I have had a lot of jobs in a fairly short period of time. I've done fast food. I've done retail. I've been a call-centre monkey. In the space of three years I've managed to carve my way through more than my fair share of shitty jobs.
By far the worst of all of them had to be Mary Brown's.
I got my first job when I was seventeen years old. I lived with my girlfriend and I was desperate to support us. She was on a visitor's visa from the UK and we were (still are) working on getting her permanent residency in Canada. As such, she couldn't work. This is how I ended up at Mary Brown's.
I put out about fifty resumes and I got a callback from Mary Brown's the next day, to come in and do an interview. I wasn't too thrilled that they were the first to get back to me. Mary Brown's is essentially Eastern Canada's answer to the colonel, even though we've already got our fair share of his stores clogging our arteries, and, at that point, taking the best view of the harbour from more deserving independent companies.
Thrilled or not, I showed up the next day at the tiny restaurant. I introduced myself at the counter and was told to take a seat at one of the tables and wait. I did just that, and was soon greeted by a hulk of a woman with netted salt and pepper hair who sat down in front of me, resume in hand. She asked me if I was willing to work very hard and very fast, and if I could bring her back a clean police record check. Yes, yes and yes. She told me to get to the police station, get a check, bring the receipt, and I could start work at six. This probably should have been a warning sign to me, the immediate need for employees and the instant need for speed.
Nevertheless, I managed to get my receipt for the record check and showed up at six. My first shift was without her, the manager, who I'll call C. I met the key-holder, supervisor and fry-cook. I was to work on the register. The night shift was slow and I got along well with the others, I had help learning how to work the cash.
The next day I came in to work at 11:00. If only I had known that my baptism by fire was going to be taking place in just an hour, I would have turned around and ran back out the door. I was quickly informed that the girl who was supposed to carry on training me on the register wouldn't be in today, and I was going to have to do it alone. I stared down at the cash register in front of me. For whatever reason, the owner of the store never did decide to upgrade to a computerized system like everyone else. The vast face of the register stared back at me. 10 inches by 10 inches of buttons.
Before I carry on, let me just explain exactly how the register worked. There were probably about 40 or 50 individual buttons, each entailing a specific menu item, some with multiple purposes. For each meal you needed to designate fries or taters, drink size, side, and if a burger, what went on it. Lets say you want a chicken sandwich and it comes with lettuce, mayo, and a pickle. You don't want any of these toppings. There was no specific buttons for these special orders, just a single one which said "NO". Sounds simple enough, right? Well here's the catch. Gravy as a side had no indication on the machine either, but was necessary on the receipt so the cook could serve it. So if a customer wanted gravy, I had to hit the "NO" button for that as well.
You want a chicken sandwich and taters with a small gravy on the side and a drink? Here's your receipt.
BIG MARY MEAL
NO
NO
NO
TATERS
NO
ENV (environmental tax for the drink, which should have been automated but was left for us to include)
*IN*
Oops! I made a mistake. I should be able to reverse that though, right? No. No I couldn't. As soon as I hit a button, it printed on to the receipt. That means if you accidentally order just a Big Mary instead of the Big Mary meal, there's no way I can take it off the receipt and charge you for the meal without doing a refund, which I was not allowed to do. So now your receipt looks like this.
BIG MARY
NO
NO
NO
*VOID*
BIG MARY MEAL
NO
NO
NO
TATERS
NO
ENV
*IN*
I don't even want to begin to discuss the semantics of using coupons, ordering extra sides, or the near-impossible task of upsizing.
Needless to say, when the lunch rush started at 12:00 I was in way over my head. A cheap fast food place in the middle of a busy business district is a popular spot, and we had customers piling out the door and spilling onto the street. I was so slow I was nearly in tears. The cook tried to come out and help me work the till but he was worse than I was. Eventually half the people got fed up with me and left. By the time things slowed down at 1:30 I was on the verge of a nervous breakdown. Along with trying to figure out the buttons, there was the memorization of every drink flavour for every order, the required condiments, and making sure the customers memorized the number for their order - which of course they did not like to do.
Believe it or not, after a few days of this I did memorize all of the buttons. I had to. I could clear a line out the door in ten minutes and I was one of the fastest servers. Keeping sane meant getting irate, overweight, demanding customers out of the store and happy as quickly as possible - in order to have time to sweep and mop, clear the tables, wash all the trays, clean the bathrooms, wipe down the counters, replenish stock and make more sides before the next rush.
I soon found out that the customers were going to be the least of my worries. It was not long before I realized that C was going to be the biggest challenge of all. This woman had worked at Mary Brown's for six years and it was telling. I have since been fortunate enough to never have to deal with a manager at quite this level of crazy.
