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It was a sold out night for the Flying Squirrels. We were slammed busy selling hot dogs and squirrely fries at Pine Hollow Cafe. With an endless line of customers, they begin to look the same as they stand in front of me. I chat with the ladies and banter with gents to pass time when they wait for their food. We laugh, they get their food and disappear into the crowd. Their face is replaced by the next one. "What can I get for you?" begins the next round.
No people in line means a break to the side room to sip the allowed water and woof down my nutrition bar. With hunger pangs satiated, it's back to the register to serve more fans.
"What can I get for you?' I asked the man deliberately headed toward me. "That's why I'm here" he said The last time I heard that burgers weren't on his mind.
He went on to say he was enjoying the game with his daughter and her family. It was a special July 4th visit with them. Then I remembered earlier he'd been with a younger guy. They got "Hello Handsome. I love it when the best looking guys get in my line." my usual greeting to all guys. We chatted about things that escape me and soon I heard myself say in response to his comment " I'm single. If you're single, we can chat about that. Do you have a girlfriend?" to which he quickly added "I'm shopping but I haven't bought yet." And so our conversation went for a few light moments. "After you finish all that, come on back for more." I said as they headed into the crowd, arms loaded with food.
Now he really was back. He mentioned he'd gone hiking with his son in Peru and works around the world - now that's my kind of guy. No customers were in line so we talked for a few minutes. Every so often a customer would appear.
"What can I get for you?" I asked. "I'll have a jumbo Diet coke and Jumbo Fries." "Coming right up", I say as I look around to see that I am alone.
The Princesses and Princes have disappeared. With that order filled, Hiker comes back and we resume our chat. "Dang, here's another customer." I think. To Hiker I say "Would you mind stepping over there while I wait on these folks? I don't know where the other cahiers are." He politely accommodated me.
On we chat and here comes Abe, Tall Boss's boss, to clear my register as usual. Here I am being hit on and the big boss shows up. "I hope he understands." I think. This time Hiker isn't moving. What am I going to do? I introduce Abe to him and bingo, I found out his name as they shake hands. Am I embarrassed or what? This is bizarre. This is like being in a sitcom.
With Abe gone Hiker pulls out of his shirt pocket 2 blank cards, handing them to me with a request that I put my name and number on one and give it back. Is this guy smooth or what? One thing I've learned about successful salespeople is they know how to ask for the order. In my best print I honored his request. He put the card carefully in his pocket, said so long and away he went into the crowd.
Suddenly in my face were the Princesses and Princes, "You've got it going on. I can't believe you got hit on. Who knew! What'd he say? Are you going out with him?" they wanted to know. High fives filled the air with shouts of "Way to go!"
"Where were you? I asked. "Several customers got in line and I had to wait on them."
"We were in the side room listening." they beamed.
When I took this gig working for the Flying Squirrels, I never thought I'd be writing about this. And what began as an adventure has turned into research on leadership from the bottom up. I'll blog more about that later.
For this Labor Day I'm sharing a humorous experience and a gift I've received - compassion for the people who wait on and help me.
As you celebrate your Labor Day holiday with family and friends, think about the people at your office that help you. As you go about this holiday weekend dedicated to working folks, in the moment share your smile with the strangers in front of you wearing those uniforms and laboring to help you have a good time.
Happy Labor Day to you and yours.
PS - As for Hiker, he sure had all of us feeling good and having fun for an evening. I still haven't heard from him.
Ketchup slides off the fan
“Welcome back. I’m so glad to see you.” Placido greeted me as I showed up for the game on Wednesday, the day after I would be ‘no-show’. Princess said “A friend of yours came by last night and I told them you didn’t work here any more.”
How did that happen? Here’s the rest of the story.
“This is bologna. I’m not standing for this.” I heard myself say. “They’re looking for more help and I was just fired. This is nutz and I’m not taking it.” But what to do was the question.
What began last spring as an adventure has turned into research about leadership from the bottom up. There is so much more to learn.
Placido didn’t stand up for me as a good employee, well trained, and training Princesses as they come on board. Tall Boss didn’t fire me to my face. Tall Boss knew from my requests to be off that my company was having an event on the 27th and scheduled me anyway.
