Unfiltered Story #193721

I’ve worked in video stores for a few years now to support myself through university. Because we are one of the very few left, customers tend to think they can get away with a fair bit. Note – we offer a 50% off deal on late fees that are paid on return.
Customer: (to his little girl) give it to the lady. (To me) I need to fix the late fee up on this one
Me: certainly, sir. That’s (small amount). There is also (another small amount) still owing on your account, did you want to clear it all up today?
Customer: why is there money owing? I came in and fixed $5 of it up the other day!
Me: yes sir, but this was for a movie returned yesterday, that was 14 days late.
Customer: I don’t understand why you can’t meet me half way.
Me: I’m sorry sir, that’s why we have to pay on return deal, beyond that I can’t do anything else
This goes round in circles for a few minutes – and I can’t actually manipulate fees once they in the system besides the pay on return deal (a previous employee had taken advantage of it so the feature was taken away from anyone not a manager)
Customer: (getting frustrated and very annoyed) I don’t know why you can’t just meet me halfway! I should be able to give you this $5 (shows it up in the air to me, like I couldn’t understand him) and it all go away
Me: I apologise but there is nothing I can do. Beyond the pay on return deal, I can’t change fees once they are in the system. That function is only available to managers. She’s in during the week if you would like to follow this up?
Customer: just bloody take this! (Throws the $5 on the counter and storms out, kids in tow, muttering about late fees)
I’ve worked at other stores, and our late fees are the cheapest I’ve worked with and are very reasonable.