'You were in no rush to help': Managers scapegoat server for entitled customer's kitchen complaints

It can be incredibly difficult and frustrating working in customer-facing roles where your managers refuse to face up and take accountability on behalf of the operation they are managing, instead throwing the lowest-level workers under the bus for things well out of their control.

When you're an honest, well-intended person, it can take an unfortunate amount of time to realize that not everyone is wired to be honest and well-intended and that there are, in fact, people trying to take advantage of every situation. Even if you're experienced in dealing with difficult customer situations like this, it can take a while to dawn on you that these people were trying to manipulate a situation and take advantage of it when your first reaction was to take their words at face value.

Unfortunately, this happens a fair amount to servers when entitled customers complain in order to get a free meal, and the servers end up taking the brunt of their customers and their manager's wrath.