Several days after the ketchup hit the fan, I called Tall Boss and told him my scheduling dilemma. “I was scheduled to work on the 27th. My company is having an event where my attendance is mandatory. Just like you have to be at each game. How can we work this out?” I asked.
His voice indicated he was unusually calm. He replied “That’s a Tuesday. It’s usually not a busy night. Don’t worry. I can cover for you.” Being one to jump on desired outcomes I said “So you want me to come in on Wednesday the 28th? To work as scheduled?”
“Yea. Come in. You’re covered for Tuesday.” Tall Boss verified.
Mission accomplished. And that’s the whole story.
How did that happen? Here’s the rest of the story.
“This is bologna. I’m not standing for this.” I heard myself say. “They’re looking for more help and I was just fired. This is nutz and I’m not taking it.” But what to do was the question.
What began last spring as an adventure has turned into research about leadership from the bottom up. There is so much more to learn.
Placido didn’t stand up for me as a good employee, well trained, and training Princesses as they come on board. Tall Boss didn’t fire me to my face. Tall Boss knew from my requests to be off that my company was having an event on the 27th and scheduled me anyway.
Several days after the ketchup hit the fan, I called Tall Boss and told him my scheduling dilemma. “I was scheduled to work on the 27th. My company is having an event where my attendance is mandatory. Just like you have to be at each game. How can we work this out?” I asked.
His voice indicated he was unusually calm. He replied “That’s a Tuesday. It’s usually not a busy night. Don’t worry. I can cover for you.” Being one to jump on desired outcomes I said “So you want me to come in on Wednesday the 28th? To work as scheduled?”
“Yea. Come in. You’re covered for Tuesday.” Tall Boss verified.
Mission accomplished. And that’s the whole story.
Ketchup Hits the Fan
“Where were you Sunday?” Placido said. “I was at the John Mayer concert. I asked off that night.” I replied. “Well, you weren’t here and you’re a no show.” he continued.
“Okay, Placido, I don’t know what’s going on. I asked off. Everyone knew I was going to hear John Mayer. I’m here tonight. What job do you want me to do?” “Oh, your usual cashier. Glad you’re here.” he said.
Tall Boss appeared with the register money prior to opening. “Smokie, you were a no-show last night. Where were you?"
This refrain is getting too familiar. If I’m one thing, it is reliable and on time. For heavens sake, that’s one thing I'm known for. On four or five occasions I’ve heard “Where were you last night?” Monday night is class. I made a commitment for this class every Monday night through mid Sept.
"What’s going on with the no-show?" I wonder. "I request time off as told. Placido, Tall Boss and fellow Handsomes and Squirrelettes know I won’t be there. They know it’s either class or my ‘real’ job. What’s the deal? Am I getting scheduled when he knows I won’t be there? Is this a set up? I’m a bottom-level-making-$7.50-per-hour-employee. What’s the problem?" I ask myself. One thing I’ve learned is that game night is not the time to discuss anything with Tall Boss. Note to self – this research on Leadership from the Bottom Up is interesting.
That evening the pace was leisurely with a steady line that moved quickly. Patrons were awake and remembered what they wanted when they got to me - a treat in itself. It was Scout night. Fry Guy was on top of Squirrely fries as that’s food of choice for Scouts of all genders and ages. Yes, there are food trends and patterns for various fan groups.
About 8:30 pm Placido said “It’s time to cut back. Smokie, you can go now. And Tall Boss said if you can’t be here next Tuesday, don’t come back.” “My company is having an event next Tuesday and I have to be there. I told Tall Boss that when I requested that night off and he understood. I think he heard me.” I recounted. “He said if you can’t be here next Tuesday, don’t come back.” Placido repeated. “So I’m fired?” I asked. “Guess that’s right.” Placido said quietly. I was fired. Where is Donald Trump's flair and showmanship?
Wanting to leave on good terms and take the high road, in a state of shock, I went to each Handsome and Squirrelette, told them how much I enjoyed knowing them and wished them the best of everything. Princess gave me a big hug. To my surprise Placido asked for a hug and said “I’m going to miss you.”
“Okay, Placido, I don’t know what’s going on. I asked off. Everyone knew I was going to hear John Mayer. I’m here tonight. What job do you want me to do?” “Oh, your usual cashier. Glad you’re here.” he said.
Tall Boss appeared with the register money prior to opening. “Smokie, you were a no-show last night. Where were you?"
