A letter to a national pub chain, after I was asked to remove a particular item of clothing in one of their bars. Nobody has previously complained about the garment in question, and so I curiously asked what the problem was. Instead of a reason, I got attitude. With all business names redacted, here is the letter I have just sent to their customer service department. Some of the facts, humour, and phrases have been lifted from my recent blogs, but I think they were worth reusing. I am very interested to see how, or if, they reply.
To Whom It May Concern,
I wish to make a formal complaint about the manner in which I was spoken to in one of your Glasgow pubs recently. I am not sure if the staff member in question is a manager or supervisor, but I do know that he was overly aggressive in his tone. This happened at 5pm on a Wednesday, as I was enjoying my first drink of the evening, and will require some background context.
You have perhaps noticed on the news that a former UK prime minister died recently. They tried to cover it up, but I think the story slipped through. Her name was Margaret Thatcher.
On the day of the funeral, I had elected to exercise my democratic right to protest. This is, in part, because I would like to exercise my democratic right to government – in my country, we elected one solitary Conservative MP. As there are five million of us, voting in 59 MPs at a general election, you can see the numbers are disproportionate. Scotland has more pandas than Tory MPs, and the pandas have a better chance of increasing their number.
Having recently decided to take a stance against this thoroughly unjust distribution of power, inspired by the constant and unworkable cuts being imposed upon us by a parliament of millionaires, I have taken to joining marches and demonstrations. I believe the time is right for growing public dissent to become more visible, and am doing what I can to swell its ranks. After all, if I don’t stand up for what I believe in, who will?
With this in mind, I have begun wearing a shirt that I made shortly after the general election in which Cameron was not fairly elected by majority, but managed to get into the top job regardless. On the back of my shirt, taking my lead from the DIY ethic of the original punk movement, I wrote “FUCK THE TORIES.” I am not often given to defacing my clothing, but this was heartfelt and I am quite happy to display my disgust with them and all they stand for. That was my reason for attending this rally on the day of the funeral which, at a time when there is no money for hospitals or education, cost approximately ten million pounds. It is no odds to me that Thatcher is dead, she was dead to Scotland decades ago. However, I genuinely hope that more people will follow my lead, rather than registering their discontent with the Conservatives by merely clicking on and sharing Facebook images. The rising unpopularity of this government needs to be made very obvious.
I was wearing this shirt on the day of the funeral, over a T-shirt, and as the rally to “Remember Thatcher’s Victims” against the tide of rose-tinted eulogising was taking place in George Square, I arranged to join one of my friends beforehand. We met in [pub name redacted], as it afforded us the comfort, prices, quality, and drinks selection that encourage us to be repeat customers of [name of chain redacted]. I also regularly visit [other pubs owned by the same chain] in this city, and have come to expect a certain standard of service from the pubs bearing your name. On this occasion, I feel badly let down.
I had been at the bar for approximately half an hour, enjoying a pint of Thatchers Gold cider as I have a keen sense of humour. We could see the Square through the window – one of the key benefits of windows being their inherent transparency – and watched as the crowd outside grew in number. Stepping forward, we tried to get a better look at the bus from which the speakers would address us. Then we returned to the bar, and I resumed the position I had just left, standing with my back resting against the counter as I faced the door onto the Square.
This was when I was suddenly and angrily accosted from behind, by someone whom I presume to be the manager due to his shirt and tie. He looked like he would have been more at home wearing a tracksuit and sovvy rings, accessorised with a half-drank bottle of Buckfast and a Burberry cap, but I try not to be prejudiced. He aggressively enquired “Could you take your shirt off please?”
Although he did use the word “please”, it was evidently not a polite request. I am not much of an exhibitionist, and don’t usually take my clothes off in public. At the very least, I expect to be handed a couple of notes if that is all you want, or if you want more then you can buy me dinner and a few drinks first. I have my morals. In truth, I now regret that I did not immediately comply in a mock-seductive manner, while whistling that well-known piece of music, “The Stripper.”
Instead, being a rational human capable of intelligent and reasoned debate, I questioned his request. I have been wearing this shirt for about two years – although I take it off and wash it quite regularly, as I take a pride in my personal hygiene. In all of that time of wearing it in the streets of various cities, in numerous shops, to music and comedy gigs, in the vicinity of members of several police forces, and in dozens of pubs and clubs – in all of that time, in all of those locations – I have received no complaint about the message it contains.
Indeed, the only time people pass comment is to register agreement. This ranges from “Nice shirt” to “Do we add a tick if we agree?” to “Hear hear!” and sometimes just a nod and an “Aye.” The broad spectrum of society to have approved of the sentiment include families with small children, little old ladies, office workers, manual labourers, weekend shoppers, huge numbers of pub drinkers, and – while sworn to not display an opinion – nobody in the constabulary in Glasgow, Manchester, Nottingham, London, or Brighton has spoken to me about it.
