I’m the assistant general manager of a fast casual restaurant in an outdoor mall. I’ve worked for the company for over a year, 15 months. Our current general manager is new, having worked for the company for just under 4 months, 6 weeks of which they were at a different location for training.
We’ve butted heads on a few incidents. Policies that have been in place since before I started have been challenged and changed simply because the GM didn’t like them, and I’ve been struggling to adjust.
We offered a 15% discount to employees of other businesses in the mall. As far as I’m aware, this has been going on for more than a decade. It certainly predates 90% of the current staff, and the staff member who’s been with the company for more than a decade can’t remember when it started, or if it was already established when they were hired. The mall used to run off flyers for employees of which stores had discounts before COVID lockdown, and our store’s 15% off was always included. Usually those missives get sent by email to the stores as well, and our district manager and marketing department have always been part of that as well.
Apparently the new GM did not know about it. I could’ve sworn I’d given it out multiple times in front of them, as had others. It wasn’t a secret, we weren’t hiding it, and we had no reason to think it wasn’t sanctioned by the company until today.
Today they send a text in our employee group chat. I will include the text here:
“Hello all.
This is a friendly reminder that we DO NOT have a mall discount. Whomever is giving out this “discount” needs to stop immediately. I just got reamed by a guest from [store located on mall property] who states he gets a discount here every time. Interesting as to what amount we are giving him. This must STOP immediately.
We DO NOT have a mall discount. We DO NOT give free drinks to offset the no discount.
I believe this message is pretty straightforward but if you need clarification then please talk to me in person and we will clear this up.
Thanks to who ever started this as now I am going to get a negative review.”
I’m not at work today. I immediately get concerned, and go through about six versions of a response before I settle on:
“Thank you for clarifying. For context, that discount has been around longer than most of us have worked for [company]. We were all trained to give it out to people that worked in the mall, and the people who trained us were trained the same. I don’t even know who started it. Please give us some time to adjust, this is the first any of us have heard that we aren’t supposed to be using it anymore.”
My intention was to follow what the GM had asked for, and ask for grace while we fielded the inevitable complaints we were going to receive. I give this discount out between 2-5 times in a 10 hour shift, for a total of maybe $10-$15 off our sales. It’s very rare that the same people will come in even multiple weeks in a row, and we were originally instructed to only give it out if other employees were in their uniforms or actively working, which I have always upheld.
This was their response:
“No there’s no adjustment period when I get scolded by a guest and FOUR other guests almost intervened. This is NOT a policy so it will be stopped today.
We do not just make up rules to make things easier.
NO MALL discounts until [company] states otherwise.”
I then sent private messages to the GM apologizing for the lack of awareness on my part, as I had no reason to suspect the discount wasn’t sanctioned by the company, or that they weren’t aware we were giving it. I also clarified what I was intending with my words, that we were going to do as they asked, but that it will be hard for us since more people are going to complain. I also expressed sympathy for the situation and dealing with that guest (I know who it was based on the context of what store they were from, as that one store has an employee who is rude to us consistently).
I then get back:
“I am done with this conversation as I am very pissed.”
Understandable.
It seems highly likely that my GM now believes I am the instigator for this discount, and therefore the source of why the entire incident has taken place. I’m not sure if there’s any way to absolve myself. I struggle to communicate at the best of times, and I’m certain that if my GM believes I am the one who started this discount, they will write me up for it. Even if they don’t believe I started it, it’s clear they think the rest of the staff and I have somehow been hiding this from them, and I will still get the blame.
The GM is very stern when it comes to any mistakes I make. They do not care for context or apologies (they refer to such as “excuses”) so I feel very much as though I am in a catch 22. Damned if I do, damned if I don’t, but I refuse to sign a write-up containing false information. I never hid anything, I never conspired to hurt the business, I did everything fully believing the company knew and approved of our actions, especially because our POS system has a coupon code for this action, a flat 15% off, that never leaves. They update the coupon list all the time as coupons are introduced and then expire. The 15% off never goes away, and to my knowledge doesn’t have any stated purpose. The store I trained at uses it as a senior discount, as their community is on the older side. At store level we have no power to make up our own coupons or discounts.
As I’m typing this out I remember the VP of the company asking me about what discounts we offered several months back. I was the acting GM over the summer and higher ups in our company often come when there are events. I was asked about something in relation to pricing and then follow up questions were asked of me about coupon codes we regularly used and why. I distinctly remember showing him the 15% we use for mall employees. I’m so upset it took me hours to remember this, but the likelihood of my current GM fact checking with the VP, and the VP remembering a three minute conversation from months ago is slim.
Do I have the right to refuse to sign a write up on the grounds that it contains untrue information? What happens after that? I love my job, and despite this one issue it’s been relatively easy getting used to having a GM again after months of not having one. I don’t want anything to compromise my good reputation with the company, as I am well liked and known by the corporate office and our parent company.