This refrain is getting too familiar. If I’m one thing, it is reliable and on time. For heavens sake, that’s one thing I'm known for. On four or five occasions I’ve heard “Where were you last night?” Monday night is class. I made a commitment for this class every Monday night through mid Sept.
"What’s going on with the no-show?" I wonder. "I request time off as told. Placido, Tall Boss and fellow Handsomes and Squirrelettes know I won’t be there. They know it’s either class or my ‘real’ job. What’s the deal? Am I getting scheduled when he knows I won’t be there? Is this a set up? I’m a bottom-level-making-$7.50-per-hour-employee. What’s the problem?" I ask myself. One thing I’ve learned is that game night is not the time to discuss anything with Tall Boss. Note to self – this research on Leadership from the Bottom Up is interesting.
That evening the pace was leisurely with a steady line that moved quickly. Patrons were awake and remembered what they wanted when they got to me - a treat in itself. It was Scout night. Fry Guy was on top of Squirrely fries as that’s food of choice for Scouts of all genders and ages. Yes, there are food trends and patterns for various fan groups.
About 8:30 pm Placido said “It’s time to cut back. Smokie, you can go now. And Tall Boss said if you can’t be here next Tuesday, don’t come back.” “My company is having an event next Tuesday and I have to be there. I told Tall Boss that when I requested that night off and he understood. I think he heard me.” I recounted. “He said if you can’t be here next Tuesday, don’t come back.” Placido repeated. “So I’m fired?” I asked. “Guess that’s right.” Placido said quietly. I was fired. Where is Donald Trump's flair and showmanship?
Wanting to leave on good terms and take the high road, in a state of shock, I went to each Handsome and Squirrelette, told them how much I enjoyed knowing them and wished them the best of everything. Princess gave me a big hug. To my surprise Placido asked for a hug and said “I’m going to miss you.”
Lessons Learned on the Job
Adventure with the Flying Squirrels is multifaceted. Lest you think it’s all about baseball, after 27 games at Pinecone Hollow Café, much has been learned. Here’re a few lessons from a bottom-level, don’t think about work after you clock out, employee.
1. A diverse team of 4 generations has rhythm to do the job with finesse and minimum spills.
2. One can drink a fountain soda without lids or straws. If you must have lids and straws with your sodas at the Diamond, you’d better bring your own.
3. Like Microsoft Vista, cashiers’ brains and touch screen registers shut down at peak times.
4. In the queue, there is a zone where customers mentally go away, forget where they are and why they’re there.
5. Customers can’t talk on the phone and order food at the same time. So much for multitasking.
6. Opening cardboard boxes with my bare hands builds muscle and ruins manicures. At the risk of sounding like a feminist, isn’t that why there are strapping young men working there?
7. When a guy says “That’s why I’m here.” in reply to “What can I get for you?,” he’s not looking for burgers or fries. More on that later.
1. A diverse team of 4 generations has rhythm to do the job with finesse and minimum spills.
2. One can drink a fountain soda without lids or straws. If you must have lids and straws with your sodas at the Diamond, you’d better bring your own.
3. Like Microsoft Vista, cashiers’ brains and touch screen registers shut down at peak times.
4. In the queue, there is a zone where customers mentally go away, forget where they are and why they’re there.
5. Customers can’t talk on the phone and order food at the same time. So much for multitasking.
6. Opening cardboard boxes with my bare hands builds muscle and ruins manicures. At the risk of sounding like a feminist, isn’t that why there are strapping young men working there?
7. When a guy says “That’s why I’m here.” in reply to “What can I get for you?,” he’s not looking for burgers or fries. More on that later.
The Star Sprinkled Banner
“National Anthem. Stop what you’re doing. Take your hat off.” yells Pipper. A FUNN Staff rule is to stand still, hats off, during the playing and singing of the National Anthem. I’m loving showing respect for our country. The crew know I’m the anthem nazi (is that an oxymoron?) about it and get choked up and teary when I hear it.
“Princessaaaahhhhhh Princess, put your phone down and stop. It’s the National Anthem.” I say under my breath. If looks could kill, I’d be waving my banner in the sky.
Customers are surprised. At first, they kept talking and ordering. I did the Post Office routine (I’m not seeing you) and ignored them. With a look of total surprise I saw the light bulb come on their faces and they got that it’s the National Anthem and everything stops for it, including them.
