! very clearly and loudly and several times. After not finding them I decided to go with the people who where there with their 4pm ticket and upon closing the door some people were calling me while walking slowly toward me, saying that it was their turn. They were 10 minutes late already and told me they were eating at the restaurant (the company has a restaurant too)
As being someone who cares about customer service I accepted them as I was going anyway to launch the session and it would have been unfriendly and rude to just refuse them. I checked their ticket with the "4pm" visible and asked if they they were aware of the notice. After not receiving an answer I told them that the time on their ticket is the time they should be waiting at the door, as looking for them in the mass of people is quite difficult. As I told them that in a professional manner, reminding them what the receptionist told them they agreed without complaining and without apologising of being late.
Several days after, my big boss called me while getting ready for duty. They placed me in a room without camera and a big table, my big boss sat in front of me, took a checkbook in front of him and proceeded to threaten to fire me if I didn't answer him correctly.
He asked me why I was disrespectful to some customers, telling them harsh words and being not customer friendly, that I was like
holding a submachine gun to their heads. As I didn't understand at first what was going on and being surprised to these allegations I asked him to remind me when did that situation occured.
He proceeded to remind me of the day, and I told him that I never was disrespectful, that it didn't strike my mind as such since it wasn't a big deal, since events like these occur very often, clients are late several times in a day. And it was never reported that way.
He then told me that he has proof with video cameras and I told him that if he had the audio of the camera to really hear what I have said.
When I asked him about he audio he threatened me even more by saying I was insignificant and should hear him instead of talking, telling me that if "a poor guy or a minister walks in" he shall have the same quality of experience. I started to misunderstand completely his behavior and tried to explain myself, he kept saying that if I don't understand I can leave the uniform and leave the company and that if I want to go in court that there were 6 eye witnesses (the customers I took late) against me. He then reminded me that I was just a carpet employee, that I was nothing, that he could "fire my ass" any way he wants, when he wants.
Upon seeing that I was not able to explain myself and defend myself I felt a bit of an injustice. After 40 minutes of threats my other boss came (the one under the big boss) and tried to tell me that I should accept what I have done.
After seeing no issue I agreed that it was my fault and I dully accepted the discipline that was given to me. Here are the discipline measures I faced for taking customers that were late and didn't know that they were friends of big boss
- I received a blame on paper for not doing my job properly that follows me through job application
- I had an internal warning of any other misconduct that will get me fired
- And I had to apologise publicly to the customers I was "rude" to. (However this kind of apology was made several days later when these customers got back at the company, I was interrupted during my work by the boss to come on the floor in front of the restaurant and say "I'm sorry of my misconduct" in front of people and being told that I was rude and that I should learn to behave like a good employee.)
And I went back to work with the misunderstanding and it was torturing me to an extent that I didn't understand at all what was happening and it got me sick at times.
Several weeks later, I understood from my boss, that these particular customers were actually close friends of the big boss. And that because I treated them like any other customers, I was blamed. But nobody told me that before, that they were friends of big boss.
What are the possibilities to get me better or help ?
Thank you for your help.
Hope this helps others being bullied by their boss.