I was taken aback, therefore, to be asked to remove this garment in a pub where I had been drinking for thirty minutes without incident. I certainly did not anticipate that the demand would be issued so rudely.
I asked the manager (as I will presume him to be) what the problem was. I was very calm, and eager to discover the cause for the sole disapproval I have encountered against the sentiment expressed across my attire. He could have politely explained, however his Napoleon complex must have kicked in, as he just glared at me and in an equally hostile tone said “I don’t want it in my pub.”
I don’t want my country governed by a party nobody here voted for, but we don’t always get what we want.
I want to say that he was jumped-up, but had he jumped up then maybe we would have seen eye-to-eye. I do not want to say that he was short, but if you want to promote him to the next level you can do so by giving him a crate to stand on. I do not like to get personal, but nor do I expect to be spoken to in such a way when a clear and polite request would have sufficed,
His argument, and he was unduly keen to argue, was that “I’ve got kids in this pub.”
Whether they were his kids, underage drinkers, or if they had read a statement that – really – they should be educated in the socio-political background of, was not apparent to me. Words are not offensive in or of themselves, it is context that gives them meaning. I thought that perhaps I could try and explain that to these young and impressionable minds. However, I quickly glanced around, and could only see people that I would comfortably assume to be adults. It is possible that these kids had tried the old Beano comic trick, of sitting atop one another’s shoulders and donning a large raincoat, in order to slip into your pub unnoticed. If so, your employee must be commended for his eagle eye, as I failed to spot them.
This interloper – your employee – was evidently not in a mood for any form of casual conversation or meaningful debate. I tried to explain that I was just leaving anyway, but he glared at me with such vehemence that the best example I can provide by way of illustration is that of General Zod in the second Superman film. As he tried to penetrate me with his evil rays of Heat Vision, I decided that I was now bored with attempting to engage him, and simply left.
I joined the rally, where nobody complained about my shirt, and stood still for the numerous amateur, hobbyist, and professional photographers who asked if they could take pictures of it. This has become the norm, I have discovered. There must be close to a hundred photos of my shirt now in the possession of strangers. Some of these photographers have been children with camera phones, and at the “Axe The Bedroom Tax” march a fortnight ago one mother asked if her ten-year-old son could take a photo. My shirt is not offensive, the policies and dogma of an unelected government are. This is just a succinct way of summing up wide-reaching disgruntlement.
After the rally, I went to another pub not owned by [name of chain redacted], and asked the barman outright if my apparel would pose a problem for him. He laughed as if it was the silliest question he had been asked all day, which – being in a Glasgow pub – it probably was.
I do not expect that you will do anything regards this complaint, and certainly do not foresee any admonishment of the staff member involved. I just wish to register my unhappiness with the way I was spoken to in a pub chain that I previously held in very high regard. I will not be back in [pub name redacted] in future, and I think from reading this letter you will see that I have the conviction to stay true to that. If your employee believes that the invisible children in his pub are more loyal customers than me, then he can rely on them for his custom.
All in all, I found it to be a very disappointing experience. Although, not quite as disappointing as the media’s canonising of the woman who destroyed communities with her disregard for the lives and the livelihoods of the miners and the steel workers; who condemned Nelson Mandela and strongly praised General Pinochet; who covered up for the injustices seen in the wake of Hillsborough; and who died with the blood of the Belgrano on her hands.
If you would like to reply to this, I will be keen to read your response. Certainly, you may like to go some way to restoring my faith in your brand – if indeed you would prefer to retain my future custom.
April 20, 2013 | Categories: Absurd, Alcohol, Axe The Tax, Bar, Bottle, Comedy, Complaint, Conversation, Customer Service, Diary Of An Anti-Tory Protestor, Dole, Drinking, Eating, Facebook, Family, Fight, Food, Fuck The Tories, George Square, Glasgow, Helpful, Housing Benefit, Humour, Jobcentre, Letter, Life, Neds, Police, Politics, Poverty Line, Protest, Pub, Scotland, Scottish, Social Media, Street, Work, Writing | Tags: Bedroom Tax, Belgrano, British Steel, Company Policy, Conservative, Conservative Party, David Cameron, Demo, Democracy, General Election, Government, Heat Vision, Mandela, Margaret Thatcher, Miners, MSP, Napoleon, Pandas, Parliament, Pinochet, Prime Minister, Rally, Remember Thatcher's Victims, Rose-Tinted, Superman, That Cunt Cameron, Thatcher Dead, Thatcherism, The Beano, Tommy Sheridan, Tories, Tory, Victims of Thatcher, Vote Yes, Yes Scotland, Zod | Leave a comment