All kinds of singers have their time with opening the game by song. It’s American Idol tryouts baseball style. The Anthem is very difficult to sing, according to Placido. It’s also long. At the quickest it takes about 3 minutes. That doesn’t sound long but when burgers are ready to come off the grill, that’s a problem.
One night a young woman was giving it her best, most reverent, deliberate shot. And the burgers burned. Another night the singers were children, their tiny sweet voices not audible at Pinecone Hollow Café. Customers were standing still, a few were enjoying their beers, others were shushing their family. No one was hearing it. There everyone stood, facing the flag.
I love to sing so I started singing in the second line…”what so proudly we hailed”. Princess took over the musical presentation, thankfully. She belted it out like nobody’s business. We were glad, excited and surprised! Turns out she’s a trained singer and sings professionally! Who knew!
Between Placido and Princess I’ve learned more about pitch and singing than imagined. We want to hear them sing a duet. Perhaps they will when we can’t hear the singer on the field.
Another time the young woman struggled with the pitch, notes and words. I’ll give her credit for standing before the large crowd as she deliberately gave it her karaoke best. The pitch and tempo she slaughtered. Then she sang “oh, say does that star sprinkled banner yet wave…”
That star sprinkled banner is still waving over the land of the free and the home of the brave. Happy Birthday USA!
“Princessaaaahhhhhh Princess, put your phone down and stop. It’s the National Anthem.” I say under my breath. If looks could kill, I’d be waving my banner in the sky.
Customers are surprised. At first, they kept talking and ordering. I did the Post Office routine (I’m not seeing you) and ignored them. With a look of total surprise I saw the light bulb come on their faces and they got that it’s the National Anthem and everything stops for it, including them.
All kinds of singers have their time with opening the game by song. It’s American Idol tryouts baseball style. The Anthem is very difficult to sing, according to Placido. It’s also long. At the quickest it takes about 3 minutes. That doesn’t sound long but when burgers are ready to come off the grill, that’s a problem.
One night a young woman was giving it her best, most reverent, deliberate shot. And the burgers burned. Another night the singers were children, their tiny sweet voices not audible at Pinecone Hollow Café. Customers were standing still, a few were enjoying their beers, others were shushing their family. No one was hearing it. There everyone stood, facing the flag.
I love to sing so I started singing in the second line…”what so proudly we hailed”. Princess took over the musical presentation, thankfully. She belted it out like nobody’s business. We were glad, excited and surprised! Turns out she’s a trained singer and sings professionally! Who knew!
Between Placido and Princess I’ve learned more about pitch and singing than imagined. We want to hear them sing a duet. Perhaps they will when we can’t hear the singer on the field.
Another time the young woman struggled with the pitch, notes and words. I’ll give her credit for standing before the large crowd as she deliberately gave it her karaoke best. The pitch and tempo she slaughtered. Then she sang “oh, say does that star sprinkled banner yet wave…”
That star sprinkled banner is still waving over the land of the free and the home of the brave. Happy Birthday USA!
Learning to Jive
Pinecone Hollow Café is a long slot of space painted Flying Squirrel gray. It’s about 40 feet long and 11 feet wide. One third of it is the storage room, the rest is cooking and serving space. The back is lined with deep fryers, grills and refrigerators, all the things that get hot. The front is the customer service area lined with registers and soda machines. In between is space for 14 of us to walk, zig and zag without hitting each other. After 60 minutes we finally get a rhythm, dancing with fervor and finesse with hands loaded with sodas, burgers, tenders and fries.
Princess yells “The soda machine isn’t working.“ “Oh great. I’ll call the Coke man.” says Placido, taking a break from wrapping burgers to radio for help. In short order Coke Man arrives and with skill you’d expect, sodas are flowing again. If only Skywire would show up and get the register going. It’s hot over here at the grill. How many hot dogs and buns have I wrapped?" I'm thinking. (Would you believe 800?)
The game is SOLD OUT! That’s good news. Being a part of the excitement, providing fun for the customer and doing the café jive with new friends really is exciting and stretching me big time. That is why I’m doing this, right?
“Big, tuck in your shirt tail. It’s the dress code. Tall Boss is on the way.” Placido says. Thank heavens for shirt tails. It covers up those drawers hanging out. I am so glad they’re wearing drawers – otherwise I'd surely be mooned.