She would demand that I be as fast as possible at all times. She was proud of her 32 second average in serving customers. She could not abide laziness. And by laziness, I mean any human weakness. You're tired? Hell no you better not sit down, whether the restaurant is empty or not.
She was a rude woman and she had little regard for the people around her. She would yell at customers as quickly as staff, and refused to take responsibility in situations where customers had obviously been done wrong, as in the case of food being dropped and returned to plates in front of customers, a pregnant woman who had been given food poisoning by rancid gravy, etcetera. At one point a customer called HQ and complained on my behalf because she heard C threaten to beat me with a broom if I didn't hurry up. I was so terrified of the wrath of C I laughed it off and told them to mind their own business.
I haven't yet gotten to the crowning glory of my time at Mary Brown's, the icing on the shit cake.
Late in August, our walk-in freezer broke down and stopped cooling. We got someone in to fix it on the same day, but he was missing a part and had to leave it. It would have been all right for the rest of the day, but the repairman didn't return for a week.
And so in that week, did we hire someone else to do the job? Did we freeze the chicken elsewhere? No. It was left there. Buckets upon buckets of chicken in water, at room temperature, for a week. Did it get thrown away? Nope. That would be a waste.
We used it. Battered it up. Fried it. Served it to people.
After three days the smell from the back of the store was unbearable. My supervisor would retch while she was battering chicken. Walking into the cooler was asking to puke. Customers were starting to complain about being able to smell something nasty from the front of the store.
I was terrified of my manager but I had to call her and tell her what was going on. My supervisor was too afraid of her to do it. So I called her and said we couldn't carry on serving people this stuff - it was green, it had a layer of slime for God's sake, it smelled like bad eggs.
It's not my problem, she said. Keep serving it. We can't waste it, the owner will be furious.
I may have been young and and terrified, but I had a conscience. I called the health department and left a message telling them what was happening. I heard nothing back from them. The next day I called again. I heard nothing back from them. By the evening of that day I couldn't believe that we hadn't been rushed by health inspectors. I picked up the yellow pages and left messages at every number I could find that could possibly have anything to do with health.
I never got a single call back. Not one. From anyone.
By the end of the week the cooler got fixed, and I never heard anything from anyone I had called. I was amazed that nothing had happened.
I carried on working there until I got offered something better. I hung up my Mary Brown's visor and said goodbye to fried chicken forever.
By far the worst of all of them had to be Mary Brown's.
I got my first job when I was seventeen years old. I lived with my girlfriend and I was desperate to support us. She was on a visitor's visa from the UK and we were (still are) working on getting her permanent residency in Canada. As such, she couldn't work. This is how I ended up at Mary Brown's.
I put out about fifty resumes and I got a callback from Mary Brown's the next day, to come in and do an interview. I wasn't too thrilled that they were the first to get back to me. Mary Brown's is essentially Eastern Canada's answer to the colonel, even though we've already got our fair share of his stores clogging our arteries, and, at that point, taking the best view of the harbour from more deserving independent companies.
Thrilled or not, I showed up the next day at the tiny restaurant. I introduced myself at the counter and was told to take a seat at one of the tables and wait. I did just that, and was soon greeted by a hulk of a woman with netted salt and pepper hair who sat down in front of me, resume in hand. She asked me if I was willing to work very hard and very fast, and if I could bring her back a clean police record check. Yes, yes and yes. She told me to get to the police station, get a check, bring the receipt, and I could start work at six. This probably should have been a warning sign to me, the immediate need for employees and the instant need for speed.
Nevertheless, I managed to get my receipt for the record check and showed up at six. My first shift was without her, the manager, who I'll call C. I met the key-holder, supervisor and fry-cook. I was to work on the register. The night shift was slow and I got along well with the others, I had help learning how to work the cash.
The next day I came in to work at 11:00. If only I had known that my baptism by fire was going to be taking place in just an hour, I would have turned around and ran back out the door. I was quickly informed that the girl who was supposed to carry on training me on the register wouldn't be in today, and I was going to have to do it alone. I stared down at the cash register in front of me. For whatever reason, the owner of the store never did decide to upgrade to a computerized system like everyone else. The vast face of the register stared back at me. 10 inches by 10 inches of buttons.
Before I carry on, let me just explain exactly how the register worked. There were probably about 40 or 50 individual buttons, each entailing a specific menu item, some with multiple purposes. For each meal you needed to designate fries or taters, drink size, side, and if a burger, what went on it. Lets say you want a chicken sandwich and it comes with lettuce, mayo, and a pickle. You don't want any of these toppings. There was no specific buttons for these special orders, just a single one which said "NO". Sounds simple enough, right? Well here's the catch. Gravy as a side had no indication on the machine either, but was necessary on the receipt so the cook could serve it. So if a customer wanted gravy, I had to hit the "NO" button for that as well.
