To the Guest who couldn't try to Understand

Dear Guest,

Thank you for bringing to my attention what I already knew and was in the process of fixing. I am aware our lobby was dirty. I am aware it should be clean. If you truly were sitting there at a table enjoying our food and coffee for twenty minutes, you would have observed a line that did not end that filled our restaurant. Yes, we may have had 12 people scheduled (not twenty like you exaggerated), however, they were all busy and working hard. In case you didn't realize, we have been open for a short two and a half weeks. We are still incredibly busy. We are still learning. We are still making mistakes and fixing them. We are also exhausted as most of us work 5 or 6 days a week for 8-12 hours, and for me, up to 14. When you approached my crew members and so rudely complained without letting them respond and therefore called the manager (which happens to be me), you interrupted my cleaning the lobby and assigning crew members to certain tasks. I was aware we needed to sweep and wipe down the tables. I was also aware we needed to serve the guests in line as quickly and efficiently as possible. I can tell you right now, for the 47 minutes leading up to me getting called over, I did not have a chance to stand around and do nothing. I can tell you that as a fact because I had a text from my OM that I didn't see until 49 minutes after it was sent. I only checked my phone after you were done yelling at me. Thank you for bringing to my attention as to what I already knew. Thank you for being so kind as to not listen to me and instead disrupt my whole crew, all the guests, and force everyone to listen to your whiny, high pitched voice while stopping operations for a solid three minutes. I didn't know what you expected to get out of me other than an apology. Repeatedly saying, "This is unacceptable and inexcusable" does nothing. I'm sorry I didn't have a chance to get to the lobby while we had a line filling the restaurant for four straight hours. I'm sorry I didn't really care what you had to say once I realized you didn't care what I had to say. I'm not sorry I didn't give you the reaction you were looking for as I was running on one hour of sleep after closing the night before just to come back in for a 5AM shift and another 12 hour one at that. No, we didn't have the cleanest lobby at the time, but don't come up to my crew, yell at them then yell at me, disrupt service and tell lies as well (like the trash cans overflowing which were a quarter full as I know from literally just being by one of them). I guess what I have to say is, thank you for giving my crew some comic relief as to how rude some people can be and obnoxious. If you really cared, you wouldn't have been an asshole (excuse my language).

Next time think before you speak. If you're not going to listen to me, then why should I listen to you?

Sincerely,
An exhausted manager who has done nothing but work, sleep, and eat (in that order) these past three weeks (and by work,  I mean I spent more time there than anywhere else in the past three weeks).