“Blackberry, you keep checking that thing. Are you waiting for a note from Nutzy? All the Princessahs must be expecting to hear from him too. Are you having a contest to see who gets the note first?” I ask. We’re in the storage room taking a break and drinking water to replenish ourselves. My ears are ringing from all the conversations. It’s a baseball Tower of Babel.
Break is the 2 minutes when we’re drinking water, sweeping, straightening up, getting some food under the heat lamp and drinking more water.
It’s back to wrapping dogs for Doggie Dude and burgers for Burger Guy. We’re grooving with the Pinecone Hollow jive, zigging and zagging in the aisle.
As happens to all good things it’s time to close the Café which takes 45 minutes. The point is to clean up and be ready for tomorrow’s business. 14 of us work there and there are 14 ideas of clean. My area is where I began – the lifeless cash register. While fans animatedly leave the Diamond, the Funn Crew is having a different experience.
My legs are throbbing, feet are stinging. I am worn out. With all tools in everyone’s hands, Pinecone Hollow Café is clean and ready to jive in tomorrow.
The Funn Squad is dirty and droopy. I wonder if those spongy insoles would make a difference. The parking lot is two blocks away - much too far away. Wish there was a trolley to take me there. "Feet, don't give out yet," I pray. Slowly I crawl to my car dragging my lifeless tail behind me. Prayer's answered again.
Princess yells “The soda machine isn’t working.“ “Oh great. I’ll call the Coke man.” says Placido, taking a break from wrapping burgers to radio for help. In short order Coke Man arrives and with skill you’d expect, sodas are flowing again. If only Skywire would show up and get the register going. It’s hot over here at the grill. How many hot dogs and buns have I wrapped?" I'm thinking. (Would you believe 800?)
The game is SOLD OUT! That’s good news. Being a part of the excitement, providing fun for the customer and doing the café jive with new friends really is exciting and stretching me big time. That is why I’m doing this, right?
“Big, tuck in your shirt tail. It’s the dress code. Tall Boss is on the way.” Placido says. Thank heavens for shirt tails. It covers up those drawers hanging out. I am so glad they’re wearing drawers – otherwise I'd surely be mooned.
“Blackberry, you keep checking that thing. Are you waiting for a note from Nutzy? All the Princessahs must be expecting to hear from him too. Are you having a contest to see who gets the note first?” I ask. We’re in the storage room taking a break and drinking water to replenish ourselves. My ears are ringing from all the conversations. It’s a baseball Tower of Babel.
Break is the 2 minutes when we’re drinking water, sweeping, straightening up, getting some food under the heat lamp and drinking more water.
It’s back to wrapping dogs for Doggie Dude and burgers for Burger Guy. We’re grooving with the Pinecone Hollow jive, zigging and zagging in the aisle.
As happens to all good things it’s time to close the Café which takes 45 minutes. The point is to clean up and be ready for tomorrow’s business. 14 of us work there and there are 14 ideas of clean. My area is where I began – the lifeless cash register. While fans animatedly leave the Diamond, the Funn Crew is having a different experience.
My legs are throbbing, feet are stinging. I am worn out. With all tools in everyone’s hands, Pinecone Hollow Café is clean and ready to jive in tomorrow.
The Funn Squad is dirty and droopy. I wonder if those spongy insoles would make a difference. The parking lot is two blocks away - much too far away. Wish there was a trolley to take me there. "Feet, don't give out yet," I pray. Slowly I crawl to my car dragging my lifeless tail behind me. Prayer's answered again.
Living a Chinese Fire Drill - Part 2
Hot dog orders were piling up. Doggie Dude was sinking fast. All the food in the Café is frozen and those hot dogs were double frozen. Doggie Dude was rolling them on the grill just to speed up thawing. Once nicely cooked and brown he stuck them in the bun and it was taking too long to nicely cook and wrap.
I have wrapped presents and sandwiches and I’ve unwrapped plenty of hot dogs to dress them. It couldn’t be hard. Doggie Dude needed to concentrate on cooking them. I watched him wrap one and I was trained. Like Skywire said “It’s easy.”
I had a job! Anxiety was gone. My job was secure because those suckers disappeared every time we’d get one in the hot box. Princess had a hungry customer wanting 12 of them.