You want a chicken sandwich and taters with a small gravy on the side and a drink? Here's your receipt.
BIG MARY MEAL
NO
NO
NO
TATERS
NO
ENV (environmental tax for the drink, which should have been automated but was left for us to include)
*IN*
Oops! I made a mistake. I should be able to reverse that though, right? No. No I couldn't. As soon as I hit a button, it printed on to the receipt. That means if you accidentally order just a Big Mary instead of the Big Mary meal, there's no way I can take it off the receipt and charge you for the meal without doing a refund, which I was not allowed to do. So now your receipt looks like this.
BIG MARY
NO
NO
NO
*VOID*
BIG MARY MEAL
NO
NO
NO
TATERS
NO
ENV
*IN*
I don't even want to begin to discuss the semantics of using coupons, ordering extra sides, or the near-impossible task of upsizing.
Needless to say, when the lunch rush started at 12:00 I was in way over my head. A cheap fast food place in the middle of a busy business district is a popular spot, and we had customers piling out the door and spilling onto the street. I was so slow I was nearly in tears. The cook tried to come out and help me work the till but he was worse than I was. Eventually half the people got fed up with me and left. By the time things slowed down at 1:30 I was on the verge of a nervous breakdown. Along with trying to figure out the buttons, there was the memorization of every drink flavour for every order, the required condiments, and making sure the customers memorized the number for their order - which of course they did not like to do.
Believe it or not, after a few days of this I did memorize all of the buttons. I had to. I could clear a line out the door in ten minutes and I was one of the fastest servers. Keeping sane meant getting irate, overweight, demanding customers out of the store and happy as quickly as possible - in order to have time to sweep and mop, clear the tables, wash all the trays, clean the bathrooms, wipe down the counters, replenish stock and make more sides before the next rush.
I soon found out that the customers were going to be the least of my worries. It was not long before I realized that C was going to be the biggest challenge of all. This woman had worked at Mary Brown's for six years and it was telling. I have since been fortunate enough to never have to deal with a manager at quite this level of crazy.
She would demand that I be as fast as possible at all times. She was proud of her 32 second average in serving customers. She could not abide laziness. And by laziness, I mean any human weakness. You're tired? Hell no you better not sit down, whether the restaurant is empty or not.
She was a rude woman and she had little regard for the people around her. She would yell at customers as quickly as staff, and refused to take responsibility in situations where customers had obviously been done wrong, as in the case of food being dropped and returned to plates in front of customers, a pregnant woman who had been given food poisoning by rancid gravy, etcetera. At one point a customer called HQ and complained on my behalf because she heard C threaten to beat me with a broom if I didn't hurry up. I was so terrified of the wrath of C I laughed it off and told them to mind their own business.
I haven't yet gotten to the crowning glory of my time at Mary Brown's, the icing on the shit cake.
Late in August, our walk-in freezer broke down and stopped cooling. We got someone in to fix it on the same day, but he was missing a part and had to leave it. It would have been all right for the rest of the day, but the repairman didn't return for a week.
And so in that week, did we hire someone else to do the job? Did we freeze the chicken elsewhere? No. It was left there. Buckets upon buckets of chicken in water, at room temperature, for a week. Did it get thrown away? Nope. That would be a waste.
We used it. Battered it up. Fried it. Served it to people.
After three days the smell from the back of the store was unbearable. My supervisor would retch while she was battering chicken. Walking into the cooler was asking to puke. Customers were starting to complain about being able to smell something nasty from the front of the store.
I was terrified of my manager but I had to call her and tell her what was going on. My supervisor was too afraid of her to do it. So I called her and said we couldn't carry on serving people this stuff - it was green, it had a layer of slime for God's sake, it smelled like bad eggs.
It's not my problem, she said. Keep serving it. We can't waste it, the owner will be furious.
I may have been young and and terrified, but I had a conscience. I called the health department and left a message telling them what was happening. I heard nothing back from them. The next day I called again. I heard nothing back from them. By the evening of that day I couldn't believe that we hadn't been rushed by health inspectors. I picked up the yellow pages and left messages at every number I could find that could possibly have anything to do with health.
I never got a single call back. Not one. From anyone.
By the end of the week the cooler got fixed, and I never heard anything from anyone I had called. I was amazed that nothing had happened.
I carried on working there until I got offered something better. I hung up my Mary Brown's visor and said goodbye to fried chicken forever.
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