traveling light

Adventures in Retail 2.0

So last night at the store I had an encounter with the MEANEST CUSTOMER EVER. She became upset when the clerk wouldn't accept her check without a phone number on it (not exactly a policy that we can budge on), so I got called to the front to explain to her the situation, that we'd be happy to accept some other method of payment without her phone number, etc. Well, before I even had a chance to speak, she just LAID into me about how that's a bunch of baloney and whatnot. I tried to remain cool & explain the situation, suggesting that if she had a complaint she could contact our corporate office and they would love to hear her complaint, etc, but she would have none of it. At one point I called her "ma'am", and she said "DON't call me ma'am, that's condescending". ?!?! (I was just trying to be polite! :O) . She then said we'd be losing her business and I said "Well, I'm very sorry to hear that", and then she said bitterly "No you're not" ?!?!! It was just a very bizarre situation...we were treating her as nicely and patiently as we could but she just needed to argue, I guess. Finally I tried just ending the scene by saying "I'm sorry to lose your business, this is not a policy I have any leeway with, so I guess we're just going to have to agree to disagree here". She started to slowly walk away without saying anything, just looking at me with condescension. So I just turned around and walked away; there was nothing else I could do. Then I went to the back room and cried (I'll admit it)!. I wonder how people can live like that...feeding off of the feeling of power, even in little situations like that (requiring a phone number on a check isn't exactly abnormal among stores...she obviously just wanted to fight). 3 thoughts hit me as I reflected on it. First of all, 1 John says if you don't love your brother, the love of the Father is not in you. Someone can't claim to be a Christian and treat others like that. Secondly, God will hold her accountable for every action, including last night (which was a relief to me until I realized he will hold ME accountable for all my actions...sobering! :)). Thirdly, if you are ever in a store and hear an employee getting ripped apart by a customer (or an employee ripping into a customer, for that matter) step in & say something! There were a few customers last night walking around within earshot of this lady cutting me to pieces, and NOBODY said anything. ANyway, those are my thoughts for today. Goodbye. :)

posted by Nikki @ 6:25 AM