Princess and Princessahs were shouting their orders for us: 10 hotdogs, 5 chicken tender meals, 6 squirrely fries, 3 ¼ large cheeseburger meals. Doggie Dude and I are wondering what these people look like that are getting all this food. Hadn’t anyone eaten before they came? Blackberry was checking his blackberry for Lord knows what between every customer. “One more plain burger meal. 12 squirrely fries. Eight hotdogs.” all the Princessahs yell.
Tender Chic was working the deep fry baskets of fries and tenders with both hands, fries flying everywhere as she filled meal and jumbo orders. “This is really hot. Watch. I’m coming through.” “How many orders do you want?”
On a scale of 1 to 10 this Chinese fire drill was a 12 and rising! No one had worked together or done the job before and we were drinking from the fire hose.
“They just radioed me The National Anthem’s started. Stop.” yelled Pipper. Yea! Finally I can stop and turn around and see who’s ordering all this food. A Flying Squirrel rule is to stop what you’re doing, remove your hat, and stand stone still while the national anthem is played. We’re told “Don’t worry about the customers. They’ll catch on.”
I’m loving this. I can be an anthem nazi when it comes to respect and exhibiting proper behavior when it’s played. My world travels have given me much pride and high regard for our symbols of freedom and all that America stands for. That’s enough about my soap box now. Back to the fire drill.
Customers waited in line patiently. Nothing better than starving customers to serve. They kept us informed of game status when they left the stands about 60 minutes earlier. No kidding – that’s what they said and they were pleasant. They knew we were doing the best we could. Princess did have fries thrown at her by one woman. I wish she hadn’t done that. Someone was waiting for that order.
My legs are beginning to ache and my feet are throbbing. I wrap another hot dog. Does anyone have some aspirin? Where is the rubber mat to stand on? Oh, there isn’t one. Tennis shoes are little cushion on this concrete floor. I forgot my spongy insoles and my binoculars. How unprepared can one be?
I have wrapped presents and sandwiches and I’ve unwrapped plenty of hot dogs to dress them. It couldn’t be hard. Doggie Dude needed to concentrate on cooking them. I watched him wrap one and I was trained. Like Skywire said “It’s easy.”
I had a job! Anxiety was gone. My job was secure because those suckers disappeared every time we’d get one in the hot box. Princess had a hungry customer wanting 12 of them.
Princess and Princessahs were shouting their orders for us: 10 hotdogs, 5 chicken tender meals, 6 squirrely fries, 3 ¼ large cheeseburger meals. Doggie Dude and I are wondering what these people look like that are getting all this food. Hadn’t anyone eaten before they came? Blackberry was checking his blackberry for Lord knows what between every customer. “One more plain burger meal. 12 squirrely fries. Eight hotdogs.” all the Princessahs yell.
Tender Chic was working the deep fry baskets of fries and tenders with both hands, fries flying everywhere as she filled meal and jumbo orders. “This is really hot. Watch. I’m coming through.” “How many orders do you want?”
On a scale of 1 to 10 this Chinese fire drill was a 12 and rising! No one had worked together or done the job before and we were drinking from the fire hose.
“They just radioed me The National Anthem’s started. Stop.” yelled Pipper. Yea! Finally I can stop and turn around and see who’s ordering all this food. A Flying Squirrel rule is to stop what you’re doing, remove your hat, and stand stone still while the national anthem is played. We’re told “Don’t worry about the customers. They’ll catch on.”
I’m loving this. I can be an anthem nazi when it comes to respect and exhibiting proper behavior when it’s played. My world travels have given me much pride and high regard for our symbols of freedom and all that America stands for. That’s enough about my soap box now. Back to the fire drill.
Customers waited in line patiently. Nothing better than starving customers to serve. They kept us informed of game status when they left the stands about 60 minutes earlier. No kidding – that’s what they said and they were pleasant. They knew we were doing the best we could. Princess did have fries thrown at her by one woman. I wish she hadn’t done that. Someone was waiting for that order.
My legs are beginning to ache and my feet are throbbing. I wrap another hot dog. Does anyone have some aspirin? Where is the rubber mat to stand on? Oh, there isn’t one. Tennis shoes are little cushion on this concrete floor. I forgot my spongy insoles and my binoculars. How unprepared can one be?
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