"Mid-call my register person, Jeanette, came into the office. She was clearly upset, tears starting to fall, and said, 'Nathan, I can't… the Witch just walked in. I can't deal, not with her, not after the rush. Can you…?' I knew how she felt, being in not much better a state, but it's what I was there for, so I passed the phone off to her and took over the register.
"'Good evening, ma'am,' I said. 'Welcome to Mr. Hero. What can we do for you tonight?'
"She ordered the worst thing on the menu, from the grill's perspective: Family Pack. This is eight 6" hot sandwiches, four large fries, four drinks, and sauce sides. I punched it all in, read it all back, and asked if I had taken her order correctly. That's where we hit the first snag.
"'I ordered four large Cokes, not four large Pepsis.'
"'Ma'am, I'm sorry, but we only serve Pepsi products,' I replied.
"'Since when? I was in here last week and got Coke.'
"'I'm sorry, ma'am, but in the eight months I've worked here we've ONLY had Pepsi. Perhaps you're thinking of another restaurant?'