Breaking Their Mentality

| Right | March 8, 2016

(I work in a gift shop located in a ski resort where 50% of the customers fly to the destination. We use plenty of tissue and bubble wrap for all of our gifts knowing this is the case.)

Customer: “I want to purchase these mugs. But I want to let you know I will be flying. Can you wrap them?”

Me: “Oh, yes, I have lots of bubble wrap for that.”

Customer: “Good! I want them wrapped so that the airlines CANNOT break them.”

Me: “Well, I can’t guarantee that; they can break anything.”

Customer: “Well, that’s how well I want them wrapped. I need to get them home. Do you have any cardboard boxes?”

Me: “I am sorry, I don’t, but I will give you lots of bubble wrap. Plus, may I suggest wrapping them in some of your clothing or a ski boot or helmet if you have those.”

(Most customers think we are geniuses when we suggest this and then once they see how much tissue we use they are satisfied. NOT this lady.)

Customer: “You just don’t understand. If I get these I want to make sure they get back in one piece.”

Me: *exasperated* “Well, maybe you shouldn’t get them if you are concerned.”

(At this point her husband calmed her down a bit by saying we would figure it out. They wound up buying but she still left the store mumbling about stores not guaranteeing you’ll get home with the product in one piece.)

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