Management secrets

Hey there. I had an ugly confrontation the other day with a customer demanding a privaledge I had no authority to give. I explained she would have to speak to management about getting this privaledge. When she came the next day, I heard that she did not take the denied request well and stated that it was not what she was told by me. Actually, I never guarenteed that management would grant her request. I simply meant that she would have to convince higher authority than me to get her wish granted. She failed. Though I am unsure which part of NO she did not understand the first time I said it.
Management Secret: There are hierarchies of management in every company I have worked for. Often the one who is said is a manager may actually be the person with most experience at the company physically present. I call myself a manager when I have the most experience or by myself. At this job and my prior job, the official manager gave permission to say that to whining customers since I am in charge for the moment. We noticed people suddenly shift from bitch to sweety real fast when they think they are talking to a manager. People who have the title supervisor or manager do not work 24 hours a day, 7 days a week, so we underneath them have to fill in so they can have a life outside work. In emergencies, we can call them at home. At one car rental every employee is offically titled as a manager. So anyway, I just hope I am in the cafeteria or restroom when this bitchy customer returns her car. I am sure she wants to scream at me for lying to her. And I am not allowed to say that it is not my fault she's stupid and won't take no for an answer. I hopes she does rent someplace else next time, she threatened that when she rented the car. Post later. Bye!