Tag Archives: unhappy customer

Impatient and Rude

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The family at the register was taking a long time.  It was a weekend morning at the Mercantile.Things were getting busy, and it was taking forever to get these folks on their way.

The other clerk was ringing up the items they’d selected while I bagged everything. A brown plush bear that was really a backpack went into the shopping bag, then the mom decided she wanted to buy another one. She left the counter to pick up the plush black bear backpack.

Do you have this in brown? she wanted to know.

No ma’am, I told her. Everything we have is out.

We had exactly two plush bear backpack available for purchase, one brown and one black. The brown one was already in a shopping bag, waiting to go home with this woman. If she wanted another plush bear backpack from our store, it would have to be the black one. She decided to take it too.

The other clerk couldn’t get the black bear’s tag to work with the register. When she scanned the barcode, the message “item not on file” appeared on the computer screen. When she punched in the item number from the tag, the computer told us it did not exist. Finally, she pulled the brown bear backpack out of the shopping bag and scanned its tag again. Of course, what she’d done was going to mess up the store’s inventory, but I guess she figured it was better to sell the backpack today and worry about the inventory later.

When the other clerk was finished with the brown bear, I put it back in the shopping bag, but when I began to tuck the black bear into the bag, the customer asked for a second shopping bag. It’s a gift, she explained. I reached for a second shopping bag and placed the black bear in it.

Then there was a problem with the dad’s debit card. The other clerk ran it a couple of times, but each time the message on the screen was “NSF” (Non-Sufficient Funds). While the customer fished another credit card from his wallet, I asked if maybe his bank had put a hold on his card because he was using it outside his usual shopping area. He decided that was probably the case.

At some point during the transaction, I realized the next person in line was growing increasingly agitated. He was a tall guy, in good physical shape, with short hair. I wouldn’t have been surprised to learn he was a cop or in the military. He had an uptight, regimented look about him. He was alone—no buddies, no lady friend, no kids. I could tell from his body language that he was tired of standing in line, tired of this family in front of him showing down his very busy day. I’m not sure how I knew he was unhappy. Maybe the stiffness of his shoulders or the pinched expression on his face gave him away. In any case, I was not excited to have to deal with him next.

Sure enough, when the slow family stepped away from the counter and he stepped up for his turn, the guy with short hair barked Parking! That was it. He had not a single kind or pleasant word for us.

I wanted to bark out Asshole! but I didn’t. I knew calling him out wasn’t going to help and would, in fact, certainly make matters worse. Instead I tried the kill ‘em with kindness method, which at least got me a thank you muttered through clenched teeth as he took his credit card and day pass and left. He got through the entire transaction speaking only three words.

I was livid when he left. I shouldn’t have let him get to me, but I did. The other clerk and I had done nothing to deserve such rudeness. It wasn’t our fault the woman ahead of him decided she needed something else after she was already at the counter. It wasn’t our fault the price tag was out of date, and the item was no longer in the system. It wasn’t our fault the fellow’s debit card didn’t work. It wasn’t our fault the impatient man hadn’t brought cash to pay the parking lot attendant and needed to come into the Mercantile to pay for parking with a card. It wasn’t our fault the impatient man had come to see the trees during busy hours on the weekend. It wasn’t our fault the store had only one register, and we could only take payment from one customer at a time.

For the rest of the day, I’d intermittently snap Parking! at my coworker when no customers were around. I probably shouldn’t have made fun of someone who was obviously so unhappy, but maybe he’d be happier if he worked on being less impatient and rude.

Help

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The technology at the store had let us down.

The internet had glitched out around 10am, and we lost our cash register system. We waited around for it to reboot, and when the situation didn’t take care of itself, The Big Boss had The Man unplug and replug some equipment. When that didn’t work either, we put in a call to the company’s cash register maven. She wasn’t in, so a messagw was left, then we sat around the store hoping for a technological miracle.

Luckily, it was a slow day. It was actually a really slow day. When it was all said and done, after 8 hours, we’d only sold a few stuffed toys, a map, a couple tubes of sunscreen, a few t-shirts, and a handful of parking passes.

We had to do each sale the old-fashion way. We wrote a customer’s items down on a paper receipt. Next we added together the prices of all the customer’s items, then multiplied the total by 1.08 to get the total with tax. If the customer didn’t give us exact change, we used the calculator to figure how much money to hand back. In 2017, it felt like a long and antiquated process.

The Man had been handling most of the sales transactions. I was happy enough to talk to people and avoid the math.

The young woman came into the store late in the day. She had several young children in tow. She asked if we sold sunscreen. I said yes and brought her right over to the (admittedly small) sunscreen selection. I showed her the small tubes and the two varieties of sunscreen sticks. She was immediately unhappy.

Don’t you have anything bigger? she asked.

I told her I did not.

Then she looked at the price, which increased her unhappiness.

I admit, $3.95 for a tiny tube of sunscreen is kind of steep. However, I didn’t set the price. Besides, what did she expect up in the mountains? When you leave civilization, you have to expect to pay more for luxuries.

I guess I shouldn’t have left the sunscreen at home, she said in a nasty tone of voice.

I agreed with her in my head, but kept my mouth shut. I knew anything I said would only make the situation worse.

She took two tubes of sunscreen up to the counter while her kids ran around the store. The Man began to write up the sale while I pretended to by busy nearby. I didn’t really want to deal with her bad attitude anymore.

The Man was punching numbers on the calculator when I heard her ask him in a voice dripping with disdain, Do you need help?

He very calmly said, No, and completed the transaction, but when the store was empty again, he was hopping mad.

I didn’t blame him. The woman had insinuated he was stupid because he was going slowly and making sure he did the transaction correctly. Sometimes even when we know people’s nasty attitudes are about themselves and their own unhappiness, it can be difficult to let the negativity slide off our backs like water off a duck.